ORR: refund rights and accessibility improve

Britain’s rail industry has delivered improvements for passengers - particularly on refund rights and accessibility - despite the challenges of the past year.

That’s according to the Office of Rail and Road, which says that train and station operators are on the way to having 30,000 passenger-facing staff trained in disability awareness and equality by the end of 2021, and that all websites now clearly display information about the passenger assistance service. The notice period for booking assistance has also been reduced to six hours before travel.

In 2020-21, ORR intervened in the areas of booked assistance, the introduction of new mobile assistance teams, and the quality of information provided to passengers ahead of major station closures.

To read the full story, see RAIL 936

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