We assist our customers in a number of ways and will introduce new initiatives to continually improve accessibility and inclusion.
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 as a PDF:
If you require assistance (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.
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.
Train and station facilities
London Northwestern Railway operates a wide range of trains. If you require certain facilities on a train please contact our Passenger Assist team who can answer your query.
Our Passenger Assist team can also advise you about the accessibility levels of our stations. They can arrange alternative transport if a station is not accessible to you. You can download the list of our station accessibility features as a PDF:
Mobility scooters and wheelchairs
All of our trains are wheelchair accessible. 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.
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 issue priority seating cards on request from our Contact Centre. The Contact Centre can send you an application form or you can download it below.
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 print this off and fill it in. You can also ask our Contact Centre to send you one.