EHRC funded legal action against LNER from a visually impaired customer who received inadequate support and assistance whilst travelling with the service. Since the conclusion of the legal action, we have been working with LNER to improve how they support disabled passengers to use their trains, with a focus on their Passenger Assist offer.
This agreement, signed by EHRC using our 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.
EHRC have warned transport operators that we 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.