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.  To book assistance please click the button below. 

Arrange Passenger Assistance for your entire journey, buy a ticket and reserve a seat by calling our friendly Passenger Assist team from 0800 – 2200 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 relayuk.bt.com for more information.

Where assistance is needed when getting on or off the train, a ramp is required for your wheelchair or you need help with luggage, please complete the below form up to 2200 the day before you travel to book assistance. More details about the new customer Passenger Assist app will be announced later this year. 
 

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. You are welcome to download this document for more details.

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

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 adhere to social distancing guidelines and, where applicable, be using the appropriate personal protective equipment.
We recommend that you arrange travel assistance up to 2200 the day before travel whenever possible. This is so that the necessary measures can be put in place for you. This allows us to make the station staff and train crew aware of any arrangements needed. If you are unable to book assistance in advance, we will still provide help where possible, 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 2 (7 days a week 0900 – 1700).
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.

NEWSLETTER SIGN UP

This is not valid email address Hull Trains Privacy Policy

CHEAP TICKET ALERTS

  • 11 December 2020 Weekdays
  • 12 December 2020 Saturdays
  • 06 December 2020 Sundays
J J J F M A A S O N D M