Travelling with a Disabled child by train should never feel like it is not an option. For some families, planning ahead can make a journey feel easier. That is where Passenger Assistance can help.
Every family travels differently. Some families like to plan ahead. Some use Turn Up and Go. Others decide what they need on the day.
Passenger Assistance gives families a way to request support before travelling, share access needs and keep journey details in one place.
When Passenger Assistance can help
Passenger Assistance can help if there is information you would like station or train staff to know before you arrive.
This might be useful if your child needs support moving through the station, extra time to board or clear information during the journey.
You only need to share the details that feel useful.
What support can you request?
You can request support that works for your child and your journey.
This might include:
- Help finding the right platform
- Support moving through the station
- Ramp support
- Help getting on or off the train
- Support changing trains
- Clear information from staff
- Extra time to board
- Help if plans change
You can also add notes in your own words.
This can help staff understand what support has been requested before you arrive.
How to request assistance
You can request assistance through the Passenger Assistance app or website.
The Passenger Assistance app is the easiest way to keep your journey details, access needs and assistance requests in one place.
A parent, guardian or carer can help make a request if needed.
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 an assistance request and get updates while travelling.
This can be useful if you want quick answers before or during the journey.
Read more in our blog: Train assistance on WhatsApp: how to use Ask PA.
Do families 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 families another option if planning ahead helps.
Start using Passenger Assistance
Travelling with a Disabled child by train should come with clear information, choice and support.
Passenger Assistance can help you request support, share access needs and keep journey details in one place.
To request assistance for your next train journey, visit passengerassistance.com or download the Passenger Assistance app.