Passenger Assist

What is Passenger Assist?

Passenger Assist allows you to request an assistance booking in advance. Any train company can organise assistance for your entire journey, even if you are travelling on multiple services.

Passenger Assist includes:

• offering a helping hand to navigate the station

• help getting on or off the train

• meeting you from your train and taking you to your next train or the exit

• arranging a ramp on or off your train

• assistance relating to a non-visible impairment

• carrying your bag(s) – up to 3 items of luggage as per the National Rail Conditions of Travel (PDF, 1.1MB)

• getting an Assistance Dog Under Seat card

How to use Passenger Assist

There are many ways to request assistance.

• By using Passenger Assistance by Transreport: an app and website that lets you make an assistance request. You receive a confirmation email once your request has been checked and confirmed. You can find out more about the app on our Passenger Assistance by Transreport page

• Via the Passenger Assistance website(external link, opens in a new tab)

• Call: 0800 022 3720. Select option 1 and simply let us know the journey you plan to take, and we will connect you to the right train company to place your booking request

• Text: 60083 (Monday to Friday, 09:00 to 17:00) with your Passenger Assist enquiry

• Textphone/minicom: 0345 60 50 600

Once we receive your text or textphone request, we will send you a message with the number you need to contact.

Help with luggage

If you are a disabled person, older or less mobile, and therefore require assistance with your luggage, you can request this in advance of your journey through Passenger Assist or on the day at the station.

All other passengers are responsible for their own luggage. In some stations you can make use of luggage trolleys. 

Different train companies have different luggage policies on what staff can assist with. Please check the luggage allowance for the train company you are travelling with on their website before you travel.

How far in advance do I have to use Passenger Assist?

It is always best to book assistance as far ahead as possible, but train companies now accept assistance booking requests up to 2 hours before your journey is scheduled to start, any time of the day. 

Last minute requests (turn up and go)

We want you to feel confident when travelling by rail and understand the importance of supporting flexible travel plans.

You can ‘turn up and go’ without booking assistance in advance, but if you require assistance at short notice please make yourself known to a member of staff or use a Help Point when you arrive at the station.

Where a station is staffed, they will always help you if they can. However, you should be aware that, on occasion, it could take a little longer as staff may be assisting other customers, dispatching a train, or looking after safety on the platform.

If staff are not able to help you straight away, they will explain clearly why not and do their best to assist as soon as they can.

Do I still need a ticket to travel?

Yes, you must hold a valid ticket before travelling on the National Rail network. However, if you cannot buy a ticket before travel due to an impairment, you will not have to pay more (either on the train or at your destination) than you would have paid prior to getting on the train, including any applicable discount. We advise buying your ticket before you request assistance.