A Passenger Assistance profile can make it quicker and easier to request support for train travel.
Your profile is where you can add key details about yourself and your access considerations. You decide how much information to share.
Once your profile is set up, you do not need to enter the same details every time you request assistance.
This can make the process feel clearer, simpler and more manageable.
What is a Passenger Assistance profile?
A Passenger Assistance profile is part of the Passenger Assistance app.
It helps keep your information in one place. This can include your contact details, preferred method of contact and access considerations.
You can use your profile when you request assistance for a train journey.
It helps make sure the right information is shared with the teams supporting your journey.
Why your Passenger Assistance profile can help
Train travel should be clear, consistent and accessible.
However, Disabled passengers, older people and people with access needs may still face barriers when planning or making a journey.
One of those barriers can be having to explain the same access needs again and again.
Your Passenger Assistance profile can help reduce this.
It allows you to save information that may be useful when you request assistance. This means you can spend less time repeating details and more time focusing on your journey.
What can you add to your profile?
You can add the information that feels useful for you.
This may include:
- your name
- your contact details
- your preferred method of contact
- your access considerations
- the type of support you may need
- any notes that could help staff support your journey
You are in control of what you share.
You can give as much or as little detail as you want.
Sharing your access considerations
Access considerations help explain what support may be useful during your journey.
For example, you might want to share that you:
- use a wheelchair or mobility aid
- need a ramp to board or leave the train
- need help changing trains
- are travelling with an assistance dog
- need extra time to move through the station
- need information explained clearly
- have a non-visible access need
- would prefer staff to speak to you before offering support
You can also add notes in your own words.
This helps you explain what works best for you.
How to create your Passenger Assistance profile
Creating your Passenger Assistance profile is simple.
1. Open the Passenger Assistance app
Open the Passenger Assistance app on your phone.
You can also use the Passenger Assistance website if you prefer, but the app is the easiest way to keep your profile and requests in one place.
2. Go to your profile
Tap My Profile in the app.
This is where you can add or update your details.
3. Add your information
Add the information you want to share.
This could include your contact details, preferred contact method and access considerations.
You only need to add the details that feel helpful to you.
4. Save your profile
Once your profile is saved, you can use it when requesting assistance.
You can update it at any time if something changes.
How to use your profile when requesting assistance
After your profile is set up, you can use it to request assistance for a train journey.
In the Passenger Assistance app, you can:
- choose your journey
- select the support you need
- add any extra notes
- send your request to the train operator
Your saved profile can help make this quicker.
It means your details and access considerations are already in one place.
Can I update my Passenger Assistance profile?
Yes.
You can update your Passenger Assistance profile whenever you need to.
You may want to update it if:
- your contact details change
- your access needs change
- you want to add more information
- you want to remove information
- you want to change your preferred contact method
Your profile belongs to you.
You decide what information is included.
Do I need a profile to travel by train?
No.
Everyone travels differently.
Some people prefer to request assistance before they travel. Some people use Turn Up and Go. Some people travel spontaneously. Others like to plan each step in advance.
All of these choices are valid.
A Passenger Assistance profile is there if it helps you. It can make requesting assistance quicker, but it does not replace your right to Turn Up and Go.
Your profile, your choice
Accessible travel is not only about ramps, lifts and station facilities.
It is also about clear information, choice and control.
Your Passenger Assistance profile helps you share the information you want to share. It can make future assistance requests quicker and easier to manage.
You stay in control of your details.
You decide what to add, what to update and what to leave out.
Start using your Passenger Assistance profile
You can create your Passenger Assistance profile in the Passenger Assistance app.
Add the details that are useful for you. Share your access considerations in your own words. Update your profile whenever you need to.
To request assistance for your next train journey, visit passengerassistance.com or download the Passenger Assistance app.