Passenger Assist is a service provided by all train operators which enables disabled and older customers to plan and book assistance requirements in advance of a journey.
We can help with all aspects of your journey such as:
Planning your journey, choosing the best trains, times, tickets
Getting on and off the train (including providing ramps, sight guidance, etc)
Moving between platforms and around the station
Purchasing tickets
Advising what facilities are available on board and at the stations
Luggage - you can bring up to three pieces of luggage onboard, including one large item (max weight 23kg) and two smaller items. Please bear in mind some stations only have a single member of staff so please keep luggage to a minimum and use wheeled suitcases to make it easier for us to help you.
Passenger assistance, information and booking
By Phone:
- Tel: 0800 028 2878 (Free from landlines and mobiles)
- Text Type: 18001 0800 028 2878
Online
If you booked an Advance ticket on our website or app, you can request assistance in My Bookings.
Alternatively, you can request assistance for any ticket type on the Passenger Assist website.
We will contact you once your request has been validated and confirmed, or if there are any problems.
Passenger Assistance App
The Passenger Assistance app is an easy way for disabled people and companions to request assistance for train travel across Great Britain.
Recommended booking notice period
To make sure that our staff can give you the best service and notify you if there is anything that will affect your journey, we recommend booking assistance in advance, giving us a minimum of two hours notice where possible.
What to do if the assistance you booked was not Provided
If you are travelling and the assistance you arranged has not been provided, or you find that you do need help, then you may wish to contact our 24/7 team for further support on 0345 600 7245 (Option 0).
To make a complaint, please contact our Customer Relations team:
Freepost: GREATER ANGLIA CUSTOMER RELATIONS
email: [email protected]
Tel: 0345 600 7245 (Option 8)
Type Text: 18001 0800 028 28 78