Passenger Assist

Need assistance for your journey?

Passenger Assist is the rail industry service for disabled customers (whether visible or non-visible) or mobility impaired customers. This service is offered by all train companies to help ensure you have a comfortable and relaxing rail journey. We can help you getting on and off the train and making your connections.

You can let us know what assistance you need when you arrive at the station. For peace of mind, you can also book Passenger Assist before your journey.

Book using the Passenger Assist app

You can also book Passenger Assist using the Transreport App. This app takes the time and fuss out of having to call our contact centre. Instead, you can input your requirements and book passenger assist on the go. Click the links below to download it now.

Download the app

Book from your account

If you're going to buy or have already purchased a ticket for an upcoming journey you'll able to book Passenger Assistance before you travel from your account.

1. Sign in to your account, then go to 'My bookings'
2. Select an upcoming journey you wish to book assistance by clicking the 'Book Passenger Assist' button
3. Fill out your requirements and we'll take care of the rest.

Sign in to your account

Book via our online form

Book Passenger Assist for your next trip by using online form. Fill out your details and requirements and we'll take care of the rest.

Book via our phone line

Call us on on 0800 0158 123, we're open 24 hours a day Monday to Sunday. Tickets can also be purchased using this service. Calls are free landline and mobile. 

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.

What if I need help with my luggage?

We recommend you only bring luggage that you and/or your companion can reasonably manage. We'll help you with your luggage but limiting this means our team can focus on helping you.

Wheelchair users

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.

Wheelchairs and scooters carried

• Width: 700mm
• Length: 1200mm
• Minimum ground clearance: 60mm
• Weight: (including passenger) 300kg

Accessible replacement buses

If road transport is used in place of rail services during planned disruption, for example during engineering work, we will try to provide PSVAIR compliant vehicles. If we cannot provide PSVAIR compliant vehicles due to lack of supply, or if they are not suitable for longer journeys, we will arrange an appropriate alternative.

During unplanned disruption, for example, damage to the railway caused by flooding, infrastructure faults or train faults, road transport may be used in place of rail services. We will aim to provide P5VAIR vehicles. If this is not possible due to lack of supply or the vehicle is not suitable for longer distance journeys, we will arrange an appropriate alternative.

Even if you have asked for assistance in advance, this may take time to find, depending on the location, time of day and type of vehicle needed to suit your needs.

At all times, we are committed to keeping you moving as safely and comfortably as possible, and with as little delay as possible. During all major planned engineering work, we will do our best, as far as is reasonable, to make sure waiting times for altemative accessible transport are similar to those for all customers.

If we don't 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 joumey 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 0800 0158 123 - option 3.

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.

Accessible Travel Policy

We also offer our Accessible Travel Policy in alternative formats, specifically:

• Braille
• Audio
• Large Print
• Easy Read

You can ask for an alternative format by contacting our Customer Resolution or Passenger Assist team on 0800 0158 123 - option 3.

What is Passenger Assist?

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
• Please let our team know if you’d like to maintain social distancing during the Passenger Assistance process.

Find out how we're Making Rail Accessible and learn more about our policies and practices.