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Assisted train travel in the UK

Travelling by train can be quite daunting if you have accessibility needs, but fortunately there are plenty of services available to help you have a more comfortable and stress-free journey. By law, every train operating company is required to have provisions in place to make their trains accessible to all. 

In this article we discuss those provisions and the following ways in which you can book and access assisted train travel, including:

  • Passenger Assist
  • Turn Up as You Go
  • The Sunflower Scheme

Keep reading to find out more about what assistance is on offer on trains and in stations across the UK, and how to book it.

Passenger Assist

Passenger Assist is a service which connects you with a designated team of trained railway staff who will listen to your needs and put in place accessibility arrangements for your journey. 

The Passenger Assist team and members of staff will be available to:

  • meet you at your station at a convenient designated point
  • provide train station assistance including navigating stations
  • provide assisted travel on the train itself, including anything relating to non-visible impairments
  • help you on and off your train(s), including providing ramp access where required and helping you on to a connecting service
  • help you carry your baggage (up to 3 items as per the National Rail Conditions of Travel)
  • help you with your pets

How to book Passenger Assist

Created in collaboration with National Rail, our Passenger Assistance app is designed to make it easy and convenient for you to request assistance when you want to travel. It works for all train operating companies in Great Britain.

The app has been designed in consultation with disabled people and is suitable for screen-readers. Simply download the app and set up your profile. Once that’s complete, all you need to do is provide your travel details then station staff will see your request and arrange assistance for you, so your journey is as stress-free as possible.

The app is available both on the App Store and Google Play. 

Alternatively, you can book Passenger Assist services by calling for free on 0800 0223720 or texting 60083. If you use a textphone/minicom, please call 0845 6050 600. 

You can also book Passenger Assist directly through the train operating company you are travelling with. This can be done by contacting them via phone, or completing and submitting an online form.

Turn Up and Go

Train companies also support flexible travel plans, and provide last-minute assistance requests without pre-booking, in the form of Turn Up and Go.

It’s worth bearing in mind that on occasion, staffed train stations might be busy assisting other passengers or resolving urgent train-related issues. They therefore might not be able to assist you immediately, though they will when they can.

How to access Turn Up and Go 

To get assistance at UK railway stations via Turn Up and Go, you simply need to arrive at the station and request travel assistance, either from railway staff or at a Help Point. 

The Sunflower Scheme

The Sunflower Scheme is a train passenger assistance service for those with non-visible disabilities.

If you have a non-visible disability and wish to discreetly indicate to either railway staff or other passengers that you might require assistance on your train journey or take a bit more time getting on and off trains, then all you need to do is wear a sunflower lanyard. 

All train companies recognise the Hidden Disabilities Sunflower, and railway staff are trained to keep an eye out for passengers travelling with sunflower lanyards or sunflower-marked possessions. You can purchase a lanyard here.

You aren’t required to wear a sunflower lanyard when travelling if you have a non-visible disability. Rather, the goal of the scheme is to instil confidence in travellers who may want or need assistance when travelling by train.

Wheelchairs and mobility scooters on trains

Most trains in the UK can accommodate wheelchairs with the following dimensions: 700mm x 1200mm (width x length). However, there are some older train models which are unable to accommodate wheelchairs that are wider than 550mm.

If you’re a wheelchair user, you may want to consider getting in touch with your train company or making arrangements to reserve a wheelchair space in advance. When you book assisted rail travel via the Passenger Assistance app, if you require a wheelchair space and they are available for reservation, the team processing your assistance request will make a reservation for you if your profile says that you are a wheelchair user. Alternatively you can add that you are a wheelchair user to the ‘other info’ box. If you’re travelling with others, remember that wheelchair spaces tend to come with companion seats which can be held for you. 

If you are accompanying a wheelchair user, blind or visually impaired traveller, then you both will be eligible for discounts on your train tickets. Please note, the discount applies to adult fares for Standard Class and First Class seats. 

As with wheelchairs, trains are able to accommodate mobility scooters with the dimensions: 700mm x 1200mm (width x length). The total weight must not exceed 300kg (though this guideline varies for Heathrow Express, Island Line). 

While most train providers allow mobility scooters on their trains, some providers require you to carry a permit or Scooter Pass for your safety, and the safety of other passengers.

UK Government Guidelines

As per UK government guidelines, National Rail train companies must provide train passenger assistance and support services for disabled people. They must also be able to tell you:

  • the support services and facilities they offer 
  • and how and where to get assistance, including if there are disruptions to your train journey

This is known as an Accessible Travel Policy (ATP), and you can request it from the train company you use or visit their website to download a copy. Each ATP will be available in alternative formats in small and large print. It will provide accessibility information, answer FAQs and list the provisions they have in place for assisted train travel.

Wheelchair-friendly walks in Derbyshire

The historic county of Derbyshire lies in the East Midlands of England. Derbyshire is famed for its dramatic bleak moorland landscapes of the northern Peak District and the serene Trent Valley Washlands of the South.  The county is divided geographically into two sections, a large part of the county lies within the Peak District National Park and a smaller southern lowland area surrounding the city of Derby. In addition, the Pennines, the backbone of England, extends southwards – from Northumberland into Derbyshire. 

Here are our top choices for wheelchair-friendly walks in Derbyshire – keep reading to find places to go in the heart of the Peak District itself.

  1. Shipley Country Park, Slack Lane, Ilkeston, DE7 7GX 

Shipley Country Park, Osbourne Pond, Derbyshire.

Accessible Format ✓Disabled Parking ✓Large Print ✓
Disabled Access ✓Dedicated Seating ✓Online Booking ✓
Accessible Toilets ✓Changing places ✓Assistance Dogs Welcome ✓

Getting here… 

The nearest train station to Shipley Country Park is Langley Mill. To find out more about suitable travel arrangements via bus or train, call 0871 200 22 33 or click here for more information about public transport in general. 

Shipley Country Park is located near Derby and Nottingham. Suitable for any season, Shipley offers 700 acres and over 20 miles of paths that can be bridleways for everything from walking and bird watching to picnicking and angling. For children, there are 3 playgrounds to choose from, bird observation points and an annual events itinerary, for more information see here. Before you venture out, check the latest information about coronavirus and visiting this particular site. A gift shop, coffee shop and toilets and a Changing Places facility are also on site. 

There are plenty of disabled bays in the Pay & Display parking area, which is free for blue badge holders. The car park on Shipley Hill is for blue badge holders only, if you want to skip the crowds and tramper hire is available at the Visitor Centre. The Visitor Centre is at ground level surrounded by flat paths, making it accessible to wheelchair users. A slight slope inclines from the Visitor Centre to the car park and the car park itself is flat. 

  1. Carsington Water, Big Lane, Ashbourne, DE6 1ST
Carsington Water, View from the Visitor Centre, Near Hognaston, Derbyshire.

Assistance Dogs Welcome✓Disabled Parking ✓Changing places ✓
Disabled Access ✓Lifts ✓Accessible Toilets ✓

Getting here…

Carsington Water is accessible by bus, the nearest stop is conveniently located at the front of the main entrance to the Visitor Centre. The bus provides connections also to the market towns of Ashbourne, Wirksworth and 19th Century spa town Matlock. 

Located between Wirksworth and Kniveton in Derbyshire, Carsington Water is the UK’s ninth largest reservoir. Home to a variety of wonderful routes and trails, the Visitor Centre is fully accessible to wheelchair users and has the ability to cater for other access requirements. There are 23 Blue Badge parking spaces available that are accessible, less than 50m from the main entrance where there is a permanent ramp and level access. Automatic number plate recognition is used at this site, which means completing Blue Badge registration on the day of your visit at reception. Alternatively, you can call 03306 7880 701 or email [email protected]. 

There are also 2 lifts, which means access to all floors, and disabled toilets in the Courtyard and Visitor Centre. Many of the surrounding shops have level access and there are permanent ramps with access to picnic areas outside for wheelchair users. Tramper hire is also available, and wheelchairs can be provided free of charge. For more information regarding accessibility specifics, see here. 

  1. Elvaston Castle Country Park, Borrowash Road, Derby, DE72 3EP

Elvaston Castle, The Parterre Garden, Derbyshire. 

Assistance Dogs Welcome✓Disabled Parking ✓Changing places ✓
Disabled Toilets ✓

Getting here…

Located near Derby and Nottingham, the estate entrance and car park is just off Borrowash Road – between Borrowash village and Thulston. There are brown tourist signs from either direction that will guide you, and there is only one entrance open to the public. Sat navs have been known to direct vehicles incorrectly, so it might be an idea to familiarise yourself with the journey with the park’s location leaflet. There are no bus services that currently stop outside the main entrance, however number 73 (Arriva) and the Skylink Derby (TrentBarton) both stop in Thulston at Elvaston Castle Gates.

At the focal point of the estate lies the 17th Century Elvaston Castle, surrounded by 321 acres of open parkland, woodland and several formal gardens. Evanston Castle was redesigned in the 19th Century by James Wyatt to the gothic revival masterpiece seen today. Unfortunately, the castle is not open to the public, however the gardens are locally renowned with fine topiaries and rockwork structures – originally designed and introduced in the 19th Century by William Barron. 

There is a lot to do at Elvaston Castle Country Park, including an annual woodland festival- as well as walking, cycling, bird watching, picnicking and the like! There is free blue badge holder car parking and trampers are available for hire at the information centre and shop. Here, you will also find the disabled toilets and baby changing areas. The park is low-lying, which is worth bearing in mind after periods of rain, making it muddy underfoot. Please take extra care at these times. 

Accessible walks in the heart of the Peak District

Monsal Trail,Peak District, Derbyshire

While you might think that the Peak District itself would be an unwelcoming place for wheelchair users and those with limited mobility, the truth is that there are plenty of walking routes which are free of stiles, steps and steep gradients. Do be aware that most of these routes do not have toilets, whether accessible or otherwise. 

The Peak District’s ‘Miles without Stiles’ guide is available to purchase, but beautiful wheelchair-friendly walks in the Peak District itself include:

  • Coombs Dale, S32 4TB (1.6km of fully accessible pathways)
  • Damflask Dam, S6 6SQ (3.4km of fully accessible pathways)
  • Derwent Dam, S33 0AQ (600m of fully accessible pathways, plus 3km of additional pathways suitable for assisted wheelchairs but not suitable for unassisted wheelchairs)
  • Goyt, SK17 6GJ (1km of fully accessible pathways)
  • Ladybower, S33 0BY (400m accessible pathways to view the dam, plus 1km fully accessible pathway along the dam. An additional 1.5km of pathways are suitable for assisted wheelchairs)
  • Manifold Way, DE6 2AG (2.8km of fully accessible pathways)
  • Monsal Trail, DE45 1NW (11.5km of fully accessible pathways on the route to Chee Dale – nearest accessible facilities are Hassop Station and Miller’s Dale Station)
  • Parsley Hay, SK17 0DG (4km of fully accessible pathways)
  • Tideswell Dale, SK17 8SN (3.2km of fully accessible pathways)

For more information on these destinations, visit https://www.peakdistrict.gov.uk/visiting/miles-without-stiles where you can select each location from the sidebar menu.

Top 3 accessible Christmas markets in England 2021

It’s that time of year when the Christmas markets are finally open and after last years unfortunate cancellations following the lockdown, this season the markets are back and better than ever. With the majority of Christmas markets open from mid-November up until Christmas, this is your chance to turn up the festiveness and go for some fun days out. 

However, visiting these markets is not as simple as being able to just grab your coat and getting on the train for everyone, there are a lot of factors that disabled people mobility impairments are faced with when planning these days out. That’s why, after doing a lot of research, we’ve narrowed down the three most accessible Christmas markets in England. 

Source: Daniil Silantev

1) Hyde Park – Winter Wonderland (London) 

Situated in one of London’s most well-known parks, Winter Wonderland is the place to be this Christmas. They have released a detailed accessibility guide with specific information on the best entrances to use etc. All entrances are accessible and step-free due to the park having tarmacked paths. The site also has ramps and handrails to catering areas, lowered counters in all Box offices and hearing loops in the Circus (Megadome). It’s important to note that when wet, the floors can be a little slippery and at peak times, the event can get super busy. You can pre-book tickets on their website. 

2)  Liverpool Christmas Market

Located in St John’s Gardens, the Liverpool Christmas market is a perfect mix of both shopping and attractions. They have made a conscious effort this year to ensure that the market is as accessible as possible by installing wheelchair ramps around the site and having accessible toilets. More information on the market and its accessibility options are available on their website. 

3)  Birmingham Frankfurt Christmas Market 

Birmingham’s 2021 Christmas market is one of the biggest and best in the UK. The market makes a great day/evening trip with your family and friends and has a range of sit down and stand-up stalls. Staying Cool have produced a full guide for any visitors looking to attend the market this year. The whole market can be accessed by wheelchair users and visitors with mobility impairments. Visitors with guide dogs are also welcome to the market although the loud noises and the lights may cause the dog some distress. There is ample parking in the vicinity of the Christmas Market.

Unfortunately, due to the circumstances surrounding Covid-19, many of the well-known Christmas markets in the UK remain closed. However, the few that are open are still providing some of the best festive experiences, so hopefully, for any disabled people reading this post, you now feel more encouraged to attend these markets with your friends and family comfortably knowing that many are now made somewhat more accessible. So, put on your cozy clothes, blast some Christmas music on your journey and have an amazing day!  

Covid Christmas Travel: Safety Tips for Disabled Passengers

With Christmas just around the corner, we know that many people are contemplating rail journeys across the UK to visit family and friends in other parts of the country. But with the pandemic still playing on everyone’s minds, we also know that many of Passenger Assistance’s users will be nervous about the idea of train travel in crowded carriages, and may be wondering how to ensure their train journeys are as safe as they can be over Christmas 2021.

A train platform at Kings Cross station showing two stationary trains on either side of it

With that in mind, we’ve researched the typical ‘quiet times’ cited by popular train operators throughout the UK, to give you a feel for the best days and times to travel by train if you want to avoid the crowds while Covid is still present. We’ve also looked into which train operators are the most enthusiastic about encouraging their passengers to continue wearing masks on board.

Best travel times for a quieter trip

Generally speaking, the times of day that you’ll want to avoid travelling by train in order to have a quieter trip by rail are the morning peak time (7am-9am) and evening peak time (4.30pm-7pm) on weekdays, along with weekend lunchtimes. 

Some train operating companies now provide more specific information on how busy different stations and routes have been over different periods in the previous weeks, and some allow you to filter your search by off-peak travel only. You can check the most recent information for your journey with the following companies, via these links:

Train OperatorLink to Quieter Times Information
C2Chttps://www.c2c-online.co.uk/our-network/how-busy-is-my-train/ 
Great Northern Railhttps://www.greatnorthernrail.com/travel-information/travel-help/finding-a-quieter-train 
Great Western Railwayhttps://www.gwr.com/travel-information/travel-updates/our-busy-trains 
Greater Angliahttps://www.greateranglia.co.uk/travel-information/less-busy-trains 
London North Eastern Railwayhttps://www.lner.co.uk/travel-information/travelling-later/train-seat-availability/
Southeastern Railwayhttps://www.southeasternrailway.co.uk/travel-information/live-travel-information/usual-seat-availability 
Southwestern Railway (London stations)https://www.southwesternrailway.com/plan-my-journey/coronavirus-train-crowding
Thameslink Railwayhttps://www.thameslinkrailway.com/coronavirus-information/find-a-quieter-train
Transpennine Expresshttps://www.tpexpress.co.uk/travel-updates/how-busy-is-your-train 
Transport for Waleshttps://tfw.wales/service-status/capacity-checker 
West Midlands Railwayhttps://www.westmidlandsrailway.co.uk/travel-information/journey-planning/how-busy-is-my-train 

Christmas dates to avoid for emptier carriages 

The busiest travel dates around Christmas and New Year are usually the 22nd and 23rd of December, but with Christmas falling on a Saturday this year, it’s likely that the 24th will be an additional busy day in 2021. If possible, aim to do your Christmas train travel on the 20th or 21st if you’re keen to beat the crowds. With New Year’s Eve falling on a Friday, it’s reasonable to anticipate the 31st being a  busy day for travel, too. 

Train operators still enforcing wearing masks onboard

From the 30th November 2021 you will be required by law to wear a face covering on trains and at stations. Of course, this does not apply to anyone who has a medical exemption from wearing a mask but can offer reassurance to those nervous about travelling.

When planning your journey, please check the latest government advice. You can find more information about this by checking the appropriate government website for England, Scotland and Wales.

General sanitation

The majority of train carriages are well-ventilated via air-conditioning systems which help to keep a cycle of clean air passing through, as well as via windows that can be opened (though this can get chilly in the winter months!). Ventilation systems on the UK’s trains are highly effective at replacing air in rail carriages, meaning that virus transmission risk on trains is lower than in other indoor environments.

Rail operators are also continuing to carry out Covid-oriented cleaning regimes, with increased cleaning for surfaces like ticket machines, grab rails, stair handrails and door buttons, and the use of powerful sanitising products that provide long-lasting protection against viruses, bacteria and pathogens.

Feeling safe during Christmas train travel

Reports have shown that your risk of contracting Covid from an hour-long train journey with no social distancing or face coverings is less than 0.01% (around 1 in 11,000 journeys) with the risk halving to around 0.005% if face coverings are worn. 

Meanwhile, the Rail Delivery Group says that more than 1,000 weekday services have been added throughout the UK since February 2021, with longer trains and increased capacity making it easier than ever for people to socially distance themselves.

Travelling may still feel nerve-wracking, but rest assured that the UK’s rail services are doing everything they can to ensure all rail users have a safe and comfortable journey, wherever they’re travelling from and wherever they’re headed.

We’ve partnered with Naidex

A banner image that bears the Naidex logo and underneath reads '15-16 September 2021, NEC Birmingham.' The title reads 'Discover the Future of Accessibility.' There are also 4 boxes that read 'Accessibility summit', 'Live product demonstrations', 'Mobility test track' and 'free registration.'

– What’s Naidex?

For those of you who may not know, Naidex is Europe’s most established event for the independent living community. From showcasing a wide range of the latest technology and innovations aimed at enhancing independence to exploring the future of accessibility, Naidex truly offers something for everyone.

Alongside 200+ pioneering exhibitors, Naidex will also play host to 100+ expert speakers over nine distinct theatres. From Education & Employment to the Lifestyle and Mobility theatres, receive expert advice and support on the topics that matter most. In fact, our very own Transreport founder Jay Shen will be delivering a seminar on how new technology can make the world more accessible, which is not to be missed!

– Why have we partnered with Naidex?

Our values here at Transreport and Passenger Assistance all revolve around making the world a more accessible place to live. We believe people are not disabled by any condition or impairment they live with, but they are disabled by the inaccessibility of the world around them. Naidex aims to improve the disabling world by showcasing solutions in mobility and accessibility, so we see this as two organisations pulling in the same direction.

Naidex is for everyone. They welcome anyone who is living with a health condition or impairment, as well as anyone caring for or supplying to this community.

– When and where is Naidex?

After a year of no physical events, Naidex is opening its doors once again turning to live events on 15th-16th September 2021. The event will be hosted at the NEC Birmingham.

– How accessible will the event be?

The NEC has worked in partnership with AccessAble to create Detailed Access Guides to 28 areas, including all exhibition halls, car parks, The Atrium, The Gallery, The Piazza, and The Skywalk. Everyone’s accessibility needs are different, which is why having detailed, accurate information is so important. It’s why all of the details you’ll find in the Guides have been checked in person, on site, by trained surveyors. Head to the Naidex accessibility page to find out more. Alternatively, download the AccessAble App for free from the App Store and GooglePlay, which provides accessibility information on the go.

– Safety at Naidex

Safety at events like this are of paramount importance, especially given the circumstances of the past year or so, which is why we’re pleased to see that a number of safety measures have been put in place for this event. Naidex organisers have reiterated that safety has been at the heart of their entire planning process and they have worked closely with the NEC to follow their four-step approach, Venue Protect, which is based on the latest government information and guidelines.

Find out more about the safety measure at Naidex.

Register for free today!

App alleviates travel misery for disabled passengers

Transreport has sought to move the rail industry away from a 1990s style email-based system onto a more streamlined, modern and responsive footing using smart technology.

I do not feel safe navigating the streets

I welcome the newly launched Passenger Assistance App, which allows those travelling with an impairment to repeatedly book journeys without entering their details every time.

Disabled travellers promised better journeys

Transreport has sought to move the rail industry away from a 1990s style email-based system onto a more streamlined, modern and responsive footing using smart technology.

The Passenger Assistance Story (so far)

We’re living in a world where technology has made it possible for us to get anything we want delivered straight to our doorstep and we can listen to any song that pops into our head in a matter of seconds. But, in so many ways we’ve fallen behind in creating technology for causes that create meaningful change in the world. In areas such as accessibility, diversity and inclusion there are many opportunities for technology to play a role in transforming lives, and Passenger Assistance is just one of them.

Back in 2017, our founder Jay Shen had the idea to make transport a more equal place. He wanted to democratise it and ensure transport operators were more aligned to their passenger’s needs, so he created Transreport. Fast forward to today and Jay’s vision has culminated in one of the most exciting apps on the market. This app, made by the Transreport team, is called Passenger Assistance and allows disabled people to arrange assistance in just a few clicks. It changes what is currently a long process, that has to be repeated each time, and that takes a lot of time and energy out of the busy lives of disabled passengers.

Why did we create this app?

We believe that everyone should be able to travel spontaneously and have the independence and flexibility they desire. If you wake up on a sunny day and decide to go to the beach, everyone should be able to do that easily and without a lot of hassle. However, we knew this wasn’t the case for a lot of disabled people, as travelling anywhere can take a lot of pre-planning. We wanted to take the first step into improving their experience and we started with rail travel. The technology our team has developed will allow a more stress-free and consistent booking experience, which has been a real issue within the disabled community for a number of years.

Working with disabled people

You might be sitting there thinking ‘that all sounds great, but how many disabled people have actually been a part of the making of all this?’ Well, a lot actually! At Transreport we support the mantra ‘nothing about us, without us’ and at every step of the development of the Passenger Assistance app, we have been working alongside disabled people. Initial workshops where those with a diverse range of accessibility needs provided their requirements for the app were instrumental in defining the user experience. A group were also assembled to test out the app and how it works in the real world, which then helped to get it to where it is today. We also have a dedicated accessibility panel who we regularly meet and consult with (virtually, of course!) who’ve made the launch of this app as accessible as possible.

What about the future?

We want this to just be the start! Although we’ve initially focussed on making the rail travel experience better, we want to take the same concept to every mode of transport. Soon we want to see all disabled people easily booking bus, airport, tram and taxi assistance through our one handy app. These things will take some time and a lot of brain power, but anything worth having is worth working for and we’re willing to put the work in. We hope you’ve enjoyed learning more about the Transreport story and if you have any questions about the app you can get in touch here.

Transreport founder Jay Shen at workshop standing in front of a screen
Jay Shen with five other people, they are all facing the camera and smiling.
Jay Shen presenting to the room of people sitting on chairs.

“We are an accessibility business first and foremost. Our ambition is to use innovative technology to improve social and economic outcomes and to make people’s everyday lives easier, particularly the most vulnerable groups within our communities. We’re already exploring how we can take this solution and apply it to other modes of transport such as buses and coaches, and air travel.”

Jay Shen
Transreport founder