We are committed to meeting the needs of all our passengers and we will help you if you need assistance in planning and making your journey.
All our customer service staff are trained in disability awareness and we work to make sure that travelling by train is as accessible as possible.
Our aim is to ‘work to provide an inclusive railway, which is available to as many people as possible through positive moves to increase accessibility.’ Our Access and Integration Manager is in frequent contact with passengers, other transport providers, local authorities and disability groups on our network. With expertise on the Disability Discrimination Act (DDA) and other relevant legislation, we make sure that everyone’s rights are respected.
Booking travel assistance in advance
If you need assistance during your journey we recommend that you let us know at least 24 hours before you travel.
When you book in advance we are able to:
- Check the accessibility of the stations you will be using
- Relocate staff to unstaffed stations where required
- Help you plan the journey best suited to your needs
- Arrange alternative accessible transport, if it is necessary and available
- Make seat or wheelchair reservations if required
- Sell train tickets (five working days notice required as tickets are sent by post).
Ideally we need at least 24 hours notice, but if you cannot give this we will still do all we can to provide the help you need. When booking assistance, please provide as much information as you can about the help you might need.
Seat reservations
Seat reservations are free and you can make them on any of our off-peak services. You cannot reserve seats on peak-time commuter services. You can reserve a seat up to two months before you travel or as late as two hours before the train leaves the station it is starting from. You can make a reservation when you buy your ticket at stations or through our Customer Service Centre up to 4pm on the day before you travel. If you wish to travel on a service where reservations are unavailable and you are in need of a seat, our on-train staff will do their best to find you one. However, our employees do not have the authority to ask other passengers to give up their seat if they refuse to do so. All our trains (except those on the Isle of Wight) have priority seats. These are positioned by the door at the end of each carriage and are marked with a sign.
Printed passenger information
If you need information in an alternative format such as Braille, Audio, Large Print or Tactile please contact our Customer Service Centre who will be able to provide you with free copies of any of our printed passenger information.
