Rail assistance failing passengers, says report

By Cathy Reay

A third of disabled travellers are left stranded on trains and platforms because rail companies are failing to provide vital assistance, according to a new report.

“Mystery shopper” surveys conducted by the national rail watchdog Passenger Focus found that staff at stations were not ready to help one in three passengers who had booked assistance through the Assisted Passenger Reservation Service (APRS).

In 15 per cent of cases, there were no provisions to help the disabled passenger get off the train.

Less than half of the mystery shoppers felt the assistance provided on their journey was adequate, with one in four saying they were not confident their needs would be met in booking help from APRS.  

The research was carried out in 2007 in London and the south-east of England, and in the spring of 2008 in Wales, Scotland and the rest of England.

A Disabled Persons Transport Advisory Committee (DPTAC) spokeswoman said: “APRS needs a comprehensive review. The system is failing many disabled people and ironically a failure can cost the rail operator a great deal of money by delaying the prompt departure of the train.

“We believe there is a need for a more effective APRS which makes better use of technology and that consistency and success will encourage more disabled passengers to use it.”

An Association of Train Operating Companies (ATOC) spokesman said they and train operators have been trying to improve APRS.

He added: “There is evidence that these efforts are paying off, with passenger satisfaction between the two phases of the research increasing from 60 per cent to 75 per cent.”

Passenger Focus has made several recommendations, including national monitoring of APRS, improved communication between APRS and train staff, and appropriate training.

The Department for Transport said it was considering the report.
26 September, 2008