Passenger Assist and accessibility

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:

  • 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.

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:

Download on the App Store Android app on Google Play

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.

More information