Assisted Travel Rail Replacement and Disruption

Rail replacement and alternative accessible transport

We want you to complete as much of your journey as possible by rail. When 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.

Major engineering works are usually scheduled and published 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 are regulated by law. When we’re procuring rail replacement services for major planned engineering works, our supplier is obliged to source fully compliant buses and coaches. Our supplier assesses all planned engineering work in advance to ensure that suitable vehicle provision is embedded in the plan.

We will also stipulate, in contracts with suppliers, that they must make reasonable endeavours to train their staff in assisting disabled customers so they’re able to support you on your journey with them and we have included our supplier team in our training programme. If an accessible bus or coach isn’t suitable for you then please contact our assisted travel team to discuss suitable alternatives.

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