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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.


Orange Wallet Scheme

The Orange Wallet is for anyone who'd like support to communicate with staff when travelling by bus or train. It's particularly designed for passengers with an Autism Spectrum Disorder. Find out more about the Orange Wallet scheme.


Audio Guide

Our bilingual audio guide assists customers with sight loss to plan their journeys by train. The guide gives information on what assistance can be provided at stations and on trains, how to check what facilities are available at stations and how to buy tickets.

To download the guide chapter by chapter to a computer, phone or mp3 player, please click here.


Assistance Dogs Travel Scheme

We support the 'Assistance Dog Travel Scheme' in partnership with Assistance Dogs (UK). Find out how the scheme helps assistance dogs and their handlers.


Assisted travel awareness talks

We visit local groups to talk about the assistance available at our stations and on our trains, how to buy a ticket and book assistance, station and train facilities, and what discounts are available.

We can also arrange familiarisation trips so you can experience a journey by train with us.

To arrange an awareness visit, contact our Customer Relations team on 03333 211 202 or email us


The Sunflower Lanyard

The Sunflower Lanyard allows the wearer to discreetly indicate that they may have additional needs that are not immediately obvious. Customers do not have to tell anyone what their disability is and our staff are trained to recognise the lanyard and that you may need additional help. Staff will make sure they are visible, recognisable and approachable for you to be able to seek the assistance you require. Our staff are also encouraged to be pro-active and approach any customers wearing a sunflower lanyard to offer any assistance.

Customers will be able to have a free sunflower lanyard posted directly to you by contacting our Customer Relations team on 0333 3211 202 or by email on