Passenger Assistance delivery performance

Find out how reliable our Passenger Assist scheme is performing

Our Passenger Assist scheme is regularly monitored to ensure our service delivery meets the commitments set by the Office of Rail and Road (ORR) .

This data covers the service provided across both West Midlands Railway and London Northwestern Railway services.

The following information outlines the numbers of passenger utilising our Passenger Assist service and how reliably we are delivering this service.

2024/2025

4 Weeks Ending Railway Period Booked Assistance Completed Unbooked Assistance Completed
28th April 2024 Period 1 3238 1818
25th May 2024 Period 2 3468 2128
22nd June 2024 Period 3 3005 2067

Passenger Assistance Call Center Performance

4 Weeks Ending Railway Period Calls Answered Calls Answered in 30 seconds
31st March 2024 Period 13 95% 84%
28th April 2024 Period 1 95% 84%
25th May 2024 Period 2 97% 85%
22nd June Period 3 97% 85%

Customer Rating Of Their Journey (Via Passenger Assistance App)

Period Total Customer Responses % Positive % Negative
Period 8 587 95% 5%
Period 9 491 93% 4%
Period 10 515 87% 10%
Period 11 771 94% 3%
Period 12 1026 94% 4%
Period 13 587 92% 5%
Period 1 593 92% 4%
Period 2 138 87% 13%
Period 3 168 70% 27%

2023/2024

4 Weeks Ending Railway Period Booked Assistance Completed Unbooked Assistance Completed
27th May 2023 Period 2 3130 624
24th June 2023 Period 3 3298 614
22nd July 2023 Period 4 3374 720
19th August 2023 Period 5 3511 854
16th September 2023 Period 6 3672 914
14th October 2023 Period 7 3486 1051
11th November 2023 Period 8 3271 1147
09th December 2023 Period 9 2919 1022
06th January 2024 Period 10 3096 1264
03rd February 2024 Period 11 2290 1115
02nd March 2024 Period 12 2936 1467
31st March 2024 Period 13 3261 1641

How is this data collected?

All data covers the service provided across both West Midlands Railway and London Northwestern Railway services

  • Number of booked assists – data provided by the Rail Delivery Group (RDG) in respect to the number of booked assists recorded across the West Midlands Trains network.
  • Number of ‘turn up and go’ unbooked assists – data provided by the Rail Delivery Group (RDG) & West Midlands Trains reporting mechanisms in respect to the number of unbooked assists recorded across the West Midlands Trains network.

For more information on our commitment to providing an accessible and inclusive service, visit our Passenger Assist and accessibility page.