Document summary
In 2008 we published the results of our survey on the efficiency of assistance for disabled travellers using the Assisted Passenger Reservation System (APRS). The results showed that the industry had some way to go to give disabled passengers full confidence inusing the railway. This year we have undertaken another broadly similar survey, covering the trains and stations of all franchised operators, the trains of all open-access operators and all Network Rail stations. Although there have been improvements with certain aspects of the journey since our last survey, the provision of information and assistance still appears to be inconsistent. A major obstacle is still informing front-line staff of passengers’ needs
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