If you book passenger assistance to travel on one of our trains and it is not provided, or has failed in some way, when you report this to us, we will, fully investigate what happened tell you why the assistance was not provided, and provide you with the appropriate compensation.
Failed assistance complaints are dealt with on an individual basis, and the compensation provided will depend on the nature and extent of the assistance failure. We will ensure that actions which caused the failure are reviewed to prevent failures happening again. We commit to improving passenger assistance through continual monitoring and actions of customer experience and feedback. For more information on this you can find out more in our Accessible Travel Policy.
Any compensation will be in addition to your entitlement to Delay Repay (see our Passenger's Charter for further details). Compensation may take different forms, such a monetary payment, an apology, a non-monetary payment such as voucher, or another appropriate gesture of apology.
Contacting Customer Relations is the most efficient and effective way to deal with any issues you have, including any feedback or failure of passenger assistance. To tell us about your experience, we will need you to share the date and time of the journey you took, what stations you visited, and what has gone wrong. Once we have this information, we may need to ask you some more questions which will help us to investigate what has happened, we will always explain to you what we need and the stages of your complaint.