NEW safeguarding measures to improve help provided under the passenger assistance scheme have been issued by the Office of Rail and Road (ORR).
Around one million requests for passenger assistance are received each year.
The new rules apply to all train and station operating companies, and follow a successful trial by Network Rail, GTR and South West Railway.
The changes focus on improving the way staff communicate and co-ordinate passenger assistance between stations. Train and station operators must now have:
■ A dedicated assistance telephone number for every station