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Accessible travel & facilities

We are passionate about accessibility. Ensuring that our customers feel confident travelling with us at all times is our priority.

Our accessibility team are working to ensure that our services, stations and digital content are accessible and inclusive. All our staff undergo disability and equality training when they join our team, and we're constantly trialling and developing new accessibility initiatives.

Take a look at some of the initiatives below designed to help support our older and disabled customers access our services.

If you have any questions or would like to share your ideas and feedback with us, please do not hesitate to get in touch.

Passenger assist

Older and disabled customers can request help and support from staff to assist when travelling by train.

We can offer help with:

Providing a ramp to help with boarding and alighting trains, and help connecting between services
Lifting luggage on and off the train and helping you around the station
Providing help to use the stairs at stations where step free access is not available
Provide a station wheelchair or buggy to help with covering longer distances which may be too far for you to walk
Providing guidance around the station

Other services are also available. Our Passenger Assist Team can discuss with you what help can be provided at each station.

Blue badge holders

Did you know you can park for free in our station car parks using your blue badge? You’ll need to register with APCOA, our parking partner, to avoid being charged.

British Sign Language

We are delighted to enable British Sign Language (BSL) users to contact us using a British Sign Language video interpreter, via the InterpretersLive! service, provided by Sign Solutions. All sixteen of the ticket offices that we manage are now equipped with a sign language solution. Simply indicate to the member of staff that you’d like to use this facility, and they will use a handheld device to connect you to a live British Sign Language interpreter.

We've also just launched BSL totems at select stations to provide you with live announcements in BSL.

Find out more.

Changing Places

We have Changing Places facilities at Manchester Airport, Stalybridge and Dewsbury stations, with a further one opening in Middlesbrough soon.

Changing Places are designed so that they are completely accessible and provide sufficient space and equipment for people who are not able to use the toilet independently. They are an extra facility, in addition to the accessible toilets for independent use. Changing Places facilities include a hoist and a height adjustable changing bench.

Customers travelling with medical oxygen

If essential, small, portable oxygen cylinders can be carried on our trains. Please note:

The person using the supply must be capable of administering the supply themselves, or have someone with them who can.
The equipment must not have any leaks (evidenced by a hissing noise).
Cylinders must be stowed securely as far as possible; wheelchair users may have it strapped to the chair otherwise it may be in a bag or carrying case.
Cylinders should be placed out of direct sunlight and in such a position that the valve cannot be knocked open accidentally.

GoodMaps in-station mapping

We understand that it can sometimes be daunting going to unfamiliar and possibly busy places, so to help we have worked with GoodMaps to produce live wayfinding maps for all of our stations.

Download the GoodMapsExplore app and receive turn by turn navigational instructions throughout our stations. Plot your route to platform 8 via the coffee shop and accessible toilet then let the app do the rest.

My Station View station tours

Get set for your next trip with My Station View's personalised predeparture virtual train and station tours.

Providing 360-degree virtual tours of all 19 TPE stations, My Station View allows you to plan your trip from station entrance to your platform, noting accessible routes and points of interest.

Train tours allow you to virtually explore your train, find your seat and work out the best carriage to board. Or customise your journey by adding your starting station and chosen destination, and My Station View will load your entire journey step by step. You can even work out the best place for a coffee or plan the most accessible route.

Neurodiversity and anxiety support

We want all our customers to feel confident and safe travelling with us. We’re always working on more ways to make rail travel accessible to all customer needs. As a part of this ongoing project, we’re creating “Social Stories” - a resource designed to help customers who find new situations difficult. Social Stories help take away as many unexpected surprises as possible, helping you feel prepared for your journey.

Here’s our “Taking a train ride” Social Story.

To make sure you’ll have everything you’ll need, check out our travel checklist.

Visual travel checklist infographic

Don’t forget you can have a look at our virtual station tours on My Station View to plan out your train station visit from the comfort and safety of your own home before you travel.

If you'd like to print out our Social Stories and take them with you, you can download them below.

Taking a Train Ride
Taking a Rail Replacement Bus
Taking a Rail Replacement Taxi
Travel Checklist

Room Mate

Room Mate devices have been installed in all of our accessible toilets. This system audibly describes the layout of our toilets for people with visual impairments.