Covering over 1,400 route miles and calling at over 100 stations
- stretching from Aberdeen to Penzance, and from Stansted to
Cardiff - CrossCountry is the most extensive rail network in Great
Britain. With Birmingham at its core, CrossCountry provides fast
services to major English cities including Newcastle, Leeds,
Sheffield, Manchester, Bristol and Southampton as well as the
capitals of Wales and Scotland.
This document sets out our current arrangements for meeting the
needs of customers who are disabled, or whose mobility is impaired.
We will support independent travel as far as possible, with the
standards of information and access raised across the board so that
customers with mobility difficulties have more confidence in
At CrossCountry our policy is to maintain, and improve, current
standards of accessibility to services for people with disabilities
or whose mobility is impaired.
We will take account of provisions within the Equality Act 2010
working with other rail industry partners to ensure compliance
where complementary services (such as station services) are
supplied under contract. We strive to deliver a high standard of
care to all of our customers.
Assistance for Passengers
If you need support or assistance in making your journey our
JourneyCare service is here to help. Our dedicated staff can
provide information about CrossCountry services, (including details
of changed arrangements due to engineering work), the services
available at the stations we stop at, and arrange any assistance
you will need when you make your journey. You can also buy tickets
and make reservations for your journey through the JourneyCare
Although our JourneyCare team is dedicated to CrossCountry, they
have access to the national Stations Made Easy and Knowledgebase
databases and will be happy to help you wherever you're planning to
travel on the national rail network, regardless of the train
operating company involved. Their details follow:
A summary of the JourneyCare (Journey Care) contact details
Alternatively, you may want to contact your local station's
Train Operating Company. They will be able to provide information,
reserve seats or wheelchair accommodation on CrossCountry services
as well as arranging assistance for any rail journey.
To ensure that the best possible assistance is provided we
recommend that you give a minimum of 24 hours notice. JourneyCare
allows reservations to be made through the Passenger Assist system
. We strongly recommend that reservations are made. There will
however be occasions where this may not be possible. In these
circumstances, we will do everything possible to provide the
appropriate accommodation and all necessary assistance.
If you have not pre-arranged your journey please advise the
Train Crew, who will endeavour to arrange help for you. Priority
will however be given to customers who have booked assistance and
spaces/seats in advance.
As we do not operate any stations, any assistance provided
before or after boarding the train will be provided by that
station's operator. We will ensure that information regarding any
changes to the service provided is made available at the earliest
opportunity and appropriate alternatives are offered to enable you
to make your journey.
Alternative accessible transport
Where practicable we will ensure that provisions are made for
disabled customers when procuring taxi and bus services. When
negotiating such contracts, priority will be given to companies
with appropriate vehicles.
Where there is a requirement to replace trains with buses, we
will endeavour to provide accessible vehicles to enable disabled
customers to be accommodated. However, if these are not available,
alternative arrangements will be made (such as provision of a
suitable taxi) at no additional cost to you.
Where trains are replaced by other modes of transport, we will
give aural and visual information to enable disabled people to find
As we do not operate any stations we work with station operators
to ensure that when or where a station is inaccessible, suitable
alternative arrangements are provided. Our JourneyCare service can
provide details of your nearest accessible station or arrange an
alternative form of transport (such as a suitable taxi) to your
nearest accessible station according to your needs and the station
operators own policy.
We recognise that clear, concise information can make a real
difference in making travelling by train easier. You can get
detailed information about our services and the stations we stop at
through our JourneyCare service. And you can request this
information in alternative written or audio formats.
Alternatively, our website gives full details of station
facilities. We work with the station operators to ensure this
information is as up-to-date and accurate as possible.
The live database - 'Stations Made Easy' - also gives details of
accessibility and facilities at all national rail stations. This
database is updated as required to take account of temporary or
permanent changes to accessibility facilities. It can be accessed
through the National Rail Enquiries website at: www.nationalrail.co.uk/stations
or by calling 03457 48 49 50). Updates including live train service
information and details of planned engineering works can also be
obtained from National Rail Enquiries, either by telephone or
Copies of this document are made available free of charge from
all staffed stations which CrossCountry serve.
Tickets and fares
You can buy your ticket our website - crosscountrytrains.co.uk -
for travel on any train in Great Britain. If there's time we will
send your tickets to your home address or arrange for you to
collect them from a self service machine if the facility is
available at the station where your journey starts. You can also
print off your tickets at home or at work for many of our
Our website is the best place to find our cheapest tickets, plus
you can buy tickets in conjunction with a Disabled Persons Railcard
if you have one. If you're also booking assistance, please check
that this can be provided for the journey you want to make with our
JourneyCare team before confirming your ticket purchase.
Discounts for Disabled Passengers
The Disabled Persons Railcard is welcomed for purchasing reduced
price travel on all CrossCountry trains. This allows you, and an
adult companion travelling with you, to get 1/3 off most Standard
and First Class fares throughout Great Britain.
Details are available in the Rail Travel Made Easy leaflet,
published by the Association of Train Operating Companies (ATOC).
You can get a copy from any staffed station or by phoning the
Disabled Persons Railcard Application helpline on 0845 605 0525 or
by using the Disabled Persons
Passengers travelling in their own wheelchair are entitled to a
discount on some fares even if they do not hold a Railcard. A
companion is also eligible for the same discount.
Customers with visual impairments are also eligible for some
reduced fares even if they do not have a Railcard. If you have a
visual impairment you must be travelling with a companion to be
eligible for a discount. You must provide documentary evidence of
your disability. Your companion will also receive the same
Other ways to buy your ticket
- You can buy your ticket by calling our JourneyCare reservation
service in good time on 0344 811 0125 or by textphone on 0844 811
0126. We will send it to your home address or arrange for you to
collect it from a self service machine if a suitable one is
available at the station where your journey starts.
- You can buy your ticket from any station ticket office for
travel on any train journey.
- Self service ticket machines are available at a number of
If disability prevents you from buying your ticket before
boarding the train our staff will still offer you the same range of
walk-up fares on the train as those available at stations, with the
appropriate Disabled Persons Railcard reduction if applicable.
At the station
We call at over 100 stations, ranging from major terminals to
unstaffed stations, but do not operate any of them. Details of
station operators are shown at the end of this document.
The ease of access and the facilities and assistance available
at stations varies considerably. Most stations were built in the
19th Century when consideration of the requirements for access by
people with disabilities was often paid little regard. Considerable
improvements have been made at a number of stations across the
national rail network and we will actively work with station
operators in the planning of upgraded facilities.
At stations where our services call we have formal agreements in
place with the relevant station operators (either another Train
Operating Company or Network Rail). These agreements require them
to arrange mobility assistance at staffed and unstaffed stations
according to the station operators own policy. We regularly review
the effectiveness of these arrangements with the station operators.
The table at the end of this document shows the station operator at
each of the stations where we stop. At some stations assistance is
only available at certain times. Our JourneyCare team will be able
to advise regarding alternative travel arrangements. Where such
help will be required it needs to be pre-arranged using the
Passenger Assist system.
CrossCountry undertakes joint contract audits with other station
operators to review the provision of services and facilities.
Review of the facilities and services provided for customers with
disabilities, or whose mobility is impaired, forms an important
feature of these audits.
Specifically, we work with the station operators to ensure
- changes to a station's infrastructure does not impede the
ability of disabled passengers to access the station, and that any
changes are publicised appropriately and through the 'Stations made
- clear, consistent and up-to-date information about train
departures is provided both aurally and visually
- information points are provided at larger to provide
information regarding station facilities, train times, service
disruption and connecting transport in a useful, clear manner
- ticket machines provided at stations are accessible and can
sell tickets offering the Disabled Persons Railcard reduction
- any ticket gates are either staffed or locked open. Where gates
are in place, a wide gate is always available for those passengers
who find the narrow gates difficult or impossible to use.
- booked assistance with luggage is provided by station staff,
and they assist as much as they are able when assistance is not
- any left luggage facilities (including lockers) offered at
stations are accessible to all users
- suitable ramps at stations to assist in boarding the train are
provided (all our trains carry ramps to enable disabled passengers
to board / alight from the train at stations where ramps may not be
- every effort is made to ensure disabled passengers' access to
station facilities operated by third parties - e.g. shops and
On the train
Aural and visual information
All trains have public address equipment. Our
Voyager and Turbostar trains also have a visual display in each
coach showing the train's destination and next stop. The on-board
team will make clear announcements within two minutes when delays
occur and prior to each station, sufficiently in advance to enable
customers to be ready to alight. Customers who may have difficulty
hearing such announcements should advise a member of the on-board
team at the earliest opportunity.
Seats on trains
You can reserve a seat on many of our trains, and with some
types of tickets you will get a seat reservation automatically.
When you buy your tickets on our website, you can choose where you
want to sit from a plan of the train layout, and reserve that seat
if it is available.
All our trains have a number of 'priority' seats available for
customers who require additional space. Reservation of these seats
is also controlled through the Passenger Assist system and they are
only made generally available when all other reservable seats are
If you travel without a reservation our on-train staff will do
their best to ensure you get a seat.
Travelling with a wheelchair
All our trains can carry manual or powered wheelchairs, but
these need to be within the following dimensional and weight
|Length (including footplates)
|Height (including customer)
|Weight (including customer)
All trains have a wheelchair space in Standard class. Our
Voyager trains and High Speed Trains also have a wheelchair space
in First Class. The location of wheelchair spaces is clearly
indicated on the exterior of the train by the wheelchair users'
logo next to the appropriate door.
Wheelchair accessible toilets are available close to the
Ramps are available at staffed stations served by CrossCountry. All
our trains also carry ramps, we are therefore able to offer
assistance to and from the train at unstaffed stations provided
We will ensure that any spaces dedicated for wheelchairs are not
used for any other purpose and the need to keep these spaces clear
is a specific part of our luggage policy.
Travelling with Scooters
Our trains can convey only certain types of mobility scooter.
Many of the larger powered scooters cannot be conveyed on
CrossCountry due to their weight, dimensions and lack of
manoeuvrability. They may also pose a safety risk to other
passengers. Scooters with a small triangular footprint may,
however, be able to obtain access. You should seek advice from the
Users with models which can be folded down into lightweight
manageable components may take their scooter onto the train as
luggage. Customers or a travelling companion will need to be able
to carry the folded scooter on or off the train. It should be
stowed in the luggage rack or dedicated luggage compartment located
in coach D of our Voyager trains
Our rolling stock
A list of the different types of rolling stock used by
CrossCountry and the routes on which they normally run is shown
In every case, a wheelchair accessible toilet is provided close
to each wheelchair space.
Our on-board staff are briefed to look out for customers who
need extra help and to offer appropriate assistance when necessary,
including help alighting from the train.
To make the most of your journey we offer a wide range of food
and drink, all served to you at your seat, on many of our
long-distance services. Our at-seat service is available between
06.00 and 20.00 on services between Birmingham New Street and:
- Bristol Temple Meads / Plymouth
- Manchester Piccadilly
- Newcastle / Edinburgh
- Reading / Bournemouth
Catering is not provided at all on some services and may not be
available throughout the entire length of the journey. Our on-board
team will be more than happy to help you with any specific
You can travel by CrossCountry to reach many parts of the
country and if there's not a direct train, you can get to many
places by making one change. Where a change of train is necessary
we will ensure that this change can be made as easily as possible
by suggesting alternative connecting stations or through the use of
station assistance. Many of our customers start or finish their
journeys on train services provided by other Train Operating
Companies. CrossCountry will liaise with other train and station
operators to review, and where practical improve interchange
arrangements for all customers. We have identified alternative
interchange locations to Birmingham New Street, as this can be a
difficult place to change between trains. These include Cheltenham
Spa, Derby, Leamington Spa and Wolverhampton. These stations can
often be easier and more convenient places to change trains. Please
call our JourneyCare team on 0344 811 0125 for advice on
connections - our JourneyCare team will also be able to book your
tickets on any operator's services.
We will also work with station operators to request that other
transport connecting with stations is accessible, or an accessible
alternative is provided as far as is reasonably practicable.
Disruption to facilities and services
There are occasions where train services may be disrupted. In
the event of serious delay we want to ensure that the needs of all
customers are met, with particular regard paid to the requirements
of customers with disabilities and those whose mobility is
impaired. Anyone requiring help or advice, is encouraged to make
themselves known to on-board staff.
All on-board staff are encouraged to provide the highest levels
of customer service and are empowered to resolve appropriate issues
'on the spot'. They are empowered to make arrangements for
individual customers at times of severe disruption, in liaison with
the Customer Service Support Managers located in our Control
officers who will provide each station with your updated travel
You can send your comments from the help page of this website. Comment forms are
available from stations we call at or by telephoning, or writing
5th Floor, Cannon House
18 The Priory Queensway
Telephone: 03447 369123
Fax: 0121 200 6005
Textphone: 0121 200 6420
We are open from 08.30 to 20.00 Monday to Friday and Saturday
09.00 to 16.00.
Normally the CrossCountry Customer Relations team will respond
to customers in writing, and if requested to do so will reply in
large print, by telephone, textphone, or in any common audio
Copies of this document are made available free of charge from
all staffed stations which CrossCountry serve. The Policy can be
obtained in alternative formats on request such as large print and
any common audio format. We will supply this within seven working
Station accessibility information
While we do not operate any stations, we work with the relevant
station operators to ensure they provide the best service possible
to disabled customers. These operators also have their own Disabled
Persons Protection Policy to ensure that all passengers receive the
assistance which they need.
The table below shows the station owner at each of the stations
where we stop, along with contact details for their Customer
On some occasions, to allow track improvement work to take
place elsewhere, we serve the following stations