Compensation for Disabled Passengers Could Increase Under New Rules

Compensation for disabled passengers in the UK may soon exceed ticket prices as regulators aim to enforce stronger accessibility standards following recent legal developments. This is reported by the railway transport news portal Railway Supply.

The Office of Rail and Road (ORR) has announced that train companies can no longer limit compensation claims to ticket costs when assistance fails. This decision follows a case in which a disabled traveler received a court award of £1,325—ten times more than what the Rail Ombudsman offered.

Legal Pressure Builds Around Compensation for Disabled Passengers

Doug Paulley, a wheelchair user, experienced an assistance failure at London Euston in March 2023 while trying to board the Caledonian Sleeper. Although onboard staff helped him eventually, the ordeal left him stressed and disappointed.

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The ombudsman initially awarded him £125, but Paulley pursued a legal claim and won a significantly higher payout. He argued the incident wasn’t just bad service, but discrimination with serious emotional impact.

According to UK equality law, victims of discrimination may receive “injury to feelings” damages starting at £1,200 under the Vento banding system. If enforced, this could reshape how compensation for disabled passengers is calculated.

Why Fair Compensation for Disabled Passengers Matters?

Campaigners stress the issue is widespread. Former Paralympian Tanni Grey-Thompson was once left alone at King’s Cross and had to drag herself off a train while calling for help.

Under the Passenger Assist scheme, travelers can book help up to two hours before departure. Yet failures still leave many stranded on platforms or inside trains.

Lawyer Claire Hann from Leigh Day emphasized that Paulley’s case is not rare. She urged the ORR to ensure train operators respect the legal rights of all passengers.

Paulley believes consistent financial penalties are the only way to make operators prioritize accessibility. He says operators must treat assistance failures with the same seriousness as safety breaches.

Raising compensation for disabled passengers may be the key to meaningful change. Without enforcement and financial consequences, campaigners argue, the rail industry will continue to fall short.

Source: www.theguardian.com

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