The Office of Rail and Road (ORR) has released a new study highlighting the need for train operators to make better use of data insights and streamline communications to improve assistance for passengers at busy stations.
The regulator’s findings suggest that while dedicated staff apps have proven beneficial, there is significant scope to leverage data and technology further to enhance the passenger experience. This study forms part of the ORR’s broader accessibility work, which aims to ensure the reliability of assistance for all passengers who require it. Effective communication of assistance needs between stations is identified as a crucial factor in successful delivery.
When assistance fails, it can cause considerable distress for affected passengers. This latest report from the ORR sheds more light on areas for improvement and follows the regulator’s 2024 assessment of how operators delivered assistance.
The ORR’s consumer team conducted first-hand examinations of handover procedures at five busy stations: Birmingham New Street, Bristol Temple Meads, Crewe, London King’s Cross, and Manchester Piccadilly.
The study found that technologies such as the Passenger Assist staff app and dashboard allow staff providing assistance to better manage and respond to both pre-booked and ‘turn-up-and-go’ assistance requests. This significantly reduces the risk of information being lost or miscommunicated between stations. Furthermore, stations with structured approaches to risk management and regular staff engagement demonstrated stronger continuous improvement and accountability.
Areas for Improvement Identified
However, the ORR also noted that while the Passenger Assist system records the outcome of assistance requests, this data is not routinely reviewed to identify trends or inform service improvements. The regulator also highlighted an increased risk of missed or misunderstood information where some stations are moving away from telephone handovers without clearly communicating this shift with other operators or stations.
The ORR has issued several recommendations for operators and Network Rail at stations that handle high volumes of passenger assistance:
- Train operators should hold regular staff meetings at station-level to review assistance data, helping to identify and address the root causes of assistance failures.
- Train operators should review how best to utilise the Passenger Assist staff app and dashboard to improve communications between stations. They should also inform the ORR if they believe they can deliver equivalent or better outcomes for passengers without routinely making phone calls. The ORR would then assess the risks to passengers from any proposed updates to communication processes.
The ORR will convene a meeting with operators before the summer to discuss the report’s findings and recommendations.
“Common-Sense Steps for a More Reliable Service”
Stephanie Tobyn, Director of Strategy, Policy and Reform at the ORR, said:
The way assistance requests are communicated between stations is essential to making sure a passenger gets the help they need and expect. The process needs to work in practice and it’s essential to use data from the latest technology to learn and improve.
We look forward to meeting with operators soon to talk through these positive and common-sense steps, which should support a more reliable service for passengers.
Photo: ORR
