This helps us understand your needs. You can be as detailed as you want.
We're committed to making our services accessible and inclusive for all our passengers. Find out how we can support your journey.
Getting help for your journey: Passenger Assist
Need help for your journey? The Passenger Assist scheme helps you get support before you travel. We can help with every part of your journey, like:
- Planning your journey, choosing the best trains, times, tickets
- Getting on and off the train (including providing ramps, sight guidance etc)
- Moving between platforms and around the station
- Purchasing tickets
- Assisting with your luggage
- Advising what facilities are available on board and at the stations.
- What to do if passenger assistance goes wrong
How to book Passenger Assist
You can book Passenger Assist in a few simple ways:
Book in advance
For the best service, please book at least two hours before your trip. This helps our staff gives you the best support. They can also tell you if anything might change your journey.
Use the Passenger Assistance App
The Passenger Assistance app by Transreport is free to download to your smartphone. This trusted nationwide app means you can book and manage your assistance from any UK station in a few taps.
Follow these steps to book your assistance through the app:
Step 1: Set up your profile
Step 2: Fill out your journey details
Tell us where you're going, where from and what time
Step 3: Submit what assistance is needed
For example, a ramp or guidance.
Step 4: Info is sent to the train operator
You'll be told once your booking is confirmed. Book your train ticket and make your way to the station.
Other ways to book
You can also book Passenger Assist by contacting our team
- Online: Book online using Passenger Assist form
- By phone: Freephone 0800 024 8998; or
- Next Generation Text: 18001 0800 024 8998
Please note: telephone lines are open 24 hours a day, 7 days a week, 363 days a year. We are closed on Christmas Day and Boxing Day.
Last-minute help: Turn up and go
You can always 'turn up and go.' This means you don't need to book ahead or you can arrive if your booking hasn't confirmed.
- When you arrive at a station, speak to a member of staff or use a help point.
- If the station is not staffed, speak to the conductor when your train arrives.
