Our Disabled People's Protection Policy provides information on the services we provide to people requiring assistance when they travel by train. A brief summary of what is included in the policy is given below.
Please click here to download the policy.
The train companies that operate the National Rail network welcome disabled travellers and the Association of Train Operating Companies (ATOC) have produced a guide on behalf of the train companies. This guide can be viewed and printed here, or copies can be obtained from most staffed stations, Citizens Advice Bureau and some libraries.
We are committed to supporting customers with restricted mobility or special needs in planning and making their journey. Our Disabled People’s Protection Policy (DPPP) is available from our staffed stations and from our Customer Services Team and details the service that you can expect from us. Our DPPP is available in a range of different formats on request, including Braille, large print and audio formats.
If you call us to pre-book assistance for your journey and provide us with at least 24 hours notice,we will:
- Help you to find your nearest, most suitable accessible station;
- Plan the easiest route to your destination; and
- Ensure that our staff are aware of your needs and journey details to provide assistance as required.
If there is no accessible origin or destination station for your journey with us, we will arrange for you to be conveyed by alternative transport between your intended station of origin or destination and the relevant nearest accessible station at no cost additional to the price of the fare which would otherwise be payable for your rail journey.
If you have pre-booked assistance with us and we fail to provide this service, we will refund the entire cost of your rail journey. Please contact our Customer Services Team for further details.
The special assistance helpline is available every day on the following freephone numbers:
- Telephone: 0800 197 1329
- Textphone: 0800 294 9209
- The helpline is open from 0700 2200 daily (except Christmas Day.)
National Rail Enquiries provides a 24 hour textphone service on 0845 60 50 600. All calls are charged at local rates and may be monitored.
Arrangements can be made for disabled passengers. We can usually arrange for staff to meet you at your departure station, accompany you to the train and see you safely on board. Similar arrangements can be made at your destination station and other stations if you need to change trains. For example, ramps can be provided for wheelchair users. The links below will help you plan you journeys.
- To see which Train Operating Company you need to contact for assistance and to find out about station facilities. Click here to find your starting station
- If you already know the name of the train company, find the Train Operating Companies' contact details here (including a helpline and textphone to book assistance if required).
- We are better able to help you if you contact us as far in advance of your journey as possible. Please try to give at least 24 hours' notice of your journey. If you do not give us notice, we will try to help but cannot guarantee to provide our normal level of service.
- To find out more information about the Disabled Persons Railcard visit the Disabled Persons Railcard website.
- The booklet 'Rail Travel for Disabled Passengers' provides useful information for disabled passengers.
- Arrangements for powered scooters on trains can be made for people wishing to know more about taking mobility scooters or buggies.