Assisted travel
We're here to help when you need extra assistance on your journey.
We want travelling with us to be easy for all our customers, from when you plan your journey to when you arrive at your destination. If you require any extra assistance to help you make your journey, we offer our JourneyCare service.
You can pre-book this service on our website or you can contact us by telephone or textphone. By contacting us before you travel we’ll try, wherever possible, to have staff meet you on arrival and help you throughout your journey.
There are dedicated spaces for wheelchair users in both First Class and Standard accommodation on all our trains. If you need help getting on and off the train, we will make arrangements for you to be assisted during your journey, including during any changes you need to make between trains.
How do I arrange assistance online?
You can select and book assistance for your journey when you buy your tickets – our website lets you choose exactly what help you need from a number of options. Please give us at least 48 hours notice before you intend to travel so that we can make the necessary arrangements for you.
How do I arrange assistance by telephone or textphone?
Alternatively, you can call our dedicated JourneyCare Team to book assistance and buy your tickets. Please give us at least 24 hours notice before you intend to travel if arranging assistance by telephone or textphone. Lines are open 08.00 – 20.00. On Christmas Eve lines are open 08.00 - 18.00. Lines are closed on Christmas Day and Boxing Day.
- Telephone: 0844 811 0125
- Textphone: 0844 811 0126
What if I can't book JourneyCare in advance?
We understand that sometimes life can't always be planned in advance, and we'll still do our best to provide the same level of help in those circumstances – just make the station and train staff aware when you arrive at your departure station.
Where can I get more information?
- For more advice on the facilities at the stations we call at, check our stations information section.
- A Railcard is available for passengers with disabilities which entitles the holder and their companion to discounted rail travel. It's well worth it - you can save 1/3 on most tickets. Visit the Railcards website.
- We also publish a Disabled People’s Protection Policy. It sets out the full range of services you can expect from us. This includes the right to buy your ticket on the train (for you and one person travelling with you) without facing any extra charges or penalties if you hold a valid Disabled Persons Railcard. You can also get a copy from our CrossCountry JourneyCare and Customer Relations offices.
- We can also provide timetables and other information in other formats, including large print.