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We're committed to making train travel accessible to all our customers and have a number of ways to help if you need extra support.
Book travel assistance up to 24 hours before your journey - give us a call on 0800 107 2149.
Customers who are deaf or hard of hearing can use our textphone service by calling 0800 107 2061, or complete our assisted travel form below.
We provide an Assisted Travel service for disabled and elderly customers, whereby you can book in advance and arrange the assistance you need at every point on your journey.
We can also help with:
Boarding or leaving trains, plus transferring between connecting services
Luggage
Climbing stairs
Providing portable ramps
Providing station wheelchairs
Guidance around the station
All of our trains have dedicated spaces for wheelchair users and you can book these in advance.
Alternatively, if you would prefer to transfer to a seat, contact our Assisted Travel team and they can arrange this for you.
Visual and audio announcements are made well in advance of arriving at your station, giving you plenty of time to prepare for leaving the train, and our staff will be happy to provide any extra help.
All of our trains come with fully accessible toilets for customers with limited or impaired mobility. View our seating plan for more information.
We can accommodate folded or dismantled mobility scooters on all of our services. You can book luggage assistance to help put the scooter onto the train, but our staff are not able to fold or dismantle the scooter for you.
Alternatively, you can apply for a scooter permit, which may allow you to take your scooter onto the train without having to fold it. To find our more, download our Scooter Policy (PDF).
Our commitment to rail travel assistance is just one of the ways we’re making your train journey better. Be sure to read all about the Disabled Persons Railcard which can help you save money on your rail travel.
Full details of the services we provide to help older and disabled customers, and the improvements we are making to our services for customers with additional needs, can be found in the following documents (Word and PDF versions available):
Making Rail Accessible: Help for Older and Disabled Passengers (Word version)
Making Rail Accessible: Guide to Policies and Procedures (Word version)