Which train companies use Passenger Assistance? Across the UK, all rail operators use Passenger Assistance to help Disabled passengers, older people and people with access needs request support before they travel.
UK train companies using Passenger Assistance
The Passenger Assistance app can be used to request support with the following UK train companies and rail organisations:
- Avanti West Coast
- Chiltern Railways
- CrossCountry
- East Midlands Railway
- Grand Central
- Great Western Railway
- Thameslink Railway, including Gatwick Express, Great Northern, Southern and Thameslink
- Hull Trains
- LNER
- Network Rail
- Northern
- ScotRail
- Southeastern
- South Western Railway
- Transport for Wales Rail
- TransPennine Express
- West Midlands Trains
- Heathrow Express
- Elizabeth line
- Eurostar
- c2c
- Caledonian Sleeper
- Greater Anglia
- Merseyrail
- Lumo
- London Overground
The Passenger Assistance app gives passengers a simple way to share their journey details, access needs and the support they would like with train operating companies.
Your request is then sent to the train company supporting your journey.
You can use the Passenger Assistance app to request assistance with many train companies across the UK. Passenger Assistance is also used by operators in other countries, including Japan.
What is Passenger Assistance?
Passenger Assistance is a service that helps passengers request support for train travel.
You can use it if you are a Disabled passenger, an older person or someone with access needs.
You may want help getting on or off a train. You may need a ramp, support changing trains or help finding the right platform. You may also want to share information with staff before you travel.
The Passenger Assistance app lets you do this in one place.
Passenger Assistance outside the UK
Passenger Assistance is also used by rail operators in Japan. To learn more about Passenger Assistance in Japan, click here.
How the Passenger Assistance app works
The Passenger Assistance app lets you request support for your train journey in a few steps.
You can:
- create a secure profile
- share your access considerations
- choose your train journey
- select the support you need
- add notes for staff
- send your request to the train operator
- view and manage your assistance requests
Once your request is confirmed by the train company, you will receive a notification.
This helps keep your journey details and assistance request in one place.
Why it helps to know which train companies use Passenger Assistance
Train journeys can involve more than one operator.
You might start your journey with one train company, change trains at a Network Rail station and finish your journey with another operator.
This can make information harder to manage.
Passenger Assistance helps by sending your request to the train companies involved in your journey. It can help staff understand what support has been requested before you arrive.
This can make your journey feel clearer and more manageable.
Can I still Turn Up and Go?
Yes.
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 prefer to request assistance before they travel. Some people use Turn Up and Go. Some people travel spontaneously. Others like to plan each step in advance.
All of these choices are valid.
Passenger Assistance is simply another way to support your journey if planning ahead helps you feel more prepared.
Using Ask PA with Passenger Assistance
You can also use Ask PA, the Passenger Assistance WhatsApp service.
Ask PA can help you get quick answers while planning or travelling.
You can use Ask PA to check station accessibility information, manage your assistance request and get updates on the go.
Ask PA works alongside the Passenger Assistance app. Together, they can help you request support, check information and manage your journey more easily.
Start using Passenger Assistance
You can use Passenger Assistance with many train companies across the UK and in other rail networks.
The app is the easiest way to keep your profile, journey details and assistance requests in one place.
To request assistance for your next train journey, visit passengerassistance.com or download the Passenger Assistance app.