Document summary
In 2017, Breaking Blue undertook research to investigate the extent to which Passenger Assist was meeting users’ needs and expectations overall and how well individual operators were performing in terms of meeting their Passenger Assist obligations. The results informed ORR’s Improving Assisted Travel consultation published in November 2017. ORR commissioned a second wave of this research to cover the period 2018-19, the results of which are set out in this report.
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