You can request different types of support at a train station through Passenger Assistance.
Passenger Assistance helps Disabled passengers, older people and people with access needs share what support they would like before they travel.
You can request assistance through the Passenger Assistance app or website. The app is the easiest way to keep your journey details, access needs and assistance requests in one place.
Getting around the station
Train stations can be busy, noisy and difficult to navigate.
You can request support moving through the station. This might include help finding the right platform, getting to ticket gates or knowing where to wait.
This can be useful if station layouts are unclear, lifts are far away or information is hard to find.
Getting on and off the train
You can request support to get on or off the train.
For some passengers, this may include ramp support. For others, it may mean having a member of staff available to guide them, explain where to go or give extra time to board.
You can share what works best for you when you make your Passenger Assistance request.
Changing trains
You can also request support when changing trains.
This can help if your journey involves more than one service or a change at a busy station.
Passenger Assistance lets you share your full journey, so teams can understand where support may be needed along the way.
Support with information
Not all access needs are physical.
You may want support understanding where to go, what platform to use or what to do if something changes.
You can add notes to your Passenger Assistance request to explain what information or communication support would be useful.
Sharing your access needs
When you request Passenger Assistance, you can choose the support you need and add details in your own words.
This helps staff understand what has been requested before you arrive.
You only need to share information that feels useful for your journey.
Do I have to request support before I travel?
No.
Everyone travels differently.
Some people request assistance before they travel. Some people use Turn Up and Go. Some people travel spontaneously. Others like to plan ahead.
All of these choices are valid.
Passenger Assistance gives you another way to request support if planning ahead helps you feel more prepared. It does not replace your right to Turn Up and Go.
Request support for your next journey
Support at a train station should be clear, respectful and accessible.
Passenger Assistance can help you share your access needs and request support before you travel.
To request assistance for your next train journey, visit passengerassistance.com or download the Passenger Assistance app.