We use cookies to improve your experience when viewing our site - feel free to read our cookie policy.

By continuing to use this site, you are condoning the use of these cookies.

orr_2020_logo
ORR protects the interests of rail and road users. We are improving the safety, value, and performance of railways and roads, today and in the future.



Passenger assistance

Periodic (4-weekly) statistics containing data on the number of pre-booked and turn up and go assists requested by rail passengers. Whilst all of these statistics are published at a periodic level, they are updated quarterly. These data form part of ORR's core consumer data requirements from train operating companies; more information can be found at ORR core data. Information on ORR’s research to gather feedback on passengers’ experiences of accessibility and assisted travel services can be found under ORR research into accessibility.

For details on how these statistics are compiled, please see our Rail passenger accessibility quality report.

Our statistical practice is regulated by the Office for Statistics Regulation (OSR).

If you have any questions or feedback on these statistics, please contact rail.stats@orr.gov.uk

The dashboard contains data up to April 2024 to March 2025 rail periods 11 to 13. We have not included data for April 2025 to March 2026 rail periods 1 to 4 whilst we review the impact of a recent survey methodology change. Quarterly assists volumes published in the statistical release and accompanying data tables are not affected by this change.

Latest factsheet

Rail passenger assists 2024-25 Periods 1 to 4 (1 April 2025 to 20 July 2025)
Rail passenger assists 2024-25 Periods 1 to 4 (1 April 2025 to 20 July 2025)

Date published: 16 Oct 2025
Date next published: 15 Jan 2026

Key results

  • In rail periods 1 to 4, there were 593,642 pre-booked passenger assists requested, an increase of 19% on the previous year and more than in any previous year.
  • Staff recorded requests for 445,408 turn up and go passenger assists in the latest four periods.
  • Network Rail managed stations accounted for 30% (177,536) of all pre-booked passenger assists requested and 27% (122,143) of all turn up and go passenger assists requested during rail periods 1 to 4.

Historical factsheets

Data tables