We are committed to making our services inclusive and are working hard on a range of initiatives to open up rail travel to everyone.
Our Making Rail Accessible leaflet details the services we offer. Copies are available at staffed stations or from our Contact Centre. It is available in various formats (such as large print and easyread) on request. You can also download it as a PDF standard format or PDF easyread format.
If you require assistance (such as help on and off the train and/or around the station) we recommend booking assistance at least 24 hours in advance. If you are unable to book in advance we will always do our best to help you but please be aware that many of our stations are not staffed at all times so it may be more convenient for you to book ahead.
We support the rail industry Passenger Assist scheme and our team will be happy to help you book your journeys for anywhere on the network:
- Online: Passenger Assist form
- Telephone (free of charge): 0800 024 8997
- Next Generation Text: 18001 0800 024 8997
The opening hours are 8am – 10pm, 7 days a week except Christmas Day and Boxing Day.
On the Day
Whether pre-booked or not, please arrive at the station at least 20 minutes before your train departs and allow more time if you need to buy a ticket.
Train and station facilities
We have a variety of trains in our fleet, which means facilities can vary. If you have a specific requirement please contact our Passenger Assist team. They'll be happy to help.
Please note that there is no wheelchair accommodation in First Class.
Our Passenger Assist team can also advise you about the accessibility levels of our stations and can arrange alternative transport if a station is not accessible to you. You can also download a list of our station accessibility features and a step-free network map.
All of our trains are wheelchair accessible with the exception of our First Class carriage.
Mobility scooters and wheelchairs need to be able to fit on the platform-to-train ramps and manoeuvre safely inside our trains.
Wheelchairs and scooters must be no bigger than 1200mm long by 700mm wide. Our ramps can carry a maximum weight of 300kg (the combined weight of the scooter/wheelchair and passenger).
We cannot provide alternative transport for scooters.
Tickets & discounts
You must always have a ticket for your journey and never complete your journey without having bought one.
Buying a ticket has never been easier. You can buy online, through our app and at station booking office or ticket machine. And if for some reason you can't buy a ticket before you board, we will be happy to sell you one on the train as long as you have cash or card to hand. We'll also offer the following discounts if you qualify:
- Railcards (including Disabled Persons and Senior Railcards) are a great way get discounted rail travel throughout Great Britain - saving you at least a third on the standard fare. You can buy Railcards from any of our ticket offices or online at www.railcard.co.uk.
- There are also concessionary fares available without needing to have a Disabled Persons Railcard. These apply if you need to stay in your wheelchair during the journey or registered blind and travelling with a companion. Ask our staff for more information.
- Disabled and older people with an English National Concessionary Pass who live in the West Midlands can travel for free on our trains at certain times in the area.
Because we don't have wheelchair accommodation in our First Class compartment we will refund the difference if you have a First Class ticket. If you decide not to travel then we will refund your ticket in full.
Accessible priority seating
Priority seating is designed to be easily accessible for passengers who need it. These seats are intended for:
- Disabled people
- Elderly people
- Pregnant women
When asked politely, most people will be quite happy to move from the seat (unless they need it too) to allow you to sit there instead. However, we understand that not everyone is comfortable or able to ask so we operate a Priority Seating cards scheme. To sign up for the scheme, simply download a Priority Seating card application form or request one from our Contact Centre.
Travel support card
Our staff are trained to listen to all passengers. However, if you would be more comfortable showing a member of staff a card that explains the help you need, please download and print our Passenger Support Card and fill it in. You can also ask our Contact Centre to send you one.