Getting assistance when you travel by train as a wheelchair user should be clear, accessible and manageable, which is how Passenger Assistance can help.
Some wheelchair users prefer to plan journeys in advance. Others travel spontaneously or use Turn Up and Go. Everyone travels differently, and all of these choices are valid.
Passenger Assistance is there if requesting support before you travel helps you feel more prepared.
What support can wheelchair users request?
Wheelchair users can request different types of support for a train journey.
This might include:
- Ramp support to get on or off the train
- Help moving through the station
- Support finding the right platform
- Help changing trains
- Extra time to board
- Information about where to go when you arrive
- Support from station or train staff
You can also add notes in your own words. This helps staff understand what support has been requested before you arrive.
A wheelchair user’s Passenger Assistance story
Umaymah is a Disabled person and wheelchair user who uses Passenger Assistance when travelling by train.
For Umaymah, requesting assistance in advance helps make the journey feel clearer, calmer and more manageable.
You can read her story here: Travelling by train as a wheelchair user: Umaymah’s Passenger Assistance story.
How to request Passenger Assistance
You can request assistance through the Passenger Assistance app or Webサイト.
The app is the easiest way to keep your profile, journey details and assistance requests in one place.
You can use Passenger Assistance to choose your journey, share your access needs and request the support you would like.
Your request is then sent to the train company supporting your journey.
For a step-by-step guide, read our blog: How to use Passenger Assistance.
Using Ask PA while you travel
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.
This can be useful if you want quick answers before or during your journey.
Read more in our blog: Train assistance on WhatsApp: how to use Ask PA.
Do I have to request assistance before travelling?
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.
Passenger Assistance simply gives you another option if planning ahead works better for you.
Start using Passenger Assistance
Travelling by train as a wheelchair user should come with clear information, choice and support.
Passenger Assistance can help you share your access needs and request support before you travel.
To request assistance for your next train journey, visit passengerassistance.com or download the Passenger Assistance app.