What happens after I request assistance? This is a common question when using Passenger Assistance for the first time.
In short once you send your Passenger Assistance request, it is shared with the train company or companies supporting your journey and they will take it from there.
Often it will be more than one train company that will support you when you are travelling as different companies manage different train lines and station.
The train company or companies will review the request and confirm the assistance. You will then receive an email confirmation.
You can request assistance through the Passenger Assistance app or website. The app is the easiest way to keep your journey details and assistance requests in one place.
Your request is sent to the train company
After you choose your journey and select the support you need, your request is sent to the train company.
This helps the teams supporting your journey understand what assistance has been requested.
You can also add notes in your own words. This can help staff understand your access needs before you arrive at the station.
You will receive confirmation
Once the train company confirms your request, you will receive a notification.
You can then view the details in the Passenger Assistance app.
This means you can check your journey, see what support has been requested and keep the information with you while you travel.
Before you travel
Before your journey, it can help to check your assistance request in the app.
Make sure your journey details, station information and support request are correct.
You can also use Ask PA, the Passenger Assistance WhatsApp service, to check station accessibility information or manage your request on the go.
What happens at the station?
When you arrive at the station, speak to a member of staff or go to the agreed meeting point if one has been provided.
Staff should be able to see what support has been requested from the information on your profile on Passenger Assistance.
This might include help getting around the station, finding the right platform, changing trains or getting on and off the train.
What if something changes?
Plans can change.
If you need to update or cancel your assistance request, you can manage this through the Passenger Assistance app or Webサイト.
You can also use Ask PA to view, manage or cancel assistance requests through WhatsApp.
Keeping your request up to date helps staff know what support is needed.
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.
Request assistance for your next journey
Passenger Assistance can help make train travel feel clearer and more manageable.
It gives you a way to share your access needs before you travel and keep your assistance request in one place.
To request assistance for your next train journey, visit passengerassistance.com or download the Passenger Assistance app.