Passenger Assist

Book Passenger Assist with the Transreport App.

The Transreport app takes the time and fuss out of having to call our contact centre. Instead, input your requirements and book passenger assist on the go. Download the Transreport App via the links below:

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.

Booking Passenger Assist

To book passenger assist for your next journey you can contact us via using the methods detailed below:

Booking a journey through our website?

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.

1. Sign in to your account (top right the Avanti West Coast website). 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.

Book Passenger Assist using the Transreport App

You can 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:

Book Passenger Assist 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.

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.

More information

Book Passenger Assist via our phone line

Call us on 0345 528 0253 - option 3 - we're open 24 hours a day Monday to Sunday. Tickets can also be purchased using this service. Alternatively, you could call us on 0800 0158 123, which is free to call from mobiles regardless of free minutes.

The cost of calling a phone number depends on the digits it starts with, your phone provider and whether you use a landline or mobile. You may get free calls to some numbers as part of your call package. Check with your phone provider.

You can find station accessibility information here:

Station information And, you can find information on all temporary reductions in accessibility of each station we call at by visiting our journey check page here:

Journey Check

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.

GoodMaps

We’ve worked with GoodMaps to install a digital wayfinding solution for all the stations we manage.

GoodMaps helps customers who need additional support to navigate train stations independently. It’s particularly useful for people with visual impairments. Customers download the GoodMaps Indoor Navigation app, which then guides them safely around stations. It uses audible and visual directions, helping customers to find the places they want to go to, such as specific platforms, Passenger Assistance meeting points, toilets and shops

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 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

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 0345 528 0253 - 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.

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 0345 528 0253 - option 3.