We are constantly trying to meet the needs of our passengers and we would like to accommodate all on our trains. Therefore if you have any requirements for travel you can contact our assisted travel team by filling out an assisted travel form through the c2c Live app, website or by calling them on the number below:
03457 444422 (Option 3)
Open: Monday to Friday 08:00 - 20:00
Saturday and Sunday (and Bank Holidays) 09:00 - 16:00
If you call this number out of hours the call will be forwarded to National Rail Enquiries who will be able to help with your query.
If you do need help with your journey, we ask that you give us a minimum of four hours’ notice. We will try to meet all requests even if you cannot book in advance, but this will depend on staff availability.
If we have made a commitment to provide help on our route, and fail to do so, we will apologise and refund twice the cost of your journey.
Making our railway accessible for all
If you need extra help with your journey, we will provide you with the support you need for a stress-free and enjoyable journey. We have a programme to provide step-free access to all platforms and level access to all trains (allowing wheelchair and buggy users to join the train without the need for a ramp) by 30 September 2017. This involves investing £2,349,000 (which shall include capital expenditure, operating expenditure and project management costs) installing a 20m Harrington Hump on every platform at all stations (and the Franchisee-served platforms at West Ham station) to enable easier access to one accessible coach of every train service.
We have a Disabled People’s Protection Policy (DPPP), giving details of the services that disabled customers can expect when travelling with us, and the policies which underpin them. You can read our DPPP below:
DPPP – Making rail accessible: helping older and disabled passengers
Wheelchairs and scooters
You are welcome to take your wheelchair or mobility scooter on our trains but due to safety reasons there are limits to the size and weight that can be carried. Generally the following will apply:
- Wheelchairs and scooters must be no more than 120cm long and 70cm wide. Including the weight of the user, they must not weigh more than 300kg (previously 250kg but changed on representation from Transport for All).
- If the wheelchair or scooter is too large or heavy, our station staff will not let you on the train.
- If there is a gap between the train and the platform, we will use an approved access ramp to bridge the gap. Our staff are trained to use the ramp and you must not use the ramp on your own. You must be able to steer your scooter up and down the ramp as our staff cannot do this for you.
- The speed limit on our stations is 3 miles an hour.