As you get older, train travel can feel daunting. But with Passenger Assistance, it does not need to.
Whether you are travelling independently or with someone else, Passenger Assistance can help you request support before your journey.
Train stations can be busy. Platforms can change. Long walks through stations, luggage, steps and unclear information can all make a journey feel harder than it needs to be.
Passenger Assistance gives you a way to share what support you would like before you travel.
What support can you request?
You can request support that works for your journey.
This might include:
- Help moving through the station
- Support finding the right platform
- Help getting on or off the train
- Support changing trains
- Help with light luggage
- Clear information from staff
- Extra time to board
You can also add notes in your own words.
This helps staff understand what support has been requested before you arrive.
How Passenger Assistance can help
Passenger Assistance is there to allow you to pre-request your assistance ahead of your journey any time up to two hours before you travel.
You can request assistance through the Passenger Assistance app or Webサイト.
The app is the easiest way to keep your journey details, access needs and assistance requests in one place.
For a step-by-step guide, read our blog: How to use Passenger Assistance.
Travelling independently or with someone else
Some people travel alone. Some people travel with a partner, family member, friend or carer.
Passenger Assistance can help in either situation.
If you are travelling independently, it can give you reassurance that support has been requested before you arrive.
If you are travelling with someone else, it can help make the journey clearer for both of you.
Steve and Irene’s Passenger Assistance story
Steve and Irene use Passenger Assistance to make long train journeys feel easier and more manageable.
Both in their 80s, their story shows how requesting assistance can help with confidence, planning and support across a journey.
You can read their story here: Making long journeys easier with Passenger Assistance
Do you have to request assistance?
No.
Passenger Assistance does not replace Turn Up and Go.
Some people prefer to request assistance before they travel. Some people use Turn Up and Go. Others travel spontaneously.
All of these choices are valid.
Passenger Assistance simply gives you another option if planning ahead helps you feel more prepared.
Start using Passenger Assistance
Train travel as you get older should come with clear information, choice and support.
To request assistance for your next train journey, visit passengerassistance.com or download the Passenger Assistance app.