Accessibility and inclusion

Ensuring accessible, inclusive travel for all rail users

Accessible travel for all

We want to ensure that all rail customers can travel with confidence – wherever they are going across Britain.

If you require help on your journey, our Passenger Assist service lets you arrange assistance in advance – as little as two-hours ahead of travelling, 24 hours a day.

Assistance can be booked via:

Smartphone app

Website

Phone

You can also ‘turn up and go’ without booking assistance by speaking to a member of staff or going to a station Help Point.

2.6 million

passenger assist requests were made in 2024/25

How this benefits customers

Short notice bookings

Book assistance as little as two hours in advance of your journey or use Turn Up and Go at the station.

Travel with confidence

Email confirmations mean you can be safe in the knowledge assistance will be available during your entire journey.

User-friendly design

The passenger assistance app has been designed in consultation with disabled people and benefits from regular upgrades and improvements.

Helping staff better help customers

Reliable assistance

Requests can be assigned directly to staff members’ devices, moving stations away from paper-based lists.

Detailed customer journey information

Staff can see names, access considerations and journey details (e.g. departure / arrival stations).

No more waiting for cancelled assistance

Staff can be made aware of cancelled bookings to avoid waiting on the platform for customers.

Find out more at

nationalrail.co.uk/help-and-assistance/passenger-assist

Rail Delivery Group puts customers at the heart of everything we do raildeliverygroup.com