Making travel accessible
Learn more about how we’re ensuring equality of service to our elderly and disabled passengers.
How do I book assistance?
If you need assisted travel, we recommend you let us know 24 hours before you plan to travel so we can be on hand to help.
We can also work with other rail companies to make sure you make it to your destination comfortably.
You can book assistance now quickly and easily online.
Need to travel sooner? We’ll do everything we can to help.
Give us a call:
Telephone 0800 058 2844
Textphone 0800 138 1018
SMS Text*: 07860 034 269
Our assisted travel helpline is open every day from 7.00am to 10.00pm, except on Christmas Day.
You can also email us at firstname.lastname@example.org.
* 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.
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.
How do I get to the station?
Your journey starts with a smooth arrival to the station. Read our advice on:
What happens when I arrive?
We’re here to help you aboard.
Try to get to the station around 20 minutes before your train is due to leave so we’ve got plenty of time to help you get on the train. When you arrive, tell a member of station staff that you’ve booked assisted travel and they’ll take it from there.
If you weren’t able to book assisted travel in advance, don’t worry; we’ll still try to help but it may take us a little longer to arrange for someone to assist you.
To learn more about our station facilities before you travel, check our station accessibility information.
Can I get support while travelling?
We have a number of services to help make your journey more comfortable.
Accessibility on our trains
We’re committed to everyone’s comfort and accessibility on board. Find out more about train accessibility across our network.
If you find it difficult to stand, you’ll find priority seats available on all of our services. Apply for a Priority Seat Card for an easy way to make sure you can access a seat when you need one.
Mobility scooters and wheelchairs aboard
All of our train services can carry manual or powered wheelchairs and mobility scooters that meet a few basic size and weight specifications. Check our specifications.
If communicating with staff or memory problems are difficult for you or a loved one, apply for our free Travel Support Card. Fill in some basic information about your journey and the kind of help you need, then just show the card to a member of our staff to get assistance.