Great Value Train Travel
HELP WITH YOUR JOURNEY
You can arrange Passenger Assistance for your entire journey, buy a ticket and reserve a seat by calling our friendly Passenger Assist team 24 hours a day, 7 days a week on 0800 316 1323 (except Christmas Day and Boxing Day when we are closed). Hearing impaired passengers may wish to use the Text Relay service by downloading the Relay UK app and using the number 18001 0800 316 1323 to contact our Passenger Assist team. Visit https://www.relayuk.bt.com/ for more information.
We are also pleased to be able to offer you the option of booking assistance through our WhatsApp number on 07816123149, available 24/7 except Christmas Day and Boxing Day. Simply message us with “Assisted Travel” and we’ll get your assistance arranged.
Whether assistance is needed when getting on or off the train, a ramp is required for your wheelchair or you need help with luggage, please book assistance. There’s lots more detail on the service we offer in the ‘Making Rail Accessible’ section below.
We offer the ability to book and reserve assistance 2 hours before you travel for same day travel. Please request assistance using the ‘BOOK ASSISTANCE’ button below which is available 24 hours a day.
If your journey involves another train operator and we need them to confirm part of your journey, it might depend on their opening hours to enable us to confirm your assistance. If this is the case, we will contact you to discuss your journey options, including how you might want to undertake your journey.
About Passenger Assist
• Phone – call the team on 0800 316 1323 24 hours a day, 7 days a week.
• Online form – submit your request by completing our online form
• Text Relay – hearing impaired passengers may wish to use the Text Relay service. Download the Relay UK app and use the number 18001 0800 316 1323 to get in touch.
• Passenger Assistance App by Transreport - download the app here.
• Help when arriving at the station.
• Help to get from the taxi rank into the station.
• Help to move around the station.
• Help getting on and off the train.
• Ramps to help with boarding and alighting from the train.
• Help with luggage.
• A taxi to take you from/to inaccessible stations, without additional charge.
• Help with connecting travel arrangements, including reservations on services run by other train operating companies, when reservations are available.
• Assistance to/from connecting trains.
• Details of the accessibility of stations.
If you are unable to book assistance in advance, we will still provide help where possible. A 'Turn Up and Go' service is available to provide assistance to those who have not booked in advance, but we cannot always guarantee that space will be available on the train.
Passenger Assist Information
Making Rail Accessible
Our Accessible Travel Policy (Making Rail Accessible) details the services that passengers can expect when travelling with us or using stations along our route. Click here to download our policy document or download the leaflet by clicking the link below.
Download The Leaflet
Wheelchair User Spaces
We have designated, separate spaces for wheelchair users on board: 1 space in First Class and 1 space in Standard Class. Companion seats are as close as possible to the wheelchair user spaces. Maximum wheelchair dimensions: 70cm wide, 120cm long, 135cm high and weighing no more than 300kg.
Disabled Persons Railcard
The Disabled Persons Railcard gives one third off all train travel, regardless of the time of day, to passengers with disabilities that make train travel difficult. For more information about railcards and how you can save 33% on your rail travel fares, click below.
Disabled Persons Railcard
Making Rail Accessible
Our Accessible Travel Policy (Making Rail Accessible) details the services that passengers can expect when travelling with us or using stations along our route. Click here to download our policy document or download the leaflet by clicking the link below.
Download The Leaflet
Wheelchair User Spaces
We have designated, separate spaces for wheelchair users on board: 1 space in First Class and 1 space in Standard Class. Companion seats are as close as possible to the wheelchair user spaces. Maximum wheelchair dimensions: 70cm wide, 120cm long, 135cm high and weighing no more than 300kg.
Disabled Persons Railcard
The Disabled Persons Railcard gives one third off all train travel, regardless of the time of day, to passengers with disabilities that make train travel difficult. For more information about railcards and how you can save 33% on your rail travel fares, click below.
Disabled Persons Railcard
On Board Facilities
Our Paragon trains have designated wheelchair user spaces, companion seating if needed, priority seating and large accessible toilet facilities. Priority seating has full access to accessible facilities and exits. Ramps are also available for boarding and departing our services. On Board colleagues have received comprehensive training in how to support older and/or disabled passengers.
Station Accessibility
You can find accessibility and mobility access details for any National Rail station on our Station Information page. This information is regularly updated by National Rail Enquiries.
Accessibility During Disruption
When services are disrupted, we will do everything possible to ensure that our disabled passengers are able to continue with their journeys, proactively taking your needs into account in our contingency plans and the service we provide on the day. Find out more in our Accessibility Travel Plan – ‘Making Rail Accessible’ detailed above.
On Board Facilities
Our Paragon trains have designated wheelchair user spaces, companion seating if needed, priority seating and large accessible toilet facilities. Priority seating has full access to accessible facilities and exits. Ramps are also available for boarding and departing our services. On Board colleagues have received comprehensive training in how to support older and/or disabled passengers.
Station Accessibility
You can find accessibility and mobility access details for any National Rail station on our Station Information page. This information is regularly updated by National Rail Enquiries.
Accessibility During Disruption
When services are disrupted, we will do everything possible to ensure that our disabled passengers are able to continue with their journeys, proactively taking your needs into account in our contingency plans and the service we provide on the day. Find out more in our Accessibility Travel Plan – ‘Making Rail Accessible’ detailed above.
Sunflower Lanyards
The Sunflower Lanyard has been specifically designed to act as a discreet sign that the wearer, or someone in their party, has a hidden disability and may need additional help during their journey. Our team on board and at the stations we call at will recognise and understand the symbol, but will not know your individual need. If you need specific assistance just ask and they’ll do their best to help. If you have a disability which means that you find verbal communication difficult, please ask for a lanyard with a card on which you can write what help you may need or you can write something down to show staff what you need help with.
If you would like a lanyard, please see the On Board Manager on our train, ask staff at a participating staffed station, e-mail our customer services team or call Passenger Assist on 0800 316 1323 and we’ll send one out to you in the post. Please do not provide us with information about your hidden disability. We process personal data in line with our Privacy Policy.
It's Everyone's Journey
We want public transport to be truly inclusive and disabled people to be able to travel as confidently as other passengers. That’s why we’re supporting the Department for Transport’s new campaign, ‘it’s everyone’s journey’. We’re encouraging everyone to make small changes to their behaviour when travelling, such as:
• Be prepared to give up a priority seat
• Be prepared to help each other
• Be patient with each other
• Respect all accessible toilet users
Passenger Assist FAQs
Our maximum wheelchair dimensions are: 70cm wide, 120cm long, 135cm high and weighing no more than 300kg.
Where assistance has been booked on our services but has not been provided, we will offer you a refund for the cost of that journey i.e. 100% of the single ticket, or 50% of a return. You can claim this by contacting our Passenger Assist team or Customer Service team. You will need to provide proof of purchase, i.e. a copy of your train tickets or your booking confirmation, along with your Passenger Assistance reference number, which can be found on your confirmation email.
We will coordinate a response to your complaint, should your journey have involved multiple train companies, and we will provide you with a full explanation, including why it happened and what mitigating actions we intend to take as a result.
Where both Passengers’ Charter and Passenger Assist compensation could apply, you will be entitled to whichever value is the highest but will not be able to claim both. We will also always comply with the Consumer Rights Act 2015. In line with the National Rail Conditions of Travel, we will consider all additional compensation claims for any losses or extra costs caused by a service failure. We will take each case on its merits and respond appropriately.
