Train travel for deaf or hard of hearing passengers should come with clear information, accessible communication and support when it is needed.
Across the UK, more than 18 million adults are deaf, have hearing loss or tinnitus, according to RNID. That is around 1 in 3 adults.
Train travel can still create barriers for deaf or hard of hearing passengers. Announcements may be missed. Information may change quickly. Staff may not always know the best way to communicate. Busy stations can also make it harder to follow what is happening.
Passenger Assistance can help if requesting support before you travel would make the journey feel clearer.
How Passenger Assistance can help
Passenger Assistance gives Disabled passengers, older people and people with access needs a way to request support before a train journey.
If you are deaf or hard of hearing, you can use the Passenger Assistance app or website to share what support would be useful.
This might include:
- clear written information from staff
- help finding the right platform
- support if there are platform changes
- information about where to go when you arrive
- help changing trains
- support if announcements are missed
- extra time to board
You can add notes in your own words.
This helps staff understand what support has been requested before you arrive.
Planning your journey
Planning ahead is not a requirement. But some passengers find it helpful.
Before you travel, you may want to check your route, train times and whether your journey involves changing trains.
You may also want to keep your ticket and assistance request easy to find.
The Passenger Assistance app is the easiest way to keep your journey details, access needs and assistance request in one place.
For a step-by-step guide, read: How to use Passenger Assistance.
Checking station and train information
Many stations and trains have visual information screens. These can show train times, platforms, stops and service updates.
If you use hearing aids, you may also want to look for hearing loop signs at ticket offices, information points or help points.
Availability can vary by station and train company, so it can help to check before you travel.
You can use Ask PA, the Passenger Assistance WhatsApp service, to check station accessibility information and manage your assistance request on the go.
Read more here: Train assistance on WhatsApp: how to use Ask PA.
Discounted rail travel
Some deaf or hard of hearing passengers may be eligible for a Disabled Persons Railcard.
National Rail says the Disabled Persons Railcard gives 1/3 off rail travel for eligible passengers and one adult companion.
Buying a ticket with a Disabled Persons Railcard does not tell the train company that you need assistance.
If you would like support for your journey, you can request Passenger Assistance separately.
Using other communication support
Some train companies and station operators offer extra communication support.
For example, some rail services use SignLive or other tools to support British Sign Language users. GTR has offered free use of SignLive across its managed stations, trains and call centres.
Network Rail has also invested in British Sign Language screens, station navigation tools and other accessibility improvements at its managed stations.
Services can vary, so it is worth checking with the train company or station before travelling.
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.
Some people request assistance before they travel. Some people travel spontaneously. Others use Turn Up and Go.
All of these choices are valid.
Passenger Assistance simply gives you another option if planning ahead helps.
Start using Passenger Assistance
Train travel for deaf or hard of hearing passengers should come with clear information, accessible communication and choice.
Passenger Assistance can help you share your access needs before your journey and request the support that works for you.
To request assistance for your next train journey, visit passengerassistance.com or download the Passenger Assistance app.