Travelling by train as a Disabled person should be clear, accessible and manageable, which is where Passenger Assistance can support you.
Everyone travels differently. Some people like to plan ahead. Some people use Turn Up and Go. Some people travel spontaneously. Others prefer to know each step before they leave home.
All of these choices are valid.
Passenger Assistance is there if requesting support in advance helps you feel more prepared. It gives Disabled passengers, older people and people with access needs a way to share what support they would like before they travel.
Planning your train journey
Train travel can involve a lot of information.
You may want to check your route, station facilities, platform changes, journey times or how busy the station might be.
For some Disabled passengers, this extra planning can feel tiring. The barrier is not the person. The barrier is often unclear information, inaccessible systems or not knowing what support will be available.
Passenger Assistance can help reduce some of that uncertainty.
Through the Passenger Assistance app or Webサイト, you can request assistance before your journey and share your access needs with the train company.
What support can you request?
You can request different types of support, depending on what you need for your journey.
This might include:
- Help getting on or off the train
- Ramp support
- Help moving through the station
- Support changing trains
- Help finding the right platform
- Clear information from staff
You can also add notes in your own words.
This helps staff understand what support has been requested before you arrive.
Using the Passenger Assistance app
The Passenger Assistance app is the easiest way to request assistance for a train journey.
You can use it to choose your journey, share your access needs and send your request to the train operator.
You can also create a Passenger Assistance profile. This can make future requests quicker because your details and access considerations are already in one place.
You decide what information to share.
Travelling your way
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 the reassurance of requesting assistance before they travel. Others prefer to arrive at the station and ask for support on the day.
There is no right or wrong way to travel.
Passenger Assistance simply gives you another option if planning ahead works better for you.
Stories from Disabled passengers
Every passenger’s experience is different.
Umaymah, a Disabled person and wheelchair user, shares how Passenger Assistance helps make wheelchair train travel feel clearer and more manageable.
Becky’s story shows how planning train travel as a Disabled person can feel easier when requesting assistance only takes a few minutes.
Ronnie shares how Passenger Assistance can support confidence and independence after a dementia diagnosis.
These stories show that accessible travel is not one-size-fits-all. Different passengers face different barriers, and different types of support can make a difference.
Getting quick answers with Ask PA
You can also use Ask PA, the Passenger Assistance WhatsApp service.
Ask PA can help you check station accessibility information, manage your assistance request and get updates while on the go.
It works alongside the Passenger Assistance app, giving you another way to find information before or during your journey.
Start using Passenger Assistance
Travelling by train as a Disabled person 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.