facebook-pixel
loading

Passenger Assist

We want to make sure everyone who travels with us feels welcome on our trains. If you have a disability, non-visible disability, or are elderly you can pre-book assistance with our Passenger Assist Team by phone, email or using the online form below. We’ll make sure you get all the help you need including any change or connections with other train companies. It’s advisable to let us know 24 hours before your trip.

Using Passenger Assist during Covid-19 pandemic

We’d advise you give us as much notice as possible prior to travelling to ensure that we are able to provide you with the best assistance at the station. However, if do not book we will make every effort to provide help. If you are travelling, you must follow the guidance below:

  • When booking assistance, we will ask you to declare that you are not suffering from symptoms associated with Covid-19 such as a cough or a high temperature.
  • Once your request has been booked and you arrive at the station, the station’s team will ask you to confirm that you are not suffering from symptoms associated with Covid-19.
  • If you are experiencing symptoms associated with Covid-19, please do not travel.
  • As with all travel by public transport, you must wear a face covering unless you are in one of the specific exemption categories.
  • Customers using a wheelchair are requested to face forward. Our staff will wipe the handles on your chair before and after touching them and also position you at least 2m away whilst we set up the train access ramp. If you need to use the lift our team will not accompany you in the lift (unless you specifically request it), we will use the stairs and meet you at the top or bottom so that we maintain social distancing in what are usually confined spaces.
  • We have a commitment to provide assistance if you book 4 hours in advance, we will adhere to this where possible, but as much advance notice is recommended

How to book Passenger Assist

You can book assistance by using the form below, alternatively you call or email our dedicated Passenger Assist team. We aim to provide assistance within 4 hours notice however kindly ask you to give us as much notice as possible before travelling so that we can make the necessary arrangements for you.

Please note: Lines are open 08.00 – 20.00 Monday to Friday and 09:00 – 16:00 Saturday, Sunday and Bank Holidays (except Christmas Day). If you call this number outside the hours of our Passenger Assist team the call will be forwarded to National Rail Enquiries who will be able to help with your query.

Telephone & Textphone: 03457 444 422  (Option 3)

Email: passengerassistance@c2crail.co.uk

 

Form: Book Passenger Assistance

  • Add your name and email address. (travel assistance)

    Choose the type of feedback you would like to leave.

    Provide us with the details so we can help, and hit submit.

    We will aim to get back to within 10 working days.

  • Date Format: MM slash DD slash YYYY
  • :

Passenger Assist FAQs

  1. What kind of help does Passenger Assist provide? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    We help you around the station and on or off the train by:

    • Installing a ramp to help you get on and off trains
    • Meeting you when you arrive at our station
    • Assistance with buying a ticket
    • Guiding visually impaired passengers to the train
    • Help with carrying luggage

    Although there are limits to the type of assistance we provide we always aim to be as helpful as we can. However, we cannot provide personal care (for example help with eating, drinking, taking medication or using the toilet) or personal attendance throughout a customer’s journey.

    Please contact us to discuss your requirements (even if it isn’t on the list) and we will advise you on what we can do to help with your travel arrangements.

  2. I’m not sure when I’m planning my return journey what should I do? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    We understand that you may not always be able to confirm the time of your exact return journey so we will ask you to give your best estimate within an hour.

  3. What if I can’t book in advance? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    For customers unable to book in advance, our staff will take reasonable steps to help you on the day. However, please bear in mind that there may only be one member of staff on duty helping other customers and they may not be able to assist you as quickly as you would like. If there are no staff available please use the help point on the platform to alert someone for assistance.

  4. Are you able to assist with luggage? products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    If you have booked assistance we are able to provide help with your luggage within the station and to and from the train. We will provide help with a maximum of two items (up to 23kg each), as well as one smaller item of hand luggage. Please be aware that our staff are trained in manual handling and will not lift or carry any item which they feel would put their health or well-being at risk.

Useful information

  1. Live travel info for journey planning products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    You can check if there are any delays, disruptions, including disruptions caused by temporary problems with facilities like lifts or escalators that might affect accessibility on our live journey planning tool.

  2. Wheelchair and mobility scooter users products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    You are welcome to take your wheelchair or mobility scooter on our trains. However, for 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.
    • If the wheelchair or scooter is too large or heavy, our station staff will be unable to 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 will help you onto the train. 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.
  3. Priority seat badges products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    All of our trains have a number of designated Priority Seats for people who are disabled, pregnant, or less able to stand. Although anyone can sit in a Priority Seat, we do kindly ask passengers to give these up to those who need them the most. Priority Seats are generally found near to the carriage doors and can be identified by Priority Seat signage.

    We know that that it isn’t always easy to ask for a seat. Our badges are a polite reminder to fellow passengers to offer you a seat on busier trains. Please note that badges are only issued to those who use the c2c route.

    It isn’t always obvious when someone is less able to stand, which is why we offer a  Priority Seat badge. Check to see if you or someone you know is eligible for a badge through our criteria below, then download the application form or pick one up from your local station.

    Download priority seat badge application form

    Eligibility

    Our badges are only available for those passengers who can provide suitable evidence that they have a disability or medical condition that makes it uncomfortable to stand.

    Suitable evidence may take the form of:

    • Doctor’s note confirming disability or medical condition

    • Award letter for Attendance Allowance

    • Award letter for Disability Living Allowance

    • Written confirmation from Jobcentre Plus

    • Letter from Department for Work and Pensions

    • Certificate of Incapacity Benefit

    • Social Services official stamp (on application form or other paper)

    • Certificate of Visual Impairment (CVI), BP1 Certificate (Scotland) or BD8 Certificate for being registered blind or partially-sighted

    Your eligibility documents will only be used to process our application and will be destroyed once your c2c Priority Seat badge is produced. For this reason, please do not send any original copies.

  4. Passenger Assist on other Train Operating Companies products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    If you would like to find out more about assistance offered on other train companies you can find the information to contact them directly on National Rail Enquiries ‘Passenger Assist and Customers with Disabilities’ page.

  5. Station accessibility products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    For information on facilities and station accessibility available at any c2c station please download this PDF:

    Download Stations Accessibility information

  6. Onboard our trains products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    From finding toilets to priority seats, see our guide to your onboard experience and advice for travelling on our trains.

    You can also find a general summary about accessibility on our different train types and the routes that they are normally scheduled to run in this PDF:

    Rolling stock accessibility information.

  7. Plan your route around a particular station  products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Find access to station information, diagrams of the station and view station facilities at any UK station with Stations Made Easy. This can help you navigate your way round a station according to your disability.

  8. Disabled car parking products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    There are a certain amount of free, disabled parking spaces at our car parks – available on a first-come, first-served basis. Find out more in our car parking section.

  9. Season Tickets for blind or visually-impaired customers products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    If you are blind or visually-impaired you can buy a Season Ticket that allows a companion to travel with you at no extra cost. These tickets can be purchased from staffed stations. Please take a document confirming your visual impairment when buying your ticket and when travelling. This must be from a recognised institution such as Social Services, your Local Authority, The Royal Institute for the Blind (RNIB) or St Dunstan’s now known as Blind Veterans UK.

  10. Disabled Persons railcard products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Save up to 1/3 on most tickets with a Disabled Persons Railcard 

  11. Disabled People’s Protection Policy (DPPP) products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Download our Disabled People’s Protection Policy (DPPP) which has details of all the services that older and disabled customers can expect when travelling with us, and the policies behind them.

  12. Feedback or complaints products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    If we haven’t managed to provide the support you needed, or you have some feedback about your experience then please contact us.


standard-tickets-white.svg Buy tickets