To: Doug Paulley
Freedom of Information
Northern House
9 Rougier Street
York
YO1 6HZ
xxx@xxxxxxxxxxxxxxx.xx.xx
18th March 2022
Dear Doug Paulley
Freedom of Information Request ref FOI208
We write in connection with your request for information which was received by Northern Trains
on 19th February 2022:
“Dear Northern Trains Limited,
During Storm Eunice, Govia Thameslink cancelled assistance bookings and refused new
assistance bookings for services that they were still running.
Their head of public affairs said "that the Do Not Travel advice and guidance on providing
assistance was agreed with other Train companies, the @RailDeliveryGrp and @railandroad
in advance."
I would like to see that "guidance on providing assistance" please.
Please supply the notes and formal decision from any meetings that resulted in the above
decision / guidance, copies of emails that mention or discuss plans for booked passenger
assistance sent from RDG to the access and inclusion forum & the storm response
management plan groups in each train operating company, and emails from the train
operating companies to request action/cancellations etc. relating to booked passenger
assistance during the storm.
Please also advise what actions and decisions you took regarding booked passenger
assistance involving services and stations you manage and provide. Did you continue to
provide said assistance? Did you mass cancel and refuse assistance bookings involving your
stations and trains, as GTR did? Did you provide alternative transport for disabled people?.”
Under Section 1 (1)(a) of the FOI act we can confirm that we hold some of this information.
Attached to this correspondence are scripts of email chains sent from Rail Delivery Group to
www.northernrailway.co.uk
NORTHERN TRAINS LIMITED
ALBANY HOUSE, FLOOR 8, 94-98 PETTY FRANCE, LONDON, ENGLAND SW1H 9EA
Company No. 03076444
the Accessibility Group, of which Northern is part. Any redactions are due to the email
containing Personal Data. Northern does not hold notes or the formal decision from any
meetings.
On 17th February 2022 Northern cancelled some services in anticipation of the disruption
Storm Eunice would cause. Northern then attempted to make contact with customers who
had booked passenger assistance on the services that were cancelled and helped them
make alterative arrangements. Northern did not cancel the bookings of services scheduled to
run and provided alternative transportation when there was further disruption on the day.
Northern did not refuse to take new bookings. Northern advised customers of the Do Not
Travel advisory, but if a service was scheduled to run Northern accepted the booking for
passenger assistance if that was what the customer wanted to do.
We hope this information is of use to you.
Yours faithfully
Freedom of Information, Northern Trains Ltd
www.northernrailway.co.uk
NORTHERN TRAINS LIMITED
ALBANY HOUSE, FLOOR 8, 94-98 PETTY FRANCE, LONDON, ENGLAND SW1H 9EA
Company No. 03076444
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www.northernrailway.co.uk
NORTHERN TRAINS LIMITED
ALBANY HOUSE, FLOOR 8, 94-98 PETTY FRANCE, LONDON, ENGLAND SW1H 9EA
Company No. 03076444