In response to the Passenger Focus report into the Assisted Passenger Reservation System, a spokesperson for the Association of Train Operating Companies (ATOC), said:
‘’Where there have been cases of disabled passengers failing to receive the level of service they expect and deserve, clearly that is unacceptable. That is why train companies have been working closely with disability groups, Passenger Focus and the rest of the industry to help ensure we continue to focus on improving the service.
“However, the Passenger Focus survey does not properly reflect the real improvements in the service offered to disabled passengers in recent years.
“Millions of pounds have already been invested in improving access for disabled passengers and significant progress has already been made. More disabled people than ever are choosing to travel by train and are using the booking system to make sure they get the support and help they need.
‘’Train companies have already recognised they could be doing even more to get disabled people travelling by train, which is why this summer they will be rolling out an improved passenger booking system designed and tested with help from leading disability groups.’’