# Annual Rail Consumer Report Findings By Train Company 2019-2020

## Contents

| Guidance                     |   1 |
|------------------------------|-----|
| Avanti West Coast            |   4 |
| c2c                          |   7 |
| Caledonian Sleeper           |  10 |
| Chiltern Railways            |  13 |
| CrossCountry                 |  16 |
| East Midlands Railway        |  19 |
| Govia Thameslink Railway     |  22 |
| Grand Central                |  25 |
| Great Western Railway        |  28 |
| Greater Anglia               |  31 |
| Heathrow Express             |  34 |
| Hull Trains                  |  37 |
| London North Eastern Railway |  40 |
| London Overground            |  43 |
| Merseyrail                   |  46 |
| Northern Trains              |  49 |
| ScotRail                     |  52 |
| South Western Railway        |  55 |
| Southeastern                 |  58 |
| TfL Rail                     |  61 |
| TfW Rail                     |  64 |
| Transpennine Express         |  67 |
| West Midlands Trains         |  70 |

## Key Facts

Owner group:  This is the parent company which owns the train operating company.

Operator:  Train operating company. Franchise:  Name of the franchise the train operating company operates. Franchise period:  Period of time for which the train operating company has been contracted to run the franchise. Sector:  Long distance, Regional, London and South East and Scotland. Operated stations 2019-20:  Number of stations the train company operates. Employees 2019-20:  Number of employees the train operating company has. Passenger journeys 2019-20:  Number of annual passenger journeys on the train operating company.

## Provision Of Information To Passengers Passenger Satisfaction With The Usefulness Of Information When Delays Occur

Passenger satisfaction with how well the train company deals with delays, available at both train operating company and a national level. The data is sourced from Transport Focus twice yearly National Rail Passenger Survey (NRPS). Data is included from Spring 2015 to Autumn 2019. Autumn 2019 data was published on 28 January 2020. The side arrows indicate the percentage point change from Autumn 2018 to Autumn 2019.

## Passenger Satisfaction With How Well The Train Company Deals With Delays

Passenger satisfaction with the usefulness of information provided to passengers when delays occur, available at both train operating company and a national level. The data is sourced from Transport Focus twice yearly National Rail Passenger Survey (NRPS). Data is included from Spring 2015 to Autumn 2019. Autumn 2019 data was published on 28 January 2020. The side arrows indicate the percentage point change from Autumn 2018 to Autumn 2019.

## Passenger Satisfaction With Provision Of Information During The Journey

Passenger satisfaction with the information provided to passengers during the journey, available at both train operating company and a national level. The data is sourced from Transport Focus twice yearly National Rail Passenger Survey (NRPS). Data is included from Spring 2015 to Autumn 2019. Autumn 2019 data was published on 28 January 2020. The side arrows indicate the percentage point change from Autumn 2018 to Autumn 2019.

## Accessibility And Inclusion Booked Assistance Volumes

The number of assists booked by passengers through the National Passenger Assistance Booking System, known as Passenger Assist, managed by the Rail Delivery Group (RDG). Please note, the data does not include unbooked assistance, often called 'Turn Up and Go'. 

The number of booked assistance requests are shown for each company that manages a station, and therefore not necessarily against the train company which the passenger travels with. For example, if a passenger books assistance at Darlington station to board a CrossCountry train, the assist will be recorded against the station operator, which in this case would be LNER. This is why we do not have any data for those train companies who do not manage any stations.

Source:  Rail Delivery Group (RDG)
Data tables: Rail passenger assists by station operator - Table 16.03

## Passenger Experience Of Booked Assistance In 2019-20

Passenger experience of booked assistance throughout 2019-20. Based on research by Breaking Blue 
(commissioned by ORR) consisting of interviews with 4,079 Passenger Assist users in 2019-20. This research is a repeat of the 2018-19 study which means the results are directly comparable.

The graphs are based on the following survey questions: 

1) Passenger outcome for assistance that was booked: Question D5 - did you actually receive the following assistance? 
2) Satisfaction with assistance at the station: Question D7 - how satisfied were you with the overall assistance at the station? 
3).   Satisfaction with the helpfulness and attitude of staff who provided assistance at the station: 
Question D17a - how satisfied were you with the helpfulness and attitude of staff who provided assistance at the station? 
4) Overall satisfaction with the whole process from booking  assistance to  assistance received: 
Question D21 - how satisfied are you with the whole process from booking the assistance to the assistance received.
The sample size is shown due to varying sample sizes between operators. 

Operators with a sample size below 70 are not shown due to issues with the robustness of the data. 

Data not available for those operators who do not operate any stations, a note will indicate where this is the case.

Claims for redress following booked 
assistance failure in 2019-20
This box shows the volume of claims received 
for redress due to booked assistance 
failure in 2019-20, and the percentage of 
claims approved by the train operator.

 The graph shows this by 'rail period' where a rail period is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) 
and there are 13 rail periods in a financial year.

Note: This data was collected for the first time in 2019-20
Source: Train Operating Companies

## Guidance On Interpreting The Data Alternative Accessible Transport

The number of instances where the train company provided Alternative Accessible Transport (AAT) in 2019-
20. All operators must provide free alternative transport to take passengers to the nearest or most convenient accessible station in certain circumstances, including:

- When a station is inaccessible to the passenger;
- When rail replacement services are running that 
are not accessible to the passenger (because of 
planned engineering works for example); or
- When there is disruption to services at short 
notice that, for whatever reason, makes services 
inaccessible to disabled passengers. 
The volume of AAT a train company provides can be influenced by a number of factors which means volumes can often vary significantly from year to year.

Source: Train Operating Companies 

Top 5 reasons for accessibility complaints in 2019-20
The data in this box shows the top five causes of 
accessibility complaints for the train operator 
in 2019-20. The table also shows the proportion 
(as a percentage) of accessibility complaints 
each of these issues accounted for.

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## Complaints Handling And Delay Compensation Guidance On Interpreting The Data

Complaints rate (per 100,000 journeys) 
in 2019-20 by quarter
Complaints responded to within 20 
working days in 2019-20 by quarter
The percentage of complaints which are answered 
by the train operator within 20 working days. 
Our regulatory requirement is to close 95% 
of complaints within 20 working days.

The volume of complaint correspondence closed per 100,000 journeys. Complaints are normalised by passenger journeys to allow effective comparison of data between time periods and train operating companies.

Results are provided for the four quarters in 2019-
20 which refer to 3-monthly time periods.

Results are provided for the four quarters in 2019-
20 which refer to 3-monthly time periods.

Source: Train Operating Companies and LENNON 
(the rail industry's ticketing  and revenue database) 
Data tables: Complaints rate by train operating company - Table 14.9
PP = percentage point change Source: Train Operating Companies  
Data tables: Complaints responded to within 10 
and 20 working days by TOC - Table 14.2
Top 5 reasons for complaints in 2019-20
The data in this box shows the top five causes of complaints for the train operator in 2019-
20. The table also shows what proportion of complaints each of the top five complaints issues accounted for and the percentage point change for each complaint category versus 2018-19.

Source: Train Operating Companies Data tables: Complaints rate by NRPS category by TOC - Table 14.5

## Passenger Satisfaction With Complaint Handling 2019-20

Satisfaction with complaints handling process The proportion of passengers who were satisfied, dissatisfied and neither satisfied nor dissatisfied with the complaints handling process.

This data is generated from our complaint handling satisfaction survey administered by Critical Research on behalf of ORR. The 2019-20 survey wave generated just over 54,000 passenger responses. The number of responses per train company is also provided.

Source: Train Operating Companies 
   Data tables: Passenger satisfaction with complaints handling - Table 14.18

           Satisfaction with outcome of complaint
The proportion of passengers who were satisfied, 
dissatisfied and neither satisfied nor dissatisfied 
with the outcome of their complaint.

## Delay Compensation Claims In 2019-20

The left-hand side of this box displays the volume of delay compensation claims closed by the train operator in 2019-20. The graph shows this by 'rail period' where a rail period is normally 28 days, or four weeks, for business reporting purposes 
(Sunday to Saturday) and there are 13 rail periods in a financial year.

The top-right hand side of this box displays the proportion of delay compensation claims closed which were approved by the train operator.

The bottom-right hand side of this box displays the proportion of delay compensation claims closed which have been answered by the train operator within 20 working days.

## Key Facts Avanti West Coast

| Operated stations 2019-20:      | 16    |
|---------------------------------|-------|
| Employees 2019-20:              | 3,383 |
| Passenger journeys 2019-20:     |       |
| % change compared to last year: |       |

Owner group:  First Trenitalia West Coast Rail Limited Operator:  Avanti West Coast Franchise:  InterCity West Coast Franchise period:  December 2019 - 2031 Sector:  Long distance Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes Avanti West Coast received 98,913 booked assistance requests in 2019-20. This accounted for 8.1% of all booked assists made nationally in 2019-20.

to Saturday) and there are 13 rail periods in a financial year.

Top 5 reasons for accessibility complaints in 2019-20 Overall 1.0% (n=855) of  complaints received by this operator were related to accessibility issues.

Claims for redress following booked assistance failure in 2019-20 Avanti West Coast received 386 claims for redress following booked assistance failure in 2019-20, of which 40.4% were approved.

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## Avanti West Coast

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers

% of
Complaint type
accessibility
complaints
Booked assistance not provided at station
39%
TOC accessibility policy
10%
Assistance booking process
9%
The ease of being able to get on and off
6%
Booked assistance not provided on train
6%

## Complaints Handling And Delay Compensation Delay Compensation Claims In 2019-20

Avanti West Coast closed 584,426 delay compensation claims in 2019-2020. This is 35% higher than the previous year.

Avanti West Coast switched from DR30 scheme to DR15 from 2019-20 P10.

## Avanti West Coast

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts

| Operated stations 2019-20:      | 25   |
|---------------------------------|------|
| Employees 2019-20:              | 643  |
| Passenger journeys 2019-20:     |      |
| % change compared to last year: |      |

Owner group:  Trenitalia Operator:  c2c Franchise:  Essex Thameside Franchise period:  9 November 2014 - 10 November 2029 Sector:  London and South East Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes c2c received 822 booked assistance requests in 2019-20. This accounted for 0.1% of all booked assists made nationally in 2019-20.

28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. Data tables: Rail passenger assists by station operator - Table 16.03
No data is available on this company's performance on the reliability of its booked assistance due to a low sample size, which is a natural effect of having lower than average booking volumes.

Source: Research by Breaking Blue Report: Research into passenger experiences of Passenger Assists

Overall 0.7% (n=110) of complaints received by this operator were related to accessibility issues.

Claims for redress following booked assistance failure in 2019-20 c2c received 28 claims for redress following booked assistance failure in 2019-20, of which 21.4% were approved.

Unable to hear announcements at station/on train
11%
Lack of disabled facilities at station/on train
5%

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5
Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers

% of
Complaint type
accessibility
complaints
Other accessibility
31%
Booked assistance not provided at station
17%
Booked assistance not provided on train
8%

## Complaints Handling And Delay Compensation Delay Compensation Claims In 2019-20

c2c closed 20,097 delay compensation claims in 2019-2020. This is 55% lower than the previous year.

c2c operate the Delay Repay 15 compensation scheme. Source: Train Operating Companies Data tables: Rail delay compensation claims by TOC - Table 17.01
Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts Caledonian Sleeper

| Operated stations 2019-20:      | 0   |
|---------------------------------|-----|
| Employees 2019-20:              | 195 |
| Passenger journeys 2019-20:     |     |
| % change compared to last year: |     |

Owner group:  Serco Operator:  Caledonian Sleeper Franchise:  Caledonian Sleeper Franchise period:  31 March 2015 - 31 March 2030 Sector:  Scotland Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

## Provision Of Information To Passengers Passenger Satisfaction With The Usefulness Of Information When Delays Occur

Note: Caledonian Sleeper does not participate in the National Rail Passenger Survey. Instead, Transport Focus carry out an individual survey for Caledonian Sleeper. The latest data will be published on the Transport Focus website.  A link to the June 2017 results have been provided at the bottom of this page.

## Passenger Satisfaction With How Well The Train Company Deals With Delays

Note: Caledonian Sleeper does not participate in the National Rail Passenger Survey. Instead, Transport Focus carry out an individual survey for Caledonian Sleeper. The latest data will be published on the Transport Focus website.  A link to the June 2017 results have been provided at the bottom of this page.

## Passenger Satisfaction With Provision Of Information During The Journey

Note: Caledonian Sleeper does not participate in the National Rail Passenger Survey. Instead, Transport Focus carry out an individual survey for Caledonian Sleeper. The latest data will be published on the Transport Focus website.  A link to the June 2017 results have been provided at the bottom of this page.

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Caledonian Sleeper passenger satisfaction Source:  Transport Focus, National Rail Passenger Survey

## Accessibility And Inclusion Booked Assistance Volumes

Note: This excludes un-booked assistance. A 'rail period' is normally 
28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator - Table 16.03
for Caledonian Sleeper as they do not manage any stations.

Source: Research by Breaking Blue Report: Research into passenger experiences of Passenger Assists

Top 5 reasons for accessibility complaints in 2019-20 Overall 1.4% (n=18) of  complaints received by this operator were related to accessibility issues.
assistance failure in 2019-20 Caledonian Sleeper received 2 claims for redress following booked assistance failure in 2019-20, of which 100% were approved.
[No other accessibility categories reported]
-
[No other accessibility categories reported]
-

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## Caledonian Sleeper

Alternative accessible transport
All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 
	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers

% of
Complaint type
accessibility
complaints
Other accessibility
94%
Disabled parking
6%

in 2019-2020.  This is 81% higher than the previous year.

## Caledonian Sleeper

complaints in 2019-20

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts Chiltern Railways

| Operated stations 2019-20:      | 35   |
|---------------------------------|------|
| Employees 2019-20:              | 850  |
| Passenger journeys 2019-20:     |      |
| % change compared to last year: |      |

Owner group:  Arriva UK Trains Operator:  Chiltern Railways Franchise:  Chiltern Railways Franchise period:  21 July 1996 - 11 December 2021 Sector:  London and South East Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes Chiltern Railways received 16,926 booked assistance requests in 2019-20. This accounted for 1.4% of all booked assists made nationally in 2019-20.

Note: This excludes un-booked assistance. A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. Data tables: Rail passenger assists by station operator - Table 16.03
No data is available on this company's performance on the reliability of its booked assistance due to a low sample size, which is a natural effect of having lower than average booking volumes.

Source: Research by Breaking Blue Report: Research into passenger experiences of Passenger Assists

operator were related to accessibility issues.

Claims for redress following booked assistance failure in 2019-20 Chiltern Railways received 39 claims for redress following booked assistance failure in 2019-20, of which 84.6% were approved.

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## Chiltern Railways

Alternative accessible transport
All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 
	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers

% of
Complaint type
accessibility
complaints
Booked assistance not provided at station
26%
Other accessibility
17%
Assistance booking process
16%
Assistance staff
10% 8%

Chiltern Railways closed 24,561 delay compensation claims in 2019-2020.  This is 17% higher than the previous year.

## Chiltern Railways

complaints in 2019-20

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts Crosscountry

| Operated stations 2019-20:      | 0     |
|---------------------------------|-------|
| Employees 2019-20:              | 1,978 |
| Passenger journeys 2019-20:     |       |
| % change compared to last year: |       |

Owner group:  Arriva UK Trains Operator:  CrossCountry Franchise:  New CrossCountry Franchise period:  September 2016 - October 2020 Sector:  Long distance Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

## Accessibility And Inclusion Booked Assistance Volumes

Note: This excludes un-booked assistance. A 'rail period' is normally 
28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator - Table 16.03
Data on passenger satisfaction with booked assistance is not available for CrossCountry as they do not manage any stations.

Report: Research into passenger experiences of Passenger Assists

Top 5 reasons for accessibility complaints in 2019-20 Overall 0.8% (n=215) of  complaints received by this operator were related to accessibility issues.
Claims for redress following booked 
assistance failure in 2019-20
CrossCountry received zero claims for redress 
following booked assistance failure in 2019-20.

Note: This data was collected for the first time in 2019-20
Source: Train Operating Companies

Unbooked  assistance not provided at station
9%

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## Crosscountry

Alternative accessible transport
All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers

% of
Complaint type
accessibility
complaints
Booked assistance not provided at station
23%
Assistance booking process
17%
Disabled toilets at station/on train
11%
Assistance staff
9%

## Complaints Handling And Delay Compensation Delay Compensation Claims In 2019-20

in 2019-2020.  This is 20% higher than the previous year.

CrossCountry operate the Delay Repay 30 compensation scheme. Source: Train Operating Companies Data tables: Rail delay compensation claims by TOC - Table 17.01

## Crosscountry

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts East Midlands Railway

Operated stations 2019-20:  90
Employees 2019-20:  2,441 Passenger journeys 2019-20:  25.4 million % change compared to last year:  -5.0
Owner group:  Stagecoach Operator:  East Midlands Trains Franchise:  East Midlands Franchise period:  August 2019 - August 2027 Sector:  Long distance / Regional Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes East Midlands Railway received 62,945 booked assistance requests in 2019-20. This accounted for 5.2% of all booked assists made nationally in 2019-20.

to Saturday) and there are 13 rail periods in a financial year.

Top 5 reasons for accessibility complaints in 2019-20 Overall 2.7% (n=427) of  complaints received by this operator were related to accessibility issues.

Claims for redress following booked assistance failure in 2019-20 East Midlands Railway received 114 claims for redress following booked assistance failure in 2019-20, of which 46.5% were approved.

Lack of disabled facilities at station/on train
5%

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## East Midlands Railway

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers
whole process from booking  

% of
Complaint type
accessibility
complaints
Booked assistance not provided at station
46%
Other accessibility
27%
Assistance booking process
7%
Booked assistance not provided on train
4%

## Complaints Handling And Delay Compensation

Complaint type

## Passenger Satisfaction With Complaints Handling 2019-20   |   East Midlands Railway Sample Size: 1,394 Delay Compensation Claims In 2019-20

East Midlands Railway closed 175,939 delay compensation claims in 2019-2020. This is 156% higher than the previous year.

## East Midlands Railway

complaints in 2019-20

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts Govia Thameslink Railway

Operated stations 2019-20:  235
Employees 2019-20:  7,427 Passenger journeys 2019-20:  348.9 million % change compared to last year:  +2.2
Owner group:  Govia Operator:  Govia Thameslink Railway (GTR) Franchise:  Southern / Thameslink / Great Northern / Gatwick Express Franchise period:  14 September 2014 - 01 September 2021 Sector:  London and South East Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Passenger satisfaction with the usefulness of information when delays occur
Change on 
last year
Gatwick Express
Great Northern
15.8 PP
Southern
100%
Thameslink
National
51%
7.0 PP
75%
49%
50%
6.3 PP
48%
8.3 PP
45% 39%
A
| A      |
|--------|
| 6.7 PP |
2016
2017
2019
Passenger satisfaction with how well the train company deals with delays
Change on 
last year
Gatwick Express
Great Northern
18.3 PP
Southern
Thameslink
National
100%
3.7 PP
75%
57% 41%
6.1 PP
38%
10.1 PP
39%
7.3 PP
Passenger satisfaction with provision of information during the journey
Change on 
last year
Gatwick Express
Great Northern
0.7 PP
83%
Southern
100%
Thameslink
National
21.7 PP
75%
77% 77% 76%
-1.1 PP
76%
4.5 PP

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes Govia Thameslink Railway received 52,307 booked assistance requests in 2019-20. This accounted for 4.3% of all booked assists made nationally in 2019-20.

to Saturday) and there are 13 rail periods in a financial year.

Top 5 reasons for accessibility complaints in 2019-20 Overall 1.3% (n=651) of  complaints received by this operator were related to accessibility issues.

Claims for redress following booked assistance failure in 2019-20 Govia Thameslink Railway received 230 claims for redress following booked assistance failure in 2019-20, of which 57.4% were approved.

Unbooked  assistance not provided at station
14%
Lack of disabled facilities at station/on train
9%

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## Govia Thameslink Railway

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers
whole process from booking  
experiences of Passenger Assists

% of
Complaint type
accessibility
complaints
Booked assistance not provided at station
34%
Other accessibility
11%
Assistance staff
10%

This is 27% lower than the previous year.

## Govia Thameslink Railway

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts Grand Central

Owner group:  Arriva UK Trains Operator:  Grand Central Track access agreement:  18 December 2007 - 01 December 2026 Sector:  Long distance

| Operated stations 2019-20:      | 0   |
|---------------------------------|-----|
| Employees 2019-20:              | 222 |
| Passenger journeys 2019-20:     |     |
| % change compared to last year: |     |

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

## Accessibility And Inclusion Booked Assistance Volumes

received in each rail period is available for each 
is therefore not available for Grand Central 
because they do not manage any stations.

Note: This excludes un-booked assistance. A 'rail period' is normally 
28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator - Table 16.03
Passenger experience of booked assistance in 2019-20
Data on passenger satisfaction with booked assistance is not available for Grand Central as they do not manage any stations.

Source: Research by Breaking Blue Report: Research into passenger experiences of Passenger Assists

Top 5 reasons for accessibility complaints in 2019-20 Overall 0.8% (n=21) of  complaints received by this operator were related to accessibility issues.
Claims for redress following booked 
assistance failure in 2019-20
Grand Central received zero claims for redress 
following booked assistance failure in 2019-20.

Note: This data was collected for the first time in 2019-20
Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## Grand Central

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers

% of
Complaint type
accessibility
complaints
Assistance booking process
43%
Assistance staff
14%
Booked assistance not provided at station
14%
Booked assistance not provided on train
14%
The ease of being able to get on and off
10%

## Complaints Handling And Delay Compensation

Complaint type

## Delay Compensation Claims In 2019-20

Grand Central operate a traditional delay compensation scheme. Source: Train Operating Companies Data tables: Rail delay compensation claims by TOC - Table 17.01

## Grand Central

Top 5 reasons for complaints in 2019-20

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts Great Western Railway

Operated stations 2019-20:  197
Employees 2019-20:  6,452 Passenger journeys 2019-20:  97 million % change compared to last year:  -3.0
Owner group:  FirstGroup Operator:  Great Western Railway Franchise:  Greater Western Franchise period:  March 2015 - March 2023 Sector:  Long distance / London and South East /Regional Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes Great Western Railway received 154,195 booked assistance requests in 2019-20. This accounted for 12.6% of all booked assists made nationally in 2019-20.

Top 5 reasons for accessibility complaints in 2019-20 Overall 1.4% (n=919) of  complaints received by this operator were related to accessibility issues.

Claims for redress following booked assistance failure in 2019-20 Great Western Railway received 382 claims for redress following booked assistance failure in 2019-20, of which 24.6% were approved.

Lack of disabled facilities at station/on train
4%

## P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## Great Western Railway

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers
whole process from booking  
experiences of Passenger Assists

Complaint type
% of
accessibility
complaints
Booked assistance not provided at station
47%
The ease of being able to get on and off
34%
Assistance booking process
10%
TOC accessibility policy
3%

Great Western Railway closed 381,130 delay compensation claims in 2019-2020. This is 135% higher than the previous year.

## Great Western Railway

Top 5 reasons for complaints in 2019-20

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts Greater Anglia

| Operated stations 2019-20:      | 133   |
|---------------------------------|-------|
| Employees 2019-20:              | 2,913 |
| Passenger journeys 2019-20:     |       |
| % change compared to last year: |       |

Owner group:  Abellio / Mitsui Operator:  Abellio Franchise:  East Anglia Franchise period:  16 October 2016 - 11 October 2025 Sector:  London and South East Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes Greater Anglia received 36,766 booked assistance requests in 2019-20. This accounted for 3% of all booked assists made nationally in 2019-20.

Top 5 reasons for accessibility complaints in 2019-20 Overall 1.0% (n=366) of  complaints received by this operator were related to accessibility issues.

Claims for redress following booked assistance failure in 2019-20 Greater Anglia received 96 claims for redress following booked assistance failure in 2019-20, of which 85.4% were approved.

P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13

Lack of disabled facilities at station/on train
7%

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## Greater Anglia

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers

% of
Complaint type
accessibility
complaints
Booked assistance not provided at station
23%
Assistance booking process
20%
Assistance staff
17%
Booked assistance not provided on train
7%

Greater Anglia closed 593,721 delay compensation claims in 2019-2020. This is 39% higher than the previous year.

Source: Train Operating Companies Data tables: Rail delay compensation claims by TOC - Table 17.01

## Greater Anglia

Top 5 reasons for complaints in 2019-20

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts Heathrow Express

| Operated stations 2019-20:      | 3   |
|---------------------------------|-----|
| Employees 2019-20:              | 188 |
| Passenger journeys 2019-20:     |     |
| % change compared to last year: |     |

Owner group:  Heathrow Airport Holdings Operator:  Heathrow Express Operation start date:  28 June 1998 Sector:  Provides an airport rail link between London Heathrow Airport and Paddington Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Passenger satisfaction with the usefulness of information when delays occur

## Passenger Satisfaction With How Well The Train Company Deals With Delays Passenger Satisfaction With Provision Of Information During The Journey

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes Heathrow Express received 430 booked assistance requests in 2019-20. This accounted for less than 0.1% of all booked assists made nationally in 2019-20.

No data is available on this company's performance on the reliability of its booked assistance due to a low sample size, which is a natural effect of having lower than average booking volumes.

Source: Research by Breaking Blue Report: Research into passenger experiences of Passenger Assists

Top 5 reasons for accessibility complaints in 2019-20
Overall 0.0% of all complaints were related to accessibility issues. Heathrow Express did not report any accessibility complaints in 2019-20.
Claims for redress following booked 
assistance failure in 2019-20
Heathrow Express received zero 
claims for redress following booked 
assistance failure in 2019-20.

Note: This data was collected for the first time in 2019-20
Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## Heathrow Express

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers

% of
Complaint type
accessibility
complaints
[No accessibility complaints reported]
-
[No accessibility complaints reported]
-
[No accessibility complaints reported]
-
[No accessibility complaints reported]
-
[No accessibility complaints reported]
-

Heathrow Express operate a delay compensation scheme of Delays of 15+ mins.     |     Source: Train Operating Companies Data tables: Rail delay compensation claims by TOC - Table 17.01

## Heathrow Express

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts Hull Trains

Owner group:  FirstGroup Operator:  Hull Trains Track access agreement end date:  December 2029 Sector:  Long distance

| Operated stations 2019-20:      | 0   |
|---------------------------------|-----|
| Employees 2019-20:              | 129 |
| Passenger journeys 2019-20:     |     |
| % change compared to last year: |     |

Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

## Provision Of Information To Passengers Passenger Satisfaction With The Usefulness Of Information When Delays Occur

Note: data not available for all waves due to low response rate

## Passenger Satisfaction With How Well The Train Company Deals With Delays Passenger Satisfaction With Provision Of Information During The Journey

Note: data not available for all waves due to low response rate PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

## Accessibility And Inclusion Booked Assistance Volumes

Data on the volume of booked assistance Note: This excludes un-booked assistance. A 'rail period' is normally 
28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Data tables: Rail passenger assists by station operator - Table 16.03
Data on passenger satisfaction with booked assistance is not available for Hull Trains as they do not manage any stations.

Source: Research by Breaking Blue Report: Research into passenger experiences of Passenger Assists

Overall 0.7% (n=9) of  complaints received by this operator were related to accessibility issues.

Claims for redress following booked following booked assistance failure in 2019-20, which was approved.

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## Hull Trains

Alternative accessible transport
All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers

% of
Complaint type
accessibility
complaints
33%
| Assistance staff                                | 22%   |
|-------------------------------------------------|-------|
| Assistance booking process                      | 11%   |
| Booked assistance not provided at station       | 11%   |
| Lack of disabled facilities at station/on train | 11%   |

## Complaints Handling And Delay Compensation Passenger Satisfaction With Complaints Handling 2019-20   |  Hull Trains Sample Size: 295 Hull Trains

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts London North Eastern Railway

| Operated stations 2019-20:      | 11    |
|---------------------------------|-------|
| Employees 2019-20:              | 3,055 |
| Passenger journeys 2019-20:     |       |
| % change compared to last year: |       |

Owner group:  DfT OLR Holdings Limited Operator:  London North Eastern Railway Franchise:  InterCity East Coast Franchise period:  24 June 2018 - * Sector:  Long distance
*Under the OLR there is currently no set end date to the franchise period Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes London North Eastern Railway received 104,010 booked assistance requests in 2019-20. This accounted for 8.5% of all booked assists made nationally in 2019-20.

to Saturday) and there are 13 rail periods in a financial year.

Top 5 reasons for accessibility complaints in 2019-20 Overall 1.9% (n=633) of  complaints received by this operator were related to accessibility issues.

Claims for redress following booked assistance failure in 2019-20 London North Eastern Railway received 439 claims for redress following booked assistance failure in 2019-20, of which 30.3% were approved.

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## London North Eastern Railway

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers
whole process from booking assistance to  assistance received  (all passengers)

% of
Complaint type
accessibility
complaints
Booked assistance not provided at station
52%
Assistance staff
12%
Other accessibility
11%
Assistance booking process
5%
Booked assistance not provided on train
5%

London North Eastern Railway closed 453,020 delay compensation claims in 2019-2020. This is 9% higher than the previous year.

## London North Eastern Railway

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts London Overground

Operated stations 2019-20:  81
Employees 2019-20:  1,502 Passenger journeys 2019-20:  186 million % change compared to last year:  -1.1
Owner group:  Arriva UK Trains Operator:  Arriva Rail London (ARL) TfL concession:  London Overground Concession period:  13 November 2016 - 01 May 2024 Sector:  London and South East Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Passenger satisfaction with the usefulness of information when delays occur Passenger satisfaction with how well the train company deals with delays

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes London Overground received 1,209 booked assistance requests in 2019-20. This accounted for 0.1% of all booked assists made nationally in 2019-20.

28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year. Data tables: Rail passenger assists by station operator - Table 16.03
No data is available on this company's performance on the reliability of its booked assistance due to a low sample size, which is a natural effect of having lower than average booking volumes.

Source: Research by Breaking Blue Report: Research into passenger experiences of Passenger Assists

Top 5 reasons for accessibility complaints in 2019-20 Overall 0.4% (n=10) of  complaints received by this operator were related to accessibility issues.
Claims for redress following booked 
assistance failure in 2019-20
Lack of disabled facilities at station/on train
100%
London Overgound received zero 
claims for redress following booked 
assistance failure in 2019-20.
[No other accessibility categories reported]
-
[No other accessibility categories reported]
-

Note: This data was collected for the first time in 2019-20
Source: Train Operating Companies

| [No other accessibility categories reported]   | -   |
|------------------------------------------------|-----|
| [No other accessibility categories reported]   | -   |

Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## London Overground

Alternative accessible transport
All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 
	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers

% of
Complaint type
accessibility
complaints

## Complaints Handling And Delay Compensation Delay Compensation Claims In 2019-20

London Overground operate a traditional delay compensation scheme. Source: Train Operating Companies Data tables: Rail delay compensation claims by TOC - Table 17.01

## London Overground

complaints in 2019-20

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts Merseyrail

Operated stations 2019-20:  66
Employees 2019-20:  1,168 Passenger journeys 2019-20:  42.6 million % change compared to last year:  +1.1
Owner group:  Serco / Abellio Operator:  Merseyrail Franchise:  Merseyrail Franchise period:  20 July 2003 - 22 July 2028 Sector:  Regional Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes Merseyrail received 5,043 booked assistance requests in 2019-20. This accounted for 0.4% of all booked assists made nationally in 2019-20.

to Saturday) and there are 13 rail periods in a financial year. Data tables: Rail passenger assists by station operator - Table 16.03
No data is available on this company's performance on the reliability of its booked assistance due to a low sample size, which is a natural effect of having lower than average booking volumes.

Report: Research into passenger experiences of Passenger Assists

Top 5 reasons for accessibility complaints in 2019-20 Overall 4.0% (n=114) of  complaints received by this operator were related to accessibility issues.

Claims for redress following booked assistance failure in 2019-20 Merseyrail received 8 claims for redress following booked assistance failure in 2019-20, of which 37.5% were approved.

Unbooked  assistance not provided at station
19%
Lack of disabled facilities at station/on train
11%

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## Merseyrail

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers
Note: 2019-20 data includes partial data only.  Merseyrail could supply P1- 11 only due to their supplier being closed due the coronavirus pandemic. Source: Train Operating Companies

% of
Complaint type
accessibility
complaints
Other accessibility
32%
Assistance staff
11%
Booked assistance not provided at station
10%

## Complaints Handling And Delay Compensation Passenger Satisfaction With Complaints Handling 2019-20   |  Merseyrail Sample Size: 57

Note: Due to a low sample size, the results for Merseyrail have not been shown within this report.

## Delay Compensation Claims In 2019-20

Merseyrail operate a traditional delay compensation scheme. Source: Train Operating Companies Data tables: Rail delay compensation claims by TOC - Table 17.01

## Merseyrail

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts Northern Trains

| Operated stations 2019-20:      | 477   |
|---------------------------------|-------|
| Employees 2019-20:              | 6,351 |
| Passenger journeys 2019-20:     |       |
| % change compared to last year: |       |

Owner group:  Arriva UK Trains Operator:  Northern Franchise:  Northern Franchise period:  01 April 2016 - 31 March 2025 Sector:  Regional Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Passenger satisfaction with how well the train company deals with delays

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes Northern Trains received 46,692 booked assistance requests in 2019-20. This accounted for 3.8% of all booked assists made nationally in 2019-20.

to Saturday) and there are 13 rail periods in a financial year.

Overall 1.3% (n=532) of  complaints received by this operator were related to accessibility issues.

Claims for redress following booked assistance failure in 2019-20 Northern Trains received 128 claims for redress following booked assistance failure in 2019-20, of which 100% were approved.

P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13
Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## Northern Trains

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers

% of
Complaint type
accessibility
complaints
Booked assistance not provided at station
20%
TOC accessibility policy
17%
The ease of being able to get on and off
10%
Other accessibility
9%
Assistance staff
9%

Northern Trains closed 364,689 delay compensation claims in 2019-2020.  This is 48% higher than the previous year.

Northern Trains switched from DR 30 to DR 15 from 2018-19 P10 

## Northern Trains

claims within 20 working 

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts Scotrail

| Operated stations 2019-20:      | 354   |
|---------------------------------|-------|
| Employees 2019-20:              | 5,162 |
| Passenger journeys 2019-20:     |       |
| % change compared to last year: |       |

Owner group:  Abellio Operator:  Abellio ScotRail Franchise:  ScotRail Franchise period:  1 April 2015 - 21 March 2025 Sector:  Scotland Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes ScotRail received 64,011 booked assistance requests in 2019-20. This accounted for 5.2% of all booked assists made nationally in 2019-20.

28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Overall 1.1% (n=281) of  complaints received by this operator were related to accessibility issues.

Claims for redress following booked assistance failure in 2019-20 ScotRail received 290 claims for redress following booked assistance failure in 2019-20, of which 17.2% were approved.

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## Scotrail

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers
whole process from booking assistance to  assistance received  (all passengers)

% of
Complaint type
accessibility
complaints
Booked assistance not provided at station
31%
Other accessibility
23%
Assistance booking process
14%
Lack of disabled facilities at station/on train
12%
Assistance staff
5%

## Complaints Handling And Delay Compensation

Complaint type

## Delay Compensation Claims In 2019-20

2019-2020.  This is 18% lower than the previous year.

## Scotrail

Top 5 reasons for complaints in 2019-20
claims within 20 working 

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts South Western Railway

| Operated stations 2019-20:      | 184   |
|---------------------------------|-------|
| Employees 2019-20:              | 5,308 |
| Passenger journeys 2019-20:     |       |
| % change compared to last year: |       |

Owner group:  FirstGroup & MTR
Operator:  South Western Railway Franchise:  South Western Franchise period:  August 2017 - August 2024 Sector:  London and South East Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Passenger satisfaction with how well the train company deals with delays PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes South Western Railway received 56,956 booked assistance requests in 2019-20. This accounted for 4.7% of all booked assists made nationally in 2019-20.

28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Overall 1.1% (n=604) of  complaints received by this operator were related to accessibility issues.

Claims for redress following booked assistance failure in 2019-20 South Western Railway received 246 claims for redress following booked assistance failure in 2019-20, of which 45.5% were approved.

| Unbooked  assistance not provided at station    | 6%   |
|-------------------------------------------------|------|
| Lack of disabled facilities at station/on train | 6%   |

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## South Western Railway

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers

% of
Complaint type
accessibility
complaints
Booked assistance not provided at station
35%
Other accessibility
32%
Booked assistance not provided on train
6%

Source: Train Operating Companies Data tables: Rail delay compensation claims by TOC - Table 17.01

## South Western Railway

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts Southeastern

| Operated stations 2019-20:      | 164   |
|---------------------------------|-------|
| Employees 2019-20:              | 4,511 |
| Passenger journeys 2019-20:     |       |
| % change compared to last year: |       |

Owner group:  Govia Operator:  Southeastern Franchise:  South Eastern Franchise period:  01 April 2006 - 10 November 2019 Sector:  London and South East Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes Southeastern received 28,528 booked assistance requests in 2019-20. This accounted for 2.3% of all booked assists made nationally in 2019-20.

28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Overall 1.5% (n=511) of  complaints received by this operator were related to accessibility issues.

Claims for redress following booked assistance failure in 2019-20 Southeastern received 94 claims for redress following booked assistance failure in 2019-20, of which 100% were approved.

Unbooked  assistance not provided at station
8%

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## Southeastern

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers

% of
Complaint type
accessibility
complaints
Assistance staff
49%
Booked assistance not provided at station
17%
Disabled toilets at station/on train
6%
Other accessibility
4%

## Complaints Handling And Delay Compensation Delay Compensation Claims In 2019-20

Southeastern switched from DR30 scheme to DR15 from 2019-20 P6 Source: Train Operating Companies Data tables: Rail delay compensation claims by TOC - Table 17.01

## Southeastern

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts

| Operated stations 2019-20:      | 24    |
|---------------------------------|-------|
| Employees 2019-20:              | 1,515 |
| Passenger journeys 2019-20:     |       |
| % change compared to last year: |       |

Owner group:  MTR Corporation Operator:  MTR Crossrail TfL concession:  TfL Rail Concession period:  31 May 2015 - 30 May 2023 Sector:  London and South East Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Note: data not available for all waves due to low response rate

## Passenger Satisfaction With How Well The Train Company Deals With Delays

Passenger satisfaction with provision of information during the journey

Note: data not available for all waves due to low response rate PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes TfL Rail received 2,023 booked assistance requests in 2019-20. This accounted for 0.2% of all booked assists made nationally in 2019-20.

to Saturday) and there are 13 rail periods in a financial year.

No data is available on this company's performance on the reliability of its booked assistance due to a low sample size, which is a natural effect of having lower than average booking volumes.

Source: Research by Breaking Blue Report: Research into passenger experiences of Passenger Assists

Top 5 reasons for accessibility complaints in 2019-20 Overall 0.0% of all complaints were related to accessibility issues. TfL Rail did not report any accessibility complaints in 2019-20.

## Claims For Redress Following Booked Assistance Failure In 2019-20

TfL Rail received zero claims for redress following booked assistance failure in 2019-20.

Note: This data was collected for the first time in 2019-20
Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## Tfl Rail

Alternative accessible transport
All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 
	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers

% of
Complaint type
accessibility
complaints
[No accessibility complaints reported]
-
[No accessibility complaints reported]
-
[No accessibility complaints reported]
-
[No accessibility complaints reported]
-
[No accessibility complaints reported]
-

## Complaints Handling And Delay Compensation

Complaint type
| Satisfaction with complaints handling process          |
|--------------------------------------------------------|
| Note: TfL Rail were unable to supply this information  |
| in time for publication due to exceptional operational |
| constraints caused by the impact of Covid-19.          |

## Delay Compensation Claims In 2019-20

TfL Rail closed 9,713 delay compensation claims in 2019-2020. This is 50% higher than the previous year.

TfL Rail operate a traditional delay compensation scheme. Source: Train Operating Companies Data tables: Rail delay compensation claims by TOC - Table 17.01
Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts

| Operated stations 2019-20:      | 247   |
|---------------------------------|-------|
| Employees 2019-20:              | 2,495 |
| Passenger journeys 2019-20:     |       |
| % change compared to last year: |       |

Owner group:  Keolis Amey Ltd Operator:  Transport for Wales Rail (TfWR) Franchise:  Wales & Borders Franchise period:  13 October 2018 - 13 October 2033 Sector:  Regional Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes TfW Rail received 55,492 booked assistance requests in 2019-20. This accounted for 4.5% of all booked assists made nationally in 2019-20.

28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.

Overall 1.4% (n=507) of  complaints received by this operator were related to accessibility issues.

Claims for redress following booked assistance failure in 2019-20 TfW Rail received 181 claims for redress following booked assistance failure in 2019-20, of which 74% were approved.

Lack of disabled facilities at station/on train
7%

Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## Tfw Rail

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers
whole process from booking assistance to  assistance received  (all passengers)
TfW Rail results based on a sample of 166 respondents.  Please see the full report for detail on the margin of error for each train operator. The report is available here: Research into passenger 

% of
Complaint type
accessibility
complaints
Booked assistance not provided at station
26%
Assistance staff
17%
Other accessibility
15%
Booked assistance not provided on train
8%

## Complaints Handling And Delay Compensation Delay Compensation Claims In 2019-20

TfW Rail closed 73,421 delay compensation claims in 2019-2020. This is 221% higher than the previous year.

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts Transpennine Express

| Operated stations 2019-20:                 | 19    |
|--------------------------------------------|-------|
| Employees 2018-19 (2019-20 not available): | 1,258 |
| Passenger journeys 2019-20:                |       |
| % change compared to last year:            |       |

Owner group:  FirstGroup Operator:  TransPennine Express Franchise:  TransPennine Express Franchise period:  01 April 2016 - 21 March 2023 Sector:  Regional Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes TransPennine Express received 23,242 booked assistance requests in 2019-20. This accounted for 1.9% of all booked assists made nationally in 2019-20.

Top 5 reasons for accessibility complaints in 2019-20 Overall 1.0% (n=224) of  complaints received by this operator were related to accessibility issues.

Claims for redress following booked assistance failure in 2019-20 TransPennine Express received 73 claims for redress following booked assistance failure in 2019-20, of which 23.3% were approved.

P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13
Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## Transpennine Express

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers

% of
Complaint type
accessibility
complaints
Booked assistance not provided at station
34%
Assistance booking process
25%
The ease of being able to get on and off
19%
Booked assistance not provided on train
9%
TOC accessibility policy
8%

TransPennine Express closed 247,507 delay compensation claims in 2019-2020. This is 57% higher than the previous year.

## Transpennine Express

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

## Key Facts West Midlands Trains

| Operated stations 2019-20:      | 149   |
|---------------------------------|-------|
| Employees 2019-20:              | 2,915 |
| Passenger journeys 2019-20:     |       |
| % change compared to last year: |       |

Owner group:  Abellio / Mitsui / East Japan Railway Company Operator:  West Midlands Trains Franchise:  West Midlands Franchise period:  10 December 2017 - 01 April 2026 Sector:  London and South East / Regional Source: Train Operating Companies and LENNON (the rail industry's ticketing and revenue database)   |   Data tables: TOC Key stats Note: Passenger journeys in 2019-20 were impacted by coronavirus (COVID-19) pandemic. Please see the passenger rail usage statistical release for more information. Passenger rail usage statistical release

Passenger satisfaction with how well the train company deals with delays

PP = percentage point change      |     The NRPS takes places twice a year, in Spring (S) and Autumn (A) Source:  Transport Focus, National Rail Passenger Survey

Booked assistance volumes West Midlands Trains received 48,809 booked assistance requests in 2019-20. This accounted for 4% of all booked assists made nationally in 2019-20.

to Saturday) and there are 13 rail periods in a financial year.

Top 5 reasons for accessibility complaints in 2019-20 Overall 0.3% (n=100) of  complaints received by this operator were related to accessibility issues.

Claims for redress following booked assistance failure in 2019-20 West Midlands Trains received 9 claims for redress following booked assistance failure in 2019-20, of which 100% were approved.

Lack of disabled facilities at station/on train
36%

P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13
Note: This data was collected for the first time in 2019-20 Source: Train Operating Companies Source: Train Operating Companies Data tables: Complaints by NRPS category by TOC - Table 14.5

## West Midlands Trains

Alternative accessible transport All operators must provide free alternative transport (for example an accessible taxi) to take passengers to the nearest or most convenient accessible station in certain circumstances: 

	
z When a station is inaccessible to the passenger; 
	
z When rail replacement services are running that are not accessible to 
the passenger (because of planned engineering works for example); or 
	
z When there is disruption to services at short notice that, for whatever 
reason, makes services inaccessible to disabled passengers
experiences of Passenger Assists

% of
Complaint type
accessibility
complaints
The ease of being able to get on and off
26%
Wheelchair space on train
14%
Disabled toilets at station/on train
9%
Disabled parking
7%

This is 140% higher than the previous year.

## West Midlands Trains

Note: A 'rail period' is normally 28 days, or four weeks, for business reporting purposes (Sunday to Saturday) and there are 13 rail periods in a financial year.  For information on types of delay compensation schemes, please follow the  data table link.

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