Passenger Assist

If you or the person you care for need help when travelling by rail Passenger Assist can help by:

• offering a helping hand to navigate the station

• support when boarding the train

• meeting you from your train and taking you to your next train or the exit

• arranging a ramp on or off your train

• assistance relating to a non-visible impairment

• carrying your bag(s) if your disability means that you are unable to do so yourself – up to three items of luggage as per the National Rail Conditions of Travel

The train company you’re travelling with will organise assistance for your entire journey, even if you travel with another train company as part of your journey.

How to request assistance via Passenger Assist

You can click here to see full details of Passenger Assist and how to arrange support for yourself or the person you care for.

Rail tickets

You must hold a valid ticket before travelling on the National Rail network.

However, if you cannot buy a ticket before travel due to an impairment, you will not have to pay more on the train or at your destination, than what you would have paid prior to getting on the train; including any applicable discount.

National Rail advise buying your ticket via www.nationalrail.co.uk before you request assistance to ensure you get the best value for money for your journey.

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