CrossCountry Trains
Travel Assistance
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. During our Contact Centre opening hours, CrossCountry will provides Passenger Assistance with 6 hours booking notice on the same of day of travel. Our contact centre opening hours are 08:00 – 22:00 Sunday - Saturday (Except 25 & 26 December when we are closed).
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. If this is the case, we will contact you to discuss your journey options, including how you might want to undertake your journey.
For more information, please speak to our Passenger Assist team – See below how to contact them.
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.
How to book Passenger Assist
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:
Telephone: 0800 030 9224 (Freephone, including from mobiles)
Textphone: 0800 030 9230
Lines are open 08:00-22:00 Sunday - Saturday
You can now request assistance via your smartphone using the Transreport App: Download on the App Store or Google play. To find out more please visit the National Rail website.
What if I can't book Passenger Assist 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.
Further 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 nationalrail.co.uk
- For station facilities visit the Station information section
- Save up to 1/3 on most tickets with a Disabled Persons Railcard (this will navigate you to www.railcard.co.uk)
- For a full range of services, review the Accessible Travel Policy or visit the CrossCountry Passenger Assist and Customer Relations offices
- Plan your route around a particular station with Stations Made Easy (this will navigate you to www.nationalrail.co.uk)
- To ensure we are able to book your assistance correctly, please ensure you have already booked your tickets online and have your transaction ID (this can be found on your booking confirmation e-mail) and seat reservations ready before completing the form below.
- We can provide timetables and other information in other formats including large print.
Changes to my Journey
Check the most up to date information about your journey and available facilities using our JourneyCheck page. This includes changes to on board facilities such as the availability of accessible toilets and any changes to station access.
If things go wrong
Customers are at the heart of all that we do, and we work hard to ensure we deliver assistance in the right way for every journey. However, sometimes things go wrong, and we may not be able to provide the level of service that we promised. When assistance has been booked through Passenger Assist but has not been provided as expected, please contact our Passenger Assist team and we will investigate why this happened, and what action we intend to take to ensure it does not reoccur.
You can either give us a call on 0800 030 9224 (Freephone, including from mobiles) or via email to customer.relations@crosscountrytrains.co.uk
Requesting Passenger Assist online
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 0800 030 9224 or 0800 030 9230 for textphone users. Or you can send us a direct message on Twitter @CrossCountryUK and we will be happy to help.
Please see our Privacy Policy for details on how we protect your personal information.