Assisted Travel Survey Results

We’re committed to providing the right support to customers who have a disability or limited mobility, so they can enjoy a safe and comfortable journey.

One way in which we can help is through Passenger Assist, a service which allows people to book help on any train or at any station across the UK.

We want to make sure we’re getting it right, so customers using Passenger Assist are invited to fill in a survey based on their experience of the full process: from booking, travelling and completing their journeys. The results of the latest surveys can be found here.

Apr 2021 May 2021 Jun 2021
Returned Surveys 67 72 80
Overall, how satisfied or dissatisfied are you with East Midlands Railway?
Very satisfied 90% 79% 77%
Satisfied 2% 11% 12%
Neither Satisfied nor Dissatisfied 7% 8% 7%
Dissatisfied 0% 2% 2%
Very dissatisfied 1% 0% 2%
What ways have you contacted East Midlands Railway to book assistance?
Telephone 95% 87% 90%
Email 1% 9% 2%
Letter 0% 0% 0%
Webform 4% 4% 8%
Other (please specify) 0% 0% 0%
Using a scale of 0 to 5, where 0 is strongly disagree and 5 is
strongly agree, to what extent do you agree or disagree with
the following statements?
The staff at East Midlands Railway that book assistance over the telephone are easy to deal with 100% 100% 98%
The staff at East Midlands Railway that book assistance over the telephone understand my needs 94% 96% 94%
I find it easy to book assistance with East Midlands Railway 86% 84% 88%
Were you aware that passengers are able to book rail tickets at
the same time as booking assistance?
Yes 100% 100% 100%
No 0% 0% 0%
Using the same scale, to what extent do you agree or disagree with the following statements based on your experience with East Midlands Railway?
On arrival at the station, it is clear where I need to go and how to gain the assistance I have booked 81% 94% 96%
The staff at the station have a good level of awareness of disabilities 85% 87% 86%
The staff at the station have a good level of understanding in respect to disabilities 88% 86% 88%
I feel safe and secure when staff are helping me board a train 93% 94% 90%
Again, thinking about your overall experience with East Midlands Railway, to what extent do you agree or disagree with the following statements?
Once on the train, staff confirm that someone will meet me at my destination 86% 90% 89%
During my journey I am aware of how to request further assistance, should it be required 88% 91% 93%
Thinking about your experiences when arriving at your destination, to extent do you agree or disagree with the following statements? Upon arrival at my destination...
I am offered the assistance I require 86% 87% 87%
The staff are waiting to assist me 82% 85% 90%
Please rate the quality of service provided by the following members of East Midlands Railway staff
Station staff
Very good 48% 47% 56%
Good 32% 32% 30%
Neither good nor poor 10% 12% 8%
Poor 10% 9% 6%
Very poor 0% 0% 0%
Train staff
Very good 38% 40% 50%
Good 38% 42% 45%
Neither good nor poor 16% 9% 5%
Poor 8% 9% 0%
Very poor 0% 0% 0%
Booking staff
Very good 70% 64% 68%
Good 18% 32% 32%
Neither good nor poor 4% 2% 0%
Poor 8% 2% 0%
Very poor 0% 0% 0%
Overall, how did you feel when travelling with...?
East Midlands Railway
Very confident 22% 26% 32%
Confident 28% 18% 26%
Neither confident nor anxious 20% 16% 22%
Anxious 10% 21% 14%
Very anxious 20% 19% 6%
Other Train Operators
Very confident 28% 22% 26%
Confident 28% 18% 24%
Neither confident nor anxious 20% 26% 34%
Anxious 13% 18% 10%
Very anxious 11% 16% 6%
If you have experienced a delay whilst travelling with East Midlands Railway within the last 12 months, how helpful was the information provided about the delay?
Very helpful 42% 48% 54%
Helpful 34% 32% 32%
Neither helpful or unhelpful 8% 10% 8%
Unhelpful 0% 0% 0%
Very unhelpful 0% 0% 0%
N/A - I have not experienced delays whilst travelling with East Midlands Railway in the last 12 months 0% 0% 0%
To what extent do you agree or disagree that the current Passenger Assistance system meets your needs?
Strongly agree 34% 39% 45%
Agree 39% 32% 29%
Neither agree nor disagree 19% 12% 26%
Disagree 8% 17% 0%
Strongly disagree 0% 0% 0%