Accessibility and customer information

If you need to make an essential journey and normally require a little extra help when travelling with us, our Assisted Travel service is operating as normal.

We are taking extra steps to make sure that our people and our customers remain safe while we provide assistance. Our people will wear a face mark or visor while assisting you and will keep 2m away if possible. When we need to be closer, such as helping customers with blindness by offering them a supporting arm to hold, we will do so in the safest way possible and in as little time as possible.

Whenever we can, we will make sure that our people wash or sanitise their hands before and after assisting you.

You can book an assisted travel journey online or by calling 0800 912 2910 free of charge. Assisted travel textphone number for people hard of hearing is 18001 0800 912 2 901.

If you're travelling from an unstaffed station and need some help, please use our station Help Points, which are manned from the beginning to end of service, seven days per week.

With the current Coronavirus situation, on occasion we may need to close the Ticket Office of a staffed station at short notice due to staff illness. If you notice that the Ticket Office of your origin station is closed, please do not worry. Make your way to your departure platform, use the Help Point to let us know you are there, and our train crew will assist you.