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.

Feb 2020 Mar 2020 Apr 2020 May 2020 Jun 2020
Returned Surveys 202 92 21 14 16
Overall, how satisfied or dissatisfied are you with East Midlands Railway?
Very satisfied 40% 37% 89% 76% 80%
Satisfied 38% 42% 2% 14% 8%
Neither Satisfied nor Dissatisfied 12% 8% 7% 8% 8%
Dissatisfied 8% 10% 1% 2% 2%
Very dissatisfied 2% 13% 1% 0% 2%
What ways have you contacted East Midlands Railway to book assistance?
Telephone 84% 86% 90% 88% 90%
Email 8% 4% 4% 6% 2%
Letter 0% 0% 0% 0% 0%
Webform 8% 10% 6% 6% 8%
Other (please specify) 0% 0% 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 98% 98% 100% 100% 100%
The staff at East Midlands Railway that book assistance over the telephone understand my needs 90% 88% 94% 96% 94%
I find it easy to book assistance with East Midlands Railway 86% 88% 86% 84% 88%
Were you aware that passengers are able to book rail tickets at
the same time as booking assistance?
Yes 90% 90% 100% 100% 100%
No 10% 10% 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 76% 81% 80% 94% 96%
The staff at the station have a good level of awareness of disabilities 90% 95% 86% 88% 88%
The staff at the station have a good level of understanding in respect to disabilities 90% 95% 88% 86% 88%
I feel safe and secure when staff are helping me board a train 96% 94% 92% 94% 92%
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 88% 89% 86% 89% 90%
During my journey I am aware of how to request further assistance, should it be required 90% 86% 88% 92% 94%

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 90% 92% 86% 88% 88%
The staff are waiting to assist me 78% 80% 82% 86% 90%
Please rate the quality of service provided by the following members of East Midlands Railway staff
Station staff
Very good 38% 40% 42% 48% 54%
Good 36% 38% 34% 32% 32%
Neither good nor poor 12% 10% 8% 10% 8%
Poor 14% 12% 16% 10% 6%
Very poor 0% 0% 0% 0% 0%
Train staff
Very good 30% 36% 38% 40% 50%
Good 32% 38% 38% 42% 45%
Neither good nor poor 28% 18% 16% 9% 5%
Poor 10% 8% 8% 9% 0%
Very poor 0% 0% 0% 0% 0%
Booking staff
Very good 66% 62% 70% 64% 68%
Good 24% 22% 18% 32% 32%
Neither good nor poor 4% 14% 4% 2% 0%
Poor 4% 2% 8% 2% 0%
Very poor 2% 0% 0% 0% 0%
Overall, how did you feel when travelling with...?
East Midlands Railway
Very confident 28% 25% 225 26% 32%
Confident 32% 26% 28% 18% 26%
Nether Confident nor anxious 18% 10% 20% 16% 22%
Anxious 8% 21% 10% 21% 14%
Very anxious 14% 18% 20% 19% 6%
Other Train Operators
Very confident 26% 20% 28% 22% 26%
Confident 30% 20% 28% 18% 24%
Nether confident nor anxious 22% 32% 20% 26% 34%
Anxious 6% 11% 13% 18% 10%
Very anxious 16% 17% 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 22% 25% 42% 48% 54%
Helpful 18% 20% 34% 32% 32%
Neither helpful or unhelpful 0% 8% 8% 10% 8%
Unhelpful 0% 2% 16% 10% 6%
Very unhelpful 0% 0% 0% 0% 0%
N/A - I have not experienced delays whilst travelling with East Midlands Railway in the last 12 months 60% 45% 0% 0% 0%
To what extent do you agree or disagree that the current Passenger Assistance system meets your needs?
Strongly agree 35% 30% 34% 39% 45%
Agree 32% 43% 39% 32% 39%
Neither agree nor disagree 23% 19% 19% 12% 12%
Disagree 10% 8% 8% 17% 4%
Strongly disagree 0% 0% 0% 0% 0%

Customer comments

"EMR staff are warm and friendly and always there when I need them, I couldn't make my journey without their help."

"They don't just support because they have to they do it, but because they care and want the best for their customers."

"It's a brilliant service, more people need to know about it."

"The staff never make me feel like a bother, I'm always greeted with a smile."

"They always go out of their way to make me feel welcome."

"Really good service, great staff."