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Passenger Assist

We want to make sure everyone who travels with us feels welcome on our trains. If you are disabled, have a non-visible impairment, 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 – from the 1st April, it is up to 2 hours before your journey is due to start, any time of the day.

We’d like to reassure you that staff are still present at stations if you haven’t booked and require support or need help on your journey.

We offer other support too:

  • You can request a sunflower lanyard to display non-visible disabilities. The lanyards are available from c2c station booking offices or by post from our Customer Relations department
  • You can also download a Making Rail Accessible Leaflet which has useful information about your rights, the service we offer, and helpful tips to make your journey easier. You can also pick one of these leaflets up at one of our stations, or contact our Customer Relations team if you want a copy in an accessible format
  • 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.

In the unlikely event that we fail to provide you with assistance you had booked in advance, then please contact us. Not only will we apologise but we will also refund you twice the cost of your ticket for the journey.

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 2 hours notice, however we 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 now open 00:00 to 00:00 Monday to Sunday, including bank holidays (except Christmas Day).

Telephone & Textphone: 03457 444 422  (Option 3)

Email: passengerassistance@c2crail.co.uk

You can also call Passenger Assist, the national helpline, for for free on 0800 0223720 or text 60083. For textphone/minicom, please dial 0845 60 50 600.

Please be advised that we are still offering both booked and turn up and go assistance during the strike action but please do book ahead if possible so that we will be able to arrange your assistance in time for your journey. Please note, that if you do not book ahead, we will try our best to assist you onto our services but it may take some time.

 

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. Our Accessible Travel Policy products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    If you are planning a journey which includes travelling by train and you have a disability or are mobility impaired, and you want more information, this leaflet should provide you with the answers.

    Making Rail Accessible Leaflet

    You can also download our Accessible Travel Policy if you want more detail.

  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.


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