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Booking assisted travel

We want to make it as easy as possible for you to travel with us and offer a range of assistance if you have access needs.

We'll always do our best to help you whether you're travelling at short notice or have booked assistance in advance. For the most effective service we recommend booking assistance 24 hours before you travel (you can book further in advance if you prefer). There are several ways to book:

  • Online when you book your tickets: choose the help you need from our range of options
  • Online using our book assistance form
  • By phone: call our Passenger Assist team on 03330 050 501 (8am to 8pm everyday, except Christmas Day)
  • By Next Generation Text: call our Passenger Assist team via text relay service on 18001 03330 050 501 (8am to 8pm every day, except Christmas Day)

Our Assisted Travel team can also sell you tickets and reserve seats or wheelchair spaces (on services where reservations are possible).

If you have not booked assisted travel, we will always do our best to help you, but it may take a little more time to arrange the support you need.

Train Accessibility

Find out about on-board facilities to help you plan your journey.

Please be aware that types of train that do not feature fully accessible facilities, including toilets, are operating on some routes. We apologise for this inconvenience and are doing all we can to improve this situation. Details of the routes and times of services impacted by this issue will be published on this website soon.

While reservations can be made for locomotive hauled trains between Holyhead, Manchester and Cardiff (in both directions), please be aware these services do not have accessible toilets or power-operated doors and the wheelchair space is only located in standard class (not the restaurant car). Some other train types used mainly in the Cardiff and Valleys area also currently do not provide accessible toilet facilities. Our Assisted Travel team (contact details above) can suggest alternative services for you if necessary. As part of our commitment to accessibility, these trains will be refurbished by the end of 2020 and will meet all legal accessibility requirements.