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We strive to make our railway service as accessible as possible for all passengers. This translates into every element of what we do, from the trains we operate to the way customers buy tickets.

For further details on this commitment, and the facilities and services provided onboard our trains and at stations, download our Disabled People’s Protection Policy.

Priority seating

The priority seating onboard our trains is designed to be easily accessible for passengers who need it. These seats are intended for:

  • Disabled people
  • Elderly people
  • Pregnant women

Travel support card

Our staff are trained to assist and listen to all passengers. However, if you are more comfortable showing one of our team members a card that explains the help you need, please download and print our Passenger Support Card and fill it in.

Arrange Assisted Travel

If you require assistance (such as help on and off the train and/or around the station) we recommend booking assistance at least 24 hours in advance. If you are unable to book assistance for your journey, we will always do our best to help you, but please be aware that some of our stations are not staffed at all times.

We support the rail industry Passenger Assist scheme and our team will be happy to help you book your journeys for anywhere on the network:

  • Book online using the Passenger Assist form
  • Telephone (free of charge): 0800 024 8997
  • Next Generation Text: 18001 0800 024 8997

Our phone lines are open from 8am - 10pm, 7 days a week except Christmas Day and Boxing Day.

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