Passenger Assist is a national system used by all train companies, which allows us to make the necessary arrangements for your journey. If you have a disability, a non-visible impairment, any mobility impairment, or if you are an older customer, you can pre-book journey assistance.
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.
Requesting Passenger Assistance
There are several ways you can book your assistance in advance.
Passenger Assistance by Transreport App
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.
Passenger Assistance by Transreport Webform
You can now request assistance using the Transreport Webform. To find out more or request assistance using webform please visit the Passenger Assistance website.
By Telephone - 0800 030 9224
By text relay service - 18001 0800 030 9224
You can book assistance with us 24 hours a day (except 25th and 26th December). Our contact centre operates between 08:00 and 22:00 and outside of these times our third-party supplier will process your assistance booking. We are unable to make any bookings on 25th and 26th December, however our third party supplier will reopen for bookings at 00:01 on 27th December to allow bookings to made for morning services.
Website bookings will be processed during the above operating hours, therefore bookings made between 22:00 on 24th December and 08:00 on 27th December will be processed when our contact centre reopens at 08:00 on 27th December.
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 National Rail.
- For station facilities visit the Station information section
- Save up to 1/3 on most tickets with a Disabled Persons Railcard
- 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
- 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.
- If you require assistance with your journey, but do not want to have your data recorded, just call our team on 0800 030 9224 or 18001 0800 030 9224 for textphone users. Or you can send us a direct message on X- @CrossCountryUK and we will be happy to help. Please see our Privacy Policy for details on how we protect your personal information.
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 Assistance but has not been provided as expected, please contact our Passenger Assistance team and we will investigate why this happened, and what action we intend to take to ensure it does not reoccur. We understand the inconvenience caused when assistance is not delivered, so we will also provide you with appropriate redress for your journey. If your journey involved multiple train companies, including CrossCountry, we will co-ordinate a single response on behalf of all operators involved. If the failed assistance was when travelling on another operator’s train, we will transfer the complaint to that operator. We will always ask for your consent prior to doing this.
If you would like to make a complaint about our Passenger Assistance Service, you can contact us here.
