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Last updated: 00:56

Book assistance for your journey

Have special travel needs? Book our assisted travel support Passenger Assist in advance, and we’ll be on hand to help.

The majority of passengers travel on our network without booking assistance (“turn up and go”)

If you do wish to book assistance our call centre colleagues are happy to help you with planning your journey.

You can contact us at any time of the day for assisted travel guidance or to request an assisted travel booking. To make sure we have staff available to help you, we recommend you book at least two hours in advance of travelling.

If your journey involves another train company, we may need to confirm part of your journey with them. If this is the case, we will discuss options with you.

If you do choose to travel “turn up and go” without booking assistance in advance, please make yourself known to a member of staff or use a Help Point when you arrive at the station.

When to book assistance

Need to book assistance for your next journey? Wondering how to get assistance quickly and easily? Use our simple online form below to book travel help. Whatever your travel needs, we’re happy to help you through the station and aboard your train. 

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.

Give us a few details about your travel plans and we’ll make the arrangements for you.

Got a question or need to travel sooner?

Give us a call:

Telephone 0800 058 2844
Textphone 0800 138 1018

Our assisted travel helpline is open 24 hours a day, except on Christmas Day.

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.

Assisted travel booking form

So we can arrange and carry out assistance on your behalf, 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. If you do not wish for your data to be shared please contact us.

You can contact us at any time of the day for Assisted travel guidance or to request an assisted travel booking.

To make sure we have staff available to help you, we recommend you book at least two hours in advance of travelling.

If your journey involves another train company, we may need to confirm part of your journey with them. If this is the case, we will discuss options with you.

Outward journey

Return journey

Assistance requirements

Additional requirements

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Your personal details will be held by the Go-Ahead Group on behalf of Thameslink. We will not pass on your personal information to any organisation outside of our Group of Companies (and Successor franchise or Secretary of State for Transport) for marketing purposes without your prior consent.

When you use our website, you trust us with your information. Please read our Privacy Policy to help you understand what data we collect, why we collect it and what we do with it. We use details about your journeys and your data to improve our communications to you.