Passenger Assist during disruption

Rail replacement and alternative accessible transport

Sometimes it isn't possible for you to complete the entirety of your journey by rail, for example, due to engineering works, disruption, or a physically inaccessible station. In these instances, we will help you complete your journey by a suitable rail replacement option, at no extra cost.

Engineering works schedules are usually scheduled and publicised 12 weeks ahead of the event. These timetable changes are published on our website, in journey planning tools, in stations via posters and on white boards and through social media platforms.

Accessible replacement buses, coaches and taxi's

The accessibility of buses and coaches used in rail replacement is regulated by law. When we procure rail replacement services for major planned engineering works, our supplier is obliged to source as many compliant buses as possible. There maybe times however, when we cannot source enough accessible vehicles to cover an entire rail replacement operation. We may then supplement with vehicles operating under a special authorisation from the Department for Transport (DfT). Under these circumstances we will also provide alternative accessible vehicles such as minibuses and taxis to ensure there is no additional wait time for customers who need them.

Our supplier assesses all planned engineering work in advance to ensure that suitable vehicle provision is embedded in the plan. They must also make reasonable endeavors to train their staff in disability awareness, so they are able to support you on your journey with them.

Disruption to Services and Facilities

We understand that any journey that becomes disrupted can be very stressful, especially when it can develop and change very quickly, with very little notice. If your journey becomes affected, we will let you know as soon as possible and will always do our best to inform you before you start your journey. We will advise you of any delays or disruption through announcements at stations and on train, via our twitter account, and live train running information on our app and website.

Whether you have booked assistance or not we will do everything we can to help you continue your journey as smoothly as possible. If you have booked your assistance and left contact details with us, we will use these to contact you if the disruption is likely to have a serious impact on your journey. If necessary, we will work with you to amend your journey in a way that is suitable and appropriate for your needs.

Experiencing problems during tavel

All our trains have Conductors onboard to assist during times of disruption. We understand that you may wish to get in touch with us by another means. If you can, please speak to any member of railway staff in the first instance, otherwise you can tweet us @LNRailway or contact our Passenger Assistance helpline: 0800 024 8997; or Next Generation Text: 18001 0800 024 8997

Please note: Our Passenger Assist travel team are available 24 hours a day, 7 days a week, 363 days a year. We are closed on Christmas Day and Boxing Day