Find out how reliable our Passenger Assist scheme is
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.
2022/2023
4 weeks ending | Railway Period | Booked | Unbooked | Incomplete |
---|---|---|---|---|
1st May 2022 | Period 1 | 3,410 | 453 | 3 |
28th May 2022 | Period 2 | 3,685 | 516 | 22 |
25th June 2022 | Period 3 | 3,555 | 672 | 32 |
23rd July 2022 | Period 4 | 3,957 | 416 | 2 |
26th August 2022 | Period 5 | 3,734 | 538 | 1 |
24th September 2022 | Period 6 | 3,756 | 644 | 2 |
2021/2022
2020/2021
4 weeks ending | Railway Period | Booked | Unbooked | Incomplete |
---|---|---|---|---|
2nd April 2022 | Period 13 | 2,543 | 321 | 3 |
5 March 2022 | Period 12 | 2,682 | 328 | 0 |
5 February 2022 | Period 11 | 1,477 | 319 | 1 |
8 January 2022 | Period 10 | 2,318 | 385 | 7 |
11 December 2022 | Period 9 | 2,569 | 388 | 17 |
13 November 2021 | Period 8 | 2,726 | 394 | 32 |
16 October 2021 | Period 7 | 3,045 | 439 | 25 |
19 September 2021 | Period 6 | 2,190 | 450 | 1 |
21 August 2021 | Period 5 | 2,545 | 432 | 10 |
24 July 2021 | Period 4 | 2,029 | 392 | 4 |
26 June 2021 | Period 3 | 1,710 | 308 | 5 |
29 May 2021 | Period 2 | 966 | 231 | 8 |
1 May 2021 | Period 1 | 452 | 197 | 5 |
4 weeks ending | Railway Period | Booked | Unbooked | Incomplete |
---|---|---|---|---|
31 March 2021 | Period 13 | 221 | 42 | 1 |
6 March 2021 | Period 12 | 136 | 59 | 0 |
6 Feb 2021 | Period 11 | 96 | 51 | 1 |
9 Jan 2021 | Period 10 | 410 | 110 | 7 |
12 Dec 2020 | Period 9 | 271 | 76 | 6 |
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 incomplete or failed booked assists - data provided through internal West Midlands Trains reporting mechanisms provided by frontline staff.
- Number of ‘turn up and go’ unbooked assists – data provided through internal West Midlands Trains reporting mechanisms provided by frontline staff.
For more information on our commitment to providing an accessible and inclusive service, visit our Passenger Assist and accessibility page.