Helpfulness of railway staff with accessibility

• Under 20% rated helpfulness of railway staff poorly, and this is consistent across subgroups, with no one group significantly more affected than another
• The main area for improvement stated by 83% of respondents was that they can’t always find staff to help, whilst over half of our respondents (52%) said the reason for their rating is that staff are not always helpful

Base: All rating helpfulness of railway staff with accessibility as poor or very poor (82)

This chart shows that when asked why respondents think that the helpfulness of railway staff with accessibility is poor or very poor
83% of respondents say that they cant always find staff to help
52% say that staff are not always helpful
11% give other reasons as to why they think that the helpfulness of railway staff with accessibility is poor or very poor

“Staff are often rude, not flexible, not considerate of the needs of someone with a physical disability.”

“Never been helped by staff to get a pushchair on or off a train, even with large gap between train and platform.”

“Had to carry a double buggy up and over Fratton train station as lifts where out of order. No one helped including the men that watched me struggle who worked at the station.”