Travel Assistance

Accessible Travel Solutions for Passengers with Disabilities

Welcome to a journey where accessibility and assistance are at the forefront. UK train companies are committed to providing comprehensive services to ensure a smooth travel experience for passengers with disabilities. Here's what you need to know:

1. Assistance Services

  • Train operating staff can arrange assistance at your departure station, guide you to the train, and ensure you board safely. Similar arrangements can be made at your destination and connecting stations.

  • Wheelchair ramps are available for those with mobility needs.

  • Booking assistance for your journey has never been easier. Experience a hassle-free process with our straightforward online platform. Click here to book your Passenger Assistance now and embark on a seamless travel adventure tailored to your needs. Travel with confidence, knowing that assistance is just a click away.

2. Disabled Railcard

3. Inclusivity for Guide Dogs and Elderly Passengers

  • Dogs for the blind are welcome on all UK trains.

  • Assistance is offered for boarding to elderly passengers.

  • Discover a station's facilities using its full or partial name or 3-character code here.

4. Mobility Scooters and Buggies

  • Train companies welcome passengers with mobility scooters powered by sealed batteries where possible.

  • The policy for each train company regarding scooter accommodation can be checked here.

  • Scooters with specific dimensions are accommodated, but larger wheelchairs may require verification with the relevant train company. Please check with the train company before booking your tickets. 

5. Engineering Works and Accessibility

  • During engineering works or disruptions, train companies attempt to provide accessible replacement vehicles. However, scooters' accommodation is not always guaranteed.

  • Check for planned engineering work here.

6. Safety Guidelines

As in any environment in which people can come and go as they please, for everyone's safety, we ask you to follow these rules:

  • Lower the speed of your scooter to a brisk walking pace, ensure you stay clear of the platform edge until the train has come to a complete stand at the station and follow staff instructions at all times.

  • Unload any bags/shopping etc. from the scooter, as this can cause the scooter to tip when going up/down ramps;

  • If you have a folding scooter, ensure that you are able to carry it without staff assistance when boarding and alighting from trains. Staff may not be available to help at many locations and many stations have limited level access. Please make enquiries with the relevant train company before travelling;

  • Before making any journey for the first time, contact the relevant train company to check what is possible on your chosen route. 

Please Note: Train company policies may change as more risk assessments are carried out. As the prime concern is safety, changes can occur without prior notice. Please contact your respective train company for further information.

7. Assisted Travel Arrangements

  • Click on this link to arrange Passenger Assistance on the app or site before your journey.

  • Identify yourself to station staff upon arrival, informing them of booked assistance.

  • Book assistance via phone by calling 0800 022 3720, select option 1 and simply let them know the journey you plan to take, and they will connect you to the right train company to place your booking request

  • Text: 60083 (Monday to Friday, 09:00 to 17:00) with your Passenger Assist enquiry

  • Textphone/minicom: 0345 60 50 600

8. Passenger Assistance for Disabilities

Services may have limited capacity for wheelchairs and wheelchair spaces may not be available in first class on some services provided by some operators. If you have a disability please contact Passenger Assist on 0800 0223720 or use the Passenger Assistance app (see here). 

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