Published on: Friday, 11 November 2022
Last updated: Monday, 4 September 2023
If you need help getting yourself, someone you are with, or your luggage on and off our trains, or navigating through our stations, we are here to help.
You can turn up and go and our staff will help you or you can book your assistance in advance using the assisted travel service, ‘Passenger Assist’.
Passenger Assist is a national, free service offered by all train operators to people who need assistance to travel.
Some customers like the reassurance of booking assistance in advance to ensure that they can get help with things like navigating a station, help with luggage or getting on and off a train and using a ramp.
You can contact Passenger Assist by:
- Phone: 0800 028 2878 (free from landlines)
- Text Type: 18001 0800 028 2878
- Mobile: 0345 600 7245
- Email: [email protected]
You can book up to two hours before your journey is due to begin. Anyone can use the service and no proof of eligibility is required.
Once you have made your booking, this will be passed to our teams so that they can be ready to help you when you arrive.
All of our customer service staff have been trained in disability awareness and will be happy to help you whether your disability is visible or not.
If you have an urgent personal need during your journey and are unable to find a member of staff, please call our journey assistance helpline 0800 496 1345 and we’ll do our best to help you.
For more information about Assisted Travel and the Passenger Assist service visit: greateranglia.co.uk/travel-information/assisted-travel
The vast majority of rail customers (87% nationally) are satisfied with passenger assistance according to the Office of Rail and Road (ORR), but occasionally customers understandably can become distressed and anxious when using the railway if things don’t go entirely to plan and we are sorry if this happens.
We want all journeys to meet our customers' expectations however, if we do fail to provide you with the assistance you’ve booked, we will provide you with appropriate redress for your journey.
If you make a complaint about an instance of assistance which failed, we will investigate what happened and discuss with you an appropriate outcome.
Please contact us by:
Freepost: GREATER ANGLIA CUSTOMER RELATIONS
email: [email protected]
Tel: 0345 600 7245 (Option 8)
Type Text: 18001 0800 028 28 78
We are constantly striving to provide a reliable and punctual service to minimise the chances of this happening and will continue to work make rail travel more accessible.
Our new fleet of trains have a big part to play in this as they are more accessible by design.
They all have spacious wheelchair spaces which are clearly signposted on the outside of the train with a blue stripe on the side of the carriage. Inside you’ll find an accessible toilet and seating area with room for friends and family.
On some routes our trains even have a retractable step which bridges the gap between the train and the platform edge making boarding much easier for customers.
We have also developed online virtual station tours to help with journey planning, an Accessibility Panel to give people with a lived experience of disability a say in creating a more accessible rail network, and accessibility and disability awareness training for all roles.
Several projects are currently also underway or completed across the network to improve access to stations and waiting rooms.
Our Accessible Travel Policy sets out in detail our policies for providing assistance for disabled and older customers in all parts of your journey, including train and station facilities, journey information, ticketing and fares, travelling with assistance dogs, wheelchair and mobility scooters, blue badge parking, staff training, and accessible rail replacement.
It lets you know exactly what you can expect when travelling with us.
The policy can be found online at greateranglia.co.uk/accessibility and the customer leaflet is available at all staffed stations or can be sent free of charge via our Customer Relations Team (contact details above).