National Rail Conditions of Travel - Part E: Making your train journey
21. Passengers with Disabilities
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We aim to make using the National Rail Network as accessible as possible for passengers with disabilities and provide a range of services to help ensure that everyone can have an enjoyable journey. |
21.1 We will provide specific assistance for passengers with disabilities (and other passengers that may need extra help such as older people) upon request, at no additional cost. This will include, as required, arranging for staff to be available to deploy ramps that allow wheelchair users to board trains; or arranging for an accessible taxi to take passengers with disabilities to the most convenient accessible station appropriate to the journey being made.
21.2 We recommend that passengers requiring assistance contact the relevant Train Company with 2 hours’ notice before travel. However, staff will provide assistance when assistance has not been booked in advance, in line with a Train Company’s ‘Accessible Travel Policy’.
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You can book assistance at any station for any train journey at any time. Staff will always try to help, even if assistance is not booked. If staff are not able to help you immediately then they will explain clearly why. Some companies may ask for up to 2 hours’ notice to book assistance to enable them to ensure that a member of staff will be available to help you. Further information on how to book assistance is available from each Train Company’s website and from the National Rail website at www.nationalrail.co.uk/disabledpassengers which provides further guidance on facilities at each station (for example, where there are stairs and no lifts). |
21.3 Each Train Company publishes an ‘Accessible Travel Policy’, which sets out the way in which it will assist passengers with disabilities in using their services.
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Each Accessible Travel Policy is published on the Train Company’s website. |
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Part A: Summary of the Conditions
Part B: Introduction
Part C: Planning your journey and buying your Ticket
Part D: Using your Ticket
Part E: Making your Train Journey
Part F: Your refund and compensation rights
Part G: Special Conditions applying to Season Tickets
Part H: Lost Property
Appendices
Appendix A: List of Train Companies to which the National Rail Conditions of Travel apply
Appendix B: Definitions