Passenger assist

Supporting you on your way from A to B

Request assistance before you travel

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 in advance, 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.

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

If your journey is direct between two stations managed by TransPennine Express, you can request assistance with as little as 2 hours notice before you travel. If your journey isn’t with TransPennine Express, is to or from a station that we don’t manage, or involves a change, you can request help by calling our Passenger Assist team up to 6 hours before the start of your journey within our contact centre opening times.

Book assistance

There are a few ways you can let us know you need assistance:

Online
By Phone

How and where we can assist you

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:

  • 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.

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.


Assisting you on board

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.

Mobility Scooters

We recognise that for many, a mobility scooter enables journeys which may otherwise not be possible, and we seek to carry them on our trains wherever it is safe to do so.

Scooters: our approach
Scooter cards

Frequently Asked Questions

Why do mobility scooter users need a Scooter Card?
What are the differences between a mobility scooter and an electric wheelchair?
Can you check whether it is safe for me to travel when I get to the station?
I need to travel, but can’t fold or dismantle my scooter, what are my options?

Good to know

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):

Our Accessibility Engagement Plan outlines how we will communicate with our older and disabled customers over the next year. This isn’t an exhaustive list and we are always open to new ideas to help us reach out and hear from as many customers as possible.

Book assistance

Don’t miss out

Get the latest offers, news & travel inspiration

TransPennine Express Privacy Policy