Need assistance for your journey?
By letting us know your travel requirements in advance, we can help make sure you have a hassle-free journey. If you know you are going to be travelling and want to book Passenger Assist for your next trip by using the online form, click here.
Passenger Assist can be booked no later than 6 hours before travel, during our contact centre opening hours (0600-2300).
Will assistance still be available if I haven’t booked?
If you need a hand on the day and haven’t booked, we will do everything that we can to help. Please speak to a member of our team. If there are no members of our team available, please contact us on social media @avantiwestcoast or by using the station help points.
How are our staff keeping things safe during the COVID-19 pandemic?
Our Passenger Assist service remains available during the COVID-19 pandemic, with extra measures in place to ensure the safety of you and our teams. Our Passenger Assist team will be wearing gloves and face coverings for your protection as well as socially distancing where possible. We kindly ask that, where possible, you do the same.
In line with Government Guidance, you must wear a face covering (unless you are exempt) when you’re at a station and whilst onboard a train.
Some people may not be able to wear a face covering such as young children, people with specific medical reasons, those with breathing difficulties or whose disabilities make it difficult for them to wear a face covering.
For anyone who isn't wearing a face covering and isn't exempt, the penalty for failing to wear a face covering will now be £200 for a first offence, doubling each time to a maximum fine of £6,400 from the British Transport Police. For more information on this please see the Government guidance on face coverings.
For more information, please see current Government guidance for England, Scotland and Wales.
We're currently asking passengers to sit in the window seat where possible to make sure we adhere to social distancing guidelines. However, we know this is not possible for all passengers who require a priority seat which is often on the aisle seat onboard our trains. Our Passenger Assist contact centre and onboard colleagues will be more than happy to help make sure you are in a seat which is appropriate for your needs.
The Sunflower scheme
We recognise that not every disability is
visible, and we hope all our customers can travel with dignity. That’s why we’ve
partnered with The Sunflower Scheme. By wearing The Sunflower Scheme lanyard,
you can discreetly indicate to our staff that you may need additional support,
a little more time or that you’re unable to wear a face covering.
To find out more, please click here.
Alongside this, we also still recognise Just a Minute (JAM) cards. For more information about JAM cards, please take a look here: JAM cards
What if I need help with my luggage?
We can help with your luggage, but we’d really appreciate if you could limit the amount you bring along to the essentials. The need for fewer staff helps to manage effective social distancing.
Space for wheelchairs can often be limited, so it’s usually best to let us know at least 24 hours before you travel. You’ll have peace of mind for the journey and we’ll be able to arrange for a member of the team to give you any help you need. Booking ahead will also help us plan with Network Rail and other train operators to improve your onward journey.
Passenger Assist is our service for passengers with special travel requirements.
It gives us the ability to:
- Arrange assistance
- Help you on and off our trains
- Reserve wheelchair spaces and seats
- Provide you with detailed rail information
- Assist with any animals or pets you have with you
Find out how we're Making Rail Accessible and learn more about our policies and practices.
Book Passenger Assist
You can find station accessibility information here:
And, you can find information on all temporary reductions in accessibility of each station we call at by visiting our journey check page here:
To book passenger assist for your next journey you can contact us via:
Our online booking form
Book Passenger Assist for your next trip by using online form.
Click here to book Passenger Assist
Fill out your details and requirements and we'll take care of the rest.
Our Passenger Assist email address
Before you travel email details about your journey, ticket requirements and the help you need to us at the following address. When emailing, don't forget to include your name, phone number and any other important contact details you think we may need:
Our Passenger Assist phone line
Alternatively, call us on 08000 158 123 (or use our text phone 0800 0158 124) where our opening hours are Mon-Sun and 0600-2300.
Tickets can also be purchased using this service.
Wheelchairs and scooters carried
- Width: 700mm
- Length: 1200mm
- Weight: (including passenger) 300kg
If we do not provide the support you booked.
Our teams work hard to provide you with the help and assistance you need to be able to complete your journey with ease, however we recognise
that sometimes, things do not go as planned.
If the assistance you have booked is not provided or does not meet your requirements, please let a member of staff or the Passenger Assist team know at the time so that we can resolve the issue.
If you need to provide feedback after travelling please contact our Passenger Assist Team on 08000 158 123
Where things have not gone as planned, we will use feedback provided to improve how we work and the approach of others who provide the assistance service on our behalf.
When you have booked assistance and it has not been delivered you will be eligible for compensation for your journey. When your assistance was booked for travel on one of our trains we will provide both the compensation and a response. You can claim this by contacting our Passenger Assist Team. If you were travelling on another train company’s service for all or part of your journey, you can choose to contact them directly, or we can liaise with them on your behalf.
We also offer our Accessible Travel Policy in alternative formats, specifically:
• Large Print
• Easy Read
You can ask for an alternative format by contacting our Customer Resolution or Passenger Assist team on 08000 158 123