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LNER Improves Service for Disabled Passengers Following Legal Challenge

LNER Improves Service for Disabled Passengers Following Legal Challenge

Train operating company LNER has entered into a legal agreement with the Equality and Human Rights Commission (EHRC) to improve its service for disabled passengers.

The EHRC funded legal action against LNER for a visually impaired customer who received inadequate support and assistance whilst travelling with the service.

Since the conclusion of the legal action, the EHRC have been working with LNER to improve how they support disabled passengers to use their trains, with a focus on their Passenger Assist offer.

The agreement, signed by the EHRC using their powers under Section 23 of the Equality Act, means that LNER must carry out the changes they have agreed and will be subject to a higher level of scrutiny to ensure that they are not discriminating against disabled passengers. LNER has said it aims to be the most accessible rail operator in the UK.

The EHRC reiterated that it “will vigorously defend the rights of disabled and older passengers against companies who fail to offer accessible services, as part of our efforts to assist individuals who have experienced discrimination while using public transport.”


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