Rail Replacement and Disruption

Rail replacement and alternative accessible transport

We want you to complete as much of your journey as possible by rail, but where that is not possible, for example, due to engineering works, disruption, or a physically inaccessible station, we will help you complete that journey with a suitable rail replacement option at no extra cost to you.

Engineering works schedules are usually scheduled and publicized 12 weeks ahead of the event. These timetable changes are published on our website, in journey planning tools, in stations via posters and on white boards and through social media platforms.

The accessibility of buses and coaches used in rail replacement is regulated by law. When we are procuring rail replacement services for major planned engineering works, our supplier is obliged to source as many compliant buses as possible. However, there may be times when we cannot source enough accessible vehicles to cover an entire rail replacement operation. We may then supplement with vehicles operating under a special authorization from the DfT. Under these circumstances we will also provide alternative accessible vehicles such as minibuses and taxis to ensure there is no additional wait time for customers who need them.

Our supplier assesses all planned engineering work in advance to ensure that suitable vehicle provision is embedded in the plan.

Also, they must make reasonable endeavors to train their staff in disability awareness, so they are able to support you on your journey with them.

Disruption to Services and Facilities

We understand that any disruption can be stressful, can develop and change very quickly, and with very little notice. If your journey becomes affected, we will let you know as soon as possible, and will always do our best to inform you before you start your journey. We will inform you of any delays or disruption through announcements at stations and on train, via our twitter account and live train running information on our app and website. Unavailable facilities and a host of other information will be available from our website and on the station pages on National Rail Enquiries.

Whether you have booked assistance or not we will do everything we can to help you continue your journey as smoothly as possible. If you have booked your assistance and left contact details, we will try and contact you if the fault would have a serious impact on your journey. If necessary, we will work with you to amend your journey in a way that is suitable and appropriate for your needs.

If you experience any problems whilst on your journey you can speak to a member of staff, tweet us @greateranglia or contact our journey assistance helpline 0800 496 1345