What is Passenger Assist?

 

Passenger Assist allows you to request assistance from rail staff for your journey to ensure everyone can travel by train safely, in comfort and with dignity.

This includes: Image of a passenger being assisted onto a train

  • offering a helping hand to navigate the station
  • support when boarding 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

The train company you’re travelling with will organise assistance for your entire journey, even if you travel with another train company as part of your journey.  

How to Request Assistance Via Passenger Assist

There are a number of ways to request assistance.

We have recently introduced Passenger Assistance by Transreport – a new app which allows you to request assistance via an internet-enabled smartphone. You will then 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.

You can also call for free on 0800 0223720 or text 60083. For textphone/minicom, please dial 0845 60 50 600.

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

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

If you have any questions or issues with your assistance, you can get in contact with the relevant train company by using the Train company contact details below.

Planning Assistance in Advance

 

It’s always best to book as far ahead as possible. Train companies accept bookings up to 6 hours before your journey on the same the day you are looking travel, although some may accept requests for booked assistance at shorter notice.

Last Minute Requests (Turn Up and Go)

 

We are committed to ensuring the railway is accessible to all and understand the importance of supporting flexible travel plans.

Image of platform staff at a railway stationIf 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, even if you request assistance on the day of travel. However, customers should be aware that it may mean that, on occasion, it could take a little bit 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 on the train or at your destination, than what you would have paid; including any applicable discount.

We advise buying your ticket via www.nationalrail.co.uk before you request assistance to ensure you get the best value for money for your journey.

Click here to buy tickets

Train Company Contact Details

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

Train Company

Access Information Online

Opening hours

Telephone

Textphone/Typetalk

Avanti West Coast

Avanti West Coast Access Information

06:00 (6AM) to 23:00 (11PM), every day

08000 158 123

08000 158 124 (Textphone)

c2c

c2c Access Information

08:00 (8AM) to 22:00 (10PM), every day

0345 744 4422

03457 444422 (Textphone
compatible with Ultratec Minicom 6000)

Caledonian Sleeper

Caledonian Sleeper Access Information

08:30 (8:30AM) to 22:00 (10PM) Monday to Friday,

08:30 (8:30AM) to 15:30 (3:30PM) Saturdays,

12:00 (12PM) to 22:00 (10PM) Sundays.

0330 060 0500

1 800 103 300 600 500 (text relay service)

Chiltern Railways

Chiltern Railways Access Information

07:00 (7AM) to 22:00 (10PM), every day.

03456 005 165

08457 078 051 (Textphone)

CrossCountry

CrossCountry Access Information

08:00 (8AM) to 22:00 (10PM), Every day.

0800 030 9224

0800 030 9230 (Textphone)

East Midlands Railway

East Midlands Railway Access Information

24 hours a day

03457 125 678

03457 078 051 (Textphone)

Gatwick Express

Gatwick Express Access Information

24 hours a day

0800 138 1016

0800 138 1018 (Textphone)

Grand Central

Grand Central Access Information

07:00 (7AM) to 22:00 (10PM), every day

0344 811 0072

0344 556 1400 (Textphone)

Great Northern

Great Northern Access Information

24 hours a day

0800 058 2844

0800 975 1052 (Textphone)

GWR

GWR Access Information

06:00 (6AM) to 23:00 (11PM), every day.

08001 971 329

18001 0800 197 1329 (Textphone)

Greater Anglia

Greater Anglia Access Information

08:00 (8AM) to 22:00 (10PM), every day

08000 282 878

18001 08000 282878 (text relay service)

Hull Trains

Hull Trains Access Information

08:00 (8AM) to 22:00 (10PM), every day.

0800 316 1323

18001 0800 316 1323 (Textphone)

Island Line

Island Line Access Information

24 hours a day

0800 528 2100

0800 692 0792 (Textphone)

LNER

LNER Access Information

08:00 (8AM) to 22:00 (10PM), every day.

03457 225 225

18001 03457 225 225 (Text relay service)

London Northwestern Railway

London Northwestern Railway Access Information

07:00 (7AM) to 22:00 (10PM), every day

0800 024 8997

18001 0800 024 8997 (Next Generation Text)

London Overground

London Overground Access Information

24 hours a day

0343 222 1234

020 3031 9331 (Textphone)

Merseyrail

Merseyrail Access Information

06:00 (6AM) to 23:30 (11:30PM), Monday to Saturday

 

0800 0277 347

0151 702 2071 (Textphone)

Northern

Northern Access Information

06:00 (6AM) to 23:00 (11PM), every day.

0800 138 5560

18001 0800 138 5560 (Text relay service)

ScotRail

ScotRail Access Information

07:00 (7AM) to 22:00 (10PM), every day

0800 912 2901

18001 0800 912 2 901 (Typetalk)

Southeastern

Southeastern Access Information

24 hours a day

08007 834 524

08007 834 548 (Textphone)

South Western Railway

South Western Railway Access Information

24 hours a day

0800 528 2100

18001 0800 52 82 100

Southern

Southern Access Information

24 hours a day

0800 138 1016

0800 138 1018 (Textphone)

Thameslink

Thameslink Access Information

24 hours a day

0800 058 2844

0800 975 1052 (Textphone)

TfL Rail

TfL Rail Access Information

08:00 (8AM) to 22:00 (10PM), every day

0343 222 3456

0800 112 3456 (Textphone)

TransPennine Express

TransPennine Express Access Information

06:00 (6AM) to 23:00 (11PM), every day.

0800 107 2149

18001 0800 107 2149 (Textphone)

Transport for Wales

Transport for Wales Access Information

07:00 (7AM) to 22:00 (10PM), every day

03330 050 501

08457 585 469 (Textphone)

West Midlands Railway

West Midlands Railway Access Information

08:00 (8AM) to 22:00 (10PM), every day

0800 024 8998

18001 0800 024 8998 (Next Generation Text)

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Last updated:   25 May 2021