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Please note: We are currently experiencing a high number of Delay Repay claims, if you have received a case reference your claim will be processed as soon as possible, you do not need to contact our teams.

Industrial action announced for Saturday 13, Thursday 18 and Saturday 20 August -  more information.

Due to strike action by the ASLEF union, there will be no CrossCountry services running on Saturday 13 August - more information

Travel Assistance

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

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Your Journey

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Your journey

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Station Finder

Please note: From Monday 19 July Government guidelines have changed on social distancing and face coverings, please visit here for advice and guidance about your journey.

We want everyone to travel with confidence. That is why, if you are planning on travelling on national rail services, you can request an assistance booking in advance - now up to 2 hours before your journey is due to start, any time of the day. For more information about Passenger Assist and how to request an assistance booking via Passenger Assist, please visit the National Rail Enquiries website.

Please be aware that you can “turn up and go” without booking assistance in advance. If you require assistance at short notice, please make yourself known to a member of staff or use a Help Point when you arrive at the station.

 

Requesting Passenger Assistance 

By Telephone

Telephone: 0800 030 9224 (Freephone, including from mobiles)
Lines are open 24 hours a day (except Christmas Day and Boxing Day).

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.

 

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.

Please Note! 

This webform is only monitored between the hours of 08:00 – 20:00 (8am – 8pm), so your request may not be confirmed within 2 hours. If you are making your request, outside of these times OR for travel on the same day, please call our team on 0800 030 9224 alternatively, you can still request assistance via the Passenger Assistance App. 

Your details

Outward journey details

Does your journey include a change of train?

Is this a one way train?

Return journey details

All information is required

Use same station

Does your journey include a change of train?

Visibility / hearing assistance

All information is required

Mobility assistance

All information is required

General assistance

All information is required

Do you agree for your personal and journey data to be 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 that they can arrange and carry out assistance on your behalf?

From time to time we need to share Passenger Assist data with the rail regulator and their research suppliers to conduct research in order to drive customer journey improvements. Do you agree to be contacted regarding your experience?


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