On train accessibility information

Accessibility of rolling stock

All of our trains are equipped with features and facilities to make rail travel for disabled passengers easier. This includes facilities such as aural and visual information, seat-back hand holds, priority seating, accessible toilets, button-controlled doors, wheelchair spaces with call-for-help points etc..

View our guide below for more information and detailed layouts of all our trains.

Download on train accessibility guide (PDF)

On train accessibility features explained

Getting on and off our trains

We accommodate ramps onboard every train in our fleet, so that our Conductors can use this to help you get on and off our trains. This is in addition to ramps stored on our station platforms and West Midlands Trains staff are always happy to help. If you are getting off the train at the station where your service terminates, we will attend to the needs of our customers who have booked assistance as quickly as possible. We will ensure that you wait no longer than 5 minutes to get off the train after its arrival.

Wheelchairs

All our trains have designated wheelchair accessible spaces which by law, wheelchair users take priority over everyone else in this area. Modern trains have been designed to accommodate wheelchairs which fall within the following standard dimensions:

  • Width: 700mm
  • Length: 1200mm
  • Weight (including customer): 300kg

Please see our Rolling Stock Accessibility information for further detail about the type of space available on each train type.

Please note: 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.

Mobility Scooters

Trains and platforms have not been designed to accommodate mobility scooters therefore we will only accept those scooters which fall within the same dimensions of a wheelchair (above). Please consider that even the smallest scooters generally require a larger turning circle than a wheelchair and therefore may not be suitable for use on some trains or platforms where space is limited.

We would ask that you transfer to a seat, where possible, for your own safety. Many scooters are not designed to be transported in an assembled state inside a moving vehicle and there is less risk of breakages or accident if you are able to transfer into a seat.

Scooters which are larger than the footprint can be carried if folded and stored as luggage. During rail replacement, bus operators may have limited space or restrictions for scooters, in such circumstances we will try and source a suitable accessible taxi noting there may be limitations on the size of scooter they can accept also. Taxis and minibuses may require you to transfer to a seat for safe travel.

There are no restrictions on mobility aids such as rollators, providing, they fit within the maximum dimensions of a wheelchair.

If your journey involves travel with another train company, please familiarise yourself with their scooter policy, which may be different, to avoid any disappointment or inconvenience.

On train information and assistance

All our trains have audio/visual information. Our on-train staff are also trained to make announcements via the train’s public address system. On services without automated public announcements, the conductor will make every effort to advise you of where and when the train is stopping and give other relevant journey information. We aim to give sufficient time for you, including those with mobility impairment, to respond.

Our training ensures that our staff understand the importance of making announcements during times of disruption, particularly before the departure of the train and before the arrival at the station. Announcements will also be made relating to any alterations to the normal service including delays.

Additionally, they will ensure that hearing-impaired customers of whom they have been advised are informed by alternative means. Our on-board staff will make every effort to ensure that older and disabled people are given appropriate assistance whilst on the train.

Assistance dogs

Assistance dogs are very welcome on all our trains, free of charge, and can travel in any part of the train. As our trains operate without seat reservations please ask the member of staff who assists you on-board if you need help to find a suitable space for you and your dog.

Priority seating can be found on all our trains

These seats are designed for easy access for people with mobility impairments but are also available for the use of other people who may need them including but not limited to; disabled people (remember some disabilities aren’t visible), older people, expectant mothers, someone carrying an infant.

Priority seating is clearly labelled onboard and we request that customers ask politely if they need a seat. Remember that the person using it may also have a need for it. If you feel unable to ask for one, we have priority seat cards, sunflower lanyards and I need a seat badges. Please contact us for details on how to obtain one.