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Accessible travel

We’re committed to delivering an excellent service for all of our customers. Here you will find all the information you need to plan your journey, book assistance and learn about our plans for enhancing accessibility.

  • Accessible travel during Covid 19
      • Is assistance still available?
        Yes. We are asking customers where they can to book ahead. Where customer’s can’t book, we’ll still provide assistance as quick as we can.
      • Why are rail companies asking me to book in advance?
        We have limited numbers of staff available in some areas due to challenges such as staff isolating, some staff shielding or even just social distancing. We don’t want this to impact on customer journeys wherever possible. If customers can book, we’ll be able to reserve seats or spaces and plan best. If a customer cannot book, we’ll do our best to assist as quick as possible.

        We know that sometimes customers can’t book ahead, especially when the customer might be working or building up their mental health to feeling confident to make a journey. You can find all of the contact details for train operators on this page.
      • What makes a journey necessary?
        It can be anything from needing to access the shops, attend a medical appointment or travel to work. We are here to provide train services to customers who have no alternative to travel.
      • Do disabled people need to wear a face covering?
        People with a disability or illness that means that they cannot wear a face covering can still travel by train. However, we do not have a definitive list of which illnesses or disabilities that make a person exempt. We are asking our staff to be considerate when using their discretion. The following kinds of illness or disability may mean someone does not need to wear a face covering:
        • Breathing difficulties
        • Conditions affecting dexterity
        • Mental health conditions such as anxiety or panic disorders
        • Autism
        • Dementia
        • Visual impairments or with a restricted field of vision
        • Anyone reliant on lip reading – including companions or carers for whom a face covering would impeded their ability to communicate

        • Staff are also being briefed about this.
      • I can’t pay by card. Can I still buy a ticket with cash?
        Yes. Ticket offices are still open for customers who need to purchase tickets using cash. Please be aware that staff might ask if you can pay by card. Please don’t be afraid to say “I need to pay cash”.
      • What if the ticket I need isn’t available on a ticket machine?
        Ticket offices are still open for customers who need to purchase tickets or use a discount that isn’t available on a ticket machine. Please pay by card if you can. We know this might not always be possible.
      • What if I can’t use a ticket machine?
        Ticket offices are still open for customers who need to purchase tickets or use a discount that isn’t available on a ticket machine. Please pay by card if you can. We know this might not always be possible.
      • I need a priority seat or wheelchair space. I can’t reserve these on my train. Can I still travel and if so, how should I do this?
        You can still travel on most services without a reservation. If you need a wheelchair space onboard, staff will make sure that you can use the wheelchair space for your wheelchair or mobility device as a priority. If there are no wheelchair spaces available because other wheelchair users are using them, we will assist you on to the next available service.

        We will help customers find a priority seat where possible. If you can, please give up a priority seat to a customer who needs it.

        If your operator is providing services that require a reservation, you should reserve a space in advance. Please visit your train operator’s website to check.
      • >I am blind or living with vision loss. Can staff still guide me?
        Staff will still provide guidance when needed. Please don’t hesitate to explain to staff what you need to make your journey. Please be aware that some staff might ask if they can use a covering between their arm and your hand. This is to provide as much safety to you as possible.

        If you need direction from the staff in any way, please don’t hesitate to explain what you need from them.
      • I am D/deaf or living hearing loss and I need to lip read. Do I need to use a face covering? Can staff remove their face coverings?
        If you need to remove a covering or ask a member of staff to remove theirs to communicate, please remember to give staff two metres space to ensure that social distancing can be adhered. If staff are behind screens and light is reflecting on the screen, please ask if they could write down any information for you or move to enable you to lip read.

        If you are reliant on lip reading – for example with companions or carers – for your journey, you will not be expected to wear a covering when communicating.

        Please wear a face covering when not communicating for your safety if you can.
      • I have a mental health condition that means I cannot wear a face covering. Will staff be made aware that I am exempt?

        Yes. We will brief staff to ensure that they are considerate and discrete when engaging customers about wearing a face covering.
      • Do I need to provide proof I can’t wear a face mask?
        No. Staff will be briefed to understand that any customer who is living with a disability will not be required to provide any proof.

  • Booking assisted travel
    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.
    Find out more
  • Mobility scooters and wheelchairs
    Mobility scooters and wheelchairs
    You can bring your mobility scooter on our trains as long as it meets our size and weight requirements and the stations you're travelling from and to are accessible.
    Find out more
  • Train accessibility
    Train accessibility
    A guide to our fleet of trains
    Find out more
  • Tickets and discounts for accessible travel
    Tickets and discounts for accessible travel
    Tickets and discounts There are lots of ways to buy your tickets and many discounts on offer to suit a range of needs. You can buy a ticket:
    Find out more
  • Station accessibility
    Station accessibility
    Our Making Rail Accessible: Helping Older and Disabled Passengers guide lists all our stations and explains what facilities are available
    Find out more
  • Policies and information
    Policies and information
    We’re committed to excellent service for all our customers. Working with our rail industry colleagues and the Welsh Government, we have ambitious plans to improve the accessibility of our services.  
    Find out more
  • Initiatives for independent travel
    We are always working on new initiatives to help customers with access needs travel comfortably, safely and as independently as possible.
    Find out more
  • Accessibility Panel
    Accessibility Panel
    Our Accessibility Panel influences our accessibility policies and advises us on how to support disabled, Deaf and older customers to use our services effectively.
    Find out more
  • Accessibility and inclusion related resources
    The purpose of this document is to inform interested parties, both internally and externally to the Rail Industry about the range of relevant Guidance, Legislation and Compliance affecting the Rail Industry as a whole today.
    Find out more

Did you know about...

  • Did you know?
    Multiflex Tickets
    Are our lowest Single fare for hundreds of regular journeys
    Available exclusively on our App
  • Did you know?
    Plan ahead. Reserve a place.
    We’re doing all we can to help everyone travel safer at the current time.
    Reserve a place
  • Did you know?
    Travel safer
    You can plan ahead and decide when to travel using our Capacity Checker.
    Let's try it