How to request assistance for a train journey with Passenger Assistance

A hand holding a phone displaying the ‘Confirm Journey’ page in the Passenger Assistance app while standing on a train platform.

You can request assistance for a train journey through the Passenger Assistance app or website.

The Passenger Assistance app is the easiest way to request assistance. It keeps your journey details, access needs and assistance requests in one place.

Before you request assistance

Before you start, it can help to know:

  • where you are travelling from
  • where you are travelling to
  • the date and time of your journey
  • what support you would like
  • any access needs you want staff to know about

You only need to share the information that feels useful for your journey. While it is helpful, you can also request your assistance before you have bought your ticket on another website.

Step 1: Choose your journey

Phone displaying the ‘Create new Journey’ page in the Passenger Assistance app. On-screen text reads: “Tell us where you’re going - simply select your train journey in the app.”
Tell us where you’re going

Open the Passenger Assistance app and search for your train journey.

Add your departure station, arrival station and travel time. The app will show available journey options.

Choose the journey that works best for you.

Step 2: Select the support you need

Phone displaying the ‘Journey Assistance’ page in the Passenger Assistance app. On-screen text reads: “Choose the support you need. Select the help you need and add notes for staff if you want to.”
Choose the support you need

Next, choose the assistance you would like to request.

This could include support getting on or off the train, using a ramp, changing trains or moving through the station.

You can also add notes in your own words.

This can help staff understand what support has been requested before you arrive.

Step 3: Send your request

Phone displaying the ‘Confirm Journey’ page in the Passenger Assistance app, with an enlarged 'Journey Details' section. On-screen text reads: “Your assistance request is confirmed by the train company. You will receive a notification.”
Your request is sent to the train operator

Once your journey and support details are added, send your Passenger Assistance request.

Your request will be shared with the train company supporting your journey.

When your request has been confirmed, you will receive a notification.

You can view your assistance request in the app before you travel.

Can I request assistance on the website?

Yes.

You can also request assistance through the Passenger Assistance website.

The website can be useful if you prefer using a browser or do not want to download the app.

The app is often the easiest option because it keeps your profile, requests and journey details together.

Do I have to request assistance before travelling?

No.

Everyone travels differently.

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.

Passenger Assistance gives you another way to request support if planning ahead helps you feel more prepared.

It does not replace your right to Turn Up and Go.

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 once for all train journeys 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.