Assisted travel services for everyone

ssisted travel services at our railway stations are available to help everyone travel with confidence.

Look out for friendly faces to help you on your journey. There’s always help when you need it, from travel and station information to a lift to your train from our mobility assistance teams.

Wear a face covering

You must wear a face covering for the full duration of your journey on public transport in England, Scotland and Wales. Find out more about specific exemptions.

Passenger assistance

We want to make sure you can complete your journey safely and confidently. During the pandemic, this also means in line with social distancing measures, including the requirement to wear a face covering.

You can still book passenger assistance as you normally would. Please wear your own face covering and our staff will do likewise. This reduces the risk to you and our staff.

If you don’t wear a face covering this will limit our ability to help you. If you do not have your own face covering we will provide a face covering for you. At our stations we have face coverings (including visors) and hand sanitiser to help us help you.  ​

Passenger Assist is the service for disabled and older passengers. When you contact the train company you’re starting your journey with they can:

arrange assistancehelp you on and off trainsreserve wheelchair spaces and seatsprovide you with detailed rail information assist with any animals or pets you have with you.

How to book Passenger Assist

To book Passenger Assist for your next journey you can contact the train company you are starting your journey with, or check out the National Rail Enquiries assisted travel pages.

This page has information such as how to book assistance, as well as information on accessible stations. You can also call National Rail Enquiries passenger assistance on 0800 0223720.

You can find more details about assistance at our stations by looking for your station on this page.

If you haven’t booked you may have to wait, but our policy is to help everyone and help is available throughout station opening hours.

Giving you better customer service

We’re working hard to improve customer service at the stations we own and directly manage, which are Britain’s biggest stations. Recent changes include station staff from Network Rail and train operators working as one team. You may have seen them in their new uniforms at places like London Victoria, London Bridge and London Cannon Street.

The one team initiative means better information regardless of whether a team member works for Network Rail or a train operator.

If you need help getting around the station, our mobility assistance teams are available, too.

You may have noticed more accessibility improvements around the railway recently, such as the assisted travel lounge at Birmingham New Street, which opened last summer.

Team Victoria (picture taken before social distancing)

The lounge provides a welcoming waiting space for people with additional mobility and sensory needs. A dedicated team is on hand to help them.

The door will always be open, with bright multi-coloured signs to aid the visually impaired, to make it easily accessible during opening hours.

It’s part of the Government’s Access for All Programme, which aims to provide an obstacle-free, accessible route to and between platforms.

Sunflower lanyards

We recognise that not every disability is visible, and we hope all our customers can travel with dignity.  That’s why we’ve partnered with the Hidden Disabilities Sunflower scheme.

By wearing the Sunflower lanyard you can discreetly indicate to our staff that you may need additional support, a little more time or that you’re unable to wear a face covering.

Sunflower lanyards and exemption cards are available in our managed stations – if you are travelling through our stations you can ask a member of staff for one.

Alternatively, you can download and print this card and carry it with you. There is no requirement to carry an exemption card or wear a lanyard, but this may help you feel more confident when travelling.  

Read more:

Helping you travel safely

Assisted travel

Our stations

National Rail Enquiries – assisted travel

Planning a trip

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