We're committed to making our services accessible and inclusive for all our passengers.
Need assistance for your journey?
We support the rail industry Passenger Assist scheme which enables disabled and older customers to discuss and book their assistance requirements in advance of their journey. We can help with all aspects of your journey such as:
- 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.
How to book assistance
Book Passenger Assist through our team:
- Book online using Passenger Assist form
- By phone on Freephone 0800 024 8997; or
- Next Generation Text: 18001 0800 024 8997
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.
Passenger assistance is available as usual for trains that we're still running. We expect services to be very busy and ask customers to allow extra time when making their journey with us.
If you have pre-booked assistance through London Northwestern Railway and your service has changed or been cancelled, our Passenger Assistance team will be in touch with you directly to amend your travel plans. Please be aware that we will only be able to take new bookings once our strike timetables have been confirmed and uploaded to National Rail journey planners.
Book Passenger Assist using the Transreport App:
Passenger Assist by Transreport is a free smartphone app that enables you to request assistance without having to contact us by phone, online or by text message.
You can book and manage all your journey requirements, regardless of the train or station operator and much more. The app is available on iOS and Android mobile devices and can be downloaded to your phone by visiting the buttons below:
Recommended notice period:
We recommend that you book at least two hours before your journey via the Passenger Assist app, over the phone, text or online. This ensures our staff can offer you the best service and notify you if anything is likely to disrupt your journey.
Last minute requests (Turn up and Go)
Don’t forget you can always simply ‘turn up and go’ without arranging assistance in advance, or with an unconfirmed Passenger Assist booking.
When you arrive at the station, please make yourself known to a member of staff or use a Help Point and we will always do our best to assist you.