Train operator Northern has said it is "working apace" to improve the travel experience for people with additional access needs.
Northern said it has met with representatives from the Office of Rail & Road (ORR) to discuss the progress it has made since an improvement plan for its Passenger Assist service was accepted by the regulator in December 2024.
It follows a complaint by the ORR in September (2024) that not all passengers were receiving the necessary assistance they required.
At the time, Northern revealed it had seen a significant increase in number of requests for assistance since the Covid-19 pandemic, with more than 100,000 bookings for ‘assists’ in the previous year.
Since then, Northern has instigated a range of activity aimed at improving accessibility and customer experience, including a ‘Try the Train’ campaign and participating in a Rail Delivery Group trial to introduce more Welcome Points at stations on the network.
And in February, Northern joined forces with the free travel app GoodMaps to provide guided tours of four stations (Blackpool North, Bolton, Manchester Victoria and Meadowhall) to increase people’s confidence to navigate those stations independently.
On matters relating to accessibility, the train operator works closely with the Northern Accessibility User Group (NAUG) - a pan disability user group whose membership represents a wide range of disabilities that reflect the communities served by Northern.
Alex Hornby, commercial and customer director at Northern, said:
“We are in the midst of a huge push on our accessibility agenda. We weren’t doing enough and we are putting that right.
“Delivering Passenger Assist isn’t a luxury or ‘optional extra’ – it’s a critical element of some people’s every day travel needs.
“Customers that have experienced our Passenger Assist service have given it a 96% approval rating – that’s joint top for the rail industry and up 17% since Northern moved into public ownership in 2020.
“If we fail once, that’s once too often. That’s why, together as a team throughout Northern, we are embracing better communications & technology to improve the accessibility assistance throughout the customer’s journey and right across our network.”
Northern will meet with the ORR again in April to discuss further developments.
Care home's Plank Against Cancer challenge
Candidates announced for Ilkley and Wharfedale wards at Bradford local elections
Line-up for Ilkley Pride 2026 announced as tickets go on sale
Conservative candidates announced for Ilkley & Addingham
Calls for a referendum into water industry ownership from Ilkley clean river campaigners
Police seek public help after £23k worth of goods stolen
Ilkley MP says fireworks consultation must lead to action
Ilkley boxer plans comeback after life-changing reunion
Upcoming 'not to miss' author events at The Grove Bookshop
The moving 'Stabat Mater' Friday lunchtime at St Margaret's
Get ‘In The Mood’ at King’s Hall Ilkley
Exploring Ilkley Manor House: A morning talk and family fun this Saturday
Countdown begins to 2026 Ilkley Cycle Races
Ilkley Board Gamers return for Easter
Food waste collections in Ilkley from this autumn
Local artist announced retirement with ‘the big thank you’
Yorkshire’s premier sportive returns to Ilkley in May
Ilkley Bandstand announce 2026 programme
Veteran comedian Jimmy Cricket to perform in Silsden
Cookery Theatre programme announced for Ilkley Food and Drink Festival
