Assisted Travel

The ticket gates are built to the latest accessibility standards with at least one extra wide gate to accommodate wheelchairs. As well as serving passengers with disabilities, the gates are designed to ensure passengers with pushchairs, small children or large amounts of luggage are not delayed.

Staff will always be on hand to offer assistance.

Wheelchair bookings

To make a booking for a wheelchair user, please call our Assisted Travel Team:

Telephone - Disabled Assistance Helpline – 08000 28 28 78 (Please call them between 08:00-18:00 Monday - Friday & 09:00-17:00 at weekends. If you're requesting assistance outside of these times for travel the next day only, call 0800 0223720).

Textphone and Minicom users please prefix 18001 prior to dialling

Bookings can be made by our Assisted Travel team using the nationwide Passenger Assist service.

By making a single call to us we can arrange:

Purchase of your travel tickets

Assistance to and from the train at starting, intermediate and destination stations

Seat reservations, including the booking of dedicated wheelchair spaces

Onward travel reservations on services operated by other train companies where reservations are available. Even if other train companies do not offer reservations on train services you can still book assistance

No, unfortunately we are unable to carry wheelchairs or motorised scooters which exceed the maximum space restrictions.

We are able to convey passengers in wheelchairs, powered wheelchairs and scooters up to a maximum width of 700mm and length of 1,200mm (the 'reference wheelchair' size) and a combined weight of passenger and wheelchair less than 300kg.

Scooters which are foldable, and which the passenger or their companion can lift on and off the train, will be carried as luggage.

We seek to make your journey a pleasant and successful experience. To make sure that our staff can give you the best service and notify you if there is anything that will affect your journey, we recommend booking assistance by 22:00 the day before travel, or 6 hours before your journey for same day travel. From April 2022 this will reduce to 2 hours prior to travel for same day travel whether booked in advance or not.

For booking or information use any of the methods below:


Things we can arrange for you:

  • Purchase of your travel tickets
  • Assistance to and from the train at starting, intermediate and destination stations.
  • Seat reservations, including the booking of dedicated wheelchair spaces.
  • Onward travel reservations on services operated by other train companies where reservations are available. Even if other train companies do not offer reservations on train services you can still book assistance.