We're here to help when you need extra assistance when making your journey.
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You can book up to 90 days in advance.
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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.
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
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.
Telephone: 0800 030 9224 (Freephone, including from mobiles)
Lines are open 24 hours a day (except Christmas Day and Boxing Day).
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 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 give us a call on 0800 030 9224 (Freephone, including from mobiles), use Text Relay on 0800 030 9230 or get in touch via email to [email protected].