Passenger assistance

Ahead of the scheduled publication of April 2023 to March 2024 rail periods 5 to 7 data, it was identified that the data supplied contained unbooked assists. Since then, ORR has worked closely with Rail Delivery Group (RDG) to correct the data and to ensure ORR better understands the system and process for producing the passenger assist data. For more information on the changes, please see the revisions log or page 7 of the latest factsheet below.

Periodic (4-weekly) statistics containing data on the number of assists and bookings made 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 Passenger assistance and Disabled Persons Railcards quality and methodology 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

Latest factsheet

Rail passenger assists 2023-24 Periods 11 to 13 (7 January 2024 to 31 March 2024)

Date published: 11 Jul 2024
Date next published: 31 Oct 2024

Key results

• In the latest year (April 2023 to March 2024), there were 1,376,878 passenger assists requested, an increase of 20% on the previous year and more than in any previous year.
• There were 354,521 passenger bookings during the latest year.
• In the latest year (April 2023 to March 2024), Network Rail managed stations accounted for 32% (440,031) of all passenger assists. Stations managed by the remaining SFOs accounted for the other 68% (936,847) of passenger assists.