According to Gov.UK, there are obligations on rail transport providers.
All licensed train and station operators are required to establish and comply with an accessible travel policy (ATP). An operator’s ATP sets out the level of services and facilities that disabled passengers can expect, how to get assistance and how to get help if things do go wrong. The Office of Rail and Road (ORR) approves and monitors train and station operators’ compliance with the ATP requirements.
The assistance offered by each operator varies slightly but as a minimum all operators must provide:
– passenger assist: assistance should be provided at all stations during hours when trains are scheduled to serve the station.
– alternative accessible transport: if a station is inaccessible, operators must provide, without extra charge, an appropriate alternative service to the next, most convenient, accessible station
– assistance must also be provided when this has not been arranged in advance, depending on conditions at the time of travel as well as staff availability
– tickets and fares: if disabled passengers are unable to book a ticket in advance, they must be able to do so at the station without penalty on the train or at the station
– luggage: operators must ensure staff will be available to assist when this assistance has been arranged in advance
– scooter carriage: operators must make policy clear in an ATP, particularly with regard to any policy excluding carriage of scooters
– passenger information: operators must provide up-to-date information about accessibility of facilities and services, timetables, fares, connections and delays, disruption, diversions and emergencies
– aural and visual information: commitment to provide, wherever possible, clear and consistent aural and visual information on train departures
– the disabled person’s railcard (DPRC): if you’re eligible for a DPRC you can get up to a third off adult rail tickets by applying for a disabled person’s railcard – you must provide evidence of a relevant disability
Rail complaints and enforcement process
As a disabled passenger, if you are not satisfied with the rail service provided, you should contact the train operating company that you used. If you are not satisfied with the response, you can then contact the independent Rail Ombudsman. The Rail Ombudsman was established by industry to investigate and rule on unresolved customer complaints, with the power to issue decisions that are binding on the industry.
ORR is responsible for monitoring train operating companies’ compliance with their ATP obligations.
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