Assisted travel

We want to make sure all our passengers enjoy their journey with us, including those with special travel needs. We run an assisted travel scheme for passengers with disabilities and older people who need a little extra help using our services.

Our making rail accessible policy sets out our commitments to help disabled and older passengers travel comfortably with us.

Making rail accessible

Booking assistance

Please give us 24 hours notice to arrange assistance for your journey. We can also arrange to help you if your journey includes travel with other train companies.

Your personal and journey data will be gathered and held within the assisted travel booking system for two years, and made available to all Train Operating Companies and Network Rail for all your bookings, in order that they can arrange and carry out assistance on your behalf. If you do not wish for your data to be shared please call us on 0800 138 1016.

Assisted travel booking form

If you need to travel sooner or would like to discuss something in more detail, please give us a call at:

Telephone: 0800 058 2844
Textphone: 0800 138 1018
SMS Text*: 07860 034 269

You can also email us at for Thameslink route stations and for Great Northern route stations.

The helpline is open seven days a week, from 07:00 to 22:00, except on Christmas Day.

Buying a ticket

If you want to buy your train ticket in advance, call our assisted travel team at least 7 days in advance.

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 can also get the same discount.

Apply for a Disabled Persons Railcard

What to do when you arrive at the station?

Tell a member of station staff that you have booked assisted travel and they’ll help you board your train.


We'd love to hear from you after you have used the service to find out how it went. You can call 0800 058 2844 or complete our feedback form.

Disability Onboard

Disability Onboard aims to encourage disabled people to travel by train by providing accurate advice and guidance. They’ll help you identify the barriers that might affect your train journey and will show you how to seek solutions.

Remember you’re not on your own - help is available through call centres, online and at stations. They’ll provide expert advice and help to plan your journey and book assistance when you need it. Travelling by train is easier than you think.

* SMS text service available at following times Monday to Friday – 7am to 8pm, Saturday – 7am – 3:30pm, Sunday – 8am to 4:30pm for queries. Please use other options for bookings and more complex queries.