ScotRail is dedicated to assisting disabled customers and people with reduced mobility. We aim to provide assistance to those who need help when travelling on our network whether this has been booked in advance or not.
You are able to book assistance at least four hours in advance for journeys on the ScotRail network. Where the journeys go beyond our network, and involve the use of other train operator services, we ask that you book your journey 24 hours before travelling so that we can meet their notice period requirements.
If you want to know more about our commitment to supporting disabled customers, take a look at our Disabled People's Protection Policy
We guarantee to provide you information which will help you plan your journey when you contact us.
You can book assistance:
- By visiting any staffed station on our network
- Online: Assisted Travel booking form (for journeys booked more than 24 hours in advance)
- Free Assisted Travel Helpline: 0800 912 2901 (Monday to Sunday from 07:00 to 22:00 - except Christmas Day and New Year's Day)
- Assisted Travel Textphone: 18001 0800 912 2 901 (for people who are hard of hearing)
Our trained staff will provide assistance for you at stations, including help with boarding and alighting between platforms and train, entering and leaving the station, travelling to and from car park drop-off/pick-up areas.
Our staff will help with luggage assistance when this has been booked in advance. Staff are trained in manual handling and will lift or pull luggage that would not cause injury to them.
Inaccessible stations, unstaffed stations and when ticket offices are closed
If you wish to travel to or from a station that is inaccessible to you, or one that is unstaffed when you need to use it, we can still provide you with assistance to help you make your journey.
We will discuss what help you need when you call us to book your assistance. Please see more information detailed in our policy from page 9-11.
Disabled passengers travelling from Alloa to Stirling or interchanging at Stirling sometimes board trains that arrive / leave from platform 9/10. Platform 9/10 is not step-free from main entrance of the station except from the non-public back entrance gate. Access to other platforms from platform 9/10 is via set of stairs.
Please contact our Assisted Travel team who can organise a taxi to Stirling if your journey involves travelling on any of the following routes;
- Alloa to Stirling
- Alloa to stations north of Stirling (Dunblane, Bridge of Allan, Perth, etc)
- Alloa to Edinburgh or intermediate stations between Edinburgh and Stirling
Please note that the taxi will be provided for those who qualify and their companion
Whilst we make every effort to make our stations and trains accessible, you should be aware that some stations our trains stop at may have physical and navigational constraints that could make them inaccessible to you.
If you wish to use a station that is inaccessible to you (for example due to stairs or the station being unstaffed when you need to use it) we will book you an appropriate taxi at no extra charge between the inaccessible station and the nearest or most convenient accessible one for your journey.
Where our services are disrupted, we will provide alternative accessible transport to take you and your companion to the nearest accessible station so that you can continue with your journey.
This service is provided at no extra charge if you have a valid rail ticket for the journey you want to make.
Substitute transport/planned engineering works
When a train service is subject to planned or unplanned engineering works, a low-floor bus service is normally provided. Where we are unable to provide such service, we will provide an accessible taxi at no extra charge, as long as you have a valid rail ticket for your journey.
You can buy discounted tickets for your journey, and if you are travelling with a companion, they can also buy a ticket at the discounted price.
Wheelchair accommodation on ScotRail trains is restricted to Standard Class carriages and to standard wheelchairs not exceeding 70cm wide, 120cm long, with a combined weight of less than 300 kilograms of user and wheelchair. These dimensions are in accordance with Interoperability PRM-TSI legislation. More information about discounts is available in our policy from page 16-18.
Please note: our First Class areas don't have wheelchair accommodation so wheelchair users would need to be able to transfer to a seat. There is also no wheelchair access to accessible toilets from First Class.
Light travel scooters, no greater than 104cm (41") long and 56cm (22") wide and with a combined weight of less than 300 kilograms (660 pounds) of user and scooter, can be accepted on all our trains. They are the only models that can be safely and efficiently manoeuvred into the disabled space.
- Scooters must be stowed in the designated Disabled/Wheelchair areas
- You must be capable of transferring to a seat on the train, as you cannot travel sitting on the scooter whilst inside the train
- The scooter must be parked and immobilised with the key taken out or battery switched off
- Scooters must not have a canopy or a rear fitted basket as they may make the scooter too large for the available space
- When you book, refer to your owner's manual for the dimensions
Portable ramps are provided on all of our trains and at all accessible stations. These ramps can be used for non wheelchair or scooter passengers who would otherwise find it difficult boarding or alighting in the normal manner.
Our Passenger Assistance Card is here to give you peace of mind while you travel. It has all our contact details on, so you can contact us while you're travelling if you need to.
It also has space for you to write down any important details that might assist you with your journey, especially if you find it difficult to communicate with staff.
Download the card here or pick one up at a ScotRail ticket office.
We are constantly improving facilities for all our customers. Find out more information here
Updates on station access
During improvements some stations may close temporarily while we upgrade our facilities. If a station has limited access, a warning or alert message will be put on the station landing page. Alternatively, you can contact our Travel Assistance team:
- Telephone: 0800 912 2 901
- Textphone: 18001 0800 912 2 901 (if you're hard of hearing)
ScotRail is working in partnership with Transport Scotland to provide information to visually impaired customers and assist you in orientating yourself when you arrive at stations.
- Glasgow Central
- Glasgow Queen Street
- Greenock Central
- Greenock West
- Paisley Gilmour Street
- Port Glasgow
- Prestwick International
- Prestwick Town
You can also find information on other stations at Describe Online
RNIB REACT is an audible directional system for visually impaired customers.
You can find it installed at the following stations:
- Glasgow Queen Street High and Low Level
To get a fob that activates this system, contact
Telephone: 01457 861431
Section G, Unit 9
Dinting Lane Industrial Estate