HELP WITH YOUR JOURNEY

Passenger Assist is a national booking system that operates across the whole National Rail network. The Passenger Assist service remains available during the current Covid-19 restrictions and it is operating as normal. A 'turn up and go' service is also available if you have not made an assistance request in advance. To book assistance please click the ‘BOOK ASSISTANCE’ button below.

You can arrange Passenger Assistance for your entire journey, buy a ticket and reserve a seat by calling our friendly Passenger Assist team from 0800 – 2200, 7 days a week (except Christmas Day) on 0800 316 1323. Hearing impaired passengers may wish to use the Text Relay service by downloading the Relay UK app and using the number 18001 0800 316 1323 to contact our Passenger Assist team. Visit https://www.relayuk.bt.com/ for more information.

Whether assistance is needed when getting on or off the train, a ramp is required for your wheelchair or you need help with luggage, please book assistance. There’s lots more detail on the service we offer in the ‘Making Rail Accessible’ section below.

We offer the ability to book and reserve assistance 6 hours before you travel for same day travel.  If you wish to make a booking between the hours of 2200 and 0800 please request assistance using the ‘BOOK ASSISTANCE’ button below which is available 24 hours a day.  Please note, if you are booking assistance for first thing the next day, we advise you submit this booking to our team before 2200 to ensure it has been confirmed.

If your journey involves another train operator and we need them to confirm part of your journey, it might depend on their opening hours to enable us to confirm your assistance.  If this is the case, we will contact you to discuss your journey options, including how you might want to undertake your journey.

You can now request assistance via Passenger Assistance by Transreport – a new smartphone app. Find out more about the new assistance app and how to download it by visiting the National Rail Passenger Assist page.
 

Passenger Assist

Making Rail Accessible

Our Accessible Travel Policy (Making Rail Accessible) details the services that passengers can expect when travelling with us or using stations along our route. Click here to download our policy document or download the leaflet by clicking the link below.

Download Here

Wheelchair User Spaces

We have designated, separate spaces for wheelchair users on board: 1 space in First Class and 1 space in Standard Class. Companion seats are as close as possible to the wheelchair user spaces. Maximum wheelchair dimensions: 70cm wide, 120cm long, 135cm high and weighing no more than 300kg.

Disabled Persons Railcard

The Disabled Persons Railcard gives one third off all train travel, regardless of the time of day, to passengers with disabilities that make train travel difficult. For more information about railcards and how you can save 33% on your rail travel fares, click below.

Find Out More

On Board Facilities

Our Paragon trains have designated wheelchair user spaces, companion seating if needed, priority seating and large accessible toilet facilities. Priority seating has full access to accessible facilities and exits. Ramps are also available for boarding and departing our services. On Board colleagues have received comprehensive training in how to support older and/or disabled passengers. 

Station Accessibility


You can find accessibility and mobility access details for any UK National Rail station on our Station Information page. This information is regularly updated by National Rail Enquiries.

Check Station Information

Accessibility During Disruption

When services are disrupted, we will do everything possible to ensure that our disabled passengers are able to continue with their journeys, proactively taking your needs into account in our contingency plans and the service we provide on the day. Find out more in our Accessibility Travel Plan – ‘Making Rail Accessible’ detailed above.

Sunflower Lanyards

The Sunflower Lanyard has been specifically designed to act as a discreet sign that the wearer, or someone in their party, has a hidden disability and may need additional help during their journey. Our team on board and at the stations we call at will recognise and understand the symbol, but will not know your individual need. If you need specific assistance just ask and they’ll do their best to help. If you have a disability which means that you find verbal communication difficult, please ask for a lanyard with a card on which you can write what help you may need or you can write something down to show staff what you need help with.

If you would like a lanyard, please see the On Board Manager on our train, ask staff at a participating staffed station, e-mail our customer services team or call Passenger Assist on ​0800 316 1323 and we’ll send one out to you in the post. Please do not provide us with information about your hidden disability. We process personal data in line with our Privacy Policy.

Passenger Assist FAQs
Passenger Assist is a national booking system that operates across the whole National Rail network, meaning you can request assistance nationwide. Our friendly team are happy to provide assistance, from help getting on or off the train to providing a ramp or helping with your luggage.
You can reach our Passenger Assistance team by:
Phone – call the team on 0800 316 1323 between 0800 – 2200
Online form – submit your request by completing our online form
Text Relay – hearing impaired passengers may wish to use the Text Relay service. Download the Relay UK app and use the number 18001 0800 316 1323 to get in touch with the team
Assistance with buying tickets and booking seats or a wheelchair user space.
Help when arriving at the station.
Help to get from the taxi rank into the station.
Help to move around the station.
Help getting on and off the train.
Ramps to help with boarding and alighting from the train.
Help with luggage.
A taxi to take you from/to inaccessible stations, without additional charge.
Help with connecting travel arrangements, including reservations on services run by other train operating companies, when reservations are available.
Assistance to/from connecting trains.
Details of the accessibility of stations.
Yes, our friendly team are still available to accommodate your Passenger Assist requests during this time. Staff on board and at stations will do their best to provide assistance, but we do recommend booking your assistance request in advance so any necessary measures can be put in place for you. During the provision of your assistance staff will aim to, where applicable, be using the appropriate personal protective equipment.
You can book and reserve assistance 6 hours before you travel for same day travel. If you are booking assistance for first thing the next day, we do advise that you submit your booking to our team before 2200 to ensure it has been confirmed.

If you are unable to book assistance in advance, we will still provide help where possible. A 'Turn Up and Go' service is available to provide assistance to those who have not booked in advance, but we cannot always guarantee that space will be available on the train.
To reserve a wheelchair user space, please contact our Passenger Assist team who will be happy to help. You can reach them by calling 0800 316 1323 (between 0800 – 2200).

Alternatively, call our Telesales team on 0345 071 0222, option 3 (0800 – 2200, 7 days a week except Christmas Day and 26th December).
On board our Paragon fleet, we have separate, designated spaces for wheelchair users – 1 space in First Class and 1 space in Standard Class.

Our maximum wheelchair dimensions are: 70cm wide, 120cm long, 135cm high and weighing no more than 300kg.
You can get in touch with our Passenger Assist team and they can help you with making a reservation.
Yes, we welcome assistance dogs on board our services and are happy to accommodate them. Dogs are not permitted to occupy customer seating for safety and hygiene reasons.
Our Accessible Travel Policy (Making Rail Accessible) can be found on our Passenger Assist webpage. You are welcome to download this document detailing the services that passengers can expect when travelling with us or using stations along our route.
If you would like a copy of our Accessible Travel Policy, you are welcome to request a printed version from our Hull offices, or if you require a copy in other formats (eg. Large Print) please get in touch.
Your comments are important to us. Whether you have general feedback, praise or a complaint regarding Passenger Assist, we want to hear from you. Visit our Contact Us page for ways to get in touch with us.
If the assistance you have booked is not provided or does not meet your requirements, let a member of staff or our Passenger Assist team know at the time so that we can resolve the issue. If you need to provide feedback after travelling, please contact our Passenger Assist team. Where things have not gone as planned, we will use feedback provided to improve how we work and the approach of others who provide the assistance service on our behalf.

Where assistance has been booked on our services but has not been provided, we will offer you a refund for the cost of that journey i.e. 100% of the single ticket, or 50% of a return. You can claim this by contacting our Passenger Assist team or Customer Service team. You will need to provide proof of purchase, i.e. a copy of your train tickets or your booking confirmation, along with your Passenger Assistance reference number, which can be found on your confirmation email.

We will coordinate a response to your complaint, should your journey have involved multiple train companies, and we will provide you with a full explanation, including why it happened and what mitigating actions we intend to take as a result.

Where both Passengers’ Charter and Passenger Assist compensation could apply, you will be entitled to whichever value is the highest but will not be able to claim both.  We will also always comply with the Consumer Rights Act 2015. In line with the National Rail Conditions of Travel, we will consider all additional compensation claims for any losses or extra costs caused by a service failure. We will take each case on its merits and respond appropriately.  
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