If you're an existing PATS Provider, you will have now been contacted about the updates to PATS! Login to your account to complete the new online modules and access the updated resources. If you haven't yet got an account, check your emails for a link to create one.
If you're an organisation who uses an external provider to deliver PATS, you'll be able to register for an account soon!
Why is PATS changing?
Over the last 2 years, we've be consulting with stakeholders across the sector about the challenges they face. Much of the feedback falls into three themes. Read more about what you told us and what we've done to listen.
Content
You Said | We Did |
Existing course resources are dated and not reflective of up-to-date approaches. | Updated materials with current best practice, accessible design, and modern visuals to ensure relevance and engagement. |
Lack of contextualised examples that mirror real-world scenarios and reflect the experiences of disabled passengers. | Worked with disabled people’s organisations to ensure a passenger centred approach throughout the course. Learners will hear real-life experiences and perspectives from passengers, parents and Passenger Assistants, helping them to understand their role and its importance. |
Too much content, leading to a lack of focus on core topics. | Streamlined the course structure to focus on essential knowledge and skills, removing duplication with other courses and training undertaken by passenger assistants. |
Limited emphasis on soft skills such as communication. | Worked with disabled people’s organisations to embed experiences directly into the course, helping passenger assistants build confidence in communicating with all passengers. |
Delivery model
You Said | We Did |
Lack of flexible, self-paced or blended learning options. | Introduced an online learning element with self-paced modules, ensuring that face to face delivery is more focused and impactful. |
Training needs regularly changing with route and staff changes. | Ensured that the core course undertaken by all passenger assistants provides a broad understanding of the roles and responsibilities of passenger assistants, including an awareness of accessible equipment. Made the course framework flexible so that it is easy to add additional certifications. |
Limited access to certification for proof of completion. | Ensured certificates are easily available online and centrally held by CTA, meaning that the validity of a certificate can always be checked. |
Quality assurance
You Said | We Did |
Inconsistent training quality | Standardised the core training through online learning, ensuring that all passenger assistants receive a consistent, high quality and interactive learning experience which is supplemented by a face to face workshop. Ensured that course requirements and expectations are included as part of the course so that learners report when expectations haven't been met, including maximum numbers and timings. Implemented an online system which ensures feedback is received from all learners regarding their experience of the course. Where courses are not being delivered in line with standards, CTA will investigate and take action where appropriate. Improved guidance, resources and quality assurance standards for all PATS Assessors, ensuring they have all the information they need to deliver to a high standard. Launched a new network of CTA Approved Training Centres, ensuring that induction and refresher training for all PATS Assessors represents best practice. |
Why should we deliver PATS?
PATS helps to ensure that passenger assistants have the skills, knowledge and confidence to support safe, legal and comfortable journeys for passengers.
- The self-paced, interactive online course builds the essential knowledge of the roles and responsibilities of passenger assistants, with real life perspectives from passengers, parents and passenger assistants. This ensures consistency and standardisation, giving you the reassurance that all learners have received the core information they need.
- The follow up workshop, and additional accessible sessions, ensures that the core knowledge can be applied. With the support of an Assessor, learners can ask any questions they have from the online learning and continue developing their knowledge as they learn from their peers.
- The new online system ensures you can monitor compliance through monitoring progress, viewing certificates and access any important updates or changes.
- The enhanced quality assurance can give you confidence that passenger assistants are receiving the training they need, to a quality standard. By aligning with regulatory expectations and focusing on quality assurance, this revised process reinforces the importance of maintaining high standards.
Safe, legal and comfortable journeys are essential for passengers, ensuring they can live their lives. The role of passenger assistants is often one which is overlooked and undervalued in making that happen. Watch our short film, Passenger Centred Journeys for a taster of how PATS helps put passengers at the centre of safe, legal and comfortable journeys.
How will PATS be delivered?
PATS Standard
PATS Standard provides the essential knowledge needed for a Passenger Assistant to understand their role in providing a safe, legal and comfortable journey for passengers.
Online theory
A series of interactive and engaging eLearning modules which cover the Role of Passenger Assistants and Passenger Centred Journeys. This also includes a multiple choice theory assessment (pass mark 80%).
120 minutes (does not have to be completed in one go).
A learner must pass the theory assessment before they proceed with the rest of the course.
The online course is designed to be as accessible as possible. It can be completed on any device which a passenger assistant feels comfortable with, including mobile phones and tablets. Where Passenger Assistants require additional support with completing the online theory, the Passenger Assistant Workshop may be extended to allow time for the online course to be completed in the classroom with an Assessor present to provide support.
Passenger Assistant Workshop
Opportunity to discuss the online theory and apply the knowledge to real life case studies and scenarios.
90-120 minutes
Groups of 6
Once a Passenger Assistant has passed their online PATS Theory Assessment, the next step is the Passenger Assistant Workshop. The session is designed to be tailored to contexts within which the Passenger Assistant works so the exact content and timing of the session will vary. The main aim is to review the passenger assistant’s understanding of the online learning and to help them apply their knowledge to practical scenarios.
PATS Accessible (Optional)
All Passenger Assistants will receive an overview of the use of specialist accessible equipment such as lifts, ramps and WTORS through their online theory. For Passenger Assistants travelling in accessible vehicles or who have a responsibility for helping to secure passengers seated in wheelchairs, the PATS Accessible module provides practical demonstrations, the opportunity to practice using the equipment and the option to be assessed.
Practical Skills Session
Develop a practical understanding of specialist accessible equipment.
60 minutes
Groups of 3
The main aim of this session is for the Passenger Assistant to develop a practical understanding of the use of specialist equipment. An Assessor will provide an overview of the specialist equipment, including providing demonstrations and supervising practices.
This session will also help Passenger Assistant to prepare for their Practical Skills Assessment, where applicable.
If a Passenger Assistant is not being assessed, they can obtain a PATS Accessible Certificate of Attendance by completing this session.
Practical Skills Assessment (Optional)
Assessment of a Passenger Assistant's ability to demonstrate safe, legal and comfortable practice in the use of specialist accessible equipment.
Up to 20 minutes per Passenger Assistant
Groups of 3
The Practical Skills Assessment is optional. It should be conducted where Passenger Assistants have a responsibility for using specialist equipment. The assessment consists of passenger assistants demonstrating that they can complete 3 elements:
- Assist a wheelchair user to board and alight from a minibus using a passenger lift or ramp.
- Secure a passenger’s wheelchair in the minibus before a journey and release it afterwards.
- Assist a passenger to fit a safety belt or harness before a journey and assist them to remove it afterwards.
What is the process?
1. Passenger Assistants are allocated Learner Passes on our online system
If you're an organisation with an exiting PATS Trainer
You will be able to purchase and allocate learner passes through your online account to passenger assistants from any organisation, including your own.
If you haven't got an exiting PATS Trainer
You can register for an account which will allow you to purchase and allocate learner passes to passenger assistants from your organisation.
Through your online account, you can:
- See if a Learner has created an account and completed their theory.
- Resend the course information to remind learners to complete the course.
- Cancel and reallocate Learner Passes which are not going to be used.
- Make purchases by card or invoice.
Existing PATS Trainers can register for an account now, here. If you're not an existing PATS Trainer, we'll be opening registrations to create an account soon. Further updates will be added to this page.
2. Passenger Assistants attend the Passenger Assistant Workshop (and Accessible sessions, where applicable)
Passenger Assistants must have passed the online theory assessment before completing the next part of the course.
If you do not have a PATS Trainer in your organisation, you can use our map to find a provider in your area.
Results uploaded
Following a course, Assessors can upload the results. If you are using an external Assessor, you will need to provide the Learner I.Ds of each learner. These can be downloaded through your online account. This allows the Assessor to check that the online theory has been passed, and ensures that certificates are attached to the right person.
What types of certificate are there and how long do they last?
PATS Standard
For Passenger Assistants who:
- Pass the online theory assessment
- Pass the Passenger Assistant Workshop
Who this is for:
All Passenger Assistants.
PATS Accessible: Certificate of Attendance
For Passenger Assistants who:
- Pass the online theory assessment
- Pass the Passenger Assistant Workshop
- Attend the Practical Skills Session
Who this is for:
Passenger Assistants who travel on vehicles which use specialist accessible equipment such as passenger lifts and WTORS, but who are not required to use the equipment as part of their role.
PATS Accessible: Certificate of Proficiency
For Passenger Assistants who:
- Pass the online theory assessment
- Pass the Passenger Assistant Workshop
- Attend the Practical Skills Session
- Pass the Practical Skills Assessment
Who this is for:
Passenger Assistants who travel on vehicles which use specialist accessible equipment such as passenger lifts and WTORS, and who responsible for using the equipment as part of their role.
How long do they last?
All PATS certificates issued view the new system will last for 3 years.
This follows extensive consultation with commissioning bodies and is line with additional training undertaken by passenger assistants such as safeguarding and first aid.
All existing PATS certificates remain valid until the date shown on the certificate. Please note that for a PATS certificate to be valid, it must be registered with CTA.
How much does it cost?
Online Learner Pass
Every Passenger Assistant undertaking PATS, needs to be allocated a Learner Pass. The cost of a Learner Pass is £30.
For the duration of a 3 year certificate, this includes:
- Access to the online theory
- Access to any future updates
- Access to a digital certificate
Your organisation also gets access a Training Dashboard which allows:
- Access to all your organisation's certificate records
- Overview of learner progress
- Access to resources
If you purchase a Learner Pass via the shop then it will not expire until you allocate it. If you allocate it to a Passenger Assistant who then does not go forward with the training, you are able to cancel it and reallocate it to someone else.
In person elements
The cost of the in-person elements will vary depending on the provider and elements being undertaken.
An indicative timetable for 12 passenger assistants to complete the in-person elements of a PATS Accessible Certificate of Proficiency would be:
Time | Day 1 - Summary |
9:00-11:00 | PATS Standard (6 delegates) Passenger Assistant Workshop |
11:00-13:00 | PATS Standard (6 delegates) Passenger Assistant Workshop |
13:00-14:00 | Lunch |
14:00-16:00 | PATS Accessible – Group 1 (3 delegates) Practical Skills Session 60 minutes 20 minutes per PA for Practical Skills Assessment |
Time | Day 2 - Summary |
9:00-11:00 | PATS Accessible – Group 2 (3 delegates) Practical Skills Session 60 minutes 20 minutes per PA for Practical Skills Assessment |
11:00-13:00 | PATS Accessible – Group 3 (3 delegates) Practical Skills Session 60 minutes 20 minutes per PA for Practical Skills Assessment |
13:00-14:00 | Lunch |
14:00-16:00 | PATS Accessible – Group 4 (3 delegates) Practical Skills Session 60 minutes 20 minutes per PA for Practical Skills Assessment |
As an example, a provider may charge a day rate of £350.
In this example, training 12 candidates over 2 days, including the cost of the online Learner Passes, would work out as £88 per passenger assistant. This is below the average cost of the existing PATS model.
These timings and costs are given as an example only.
When is it coming?
Existing PATS Providers have now got access to the updated course materials. There will be an implementation period where they will still be delivering the current version of PATS. From 1st March 2026, all PATS courses will be delivered through the new model.
How can we become a Provider?
Training to be able to deliver the new PATS will be available through our network of CTA Approved Training Centres. We'll be announcing more about about the course and when it will be available in the coming weeks. If you'd like to be notified, please complete this form.
Anyone with an existing PATS Trainer certificate will be able to deliver the new PATS once they have completed the new online modules, watched our transition video and familiarised themselves with the updated course content.
How do you know this will work?
Just over 18 months ago, we relaunched MiDAS - the Minibus Driver Awareness Scheme. Many of the challenges we were seeking to address were the same as PATS, including modernising the scheme to ensure it meets the needs of stakeholders in terms of both content and delivery. Since then, the feedback about the updated MiDAS has been overwhelmingly positive. All of the learning and feedback that we've received has helped to inform our approach to the transformation of PATS.
99% would recommend MiDAS to a friend.
98 found the online theory easy to access.
100% felt 'reasonably' or 'very' confident driving a Minibus after MiDAS.
"It was an easy-to-use platform, not repetitive and straight to the point."
"Very informative. It was focused and what was to be expected of you and how it was to be done in a safe manner."
"Simple to digest, good supporting videos, and right balance of detail/information on each page focusing on key points."