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 | TBA | TBA |
Passenger Assistance Call Center Performance
| 4 Weeks Ending | Railway Period | Calls Answered | Calls Answered in 30 seconds |
|---|---|---|---|
| 31st March 2024 | Period 13 | 95% | 84% |
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 | TBA | TBA | TBA |
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.