On Board Our Trains
Getting on and off our trains
We provide ramps to help you get on or off our trains at all our staffed and accessible stations. Many of our trains also carry ramps and the on board staff will be happy to assist you. If you need assistance with a ramp outside normal station staffing hours, you will need to book that assistance in advance. If you are getting off the train at the station where your service terminates, we will attend to the needs of our customers who have booked assistance as quickly as possible, ensuring you wait no longer than 5 minutes to get off the train after its arrival.
Accessibility of rolling stock
The large majority of our trains are equipped with features and facilities to make rail travel for disabled passengers easier. This includes facilities such as seat-back hand holds, priority seating, accessible toilet cubicles, button-controlled doors, wheelchair spaces with call-for-help points etc..
We have replaced a large part of our fleets with modern, fully accessible, inclusive, trains, but as the rollout of the new fleets continues, you may still find some of our older trains, some of which may have non standard accessibility features or lack some of them. We are making a huge effort to phase all of these out, but it will take a while longer. Please bear with us.
View our Rolling Stock Accessibility guide for more information and detailed layouts of all our trains.
You can also press the buttons to watch a short explanatory video about how we are making travel more accessible and inclusive.
On train information and assistance
All our trains have audio/visual information. Our drivers and on-train staff are also trained to make announcements via the train’s public address system. On services without automated public announcements, the driver or on-board staff will make every effort to advise you of where and when the train is stopping and give other relevant journey information. We aim to give sufficient time for you, including those with mobility impairment, to respond. Our training ensures that our staff also understand the importance of making announcements during times of disruption, particularly before the departure of the train and before the arrival at the station. Announcements will also be made relating to any alterations to the normal service including delays.
Additionally, where there are on-board staff, they will ensure that hearing-impaired customers of whom they have been advised are informed by alternative means. Our on-board staff will make every effort to ensure that older and disabled people are given appropriate assistance whilst on the train. Please be aware however, that many of our services are ‘driver only operated’ and do not carry other staff.
All our new trains and some of our older trains have designated wheelchair accessible spaces. Modern trains have been designed to accommodate wheelchairs which fall within the following standard dimensions.
Weight (including customer): 300kg
Please see our Rolling Stock Accessibility information for further detail about the type of space available on each train type.
Trains and platforms have not been designed to accommodate mobility scooters therefore we will only accept those scooters which fall within the same dimensions of a wheelchair (above). Please consider that even the smallest scooters generally require a larger turning circle than a wheelchair and therefore may not be suitable for use on some trains or platforms where space is limited.
We would ask that you transfer to a seat, where possible, for your own safety. Many scooters are not designed to be transported in an assembled state inside a moving vehicle and there is less risk of breakages or accident if you are able to transfer into a seat.
Scooters which are larger than the footprint can be carried if folded and stored as luggage. During rail replacement, bus operators may have limited space or restrictions for scooters, in such circumstances we will try and source a suitable accessible taxi noting there may be limitations on the size of scooter they can accept also. Taxis and minibuses may require you to transfer to a seat for safe travel.
There are no restrictions on mobility aids such as rollators, providing, they fit within the maximum dimensions of a wheelchair.
If your journey involves travel with another train company, please familiarise yourself with their scooter policy, which may be different, to avoid any disappointment or inconvenience.
Assistance dogs are very welcome on all our trains, free of charge, and can travel in any part of the train. As our trains operate without seat reservations please ask the member of staff who assists you on-board if you need help to find a suitable space for you and your dog.
Priority seating can be found on all our trains.
These seats are designed for easy access for people with mobility impairments but are also available for the use of other people who may need them including but not limited to; disabled people (remember some disabilities aren’t visible), Older people, expectant mothers, someone carrying an infant.
Priority seating is labelled, and we would request that customers ask politely if they need a seat. Remember that the person using it may also have a need for it. If you feel unable to ask for one, we have priority seat cards, sunflower lanyards and I need a seat badges. Please contact us for details on how to obtain one.
Freepost: GREATER ANGLIA CUSTOMER RELATIONS
email: [email protected]
Tel: 0345 600 7245 (Option 8)
Type Text: 18001 0800 028 28 78