Travel is about more than getting from one place to another.
It can mean seeing friends and family, going to work, attending events, exploring somewhere new or simply having more choice over how you spend your time.
But for many Disabled and older passengers, travel can still come with barriers. These might include unclear information, inaccessible stations, busy platforms, communication gaps or uncertainty about whether support will be in place.
Passenger Assistance was created to make one part of the journey easier: requesting support before travelling by train.
Designed to support, not replace
Technology should support human assistance, not replace it.
Passenger Assistance gives passengers another way to request assistance in advance, share access needs and keep journey details in one place.
When you make a request through the Passenger Assistance app or website, it is sent to the train company. The train company then reviews and confirms the assistance.
The assistance itself is provided by rail staff.
Passenger Assistance helps make the information clearer, so staff know what support has been requested before you arrive.
Request assistance in a way that works for you
Passenger Assistance has been designed to give passengers more choice.
You can use it to:
- request assistance before your journey
- share your access needs in your own words
- add notes for staff
- keep your journey details in one place
- manage your assistance request through the app or website
This can reduce the need to repeat the same information at different points in your journey.
It can also help passengers feel more prepared, especially when travelling through unfamiliar stations or making connections.
Passenger Assistance and Turn Up and Go
Passenger Assistance does not replace Turn Up and Go.
Disabled and older passengers still have the right to travel by train without requesting assistance in advance.
Some people prefer to plan ahead. Some people use Turn Up and Go. Others decide what they need on the day.
All of these choices are valid.
Passenger Assistance simply gives passengers another option if planning ahead helps.
Read more: Turn Up and Go and Passenger Assistance
Built with Disabled people
Accessible technology works best when it is shaped by the people who use it.
Passenger Assistance has been developed with feedback from Disabled people, older people and people with a wide range of access needs.
That feedback helps improve how the app and website work, how information is shared and how passengers can request the support that matters to them.
Inclusive travel is not a finished project. It depends on listening, learning and continuing to remove barriers.
Connecting people, places and experiences
At its core, travel is about connection.
As Passenger Assistance user Umaymah Dakri said:
“The Passenger Assistance app not only provides a functional and practical use, it allows for Disabled people to make meaningful connections, enabling a sense of belonging and community. I enjoy exploring new experiences with my friends and the Passenger Assistance app makes this possible.”
Whether you are travelling for work, leisure, family, friends or everyday life, Passenger Assistance can help you request support before your train journey.
How to request assistance
You can request assistance through the Passenger Assistance app or website.
For a step-by-step guide, read: How to use Passenger Assistance.
You can also visit passengerassistance.com to get started.