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.

2025/2026

4 Weeks EndingRailway PeriodBooked Assistance CompletedUnbooked Assistance Completed
19th July 2025Period 447794438
16th August 2025Period 549704528
13 September 2025Period 652254673
11th October 2025Period 749474455
8th November 2025Period 844974331
6th December 2025Period 943504250
3rd January 2026Period 1049504219
31st January 2026Period 1130423284
28th February 2026Period 1238223852
31st March 2026 Period 1341734817
2nd May 2026Period 152955402
30th May 2026Period 251295170
27th June 2026Period 347795295

Passenger Assistance Call Centre Performance

4 Weeks EndingRailway PeriodCalls AnsweredCalls Answered in 30 seconds
19th July 2025Period 496%85%
16th August 2025Period 594%81%
13th September 2025Period 693%80%
11th October 2025Period 7 95%84%
8th November 2025Period 8 95%86%
6th December 2025Period 995%81%
3rd January 2026Period 1095%87%
31st January 2026Period 1198%94%
28th February 2026Period 1298%94%
31st March 2026Period 1395%82%
2nd May 2026Period 195%83%
30th May 2026Period 297%91%
27th June 2026Period 397%89%

Customer Rating Of Their Journey (Via Passenger Assistance App)

PeriodTotal Customer Responses% Positive% Negative
Period 435884%11%
Period 542083%12%
Period 643781%13%
Period 7 37781%14%
Period 8 39279%14%
Period 9 33880%15%
Period 1028676%17%
Period 1129985%12%
Period 1227081%14%
Period 1329578%16%
Period 126683%14%
Period 232385%10%
Period 331480%17%

2024/2025

4 Weeks EndingRailway PeriodBooked Assistance CompletedUnbooked Assistance Completed
28th April 2024Period 132381818
25th May 2024Period 234682128
22nd June 2024Period 330052067
20th July 2024Period 432252157
17th August 2024Period 5 34132458
14th September 2024Period 6 34342604
12th October 2024Period 731722361
9th November 2024Period 830482498
7th December 2024Period 936442543
4th January 2025Period 1028652542
1st February 2025Period 1119332317
1st March 2025Period 12 25432796
31st March 2025Period 1330683311

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

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