We want to make it as easy as possible 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.
join our Accessibility Panel
For the most effective service we recommend booking assistance at least 24 hours before you travel (you can book further in advance if you prefer).
Online when you book your tickets: choose the help you need from our range of options
Online on the Passenger Assist website
By phone: call our Passenger Assist team on 03330 050 501 (0800-2000 except Christmas Day)
- Textphone: 08457 585 469 (for people who are hard of hearing)
You can also buy tickets, reserve seats and wheelchair spaces, and get rail information from our Assisted Travel team.
Assisted Travel Audio Guide
The bilingual guide is available to assist customers with sight loss plan their journey by train.
It provides 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 PC, phone or mp3 player, please click here.
We’re committed to excellent service for all our customers on our trains and at our stations. Find out what we’re doing to improve access for our disabled and older customers.
Orange Wallet Scheme
We're working in partnership with local authorities and other public transport providers on this tool for passengers who may find communication difficult. Find out more about the Orange Wallet Scheme
You can bring your mobility scooter on our trains as long as it meets our guidelines, and the stations you're travelling from and to are accessible for wheelchairs and mobility scooters. Check our guidelines for mobility scooters on board.
We offer the 'Assistance Dog Travel Scheme' in partnership with Assistance Dogs (UK). Find out how the scheme helps assistance dogs and their handlers.
Railcards and discounts
If you have a disability you may be eligible for 1/3 off rail fares with a Disabled Persons Railcard.
If you are aged 60 or over you may be eligible for 1/3 off rail fares with a Senior Railcard.
If you’re blind or partially sighted and travelling with a companion, or if you’re a wheelchair user, you can get a concessionary discount without a Disabled Persons Railcard.
Our route map outlines how accessible our stations are. Download the route map here.
Assisted travel awareness talks
We work with support groups for disabled people to raise awareness of our Assisted Travel Scheme.
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 the benefits of a Disabled Persons’ Railcard.
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 email@example.com