About the app
What does the Passenger Assistance app do?
We’ve created an app and website that takes the time and fuss out of requesting assistance when you want to travel. By using the app or website you can create a profile where you can outline your access needs and request assistance through our technology.
Do the people who created the app deliver the assistance?
No. We are Transreport and we have designed the Passenger Assistance technology for Disabled people to communicate their access needs to transport companies in a simple and trusted way. The transport companies are still responsible for assisting Disabled passengers.
Have Disabled people been involved in developing the app and website?
Yes. We have consulted and collaborated with Disabled people, with a range of impairments and access needs from the very start.
Do I have to use the app or website to request assistance?
No, you can still phone the train company, use their website form if you prefer or request assistance via our website. This app and website just gives you another option.
Why are Disabled people still having to request assistance?
For people who want to request assistance, our app and website gives you an additional option to do that. There is still the option to turn up and go, without requesting assistance. It is our hope that one day Disabled passengers can take journeys with less preparation time and more spontaneity, and we hope that our technology is a step towards this.
What if I don’t have a smartphone?
We have created a web version of the app where you can ask for assistance using your computer or laptop. You can still call the train company to request assistance or ‘turn up and go’ on the day.
Can I request assistance for other types of travel?
Not just yet! At the moment, you can only request assistance for train journeys in Great Britain, but this is something we are working very hard!
About the website
What is the point of the website?
The web app was developed based on accessibility feedback we got from our phone app. We now have a web version of the app available where you can ask for assistance using your computer or laptop, meaning those without mobile phones can now pre-book their assistance online and for free. The web app is more flexible and makes our system broadly available to more people.
What is the difference between the Passenger Assistance app and the website?
Being considerably new, there are some things on our phone app that you can’t do on the web booking platform. For example, users cannot manage/cancel their previous bookings, rate their journeys and so forth.
What does the web version of the app allow me to do?
The web app allows users to create their own profiles and make any assistance bookings for their upcoming journeys.
Do I have to use the web app or website to request assistance?
No, you can still phone the train company, use turn-up and go services, use their website form or request assistance using our app.
If I have made a profile on the Passenger Assistance app, can I log onto the website and vice versa?
Yes, you can. Your log-in for the mobile app will also mean you have a profile set up in the Passenger Assistant web application. Use the same credentials to access both.
Is the web app screen reader compatible?
Yes, the web app was created to be fully screen reader compatible.
Getting started
How do I download the Passenger Assistance app?
To download the Passenger Assistance app you must have a smartphone. The app is available for iOS and Android smartphones. Simply go to the App store or Google Play store and download the app to your device. Ensure your smartphone is using iOS 12 or later or Android 9 or later.
How do I set up my profile?
When you download the app you will be prompted to set up your profile. Simply add your email, name, picture (optional) and contact number. There is also a place to update your accessibility needs, whether you have a mobility, sensory or non-visible impairment. There is also a section for you to type out any other accessibility needs.
Do I have to upload a photo of myself?
Adding a photo to your profile is your choice, but it can make it easier for station staff to recognise you at the station.
How do I update my profile?
you can update your profile at any time by clicking the ‘edit profile’ button. You will then be directed to a screen which will let you update your access needs.
Requesting Assistance
How do I request assistance on the Passenger Assistance app?
When you open the Passenger assistance app you will be on the ‘New Journeys’ This is where you will find and select a train journey. after this, you can explain the assistance you would like to request.
I have sent my assistance request. What happens next?
We send you an email to say we have got your request. We send your request to the train company who will check everything is OK with it. For example, is the station accessible for your needs? If it is, they will book your assistance and make arrangements with their staff. You will get an email and app notification to tell you that your assistance is booked and the journey will be marked as ‘confirmed’ in the app.
How will I know when my assistance is confirmed?
You will be sent a confirmation email, app notification and your journey will be marked as ‘confirmed’ in the app. Please remember your assistance is not guaranteed until you have had your confirmation email or message in the app.
How long does it take for my assistance request to be confirmed?
This can vary between different train operators but please check this site for more information.
Do I still need to call to confirm my assistance request?
Once your request is confirmed there is no need to call.
What happens if the wheelchair space has already been booked for the journey I want to take?
If for any reason assistance can’t be provided, including if a wheelchair space has already been requested, the train company will contact you to discuss your options. The assistance will not be confirmed until another option is found.
Can I book my tickets on the app?
Not just yet, but this is something we’re working on to ensure that making journeys is as fuss-free as possible.
Is it free to request assistance via the the Passenger Assistance app and website?
Yes! Whether you are requesting via the app or through the web version, there are no additional costs to pay when you request passenger assistance. Just don’t forget to book and pay for your train ticket separately.
On the web app, how will I know once my assistance is requested?
Once you’ve completed all the steps to your booking you can click ‘confirm booking’ and that’s all done! You should then receive an email with your confirmation. Any changes that you want to make must be done through our app for the time being.
How do I request assistance on the web app?
Requesting assistance on the web app is pretty simple and exactly the same as requesting through our app. Just find and select your correct train journey, and then you can pick all the assistance you require, there is an ‘other info’ tab allowing you to go into more detail. Once that’s done you will be asked to confirm your request details and that’s it! You’ll receive a confirmation email and be good to go.
Why have I received a Passenger Assistance reminder email?
The Passenger Assistance reminder email is sent 24 hours before the scheduled journey to any passenger with a confirmed assistance request who has provided an email address in their profile to remind you of your upcoming journey. It contains key details about the journey, including meeting point information and contact details for the train operating company in case any changes to the booking are needed. It also includes a link to enable you to cancel your assistance request if your plans have changed.
Changing my assistance
What if the details of my journey change?
You can change your journey details on the “My Journeys” page within your app. You will get a new email to say you have changed your request. The train company will check it again and if everything is OK you will get an email to tell you that your new journey has been booked and your new journey in the app will say “confirmed”.
What do I do if my plan have changed and I am no longer travelling?
If you wish to cancel your assistance request you can do so yourself via the Passenger Assistance app before your scheduled journey. Alternatively, you can contact the train operating company to cancel it on your behalf. Their contact details can be found in your confirmation email, reminder email, within the My Journeys page of the Passenger Assistance app, or at the following link: https://www.nationalrail.co.uk/travel-information/find-a-train-company/
During my journey
What do I do once I get to the train station?
On arrival at the station, you should make yourself known to rail staff at the meeting point written in your confirmation email or use a Help Point. If you need it, there is a reference number for your assistance in your email.
What happens if my request is confirmed but no one is at the station to provide assistance?
Our trusted technology ensures the train company gets your request directly and checks it in advance. However, if there is a problem on the day you should speak to rail staff, use a Help Point or call their Customer Relations team. You will be able to find their contact details in the email we sent you which confirmed your journey.
What happens if my battery runs out or I lose internet connection on my phone?
You can always download your booking email to your phone or take a screenshot before your journey in case there is no internet connection. You can also print out or write down your booking reference if you are worried about your phone running out of battery.
What happens if the stations are unstaffed?
Please use the station’s Help Point for immediate assistance if available. In some cases, the train operating company may make alternative arrangements in advance – this may include on-train staff assisting you or support provided at the nearest staffed station.
What should I do in the following situations?
– I can’t locate my meeting point
– I can’t find a member of staff
– My assistance request does not include a meeting point
– The meeting point lusted in my assistance request is inaccessible
Please use the station’s Help Point or go to the Passenger Assist lounge for immediate assistance if available or contact the train operating company to discuss your assistance request. Their contact details can be found in your journey confirmation email, reminder email, in the My Journeys page of the Passenger Assistance app, or at the following link: https://www.nationalrail.co.uk/travel-information/find-a-train-company/
Who will assist me?
A trained member of station or train operating staff will provide your assistance
Accessibility of the app
Is the app screen reader compatible?
Yes, the app has been built to be fully compatible with screen readers. However, if you are having any problems with the app and your screen reader please get in touch with us through this form.
What other accessibility features are on the app?
You can change the colour theme to one of four options within the app to suit your needs.
Your data and personal information
Where is all the data I input into the app stored?
You can read our privacy policy here.
Getting help
I have more questions, where can I contact you?
You can reach out to us using our contact form. If you have any questions directly relating to accessibility and train travel you can find more information here.