Information for disabled passengers

Do you need any extra help traveling by train?  Here is a quick guide of what you can expect from all train companies as a customer with a disability.

Helping you with your journey

You can book to get help at any station for any train journey.

The train company can organise for someone to:                                                       

• meet you at the entrance or meeting point and accompany you to your train
• provide a ramp on and off your train if you need one
• meet you from your train and take you to your next train or the exit
• carry your bag (up to three items of luggage as per the National Conditions of Travel

You can book help at short notice.  Some companies may ask for up to 24 hours’ notice.

Rail services are now far more accessible than they were in the past and many disabled people are able to use the rail network without assistance.

Staff will help you if they can, even if you just turn up.  Sometimes this might take a bit of time because staff will have other things to do, like dispatch a train or look after safety on the platform. If staff are not able to help you they will explain clearly why not.

Planning your train journey
Booking assistance will be simple. You only need to contact one train company and they will organise assistance for your whole journey. You can book assistance by phone or online with the company directly or centrally here:

• disabledpersons-railcard.co.uk/travel-assistance/
• 0800 022 3720
• 0845 60 50 600 textphone/minicom

You won’t have to pay extra if you can’t buy your ticket before getting on the train due to your disability.

If the train you want to travel on is cancelled or delayed
You will never be left stranded; train companies will do everything possible to get you to the station you wanted to get to. If you can’t access a rail replacement bus, the train company will provide an accessible alternative, such as a free taxi to the station you wanted to go to.

If things go wrong
You can complain if your journey goes wrong and the train company will investigate it fully and fairly. You may also be entitled to some money back if there is a delay to my journey or something goes wrong.

Throughout your journey
• The train company will do all it can to communicate with you in a way you can understand
• Staff will treat you with respect and dignity
• Staff will understand your needs as a customer with a disability
• Trained staff will know how to use any company equipment that will help you with your journey.

You can also book assistance and find out more information from the train company directly on the numbers below:

Train Company
Access Information
Telephone
Textphone/Typetalk
Arriva Trains Wales
Arriva Access information
0333 005 0501
0845 758 5469 (Textphone)
c2c
c2c Access information 0345 744 4422 03457 444422  (Textphone
compatible with Ultratec Minicom 6000)
Caledonian Sleeper Caledonian Sleeper Access information 0330 060 0500 1 800 103 300 600 500 (text relay service)
Chiltern Railways
Chiltern Railways Access information
03456 005 165
08457 078 051 (Textphone)
CrossCountry
CrossCountry Access information
0344 811 0125
0344 811 0126 (Textphone)
East Midlands Trains
East Midlands Trains Access information
03457 125 678
03457 078 051 (Textphone)
Gatwick Express
Gatwick Express Access information
0800 138 1016
0800 138 1018 (Textphone)
Grand Central
Grand Central Access information
0344 811 0072
0344 556 1400 (Textphone)
Great Northern Great Northern Access information 0800 058 2844 0800 975 1052 (Textphone)
Great Western Railway
Great Western Railway Access information
08001 971 329  18001 0800 197 1329 (Textphone)
Greater Anglia  Greater Anglia Access information  08000 282 878 18001 08000 282878 (text relay service)
Hull Trains
Hull Trains Access information
0800 316 1323 
08456 786 967 (Textphone)
Island Line
Island Line Access information
0800 528 2100
0800 692 0792 (Textphone)
London Midland
London Midland Access information
0800 092 4260
0344 811 0134 (Textphone)
London Overground
London Overground Access information
0343 222 1234
020 3031 9331 (Textphone)
Merseyrail
Merseyrail Access information
0800 0277 347
0151 702 2071 (Textphone)
Northern
Northern Access information
0800 138 5560
08456 045 608 (Textphone)
ScotRail
ScotRail Access information
0800 912 2901
18001 0800 912 2 901 (Typetalk)
Southeastern
Southeastern Access information
08007 834 524
08007 834 548 (Textphone)
South Western Railway
South Western Railway Access information
0800 528 2100
0800 692 0792 (Textphone)
Southern
Southern Access information
0800 138 1016
0800 138 1018 (Textphone)
Thameslink Thameslink Access information 0800 058 2844 0800 975 1052 (Textphone)
TfL Rail TfL Rail Access information 0343 222 3456 0800 112 3456 (Textphone)
TransPennine Express TransPennine Express Access information 0800 107 2149 0800 107 2061 (Textphone)
Virgin Trains
Virgin Trains Access information
08000 158 123
08000 158 124 (Textphone)
Virgin Trains East Coast Virgin Trains East Coast Access information
03457 225 225 18001 03457 225 225 (Text relay service)

Discounts

If you have a disability you may be eligible for a Disabled Persons Railcard.

If you do not have a Railcard and you are blind or partially sighted and travelling with a companion, or if you use a wheelchair, you can get a discount on Anytime tickets.

Train facilities

It can be helpful to have an idea of what facilities are available on board the train. This information is arranged by Train Company. If you are unsure which Train Company is running your train you can check using our Journey Planner.

Mobility Scooters

Train Companies have different policies about carrying Mobility Scooters on trains.

Further information

The Disabled Persons Railcard website provides lots of useful hints and tips on rail travel for disabled rail users.