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.

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
24th June 2022 Period 3 3,555 672 32
23rd July 2022 Period 4 3,957 416 2
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.