We know as an industry we can do better to give everyone the confidence to travel. We’re working hard to empower disabled people and others in need of assistance by making our services easier to use, and have set out our commitments in our new Accessible Travel Policy.
For example, the notice to give should you choose to pre-book assistance is reduced to six hours before travel, although you’re always welcome to turn up at a station unannounced. All our staff are having improved accessibility training, we’ve enhanced our websites and signs at stations, and we’ll have mobile support teams serving our smaller unstaffed stations. Find out more by clicking the links below.
Our Accessible Travel Policy documents are available here in alternative formats including audio and large print versions.
Printed copies of our Making Rail Accessible document will shortly be available from all staffed stations across our network.
There are several ways to book Passenger Assist:
Fill in our assisted travel booking form online
Email us on: email@example.com
Call us on: 0800 138 1016 (your information may be recorded)
Textphone: 0800 138 1018
Our assisted travel helpline is open 24 hours a day, 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.
If you're booking a journey for the first time in a while and would like to talk it through, please call our Assisted travel team
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.
You can now request assistance via Passenger Assistance by Transreport – a new smartphone app.
Find out more about the new assistance app and how to download it here.
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.
Accessible facilities at the station
Make sure to check our station pages, for information on accessibility at your station.
You can also search for your station on this page, to see if there are any temporary reductions to the accessible facilities.