Dear London North Eastern Railway 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?

Thank you

Yours faithfully,

Doug Paulley

FOI, London North Eastern Railway Limited

Thank you Doug, I will respond as soon as I am able to

Kind regards

Abigail

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FOI, London North Eastern Railway Limited

3 Attachments

Dear Doug

Please see attached.

The response letter details where to start with the attachments but for reference, start at the bottom of Document 1, and then the bottom of Document 2 in order to read chronologically.

I have redacted names, telephone numbers and job titles but I have left the part of the email signature that identifies the organisation

Kind regards

Abigail

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Dear FOI,

That was particularly useful and clear, thank you!

Yours sincerely,

Doug Paulley