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 guidance from the Government, you must now wear a face covering when you’re at a station in England and Scotland. If you’re at a station in Wales, we’d still strongly suggest wearing a face covering to protect yourself and others.
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
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.
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 where our opening hours are as follows 0800-2000 Mon-Fri and 0900-1700 at weekends.
(Outside of these hours please contact National Rail Enquiries)
When booking using our Assisted Travel Phone line please note that bookings can only be made up to 8pm during the week and 5pm on weekends, the night before you travel. If you need to making a booking after this time please contact National Rail Enquiries on 0800 0223720.
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