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
If you need to travel, and train is the only option, then extra measures are in place onboard and at stations to help keep you and our colleagues safe. Our Passenger Assist team will be wearing gloves and face coverings for your protection. We kindly ask that, where possible and safe to do so, you do the same. For customers travelling to or from Scotland, please be aware that guidance from the Scottish Government states that you should, and are expected to, wear a face covering when travelling by rail.
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 (Monday to Friday 8am to 6pm - outside of these hours please contact National Rail Enquiries).
When booking using our Assisted Travel Phone please note that bookings can only be made up to 10pm the night before you travel. If you need to making a booking after this time please contact National Rail Enquiries.
Please note due to COVID-19 restrictions our phone line for Assisted Travel will now be closed on Saturdays and Sundays.
During these times please contact National Rail Enquires passenger assistance on 0800 0223720.