Information for disabled passengers
This page is a summary of information available on the National Rail Enquiries website to help make your journey go as smoothly as possible. Clicking on underlined words will take you to a page containing more detailed information on each topic.
We will always do our best to help disabled passengers that need assistance, but if you need help when travelling by rail, it is best to book assistance in advance so that we can ensure that any help you may need is provided.
In particular, we would recommend that you book assistance if you:
• Have a mobility or other disability that means you find getting on and off trains difficult;
• Are a wheelchair user (on most services you will need to use a boarding ramp and, on some services reserve a wheelchair space on the train service you wish to use);
• Are a mobility scooter user (there are restrictions on different train operators which need to be checked, a boarding ramp will be required and possibly a reservation for the space onboard).
• Have a sight impairment and need guiding around a station or help boarding and alighting from your train;
• Have difficulty walking long distances – at some stations we can provide a station wheelchair or, at some larger stations, access to an electric buggy.
We recommend that you book help 24 hours before you travel. This enables us to: give you as much information as possible before your travel; make alternative arrangements for you if the station is not step free or not staffed at the time you wish to travel; and ensure that there are enough staff for all the assistance requests at a station. Overall, this allows us to provide you with the best possible assistance on the day.
|Abellio Greater Anglia||Abellio Greater Anglia Access information
||08000 282 878||18001 08000 282878 (text relay service)|
|Arriva Trains Wales
||Arriva Access information
||0333 005 0501
||0845 758 5469 (Textphone)
||c2c Access information||01702 357 640
||01702 357 640 (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 Access information
||03456 005 165
||08457 078 051 (Textphone)
||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)
|First TransPennine Express
||First TransPennine Express Access information
||0800 107 2149
||0800 107 2061 (Textphone)
|Great Western Railway
||Great Western Railway Access information
||08001 971 329
||08002 949 209 (Textphone
||Gatwick Express Access information
||0800 138 0225
||08451 27 29 40 (Textphone)
|Great Northern||Great Northern Access information||0800 058 2844||0800 975 1052 (Textphone)|
||Hull Trains Access information
||0800 316 1323 or use booking form
||08456 786 967 (Textphone)|
||Island Line Access information
||0800 528 2100
||0800 692 0792 (Textphone)
||London Midland Access information
||0800 092 4260
||0344 811 0134 (Textphone)
||London Overground Access information
||0343 222 1234
||020 3031 9331 (Textphone)
||Merseyrail Access information
||0800 0277 347
||0151 702 2071 (Textphone)
||Northern Rail Access information
||0808 1561 606
||08456 045 608 (Textphone)
||ScotRail Access information
||0800 912 2901
||18001 0800 912 2 901 (Typetalk)
||Southeastern Access information
||08007 834 524
||08007 834 548 (Textphone)
|South West Trains
||South West Trains Access information
||0800 528 2100
||0800 692 0792 (Textphone)
||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)|
||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)|
Accessible stations and Stations Made Easy
The Association of Train Operating Companies (ATOC) have produced a map of the mainland National Rail network that provides at-a-glance information about the accessibility of many stations.
The map uses symbols to indicate if each station has step-free access to all platforms from the station entrance, or limited access.
Download the PDF file of the National Rail map.
Sometimes it can be helpful to have an idea of what a station looks like before you get there. Stations Made Easy allows you to plan a route around a station and see photos of it.
To use Stations Made Easy look at our Stations and Destinations page, enter the name, or three letter code, of the station that you are interested in, and then click on the Stations Made Easy logo next to the station address.
Train Companies have different policies about carrying Mobility Scooters on trains.
This Association of Train Operating Companies (ATOC) have launched a website called Rail Travel Made Easy which is designed to help disabled passengers and others who might encounter practical difficulties, make use of the help and resources available for planning a barrier-free train journey in Great Britain.
The Disabled Persons Railcard website also provides lots of useful hints and tips on rail travel for disabled rail users.
Currently, all train operating companies (TOCs) advise disabled passengers to book assistance at least 24 hours before travelling to obtain assistance. By contrast, a ‘Turn up & Go’ service offers assistance to disabled passengers whether they book in advance or not.
For more information please see the London TUG leaflet.