Disabled assistance

If you need assistance with your journey, call one of the numbers below during office hours (0700 to 2200, Monday to Sunday). Outside these hours an answerphone service is available.

• Assisted Travel Helpline telephone number: 0800 912 2 901

• Assisted Travel Typetalk, (for the hard of hearing): 18001 0800 912 2 901

Typetalk technology connects those who cannot speak or hear on the phone with other people using a telephone by providing a text-to-voice translation. For more information about 'Typetalk' service, click here.

To contact us by post, write to:
ScotRail Customer Relations
P.O. Box 7030
Fort William
PH33 6WX

To contact us by email, write to:
scotrailcustomer.relations@firstgroup.com

The pages in this section can also be viewed in a larger font size by selecting ‘View’, then ‘Text Size’, from the main tool bar.

Alternative formats of our Policy document (which include audio CD, Easy Read and Large Print) can be obtained by contacting us via any one of the choices given above. These formats can be provided within 10 days of receiving the request, including our Disabled Persons Protection Policy in Braille type.

Disabled Persons Protection Policy

We produce this document as part of our franchise requirements. It details our commitments to the needs of people with disabilities, gives information on the accessibility and facilities of each station, general rolling stock accessibility – and an opportunity for disabled people to feedback their views on the services we provide.

Click here to view or download a PDF copy of our Disabled Persons Protection Policy. Click here to view or download a PDF copy of our assisted Passengers' Feedback Form. And to get up-to-date information on facilities at all our stations, please click here.

More about RNIB REACT

RNIB REACT system is an audible directional system for visually impaired customers but its installation has benefited even those with learning disabilities.

The following stations all have RNIB REACT installed: Brunstane, Camelon, Glasgow Queen Street High and Lower Level, Larbert, Lenzie, Linlithgow, Kirkcaldy and Inverness. We are currently in the process of installing another RNIB REACT at Dumfries.

To get a fob that activates this system, contact RNIB at:
Business Development Team
RNIB Innovation and Disability Access Services
PO Box 173
Peterborough
PE2 6WS
Telephone 01733 37 53 45
Email busdev@rnib.org.uk

Getting assistance at stations

We try and give all the help that’s needed to our disabled customers throughout our network – whether or not they have booked in advance. We do recommend that you try and make prior arrangements though, because many of our stations are unstaffed, or staffed only part time.

At stations where we have barriers in operation, we will always make sure that automatic or manual ticket gates are locked open when staff are not in attendance.

• Alternative arrangements for inaccessible station.
  If the station you wish to travel from or to is not accessible, we will provide alternative transport in the form of a taxi to take you to the nearest accessible station. It’s important that you book in advance so that this can be arranged.
  
  To find out more and make advance booking, contact us on the number at the top of this page. The National Rail Enquiry Service also provides information for travel on all National rail services throughout the UK. National Rail Enquiries: 08457 48 49 50 or http://www.nationalrail.co.uk/

• Assistance at unstaffed stations
  We do not normally provide assistance at unstaffed stations, but if you need help alighting, let the Conductor/Ticket Examiner onboard know. ScotRail train services normally have staff available to help and all trains carry a portable ramp.

• Assistance with luggage
  We don’t employ staff specifically to carry passengers' luggage, but we do commit to providing free luggage assistance for disabled customers when it’s possible, and subject to the availability of staff at the station.

• Train Access
  Portable ramps are provided on all of our trains. These ramps make it possible for wheelchairs or scooters that meet our specification alight. Please note that scooter assistance should be booked in advance.

Disabled Persons' Railcard

We support the Disabled Persons' Railcard, which offers discounts on a range of rail tickets. You can find out more from the 'Rail Travel made easy' guide, (published by the Association of Train Operating Companies (ATOC) and available at all our staffed stations) or by clicking here. We also support local authorities discount schemes for disabled people.

General information

Although seat reservations can be made for some of our longer distance express services, most of our services cannot be reserved. However, most of our trains have wheelchair-designated areas. On services that don’t, there are spaces marked for wheelchair users especially close to tip-up seats.

ScotRail and Accessibility

We welcome feedback from our disabled passengers as it helps us improve our services. Write to ScotRail Customer Relations, PO Box 7030, Fort William, PH33 6WX, or fill in our freepost ScotRail 'Assisted Passenger Feedback' forms available at all staffed stations and to download here.