New Guidelines Suggested for Addressing Failures in Assistance for Disabled Travelers

In the UK, the Office of Rail & Road (ORR) is rethinking its Accessible Travel Policy. The goal? To ensure that when assistance for disabled passengers falls short, claims for compensation are evaluated based on individual circumstances rather than just ticket prices.

This initiative comes after a review of compensation decisions made by the Court and Rail Ombudsman, alongside findings from ORR’s passenger surveys indicating that many passengers don’t file redress claims despite numerous instances of failed assistance. There are worries that some train operators’ policies may unintentionally cap financial compensation based solely on how much a ticket costs.

A decision regarding these policy changes is expected later this year.

“Our primary focus in collaborating with industry partners is to guarantee effective assistance for those who need it,” stated Stephanie Tobyn, ORR’s Director of Strategy, Policy & Reform, on May 2. “Though, when things go wrong, it’s crucial to have a fair system for redress. We’ve heard from impacted passengers and believe it’s essential to reassess our approach to compensation for failed assistance. This will ensure that each claim is considered individually.”