c2c line status: Good service

Assisted Travel

At c2c we want to provide you with as much assistance as possible to ensure that you have a pleasant journey with us. If you require any assistance, be it at the station or boarding one of our trains, you can contact us in the following ways:

Booking assistance

Our assisted travel team can be contacted by telephone and by textphone 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. 

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.

Please fill out this online form or email passengerassistance@c2crail.co.uk.

It is important to contact us before hand, so that we can either arrange additional staff to help you at our stations outside normal opening hours or make alternative arrangements to ensure you have the safest and most comfortable journey possible. We aim to provide assistance within 4 hours notice.

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.

Assistance services

Below is a list of services that you can book when you contact us on Passenger Assist:

  • Book assistance for your full journey even if it involves travel on the services of another operator

Helping you to get on or off the train

  • 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.

We are working with ATOC and other train operating companies to support Stations Made Easy on  National Rail Enquiries (NRE) website, which gives passengers access to station information, diagrams of the station and photographs of key installations. This facility enables passengers to view station facilities and to plan their journeys according to their disability.

Please visit National Rail  for more details.

Assistance with luggage

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.

Season Tickets for blind or visually-impaired customers

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.

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