We're here to help when you need extra assistance when making your journey.
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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 Passenger Assist service.
Our Passenger Assist team will help you plan your journey, go through your ticket options, and pre-arrange the assistance you need when you travel.
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.
From time to time we need to share Passenger Assistance data with the rail regulator and their research suppliers to conduct research in order to drive customer journey improvements.
Personal and journey data is gathered and held within the Passenger Assist booking system for TWO years, and made available to all Train Operating Companies and Network Rail for all your bookings, in order to arrange and carry out assistance on your behalf.
You can book assistance for your journey when you buy your tickets through our website or by using the form below. Alternatively you call our dedicated Passenger Assist team to book the assistance for your journey.
We kindly ask that you give us 24 hour's notice before you intend to travel if arranging assistance online and 24 hours' notice before you intend to travel if arranging assistance by telephone or textphone so that we can make the necessary arrangements for you.
Please note: Our call centre closes at 8pm so you can book assistance up until 8pm the day before your journey. You do not have to give more than 24 hours’ notice to book assistance.
Lines are open 08.00 - 20.00 Monday to Sunday (except Christmas Day and Boxing Day).
Telephone: 0800 030 9224 (Freephone, including from mobiles)
Textphone: 0800 030 9230
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.
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 nationalrail.co.uk
In order for us to fulfil your Passenger Assist request via the form below we will need to capture and record your personal and journey data within the Passenger Assist booking system.
If you still require assistance with your journey, but do not want to have your data recorded, just call our team on 0344 811 0125 or send us a direct message on Twitter @CrossCountryUK and we will be happy to help.
If you are looking to book passenger assistance within 24 hours of travel please call us on 0344 811 0125.