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. But, even if you need a hand on the day, we’ll still do everything we can.
Keeping you safe during Covid-19
We are still assisting customers onboard and in our stations 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 and safe to do so, you do the same.
You must wear a face covering when onboard a train in England, Scotland and Wales.
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.
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 more information, please see current Government guidance for England, Scotland and Wales.
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 Hidden Disabilities Sunflower scheme. By wearing the Hidden Disabilities Sunflower, 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.
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.
We’d really appreciate if you could limit the amount of luggage you bring along to the essentials. The need for fewer staff helps to manage effective social distancing.
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 Assisted Travel 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 Assisted Travel 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 0600-2200.
Tickets can also be purchased using this service.
Wheelchairs and scooters carried
- Width: 700mm
- Length: 1200mm
- Weight: (including passenger) 300kg
The Sunflower scheme
We’ve partnered with the Hidden Disabilities Sunflower scheme to help customers with hidden disabilities travel with dignity. Wearing the Hidden Disabilities Sunflower discreetly lets our team know that you may need additional support, help or a little more time. 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
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 Assisted Travel team know at the time so that we can resolve the issue.
If you need to provide feedback after travelling please contact our Assisted Travel 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 Assisted Travel 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 Assisted Travel team on 08000 158 123