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
Latest factsheet
Rail passenger assists 2024-25 Periods 11 to 13 (7 January 2025 to 31 March 2025)
Date published: 03 Jul 2025
Date next published: 23 Oct 2025
Key results
- In rail periods 11 to 13, there were 312,576 pre-booked passenger assists requested, an increase of 20% on the previous year and more than in any previous year.
- Staff recorded requests for 236,604 turn up and go passenger assists in the latest three periods.
- Network Rail managed stations accounted for 32% (99,555) of all pre-booked passenger assists requested and 30% (69,898) of all turn up and go passenger assists requested during rail periods 11 to 13.
Historical factsheets
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2024-25
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2023-24