Rail passenger assists by station operator - Table 16.03
Rail passenger assists by station operator
Great Britain
Annual data (financial year): 2012-13 to 2016-17
Periodic data (financial year): 2012-13 Period 1 to 2016-17 Period 13
 
Station Operator¹
2012-13
2013-14
2014-15
2015-16
2016-17
Franchised TOCs
Arriva Trains Wales
46,285
47,601
50,913
55,696
56,849
c2c
214
202
714
1,431
1,547
Chiltern Railways
7,559
9,408
12,477
11,236
12,558
East Midlands Trains
46,783
47,102
49,967
54,721
56,583
Govia Thameslink Railway
40,053
38,502
41,898
44,816
44,615
Great Western Railway
129,078
132,411
144,399
157,675
165,860
Greater Anglia
30,599
29,347
33,013
32,934
33,976
London Midland
24,209
25,810
30,561
34,347
35,962
London Overground
764
669
673
1,177
1,115
Merseyrail
2,676
2,916
3,043
3,058
4,203
Northern
27,687
30,036
33,758
36,149
44,001
ScotRail
49,236
51,868
55,197
58,199
61,528
South West Trains
58,617
59,177
61,565
67,009
67,363
Southeastern
17,019
18,815
22,041
23,117
23,804
TfL Rail
:
:
:
1,815
1,435
TransPennine Express
19,675
21,068
24,189
25,339
23,914
Virgin Trains East Coast
87,548
88,084
94,987
101,157
104,239
Virgin Trains West Coast
85,677
85,978
95,912
103,707
110,297
Other
Heathrow Express
257
235
270
423
454
Network Rail
272,356
283,781
307,219
330,782
345,305
Other
1,727
1,370
1,471
927
893
 
Station Operator¹
2012-13 Period 1
2012-13 Period 2
2012-13 Period 3
2012-13 Period 4
2012-13 Period 5
2012-13 Period 6
2012-13 Period 7
2012-13 Period 8
2012-13 Period 9
2012-13 Period 10
2012-13 Period 11
2012-13 Period 12
2012-13 Period 13
2013-14 Period 1
2013-14 Period 2
2013-14 Period 3
2013-14 Period 4
2013-14 Period 5
2013-14 Period 6
2013-14 Period 7
2013-14 Period 8
2013-14 Period 9
2013-14 Period 10
2013-14 Period 11
2013-14 Period 12
2013-14 Period 13
2014-15 Period 1
2014-15 Period 2
2014-15 Period 3
2014-15 Period 4
2014-15 Period 5
2014-15 Period 6
2014-15 Period 7
2014-15 Period 8
2014-15 Period 9
2014-15 Period 10
2014-15 Period 11
2014-15 Period 12
2014-15 Period 13
2015-16 Period 1
2015-16 Period 2
2015-16 Period 3
2015-16 Period 4
2015-16 Period 5
2015-16 Period 6
2015-16 Period 7
2015-16 Period 8
2015-16 Period 9
2015-16 Period 10
2015-16 Period 11
2015-16 Period 12
2015-16 Period 13
2016-17 Period 1
2016-17 Period 2
2016-17 Period 3
2016-17 Period 4
2016-17 Period 5
2016-17 Period 6
2016-17 Period 7
2016-17 Period 8
2016-17 Period 9
2016-17 Period 10
2016-17 Period 11
2016-17 Period 12
2016-17 Period 13
Franchised TOCs
Arriva Trains Wales
3,635
3,653
3,947
3,887
4,021
4,450
4,252
3,802
2,924
4,013
1,848
2,583
3,270
3,617
4,053
4,266
4,396
4,320
4,663
3,888
3,515
3,074
4,419
1,907
2,421
3,062
4,016
3,916
4,140
4,712
4,416
4,579
4,354
4,137
3,491
4,417
2,345
2,766
3,624
4,764
4,229
5,002
4,830
5,259
5,069
4,636
4,371
3,582
4,809
2,480
3,179
3,486
4,400
4,429
5,141
5,146
5,159
5,725
4,675
4,464
3,690
5,219
2,293
3,178
3,330
c2c
29
22
21
18
14
21
19
16
13
18
0
10
13
21
26
16
22
13
12
17
25
8
22
1
6
13
14
14
14
25
25
21
22
30
65
82
116
125
161
134
127
121
118
119
159
120
101
87
67
71
95
112
104
135
164
165
104
207
149
107
83
73
81
83
92
Chiltern Railways
525
581
620
568
674
699
717
571
434
695
336
538
601
584
701
717
770
725
795
782
770
740
903
544
622
755
945
780
901
924
955
1,008
918
913
847
930
535
1,639
1,182
899
699
909
835
860
811
1,042
1,088
1,108
941
595
679
770
911
986
972
1,121
1,224
923
1,124
934
879
1,051
686
865
882
East Midlands Trains
3,598
3,397
3,815
4,086
4,590
4,700
3,938
3,683
3,061
4,390
1,814
2,483
3,228
3,337
3,922
4,292
4,460
4,191
4,304
4,121
3,559
2,912
4,328
2,043
2,446
3,187
3,503
3,778
3,832
4,253
4,593
5,041
4,332
3,837
3,524
4,674
2,230
2,698
3,672
4,705
3,786
4,643
5,036
5,011
5,307
4,509
4,202
3,650
4,768
2,464
3,129
3,511
4,096
4,210
4,980
5,132
5,323
5,428
4,934
4,339
3,750
5,035
2,436
3,221
3,699
Govia Thameslink Railway
2,974
3,039
3,380
3,355
3,750
3,881
3,608
3,137
2,859
3,161
1,933
2,290
2,686
2,842
2,858
3,108
3,676
3,270
3,559
3,431
3,184
2,517
3,126
2,018
2,175
2,738
2,981
3,213
3,040
3,476
3,379
3,474
4,038
3,613
3,037
3,545
2,287
2,551
3,264
3,878
3,461
3,582
4,009
3,999
4,085
3,857
3,428
3,025
3,417
2,176
2,913
2,986
3,630
3,275
3,603
3,935
3,843
3,767
4,078
3,764
3,357
3,338
2,186
2,709
3,130
Great Western Railway
10,390
9,903
10,904
11,802
11,648
12,134
11,913
9,792
8,305
12,126
4,854
6,650
8,657
9,495
10,400
11,674
11,929
11,799
12,958
12,091
9,852
8,379
12,873
5,815
6,449
8,697
9,673
10,332
11,743
12,222
12,891
13,830
13,391
11,561
9,830
14,145
6,291
7,676
10,814
13,811
12,044
13,453
13,753
14,578
14,952
13,154
11,191
9,938
14,681
6,931
9,206
9,983
12,317
13,084
14,059
14,426
15,376
15,755
15,017
12,410
10,679
16,207
7,168
9,052
10,310
Greater Anglia
1,982
2,040
2,594
2,642
3,268
3,887
2,924
2,435
1,982
2,379
1,206
1,468
1,792
2,080
2,350
2,719
2,891
2,691
2,900
2,694
2,212
1,950
2,347
1,108
1,490
1,915
2,314
2,441
2,684
3,028
3,048
3,145
2,967
2,541
2,347
2,542
1,552
1,983
2,421
3,189
2,452
2,816
2,989
2,957
3,033
2,777
2,372
2,132
2,706
1,367
1,955
2,189
2,775
2,524
2,906
3,207
3,149
3,274
2,953
2,586
2,210
2,806
1,401
1,995
2,190
London Midland
1,823
1,933
1,903
2,105
2,147
2,218
1,992
1,889
1,678
2,191
1,196
1,419
1,715
1,788
1,938
2,114
2,165
2,123
2,301
2,202
2,153
1,953
2,289
1,343
1,557
1,884
2,098
2,338
2,296
2,559
2,582
2,517
2,727
2,536
2,311
2,544
1,562
1,922
2,569
3,031
2,502
2,691
2,950
2,889
2,948
2,619
2,709
2,498
2,859
1,952
2,360
2,339
2,963
2,664
3,005
3,104
3,151
3,094
3,159
2,904
2,569
2,958
1,808
2,151
2,432
London Overground
34
46
40
44
91
125
92
73
57
37
38
47
40
60
45
59
96
45
30
40
78
52
44
21
40
59
38
20
36
66
54
29
65
32
53
69
32
64
115
45
102
113
104
122
95
118
116
91
98
62
53
58
79
61
91
65
125
90
104
79
115
84
59
83
80
Merseyrail
210
174
227
254
236
228
238
239
153
224
141
140
212
208
227
299
313
251
280
222
188
201
240
145
151
191
263
253
247
263
280
292
245
230
195
252
136
189
198
273
237
263
252
297
300
254
253
159
226
131
217
196
319
268
312
408
433
387
316
306
265
362
205
283
339
Northern
2,019
2,048
2,519
2,431
2,619
2,662
2,610
2,307
1,766
2,372
1,017
1,428
1,889
2,025
2,481
2,598
2,955
2,656
2,892
2,608
2,259
1,970
2,564
1,335
1,545
2,148
2,174
2,610
2,860
3,161
3,076
3,202
2,881
2,778
2,353
3,030
1,498
1,812
2,323
2,942
2,813
3,019
3,262
3,239
3,441
3,178
2,899
2,449
3,060
1,456
1,899
2,492
3,206
3,248
3,957
4,119
4,029
4,278
3,930
3,529
2,880
3,907
1,913
2,330
2,675
ScotRail
3,644
3,824
4,222
4,580
4,400
4,526
4,354
3,778
3,410
4,151
2,162
2,741
3,444
3,490
4,040
4,571
4,436
5,016
4,615
4,461
3,949
3,570
4,340
2,526
3,122
3,732
3,604
4,277
4,599
4,559
5,482
5,279
5,035
4,399
3,622
4,520
2,650
2,842
4,329
4,632
4,323
4,664
4,971
5,141
5,433
5,319
4,615
3,907
5,192
2,769
3,507
3,726
4,585
4,616
5,061
5,000
5,374
5,595
5,408
4,741
4,289
5,324
3,230
4,097
4,208
South West Trains
4,510
4,603
4,924
5,602
5,655
5,719
4,996
4,326
4,069
4,739
2,576
3,145
3,753
4,185
4,982
5,327
5,882
5,299
5,635
5,041
4,551
3,737
4,865
2,796
2,929
3,948
4,243
4,610
5,198
5,520
5,602
5,905
5,431
4,917
4,222
5,289
2,830
3,218
4,580
5,404
5,084
5,941
6,256
6,096
6,268
5,498
5,099
4,430
5,499
3,197
3,818
4,419
5,357
5,500
6,044
6,326
5,363
6,236
5,611
5,332
4,525
5,482
3,118
3,927
4,542
Southeastern
1,291
1,281
1,322
1,484
1,707
1,782
1,433
1,247
1,130
1,097
988
1,100
1,157
1,368
1,442
1,539
1,624
1,818
1,881
1,863
1,416
1,241
1,205
972
1,058
1,388
1,453
1,637
1,825
1,922
1,827
2,103
2,075
1,796
1,660
1,511
1,207
1,289
1,736
1,924
1,676
2,121
2,013
2,301
1,987
1,856
1,838
1,660
1,725
1,180
1,329
1,507
1,774
1,989
2,085
2,199
2,090
2,083
1,965
1,925
1,729
1,626
1,292
1,349
1,698
TfL Rail
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
:
212
208
223
188
128
143
143
143
89
96
136
106
92
122
107
160
153
148
148
122
105
75
100
51
52

Franchised TOCs
TransPennine Express
1,495
1,493
1,664
1,663
1,662
2,009
1,768
1,620
1,233
1,775
788
1,139
1,366
1,431
1,734
1,854
1,925
1,800
2,136
1,960
1,599
1,344
1,980
919
979
1,407
1,543
1,772
1,872
2,081
2,176
2,261
2,260
2,047
1,660
2,212
1,137
1,314
1,854
2,101
1,885
2,301
2,312
2,312
2,405
2,055
1,922
1,740
2,253
1,206
1,425
1,422
1,757
1,949
2,060
2,210
2,023
2,370
2,187
1,871
1,591
2,036
1,056
1,408
1,396
Virgin Trains East Coast
7,032
6,605
7,612
7,990
7,938
8,433
7,572
6,640
5,415
9,091
3,004
4,357
5,859
6,464
7,111
7,487
8,408
8,243
8,585
7,446
6,435
5,085
9,463
3,493
4,256
5,608
6,785
6,924
7,610
8,259
8,740
8,911
8,135
7,431
6,478
10,416
4,106
4,559
6,633
8,579
7,805
8,906
9,412
9,212
8,990
8,208
7,342
6,413
10,567
4,013
5,358
6,352
7,830
7,964
9,031
9,908
9,788
9,885
8,879
7,654
6,662
10,967
4,086
5,583
6,002
Virgin Trains West Coast
6,446
6,642
7,386
7,469
7,753
8,146
7,800
6,747
5,554
8,278
3,391
4,510
5,555
5,983
7,037
7,278
7,917
7,703
7,966
7,359
6,966
5,632
8,135
3,856
4,374
5,772
6,819
7,205
7,573
8,487
8,755
8,893
8,338
7,943
6,493
8,912
4,453
5,030
7,011
8,839
7,621
8,487
9,179
9,230
9,662
8,585
7,909
6,700
9,576
4,971
6,287
6,661
8,208
8,398
9,138
9,488
9,566
10,241
9,590
8,626
7,423
11,017
5,022
6,243
7,337
Other
Heathrow Express
19
20
20
8
12
19
22
28
30
14
19
23
23
14
15
19
15
15
18
23
17
16
22
36
11
14
18
23
23
14
15
19
27
21
17
27
25
18
23
20
13
34
24
25
31
34
40
48
39
40
34
41
33
24
43
29
29
36
41
36
28
39
32
36
48
Network Rail
20,642
20,567
23,089
24,040
23,555
26,226
23,238
21,337
18,668
25,193
11,905
14,951
18,945
20,529
22,728
23,636
26,268
24,405
25,653
24,031
22,582
19,330
26,489
13,507
15,390
19,233
21,486
22,826
23,816
26,206
27,001
27,320
26,355
25,189
21,956
29,111
15,378
17,247
23,328
28,024
25,326
27,501
29,020
29,079
29,046
26,804
25,820
23,323
29,220
16,399
19,623
21,597
27,372
26,699
28,865
30,976
31,065
31,283
28,826
26,882
23,916
30,407
16,376
19,992
22,646
Other
123
153
146
140
143
153
144
121
127
112
102
115
148
103
132
104
142
116
108
111
108
95
78
86
87
100
96
111
117
154
128
82
152
124
133
97
122
71
84
101
68
56
80
48
59
68
45
59
55
89
103
96
84
85
85
60
62
61
81
57
60
75
56
64
63
Source: (RDG) Rail Delivery Group
 
(:)           Data not available or operator not in service
(r)           Data revised
(p)          Data are provisional
 
Notes:
This table shows the number of passenger assists requested. These assists were booked through the National Passenger Assistance Booking System managed by RDG.
The number of assists are shown for each organisation that manages a station, and therefore not necessarily against the train company which the passenger travels with. For example, if a passenger requests an assist at Darlington station for a Cross Country train journey, the assist will be recorded against Virgin Trains East Coast, as Virgin Trains East Coast manage the station. This is why not all train operators are included within the list shown above.

It does not include un-booked assistance such as turn up and go offered by some train companies. Therefore, assists provided in this table may under represent all assists provided by train companies, as it includes only those assists recorded through the National Passenger Assistance Booking System.
 
1. Rail passenger assists are broken down by the station operator, Network Rail or other infrastructure manager who manage the station, rather than by inidividual TOCs. The non TOC-infrastructure managers are listed at the foot of the table.
Passenger assists: The number of assists which have been requested through the National Passenger Assistance Booking System.
Passenger bookings: The number of bookings made through the National Passenger Assistance Booking System. For each booking there can be several assists requested by the rail passenger. On average, there are around 3 assists requested per booking.
Compliance monitoring:
This  dataset is being released as part of a core data set for Complaints Handling Procedures (CHP) and Disabled People’s Protection Policies (DPPP) compliance monitoring.  The establishment of this core data set is an important way in which Train Operating Companies (TOCs) can demonstrate that they are complying with their obligations to disabled passengers and managing their complaints handling processes in accordance with published policies and procedures. The data will improve the transparency of the passengers’ experience and allow ORR to monitor operators’ progress on CHP and DPPP over time.
Factsheet:
A factsheet summarising the key points for passenger assists and disabled person’s railcard has been produced. Please see the following link:
Revisions:
For the latest information on data revisions, please see the revisions log: