Passenger Assist and customers with disabilities

Passenger Assist

Simply book assistance for any train journey, with one number. For a helping hand around the station, to boarding a train or arranging a ramp.

The train company you’re travelling with will organise assistance for your entire journey, even if you travel with someone else to complete the trip.

The Train company you are travelling with can arrange for someone to:

How to book

Simply call for free on 0800 0223720 24 hours before travelling or text 60083.

For textphone/minicom 0845 60 50 600 or visit www.disabledpersons-railcard.co.uk/travel-assistance

Let us know the journey you are planning to take, and we will connect you to the appropriate train operating company to make your booking request.

For text and textphone we’ll send an instant SMS with the number you need to dial from your textphone unit.

Call and texts are at no charge.

Save time and book ahead

It’s always best to book as far ahead as possible. Some train companies may ask for up to 24 hours’ notice before travel, although some may accept requests for booked assistance at short notice.

Where a station is staffed they will always help you if they can, even if you just turn up on the day of travel. However, it might mean that sometimes this might take a little bit longer to arrange 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.

If Things Go Wrong

Disrupted Journeys

If the train you want to travel on is cancelled or delayed, you are entitled to a 100% refund on your ticket if you choose not to travel.

Ticket buying & collection

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 on the train or at your destination, than what you would have paid; including any applicable discount.

Rail replacement services

Train companies will do everything possible to get you to the station you want to travel to. If it is not possible to access a rail replacement bus, the train company will provide an accessible alternative, such as a complimentary  taxi to the station you are planning to travel to. Information on rail replacement services can be found at www.nationalrail.co.uk/rail-replacement

Complaints when we get it 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 compensation if there is a delay to  your journey or something goes wrong . To understand your full rights please refer to the National Rail Conditions of Travel.

Throughout your journey

•   The train company will do all it can to communicate effectively
•   Staff will treat all customers with respect and dignity
•   Staff will understand your needs
•   Trained staff will know how to use company equipment that may help with a journey

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

Train Company	Access Information Online	Telephone	Textphone/Typetalk
Avanti West Coast	Avanti West Coast Access Information	08000 158 123	08000 158 124 (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 Railway	East Midlands Railway 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	0800 304 7513 (Textphone)
Island Line	Island Line Access Information	0800 528 2100	0800 692 0792 (Textphone)
LNER	LNER Access Information	03457 225 225	18001 03457 225 225 (Text relay service)
London Northwestern Railway	London Northwestern Railway Access Information	0800 024 8997	18001 0800 024 8997 (Next Generation Text)
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	18001 0800 138 5560 (Text relay service)
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	18001 0800 107 2149 (Textphone)
Transport for Wales	Transport for Wales Access Information	03330 050 501	08457 585 469 (Textphone)
West Midlands Railway	West Midlands Railway Access Information	0800 024 8998	18001 0800 024 8998 (Next Generation Text)