Our Assisted Travel team are there to help you plan and we recommend booking assistance whenever possible. Of course, we are still providing assistance for passengers who haven’t been able to pre-book.
Familiarise yourself with general information on this page, including advice on stations where queuing systems and amended access points may be in place.
Our staff will work with you to maintain social distancing wherever possible. They may wipe down the handle of your wheelchair for their own safety.
While we recommend that our staff and customers wear a face covering if possible we recognise that not all customers are able to use a face covering. Our staff also know that face coverings can present communication difficulties for some people e.g. those who rely on lip reading. If necessary, they will be happy to write key information down for you. You may also find our Communication Guide or Travel Support card handy when communicating with you during your journey.
When waiting, our staff will assist you to a safe and quiet place away from other passengers and will ask other passengers to maintain social distancing whilst you are waiting.
When using lifts, staff supporting you may use the stairs and will join you at the other end rather than travel in the same lift with you.
When assisting you onto the train, we will check that the wheelchair space or priority seat is free and will ask customers to move if necessary, to maintain social distancing. We also reminded customers in our guidelines to respect wheelchair spaces and priority seating as this is important for social distancing.
For further information on assisted travel and how to book please click the links below: