Assisted train travel in the UK should be clear, accessible and manageable.
Disabled passengers, older people and people with access needs can request support when travelling by train. This support can help with different parts of the journey, from moving through the station to getting on or off the train.
Train travel should be accessible. But passengers can still face barriers, such as unclear information, busy stations, platform changes or inaccessible station layouts.
This guide explains some of the support available, including Passenger Assistance, Turn Up and Go, the Hidden Disabilities Sunflower and wheelchair or mobility scooter information.
Passenger Assistance
Passenger Assistance helps passengers request support before they travel.
You can use it if you are a Disabled passenger, an older person or someone with access needs.
You might request support with:
- Finding the right platform
- Moving through the station
- Changing trains
- Getting on or off the train
- Using a ramp
- Carrying light luggage
- Getting clear information from staff
You can request Passenger Assistance up to 2 hours before your journey is due to start.
Don’t take our word for it though, watch this video to see how easy it was for Nick Wilson and Isaac Harvey.
How to request Passenger Assistance
The easiest way to request support is through the Passenger Assistance app.
The app lets you choose your journey, share your access needs and request the support you would like. Your request is then sent to the train company supporting your journey.
You can also use the Passenger Assistance website if you prefer using a browser.
Once your request has been confirmed, you will receive a notification.
For a full step-by-step guide, read: How to use Passenger Assistance.
Turn Up and Go
You do not have to request assistance in advance.
Turn Up and Go is available for passengers who need assistance and have not booked ahead. Network Rail describes Turn Up and Go as a service for passengers who need assistance and have not booked in advance.
To use Turn Up and Go, arrive at the station and speak to a member of staff or use a Help Point.
You may need to allow extra time, especially if the station is busy.
Passenger Assistance gives you another option if planning ahead helps. It does not replace your right to Turn Up and Go.
Hidden Disabilities Sunflower
The Hidden Disabilities Sunflower is a discreet way for people with non-visible disabilities to show they may need extra time, understanding or support.
Some passengers choose to wear a sunflower lanyard or carry a sunflower-marked item.
You do not have to wear a sunflower lanyard to request support.
It is simply an option for passengers who find it useful.
Network Rail has previously described sunflower lanyards as a way for passengers with hidden disabilities to discreetly show they might need extra help while travelling.
Wheelchairs and mobility scooters on trains
Many trains can accommodate wheelchairs and some mobility scooters.
However, space and rules can vary depending on the train company, train type and mobility scooter model.
National Rail says mobility scooters come in different shapes and sizes, so passengers should check dimensions with the train company they plan to travel with, or contact Passenger Assist.
If you are a wheelchair user, you can include this in your Passenger Assistance profile or request notes.
This helps staff understand what support has been requested.
If a wheelchair space can be reserved for your journey, the train company may arrange this as part of your assistance request.
Accessible Travel Policies
Licensed train and station operators are required to have an Accessible Travel Policy. The Department for Transport says these policies explain the support and facilities available, and how passengers can get assistance.
The Office of Rail and Road approves train operator policies for Disabled passengers and promotes accessibility across rail.
You can usually find a train company’s Accessible Travel Policy on its website.
Travelling your way
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 is there if requesting support before you travel helps you feel more prepared.
Start using Passenger Assistance
Assisted train travel in the UK should come with clear information, choice and support.
Passenger Assistance can help you share your access needs, request support and keep your journey details in one place.
To request assistance for your next train journey, visit passengerassistance.com or download the Passenger Assistance app.