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Investigating assistance provision to disabled rail users

Status of Publication: Published/Completed
Date produced: 2009
Authoring organisation/Author affiliation: Passenger Focus
Individual author(s): Carden, J., Sultana, I. & P. Wilks
Type of Resource: Research
Impairment area(s): Pan-impairment
Transport mode(s): Train
Journey stage: Waiting and interchanging, Boarding or alighting, Travelling
Region: Great Britain
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Document summary

This paper reports on research asking disabled people to mystery shop the rail industry’s Assisted Passenger Reservation Service (APRS). This was prompted by Passenger Focus receiving direct complaints, but also personal experience and anecdotal evidence of poor service. APRS is intended to assist disabled passengers to use trains in Great Britain. This research was commissioned to test the quality of the APRS booking service and the assistance provided on the journey. Disabled mystery shoppers completed 180 rail journeys in various parts of Great Britain.

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