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:

• 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

• carrying your bag(s) – up to three items of luggage as per the National Rail Conditions of Travel

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.

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, 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.

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)