Trains (National Rail)

Passenger Assist

Passenger Assist is the free assistance service for disabled travelers on all National Rail trains in the UK. It covers help at the station, boarding the train, during the journey, and at your destination.

What Passenger Assist Provides

• A staff member meets you at the station entrance or a designated meeting point.
• Help navigating the station, including lifts, ramps, and finding your platform.
• A portable ramp deployed at the train door to bridge the gap between the platform and the carriage.
• Assistance with luggage.
• Staff at your destination station to help you off the train and out of the station.
• The service is completely free.

How to Book

1. Online: Visit the Passenger Assist website or use the app. Select your journey, specify what help you need, and book at least 6 hours before travel for guaranteed assistance.
2. By phone: Call the train company operating your route. Each train company has its own assistance line. National Rail Enquiries (+44 3457 48 49 50) can direct you to the right one.
3. Turn-up-and-go: If you did not book, you can still request help at any staffed station. Staff will do their best to assist, but there may be a wait if the station is busy.

Wheelchair Spaces on Trains

Every National Rail train has at least one wheelchair space. Most newer trains have two or more. The wheelchair space includes:

• A flat area with a restraint strap or clamp to secure the chair.
• An adjacent companion seat.
• An accessible toilet in the same or neighboring carriage.
• A call button or intercom to contact the train crew.

Booking a Wheelchair Space

On most long-distance and cross-country services, you should reserve a wheelchair space when you buy your ticket:

1. Book through the train company's website or app. Look for an "accessibility" or "wheelchair space" option during booking.
2. Alternatively, call the train company and request the wheelchair space when you buy your ticket.
3. On shorter commuter services, wheelchair spaces are usually available on a first-come basis and do not require a reservation.

Eurostar Accessibility

Eurostar trains run from London St Pancras International to Paris, Brussels, and Amsterdam. St Pancras station has full step-free access from street level to platforms, with lifts and ramps throughout.

Wheelchair Travel on Eurostar

• Eurostar has two wheelchair spaces per train, located in Standard Premier class.
• Each space has a flat tie-down area, a companion seat, and access to an accessible toilet.
• Maximum wheelchair dimensions: 70 cm wide, 120 cm long, 200 kg total weight (including the user).
• Power wheelchairs and scooters within these dimensions are accepted.

Booking Eurostar with a Wheelchair

1. Call Eurostar Accessibility: +44 3432 186 186. Book at least 48 hours in advance.
2. Wheelchair spaces cannot be booked online. Phone booking is required.
3. Wheelchair users pay the Standard Premier fare. Companions get a discount.
4. Arrive at St Pancras at least 60 minutes before departure for check-in, security, and boarding assistance.

Disabled Persons Railcard

The Disabled Persons Railcard costs 20 pounds per year and gives you and a companion one-third off most rail fares across the UK. You can apply online at disabledpersons-railcard.co.uk.

To qualify, you must have one of the following: receipt of certain disability benefits (such as Personal Independence Payment or Attendance Allowance), a registered visual impairment, a hearing impairment, epilepsy, or another qualifying condition. International visitors can apply if they meet the medical criteria and provide documentation.

The railcard works on all National Rail services. It does not apply to Tube, bus, or Eurostar fares, but it does apply to TfL Rail and Elizabeth line services outside London.

Major London Termini

Most of London's major train stations have step-free access:

King's Cross and St Pancras

Side by side in north London. Both have lift access to all platforms, accessible toilets, and Changing Places facilities. King's Cross serves trains to the north of England and Scotland. St Pancras handles Eurostar and East Midlands services.

Paddington

Step-free throughout. Serves trains to west England and Wales, plus the Heathrow Express and Elizabeth line. The assistance meeting point is near platform 1.

Victoria

Step-free access to all platforms via lifts. Serves trains to south England, including Gatwick Airport. The assistance point is near the main concourse.

Liverpool Street

Step-free with lifts. Serves trains to East Anglia and Stansted Airport via the Stansted Express. Connects to the Elizabeth line.

Waterloo

London's largest station. Step-free access to all platforms. Serves trains to southwest England. The assistance point is near the main entrance at platform 1.

London Bridge

Fully rebuilt with step-free access throughout. Serves trains to southeast England. Connects to the Jubilee and Northern lines (both step-free at this station).

Tips for Train Travel

• Book your wheelchair space as early as possible on popular routes (London to Edinburgh, London to Manchester). Wheelchair spaces sell out on peak-time trains.
• If you hold a Disabled Persons Railcard, always carry it with you. Inspectors will ask to see it if you bought a discounted ticket.
• Accessible toilets on trains have automatic sliding doors and a lock button inside. They are larger than standard toilets, with grab bars and enough room to maneuver.
• Power outlets are available at most wheelchair spaces. UK trains use Type G sockets (three-pin UK plug).
• If your destination station is unstaffed, the conductor will deploy the ramp for you at the platform. Tell them your stop when you board.
• For journeys within London, buses and the Tube may be faster and cheaper than National Rail for short distances.