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Travel assistance

We're here to help when you need extra assistance when making 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.

Our JourneyCare team will help you plan your journey, go through your ticket options, and pre-arrange the assistance you need when you travel.

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 Standard accommodation on all our trains, and in First Class on our High Speed Trains and Voyagers. 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. Our staff can also arrange seat reservations on the day of travel. Lines are open 08.00 - 20.00 Monday to Sunday (except Christmas Day and Boxing Day).

What if I can't book JourneyCare in advance?

We understand that sometimes life can't always be planned ahead, 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?

The information provided above is a summary of what is available on the National Rail Enquiries website to help make your journey go as smoothly as possible. If you wish to find out more please visit


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