Northern: Standards
The question
To ask the Secretary of State for Transport, how many instances of failed Assisted Travel were recorded on Northern services in the last 12 months.
Answered by Keir Mather
No train operators currently record individual instances of failed passenger assists. However, the Office of Rail and Road (ORR) carries out surveys, and its 2024-25 survey showed that 20 per cent of all respondents reported their requests for passenger assistance on Northern were not fulfilled. ORR subsequently requested, and in December 2025 approved, a plan from Northern to improve its passenger assistance service.
This includes: reviewing the staffing model for assistance at large stations (including Leeds); providing additional staff training on communication between boarding and alighting stations; introducing a dedicated team to remotely support passengers who require assistance, using tools such as WhatsApp; and trialling a new process to allow passengers travelling from unstaffed stations who have not pre-booked, to alert conductors to their assistance needs.
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