The below is from       added 31/08/2019

For A Helping Hand When Travelling By Train

At National Rail we want all our customers to be able to access stations and trains for a more inclusive journey experience.

We understand that when making a journey some customers would be more confident travelling with a little extra support and that’s why all train companies offer a helping hand for any trip through Passenger Assist. You can book assistance 24-hours a day by contacting Passenger Assist on freephone 0800 0223720.

Here’s a guide for more information on available assistance.

Passenger Assist

Simply book assistance for any train journey, with one number. For a helping hand around the station, to boarding a train or arranging a ramp.

The train company you’re travelling with will organise assistance for your entire journey, even if you travel with someone else to complete the trip.

The Train company you are travelling with can arrange for someone to:

  •   meet you at the station entrance or meeting point
  •   help you navigate around the station and accompany you to your train
  •   help you on and off the service
  •   provide a ramp on and off your train
  •   meet you from your train and take you to your next train or the exit
  •   carry your bag (up to three items of luggage as per the National Rail Conditions of Travel)

How to book

Simply call for free on

0800 0223720

24 hours before travelling or a text 60083.

For textphone/minicom 0845 60 50 600 or visit

Let us know the journey you are planning to take, and we will connect you to the appropriate train operating company to make your booking request.

For text and textphone we’ll send an instant SMS with the number you need to dial from your textphone unit.

Call and texts are at no charge.

Save time and book ahead

It’s always best to book as far ahead as possible. Some train companies may ask for up to 24 hours’ notice before travel, although some may accept requests for booked assistance at short notice.

Where a station is staffed they will always help you if they can, even if you just turn up on the day of travel. However, it might mean that sometimes this might take a little bit longer to arrange 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.

If Things Go Wrong

If the train you want to travel on is cancelled or delayed

You will not have to pay extra if you cannot buy your ticket before getting on the train due to an impairment.

Train companies will do everything possible to get you to the station you want to travel to. If it is not possible to access a rail replacement bus, the train company will provide an accessible alternative, such as a complimentary  taxi to the station you are planning to travel to.

You can complain if your journey goes wrong and the train company will investigate it fully and fairly. You may also be entitled to compensation if there is a delay to  your journey or something goes wrong . To understand your full rights please refer to the National Rail Conditions of Travel.

Throughout your journey

  •   The train company will do all it can to communicate effectively
  •   Staff will treat all customers with respect and dignity
  •   Staff will understand your needs
  •  Trained staff will know how to use company equipment that may help with a journey

You can also book assistance and find out more information direct from the train company on the numbers below:

Train Company Access Information Online Telephone Textphone/Typetalk
c2c c2c Access Information 0345 744 4422 03457 444422  (Textphone
compatible with Ultratec Minicom 6000)
Caledonian Sleeper Caledonian Sleeper Access Information 0330 060 0500 1 800 103 300 600 500 (text relay service)
Chiltern Railways Chiltern Railways Access Information 03456 005 165 08457 078 051 (Textphone)
CrossCountry CrossCountry Access Information 0344 811 0125 0344 811 0126 (Textphone)
East Midlands Railway East Midlands Railway Access Information 03457 125 678 03457 078 051 (Textphone)
Gatwick Express Gatwick Express Access Information 0800 138 1016 0800 138 1018 (Textphone)
Grand Central Grand Central Access Information 0344 811 0072 0344 556 1400 (Textphone)
Great Northern Great Northern Access Information 0800 058 2844 0800 975 1052 (Textphone)
Great Western Railway Great Western Railway Access Information 08001 971 329  18001 0800 197 1329 (Textphone)
Greater Anglia Greater Anglia Access Information 08000 282 878 18001 08000 282878 (text relay service)
Hull Trains Hull Trains Access Information 0800 316 1323 0800 304 7513 (Textphone)
Island Line Island Line Access Information 0800 528 2100 0800 692 0792 (Textphone)
LNER LNER Access Information 03457 225 225 18001 03457 225 225 (Text relay service)
London Northwestern Railway London Northwestern Railway Access Information 0800 024 8997 18001 0800 024 8997 (Next Generation Text)
London Overground London Overground Access Information 0343 222 1234 020 3031 9331 (Textphone)
Merseyrail Merseyrail Access Information 0800 0277 347 0151 702 2071 (Textphone)
Northern Northern Access Information 0800 138 5560 08456 045 608 (Textphone)
ScotRail ScotRail Access Information 0800 912 2901 18001 0800 912 2 901 (Typetalk)
Southeastern Southeastern Access Information 08007 834 524 08007 834 548 (Textphone)
South Western Railway South Western Railway Access Information 0800 528 2100 0800 692 0792 (Textphone)
Southern Southern Access Information 0800 138 1016 0800 138 1018 (Textphone)
Thameslink Thameslink Access Information 0800 058 2844 0800 975 1052 (Textphone)
TfL Rail TfL Rail Access Information 0343 222 3456 0800 112 3456 (Textphone)
TransPennine Express TransPennine Express Access Information 0800 107 2149 18001 0800 107 2149 (Textphone)
Transport for Wales Transport for Wales Access Information 03330 050 501 08457 585 469 (Textphone)
Virgin Trains Virgin Trains Access Information 08000 158 123 08000 158 124 (Textphone)
West Midlands Railway West Midlands Railway Access Information 0800 024 8998 18001 0800 024 8998 (Next Generation Text)

Accessible stations

We have a wealth of detail relating to all National Rail served stations. Each station has its own page and you can find the one that you are looking for by using our Station Finder

You can easily look up the accessible features of any National Rail served station, including step-free access, lift availability and accessible toilet information, with our interactive Access Map.


If you have a disability you may be eligible for a Disabled Persons Railcard.

If you do not have a Railcard and you are blind or partially sighted and travelling with a companion, or if you use a wheelchair, you can get a discount on Anytime tickets.

Train facilities

It can be helpful to have an idea of what facilities are available on board the train. This information is arranged by Train Company. If you are unsure which Train Company is running your train you can check using our Journey Planner.

Mobility scooters

Train Companies have different policies about carrying Mobility Scooters on trains.

Further information

The Disabled Persons Railcard website provides lots of useful hints and tips on rail travel for disabled rail users.

Article Name
National Rail Website on Information for Disabled Passengers (For A Helping Hand When Travelling By Train)
National Rail Website on Information for Disabled Passengers (For A Helping Hand When Travelling By Train)