Book Assisted Travel

Learn how we’re keeping you and our staff safe when providing assistance during the pandemic.

If you'd like assistance during your journey, we'll do everything we can to provide the help you need.

To make a Passenger Assist booking, including seat reservations with other train operators, please contact us up to 6 hours ahead for journeys on the same day. If you are only travelling on our services, you can book with us up to 4 hours ahead for journeys on the same day, providing this is done during our contact centre hours (8am - 10pm daily).

If your booking is made online outside of these hours, this will be processed as soon as possible when our contact centre opens.

Don’t forget you can always simply ‘turn up and go’ without booking, so you can still travel if your booking has not been confirmed, and we will do our best to help you on the day.

Please note that other train operating companies may have different contact centre hours for booking assistance.

To book assistance please call the Passenger Assist team on 0800 024 8998 (Next Generation Text 18001 0800 024 8998) or fill out the form below.

To book assistance please call the Passenger Assist team on 0800 024 8997 (Next Generation Text 18001 0800 024 8997) or fill out the form below.

Have you arranged travel assistance with us before? *

Your contact details

Preferred method of contact *

Assistance Profile

Please indicate which of the following best describes your disability/impairment *

At which point of the journey do you require assistance? *

Do you need to use a ramp to board the train? *

Do you use a wheelchair or scooter? *

Is your wheelchair/scooter 120cm x 70cm or less? *

Do you transfer to a seat? *

Are you travelling with an assistance dog? *

Are you travelling with a companion?

Tickets

Have you already purchased tickets?

Do you require assistance with booking tickets?

Outward journey
:
Return journey

Are you booking assistance for a return journey?

:

I'm happy to take part in a satisfaction survey *

Occasionally we carry out short customer surveys about the service and assistance we offer. These are carried out by an independent research agency on our behalf and help us improve our services. Sometimes we're asked to share your information with the Office of Rail and Road and their research suppliers who conduct research to drive customer journey improvements.
How we use your data
We hold your contact details and journey data in the Passenger Assist booking system for two years. We share your journey data with other Train Operating Companies and Network Rail - so we know you're looked after for the whole of your rail journey, even when you're not travelling on our trains. For more information about how we use your data see our Privacy Policy.