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We are committed to providing accurate and consistent information so disabled and older passengers can travel with confidence. 

The National Rail Enquiries website (nationalrail.co.uk) and the station layout guide (‘Stations Made Easy’) contain useful information about the accessibility of facilities and services at stations and on trains. We are committed to providing up-to-date information for these resources and on our own website.
If there are changes to any information, our Head of Retail updates the National Rail Enquiries website within 24 hours.

This includes where:

  • stations have a physical feature which might prevent some disabled people from using it;
  • significant temporary work affects station accessibility;
  • changes to stations make them temporarily inaccessible (for example, if station lifts or toilets are out of order); or
  • changes are made to the accessibility of our trains.

Please report any faults affecting accessibility to station staff or our
Customer Relations team 

  • Phone: 03333 211 202 
  • 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 

Station staff can get up-to-date information through a national database and can provide this information to passengers at ticket offices or Information Points.
For detailed information on accessibility features of our stations, 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.

Can I Get Information Booklets in Different Formats? (Information Booklets)

Yes. If you want a copy of any of leaflets in large print, Braille or as an audio version, contact Customer Relations.

  • Phone: 03333 211 202 
  • 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).

The team can send you a copy of this document or our policy document in a standard or alternative format (for example large print) free of charge. Our Head of Customer Experience has day-to-day responsibility for our Disabled People’s Protection Policy. You can contact them through our Customer Relations team.