Passenger Assist and Ways to Book Assistance

Passenger Assist is a national booking system supported by all train companies which enables disabled and older customers to discuss and book their assistance requirements in advance of their journey.

We can help with all aspects of your journey such as:

  • Planning your journey, choosing the best trains, times, tickets
  • Getting on and off the train (including providing ramps, sight guidance, etc)
  • Moving between platforms and around the station
  • Purchasing tickets
  • Assisting with your luggage. We do not offer a porter service, but we can help you with up to 3 pieces of luggage, as long as it is safe for our staff to handle
  • Advising what facilities are available on board and at the stations

Passenger assistance, information and booking

By Phone:

  • Tel: 0800 028 2878 (Free from landlines and mobiles)
  • Text Type: 18001 0800 028 2878

Passenger Assistance App

The Passenger Assistance app is an easy way for disabled people and companions to request assistance for train travel across Great Britain.

Download on the Apple App Store Android app on Google Play

Passenger Assistance Website

Request assistance for your journey 24/7 on the Passenger Assist website.

We will contact you once your request has been validated and confirmed, or if there are any problems.

Passenger Assistance website booking page

Contact Form

Fill in our Assisted Travel Contact Form.

Submissions via this form are only processed during the hours of 08:00 and 22:00, if you'd like to make a booking outside of these times or for travel within 2 hours you're advised to use the phone numbers above or the Passenger Assistance app .

Email (Information Only)

Email us at [email protected] for any queries related to your booking. Please note that any emails received after 22:00, will be processed next morning from 08:00.

Recommended booking notice period

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 in advance, giving us a minimum of two hours notice where possible.

What to do if the assistance you booked was not Provided

If you are travelling and the assistance you arranged has not been provided, or you find that you do need help, then you may wish to contact our 24/7 team for further support on 0345 600 7245 (Option 0).

To make a complaint, please contact our Customer Relations team:

email: [email protected]
Tel: 0345 600 7245 (Option 8)
Type Text: 18001 0800 028 28 78

Assistance during rail strikes

Passenger assistance will be available as usual for all trains that we're running on strike days.

If you’ve already booked assistance it may be affected by timetable changes due to strike action so you should check if your train is running before making your journey. We will endeavour to contact you to notify you if this is the case.