New figures released by the Office for Rail and Road (ORR) show that the railway industry has seen a remarkable increase in the assistance provided to passengers requesting additional support while travelling by rail.

An ongoing commitment by the rail industry to make travel accessible and inclusive for all passengers, coupled with increased demands for assistance, led to a 60% increase in requests for additional support in the year to March 2023.

Such an increase will make the case for additional improvements to ensure rail accessibility is as inclusive as possible. Upgrades already available include the provision of information regarding amendments to bookings or service cancellations.

At present, disabled passengers or anyone else who requires assistance have the option to use Passenger Assist to pre-book their request or use the Turn Up and Go service to ask for help once they get to a station.

The latter service does mean that making a spur-of-the-moment decision to travel should not deter someone who might require additional assistance. Customers can also count on station staff to offer assistance, where this is available.  There is also the possibility of requesting assistance at a help point, where passengers can be connected to those who can help them.

Passenger Assist can be pre-booked up to two hours before travelling.  This can be done by phone, through the app, the website or by text.  Travellers can also turn up at a staffed station and request Passenger Assist.

Other improvements to services include the Sunflower Lanyard and the JAM – Just A Minute – cards tailored to those with non-visible disabilities.  The Hidden Disabilities Sunflower allows a customer to share the fact they have a disability or condition which is not always visible, and in a discrete way. JAM cards show that the bearer may need extra time and understanding in an easy and more private manner.  British Sign Language (BSL) information screens have been installed at major stations and live lift availability status on the National Rail Accessibility Map is currently being piloted.

Work is ongoing on a long-term accessibility strategy led by the Great British Railways Transition Team (GBRTT) and working with the Rail Delivery Group.

Jacqueline Starr, Chief Executive of Rail Delivery Group, said: “It’s great to see demand for rail is rising and more people requiring assistance are using the services we provide to complete their journeys. We know that the service isn’t perfect every time, but we are committed to creating a more inclusive and accessible railway for disabled passengers. Staff do a wonderful job helping people with accessibility needs every day, and our focus is on continuing to improve the services available to customers to request assistance and help them to travel when and how they prefer.”

“In our ongoing ‘Travelling in our shoes’ initiative senior members of Rail Delivery Group along with myself, travel on the network with passengers who have disabilities. This provides firsthand insights into the challenges faced by our disabled passengers, directly learning from those with lived experience.

“We will continue to work collaboratively with stakeholders and accessibility groups, working towards a long-term accessibility strategy that continues to create a more inclusive railway, accessible to all.”