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Older and disabled customers can request help and support from staff to assist when travelling by train.
If you require assistance to make your journey, please remember to book any help you may need in advance. By letting us know your travel requirements, we can help make sure you have a hassle-free journey. But, even if you need a hand on the day, we'll still do everything we can.
You can pre-book your assistance with as little as 2 hours' notice before you travel. Our dedicated Passenger Assist Team is available 24 hours a day, 7 days a week to book your assistance.
There are a few ways you can let us know you need assistance:
Complete the Passenger Assist Form, and someone from our Passenger Assist Team will process your request and be in touch should confirmation of any details be required.
Webforms need to be submitted at least 2 hours prior to you commencing your journey within our contact centre opening times (24 hours a day, every day, except Christmas Day and Boxing Day).
Call our Passenger Assist Team on 0800 107 2149.
Customers who are deaf or hard of hearing can use the Text Relay service by adding the prefix 18001 in front of the number. A relay assistant will translate your call to text with the Next Generation Text service. To find out more about this service, visit ngts.org.uk
Our lines are open 24 hours a day, every day, except Christmas Day and Boxing Day. Our dedicated Passenger Assist Team will be happy to help you make your booking.
Assistance can also be booked by the Passenger Assist Transreport App
Simply message ‘Assisted Travel’ to 07812 223336 and our social media team can help with your booking.
WhatsApp is monitored between 6am – 11pm Monday to Sunday every day (Except Christmas Day and Boxing day)
Please note it may take longer to respond to your request during service disruption.
Our team can help you at station and on board our trains.Assisting you at the station
We can assist older and disabled customers throughout the station, offering help with:
Other services are also available. Our Passenger Assist Team can discuss with you what help can be provided at each station.
To help our teams, when you have requested assistance, you should arrive at the station in plenty of time, no less than 20 minutes before your train is due to depart and make yourself known to station staff. Our Passenger Assist Team will confirm your meeting point with you.
You can also get assistance when on board the train with finding your seat, or from our on-board staff during your journey.
All trains operated by TransPennine Express meet the accessibility standards set by the government, with dedicated wheelchair user spaces, priority seating, accessible toilets, audio and visual announcements, and much more. Why not take a look at our seating plans to help familiarise yourself before you travel?
Please be aware: With regret, it is not possible for wheelchair users to access First Class on our Class 185 trains. There are also some other trains used in the UK which similarly cannot offer First Class travel to wheelchair users. Our Passenger Assist Team can help you to identify these.
You can also check if the wheelchair space is available on an upcoming service by messaging us on social media or over live chat.
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