We want to make sure everyone who travels with us feels welcome on our trains. If you need any extra help on your journey please don't hesitate to contact our Assisted Travel team with the details below. If you are also using another train company on your journey you can book assistance for your entire journey with us so you don't have to get in touch with multiple train companies.
Book Assisted Travel
Phone: 03457 444422 (Option 3)
Lines are open 24 hours a day except Christmas Day.
Making our railway accessible for all
You'll always be able to find someone at our stations to help you as we staff them from before the first train of the day arrives until after the final service has departed, every day of the week. We know how important it is to have a friendly face at the station so we'll always have someone there for you.
We also have a 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. You can read our DPPP below:
Disabled People's Protection Policy
Wheelchairs and mobility scooters
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 (previously 250kg but changed on representation from Transport for All).
- 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.