Assistance is available when travelling by train with a hidden disability, and it should be clear, accessible and manageable, which is how Passenger Assistance can help.
Not all access needs are visible. Some Disabled passengers may face barriers that other people cannot see. This could include fatigue, pain, anxiety, sensory access needs, communication barriers or a long-term health condition.
Everyone travels differently. Some people prefer to plan ahead. Some people use Turn Up and Go. Some people travel spontaneously.
All of these choices are valid.
Passenger Assistance is there if requesting support before you travel helps you feel more prepared.
What support can you request?
You can request different types of support for your train journey.
This might include:
- Help finding the right platform
- Support moving through the station
- Clear information from staff
- Help changing trains
- Extra time to board
- Support if plans change
- Help getting on or off the train
You can also add notes in your own words.
This can help staff understand what support has been requested before you arrive.
How Passenger Assistance can help
Passenger Assistance gives you a way to share your access needs before you travel.
You can request assistance through the Passenger Assistance app or website. The app is the easiest way to keep your profile, journey details and assistance requests in one place.
Your request is then sent to the train company supporting your journey.
For a step-by-step guide, read our blog: How to use Passenger Assistance.
Using Ask PA
You can also use Ask PA, the Passenger Assistance WhatsApp service.
Ask PA can help you check station accessibility information, manage your assistance request and get updates on the go.
This can be useful if you want quick answers before or during your journey.
Read more in our blog: Train assistance on WhatsApp: how to use Ask PA.
Do I have to request assistance?
No.
Passenger Assistance does not replace Turn Up and Go.
Disabled passengers still have the right to travel by train without requesting assistance in advance.
Passenger Assistance simply gives you another option if planning ahead works better for you.
Start using Passenger Assistance
Travelling by train with a hidden disability should come with clear information, choice and support.
To request assistance for your next train journey, visit passengerassistance.com or download the Passenger Assistance app.