Help with assisted travel

Booked assistance

When should I ask for help?
If you want to book 'help' try to call us at least one day before you travel.

If I have booked help, where do I go when I get to the station?
You must let a member of station staff know you have booked help.

What kind of help can I get?
Our staff are trained to help people with disabilities.

On the phone they can:

• Help find the nearest station without steps or with ramps or lifts
• Help arrange assistance in advance of travel
• Arrange help when travelling
• Offer timetables and travel information

At the station they can:

• Meet you at an agreed point when you get to the station
• Help you to buy a ticket and other things for your journey
• Show you where to go at the station
• Help you to get on the train and to find a seat
• Help you with stairs and ramps
• Help you to change trains during the journey
• Carry light luggage
• Tell you where to find your nearest station without steps or one which has a lift
• Arrange another kind of transport for you if you can't use steps
• Let the other stations know you are coming so that someone can help you

Station staff will help you if you have booked assistance.

Staff may not be able to wait with you until the train comes but they will take you somewhere you can wait and come back when the train arrives.

Sometimes there are other people who need help but the staff will get to you as soon as possible.

You should not have to wait longer than 5 minutes for the help if you have booked.

If travel arrangements are changed, we will tell you and make sure help is rearranged.

The National Rail website has a map of each station with some pictures. You can see the station and facilities before you arrive. This is called Stations Made Easy. Go to www.nationalrail.co.uk to find this with station information.

Unbooked assistance

What happens if I can't book help?
If you cant let us know before you travel, you must tell a member of staff at the station that you need help.

If they can't help at the station, they will arrange for you to go to a station where they can help you.

If there is not a member of staff at the station, you can phone us on 0800 138 1016 or use the help point at the station and we will send help.

When should I arrive at the station?
Whether you have booked help or not, get to the station at least 20 minutes before the train is due.

Go to the platform ready for the train 5 minutes before it leaves.