If you are disabled or have difficulty travelling, you can get advice about accessibility – both on our trains and at any of our stations – before you travel. Plus, when you come to one of our stations, we can offer you the help you need.
The ‘Making Rail Accessible’ leaflet, station and train accessibility information are available in alternative formats on request via our Assisted Travel team, including audio and large print versions. We aim to provide alternate format documents within seven working days of a request, and if this is not possible we will advise you within seven working days of the delivery timescale
There are several ways to book Passenger Assist:
Fill in our assisted travel booking form online
Email us on: firstname.lastname@example.org
Call us on: 0800 138 1016 (your information may be recorded)
Textphone: 0800 138 1018
SMS Text: 07860 034 269*
Our assisted travel helpline is open every day from 8am - 10pm, except on Christmas Day.
We can tell you about your nearest station with step-free access and give information about ramps and lifts. We can also arrange help both at stations and on trains, as well as providing train times and travel information.
Our team can help with bookings involving travel on other train operators. Should you wish to contact other operators directly, contact details are available on National Rail’s website.
* SMS text service available at following times Monday to Friday – 8am to 6pm, Saturday – 8am – 3:30pm, Sunday – 8am to 4:30pm for queries. Please use other options for bookings and more complex queries.
How do I buy a ticket?
We’re happy to help you plan your journey. If you want to book your train ticket in advance, call our assisted travel team at least 7 days in before you’d like to travel.
If you have a Disabled Persons Railcard, you can get 1/3 off most rail fares throughout the UK. If you're travelling with a companion, they’ll enjoy the same discount.
Learn more about the Disabled Persons Railcard.
Find information here on discounts for blind and visually impaired passengers travelling with a companion, and on passengers who stay in their own wheelchair during a journey.
If you are a disabled passenger, and are unable to easily purchase a ticket at the station where the journey starts, then the appropriate fare, including discount if applicable, can be paid en route without penalty.
What to do when you arrive at the station
To offer you the best assistance possible, please arrive at the station 20 minutes before your train is due to depart. When you arrive let a member of staff know you’ve booked assisted travel.
We can help you:
- buy a ticket and anything else you may want for your journey
- show you where to go – you’ll need to get to the platform 5 minutes before your train leaves
- get around the station, providing ramps or another kind transport if you can’t use steps
- board the train and find a seat
- change trains during your journey
We can also carry light luggage and let other stations know you are coming so that you are looked after when you arrive.
Make sure to check our station pages, for information on accessibility at your station.