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We do not permanently close station entrances or gates if this would restrict disabled passengers’ access to any platforms or station facilities, unless we have:

Consulted the Department for Transport, Transport Focus and local access groups; and got approval to do so from the Department for Transport.
We consider the needs of disabled and older passengers before restricting or temporarily closing access points at stations.

 

How are train services information and Announcements made at Stations (Announcements and train service information)

Most of our stations provide information on train services. This could be through electronic information screens or announcements, or both. Information Points are provided at some stations. 

All of our stations are fitted with customer information screens. We provide clear announcements or visual information (or both) of train departures and other relevant messages. 

If there are delays and disruptions, for more information and support please speak to a member of staff or use an Information Point.

 

Where do I find Information at the Station? (Information Points and displays)

At our large stations we provide clearly marked and staffed Information Points which are open when the ticket office is open. These are just inside the station.

Staff at Information Points can:

  • provide information on the facilities, services and accessibility at all our stations, and those provided by other rail companies;
  • give directions to local public transport and hotels;
  • provide information on train services, timetables, fares and connections;
  • confirm arrangements made for an assisted travel booking; and
  • provide information on delays and factors which might affect your journey.

Information Points are also meeting points for passengers who have booked assisted travel. 

At stations without an Information Point, passengers need to go to the ticket office. 

All ticket offices and staffed Information Points are fitted with induction loops for people who wear hearing aids, and many have at least one low or height-adjustable counter. If possible, our timetables, posters and information leaflets will be placed so that both wheelchair users and standing passengers can use them.

Timetables and ‘Useful information’ posters are displayed at or near the entrance of all stations. 
You can get train service information from stations that have Help Points. Help Points are stands with a button you can press to speak to an operator. You can speak to someone from 6am to 10pm, or you can contact our Customer Relations team.

  • Phone: 03333 211 202 (Customer Relations Team)
  • Next Generation Text service: 18001 03333 211 202
  • Email: customer.relations@tfwrail.wales
  • Opening times: 8am to 8pm Monday to Saturday  (including bank holidays) 11am to 8pm on Sundays
  • Closed on Christmas Day

Or National Rail Enquiries.
For information about train times, fares and ticket types, general advice and help in planning your journey.

  • Phone (English): 03457 48 49 50
  • Phone (Welsh): 0345 60 40 500
  • Textphone: 0345 60 50 600
  • Website: nationalrail.co.uk
  • Opening times: 24 hours a day, except Christmas Day

 

Are Ticket machines Accessible. (Ticket machines)

Accessible ticket machines are provided at all our stations where there are ticket barriers. These machines can issue tickets with Disabled Persons Railcard discounts if the ticket office is closed. They cannot issue tickets with the automatic discount for wheelchair users or visually impaired customers. You can only buy these tickets at a ticket office or on the train. If you cannot buy a ticket before you travel, You can buy a ticket:

  • online from our website or from the websites of other companies that sell tickets;
  • by phoning 033 300 50 501;
  • at any station with a ticket office; or
  • at a ticket machine at a station.

If you cannot buy a ticket in any of the ways set out above, you can buy your ticket from a conductor on the train or at your destination station.
There will be no penalty and you can still get any discount that applies to you.
There is a range of discounts available to older or disabled passengers.

 

Are there Gates at the Station? I am Mobility Impaired how do I get through? (Ticket gates)

Some of our stations have automatic ticket barriers. These have at least one wider gate for wheelchair users and pushchairs and are controlled by staff. When gates are not staffed, they are locked open.

 

What Assistance is available to me if I have luggage (Luggage)

If you book assisted travel in advance, station staff or the conductor will help you get your luggage on and off the train. There is no charge for this service. If a station has assistance staff on duty, they can help you with luggage to and from the station entrance. If you need help with luggage but have not booked assisted travel in advance, staff will try to help with luggage, but this depends on whether staff are available.

The weight, size and quantity of luggage must be safe for our staff to carry on and off the train and within the station. Each piece of luggage cannot weigh more than 23kg. The National Rail Conditions of Travel state that, as a general rule, you can take up to three items of luggage on the train.

 

Do you have Luggage storage facilities? (Left luggage)

No. We do not provide our own left-luggage facilities at any of our stations.
However, Holyhead has a facility run by another company, and there are left-luggage facilities at Manchester Piccadilly and Birmingham New Street. These stations are operated by Network Rail.

 

Are Ramps Available to Help me get on the Train? (Ramps)

Ramps are available at all stations with platform staff and on all our trains. Station staff use these to help you on and off any trains, regardless of the rail company. Conductors use the ramps on board at unstaffed stations, whether or not your have booked assisted travel in advance.
Many of our stations have steps or are not accessible to wheelchair users. Also, at some stations the slope of the ramp between the train and the platform may be too steep to safely use a ramp. To avoid inconvenience on your journey, check this beforehand. Please see our ‘Making rail accessible: Helping older and disabled passengers’ which can be found at stations, by contacting our customer relations team or Assisted travel Team on the above numbers or here. We will print updated copies of this leaflet at least once a year.

Or contact our Assisted Travel team before you travel:-

  • Assisted Travel Website
  • Phone: 033 300 50 501 
  • Next Generation Text service: 18001 033 300 50 501 Opening times: 8am to 8pm every day (except Christmas Day) 

If a station is inaccessible for you, we will arrange alternative transport. We want to make sure that passengers can make as much of their journeys as possible by rail. However, we will arrange alternative accessible transport, such as a taxi, for you and a companion if:

  • you cannot travel to or from a station which is inaccessible to you;
  • rail-replacement transport is inaccessible to you; or
  • a short-notice disruption to services makes services inaccessible to you.

We provide this transport for the same price as your rail ticket. We discuss what kind of taxi you need before we book it. The alternative transport takes you to or from the most convenient accessible station or staffed station where someone can help you.

We cannot guarantee alternative accessible transport for a mobility scooter because they often cannot be carried safely in a taxi. However, if you are already travelling with us in a mobility scooter when the disruption happens, we will make you as comfortable as possible while you wait for the next train. 


Are all the facilities on stations Accessible? (Are Facilities provided by other companies)

Third-party retailers provide catering at stations. We will make sure that any new or renewed tenancy agreements include obligations under the Equality Act 2010. The location of retailers’ premises will not affect the accessibility of the station or its facilities.

 

Are All stations Staffed? (Staffing hours and unstaffed stations)

Most of our stations either do not have staff or only have ticket office staff who cannot provide assisted travel. The conductor on the train will help you on board.
If you need help at an unstaffed station or a station where there are only ticket office staff, please contact the Assisted Travel team. If you arrive at an unstaffed station and need help but have not booked assisted travel in advance, please contact the Assisted Travel team. You will find contact details on the information poster at the station entrance. The Assisted Travel team can arrange alternative transport for you or organise for a conductor to help you on or off the train if you can get to the platform. We make sure that specific arrangements are made for passengers needing help at any station when a special event is taking place nearby (especially at Cardiff Central and Chester stations).

To avoid inconvenience on your journey, check this beforehand. Please see our ‘Making rail accessible: Helping older and disabled passengers’ which can be found at stations, by contacting our customer relations team or Assisted travel Team on the above numbers of via https://tfwrail.wales/accessible-travel/station-accessibility. We will print updated copies of this leaflet at least once a year.

Or contact our Assisted Travel team before you travel:-

  • Assisted Travel Website
  • Phone: 033 300 50 501 
  • Next Generation Text service: 18001 033 300 50 501
  • Opening times: 8am to 8pm every day (except Christmas Day) 

We also make sure that the arrangements for providing help at any station are shown on each station’s page on the National Rail Enquiries website (www.nationalrail.co.uk).

Or contact National Rail Enquiries.
For information about train times, fares and ticket types, general advice and help in planning your journey.

  • Phone (English): 03457 48 49 50
  • Phone (Welsh): 0345 60 40 500
  • Textphone: 0345 60 50 600
  • Website: nationalrail.co.uk
  • Opening times: 24 hours a day, except Christmas Day