A question we are often asked is how far in advance for train assistance do you need to make your request. This differs depending on how you request it however with Passenger Assistance you can request assistance for a train journey up to 2 hours before your journey is due to start.
This means you do not need to pre-book train assistance days in advance, although some passengers prefer to plan earlier.
You can request support through the Passenger Assistance app or website. The app is the easiest way to keep your journey details and assistance request in one place.
Do I need to pre-book train assistance?
No, you do not have to pre-book train assistance.
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. Others travel spontaneously or ask for support when they arrive at the station.
All of these choices are valid.
How long before I travel should I request assistance?
You can request Passenger Assistance up to 2 hours before your train journey starts.
Planning ahead can help if you want to share your access needs before you travel.
It can also help if your journey involves changing trains, travelling through a busy station or support from more than one train company.
Can I request train assistance on the day?
Yes. You can request train assistance on the day, as long as your journey is more than 2 hours away.
If your journey starts sooner than that, you can still travel. You can ask for support at the station through Turn Up and Go.
You may also want to speak to station staff when you arrive.
What if I am travelling very soon?
If you are travelling very soon, go to the station and speak to a member of staff.
You can also contact the train company you are travelling with.
Passenger Assistance helps you request support before you travel, but assistance at the station or on the train is provided by the train company or station team.
How to request assistance before travelling
You can request assistance through the Passenger Assistance app or Webサイト.
You can use Passenger Assistance to:
- Choose your journey
- Share your access needs
- Request the support you would like
- Add notes for staff
- Keep your assistance request in one place
Once your request has been confirmed, you will receive a notification.
Start using Passenger Assistance
You do not have to pre-book assistance to travel by train.
But if planning ahead helps you feel more prepared, Passenger Assistance gives you a simple way to request support before your journey.
To request assistance for your next train journey, visit passengerassistance.com or download the Passenger Assistance app.