パッセンジャーアシスタンスとは It is an app and website that allows Disabled passengers, older people and people with access needs request support for train travel.
You can use Passenger Assistance before your journey to share what support you need. Your request is then sent to the train company, so the teams supporting your journey have the information ahead of time.
The easiest way to request assistance is through the Passenger Assistance app. You can also use the Passenger Assistance website.
Passenger Assistance is there if planning ahead helps you feel more prepared.
Who is Passenger Assistance for?
Passenger Assistance is for anyone who needs support when travelling by train.
This may include Disabled passengers, older people, people with access needs and anyone who faces barriers when using rail.
You do not need to have a visible impairment or mobility aid to request assistance.
Some passengers may need physical support. Others may need clearer information, help finding the right platform or support when changing trains.
Everyone’s journey is different.
What support can you request?
You can use Passenger Assistance to request different types of support for your train journey.
This might include help with:
- Getting on or off the train
- Using a ramp
- Moving through the station
- Finding the right platform
- Changing trains
- Carrying light luggage
- Getting to or from connecting services
- Sharing access needs with staff
You can also add notes to explain what support works best for you.
This helps staff understand what has been requested before you arrive.
How does Passenger Assistance work?
Passenger Assistance lets you share your journey details and access needs before you travel.
You choose your train journey, select the support you need and send your request.
Your Passenger Assistance request is then sent to the train operator. Once it has been confirmed, you will receive a notification.
You can view your request in the Passenger Assistance app. This helps keep your journey details and assistance information in one place.
Why Passenger Assistance can help
Train travel should be clear, consistent and accessible.
However, Disabled passengers, older people and people with access needs may still face barriers when planning or making a journey.
Information can be hard to find. Stations can be busy. Plans can change. It is not always clear who to ask or where to go.
Passenger Assistance can help reduce some of that uncertainty.
It gives you a way to share your access needs in advance. This can make the journey feel clearer and more manageable.
How to request Passenger Assistance
The easiest way to request Passenger Assistance is through the Passenger Assistance app.
You can use the app to:
- create a secure profile
- share your access considerations
- choose your train journey
- select the support you need
- add notes for staff
- send your request to the train operator
- view and manage your assistance requests
You can also request assistance through the Passenger Assistance website.
The website can be useful if you prefer to use a browser or do not want to download the app.
Do I have to request Passenger 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 passengers another way to request support. It does not replace your right to Turn Up and Go.
What is Turn Up and Go?
Turn Up and Go means travelling without requesting assistance in advance.
Disabled passengers can still arrive at the station and ask for support on the day.
Passenger Assistance is there if you want to plan ahead. Turn Up and Go is there if you want or need to travel more spontaneously.
You can choose the option that works best for you.
Using Ask PA with Passenger Assistance
You can also use Ask PA, the Passenger Assistance WhatsApp service.
Ask PA can help you get quick answers while planning or travelling.
You can use Ask PA to check station accessibility information, manage your assistance request and get updates on the go.
Ask PA works alongside the Passenger Assistance app. Together, they can help you request support, check information and manage your journey more easily.
Is Passenger Assistance only for wheelchair users?
No.
Passenger Assistance is not only for wheelchair users.
Wheelchair users can request assistance, including ramp support and help boarding or leaving the train. But Passenger Assistance is also for people with many different access needs.
This may include people with non-visible impairments, sensory access needs, anxiety, dementia, learning disabilities, long-term health conditions or temporary injuries.
You can request support based on what you need for your journey.
Passenger Assistance gives you another option
Accessible travel is not only about ramps, lifts and station facilities.
It is also about clear information, choice and confidence.
Passenger Assistance helps make it easier to share your access needs before you travel. It can also help reduce the need to explain the same information again and again.
You stay in control of what you share.
You decide whether requesting assistance in advance is right for you.
Start using Passenger Assistance
You can request assistance through the Passenger Assistance app or website.
The app is the easiest way to keep your profile, journey details and assistance requests in one place.
To request assistance for your next train journey, visit passengerassistance.com or download the Passenger Assistance app.