Rail Regulator Makes Proposals For Fairer Redress

Passenger groups are being invited to comment on the Office of Rail and Road’s proposals to help ensure fairer redress when booked rail passenger assistance is not provided.

As passenger rail journeys continue to increase, demand for pre-booked passenger assistance is also rising, with the ORR's statistics, published on 30th June 2026, showing that requests for assistance are at their highest since the time series began in 2012.

Passenger assistance plays a vital role in helping those who require the service to travel safely, confidently and independently. When it’s not delivered as requested, the impact can be significant, causing disruption to journeys and distress for passengers.

The proposed framework, developed in collaboration with passenger and industry representatives including train operators, sets out the factors operators should consider when deciding what redress is appropriate. These include the nature and extent of the failure, the impact on the passenger’s journey, personal and emotional impacts, and whether the failure reflects repeated issues.

Redress may include financial remedies, such as compensation or reimbursement of additional costs, as well as non-financial solutions.

This important next step follows ORR’s October 2025 decision to tighten its Accessible Travel Policy redress rules by making it mandatory for all rail operators to assess redress claims on a case-by-case basis where booked assistance has failed.

Stephanie Tobyn, ORR’s Director of Strategy, Policy and Reform, said:

“The impact on passengers when booked assistance fails can be significant and can vary greatly depending on the circumstances, and that is why we have already made it mandatory for operators to assess redress claims case by case.

“This proposed framework helping them to do that is the next step. We want to hear from passengers, representative groups, operators and other stakeholders on whether the framework captures the right considerations and how it can best support improved outcomes.”

The consultation has been launched today and closes at 5pm on Friday 11th September 2026. A link to the proposed framework and details of how to take part can be found in the notes below. ORR will then publish a summary of responses before finalising the proposed framework.