You can change or cancel a Passenger Assistance request if your travel plans change before your journey.
Plans can change. You may no longer be travelling, or your journey details may be different.
The Passenger Assistance app gives you a way to manage your request before you travel.
Passenger Assistance helps Disabled passengers, older people and people with access needs request support for train travel.
How to cancel a Passenger Assistance request
If you are no longer travelling, you can cancel your Passenger Assistance request before your scheduled journey.
You can do this yourself through the Passenger Assistance app easily by selecting your assistance and selecting cancel assistance.
You can also contact the train operating company and ask them to cancel it for you.
Cancelling your request helps the train company know that assistance is no longer needed.
How to change your journey details
If your journey details change, you can update them in the Passenger Assistance app.
Go to the My Journeys page and change the journey details for your request.
After you make a change, you will receive a new email confirming that your request has been updated.
The train company will then check the request again.
If everything is okay, you will receive another email confirming your new journey. Your updated journey in the app will also show as confirmed.
What if I am not sure who to contact?
Your assistance may be managed by the train company responsible for your journey.
This can differ depending on the train or station.
Check your confirmation email, reminder email or the My Journeys page in the app to find the right contact details.
Why have I received a Passenger Assistance reminder email?
If you have a confirmed assistance request and have added an email address to your profile, you will receive a reminder email 24 hours before your scheduled journey.
This email reminds you about your upcoming journey.
It includes key details, such as:
- Your journey information
- Meeting point information
- Contact details for the train operating company
- A link to cancel your assistance request if your plans have changed
This can help you check your details before you travel.
Managing your request before you travel
Changing or cancelling a Passenger Assistance request helps keep your journey information up to date.
It also helps station and train teams understand whether support is still needed.
To request, change or cancel assistance for your next train journey, visit passengerassistance.com or download the Passenger Assistance app.