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Assisted travel - Helping older and disabled passengers

Book your Assisted Travel now

Our Assisted Travel team will help you if you need assistance in planning and making your journey. 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 Stakeholder and Accessibility Manager is in frequent contact with passengers, other transport providers, local authorities and disability groups on our network. With expertise on the Equality Act and other relevant legislation, we make sure that everyone’s rights are respected.

A new national passenger assistance booking system is being introduced across the National Rail network. This new booking system will be more versatile and provide staff who deliver your assistance at stations more details of your booking. This system will be able to use modern technology so that emails and texts, combined with internet access for staff, will give the latest information and enhance the overall service. The Association of Train Operating Companies (ATOC), the Olympic Delivery Authority and Department for Transport have funded the scheme to bring about an updated system that is compatible with today's modern technology.

To make an Assisted Travel Booking please call our Assisted Travel team on 0800 52 82 100 (freephone) or 0800 6920 792.

Click here for to download our Assisted Travel leaflet.

Click here to download the Step-Free Access map.

Click here to find out about the Disabled Persons Railcard.

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Wheelchairs, scooters and ramps

If you are travelling by train, we are able to give assistance to wheelchair users with wheelchairs that are no wider than 700mm, no longer than 1200mm and no heavier than 300kg (including the weight of the passenger).

The maximum weight is limited by the capabilities of the individual member of staff assisting passengers, and the safe working load of the ramp.

Click here to see wheelchair dimensions

Reserving a wheelchair space

All our trains have at least one dedicated wheelchair space. You can reserve a wheelchair space on most of our longer distance services. Reservations are not available on some of our London area services; however, most of these services are frequent and have at least two dedicated wheelchair spaces per train.

Portable ramps

We have portable ramps on most of our trains and stations to assist wheelchair users and other mobility impaired passengers on and off our trains. If you would like to use a ramp, please let us know when you make your assisted travel booking.

Powered mobility scooter users

Powered scooters are designed for the about town environment and come in different shapes and sizes, making many of them unsuitable for train travel. If you wish to take your scooter on our South West Trains services, you need to complete a Scooter Card application form or contact our Customer Service Centre on 0845 6000 650 and ask to speak to our Assisted Travel team.

You need a scooter card to travel on our trains.

Please note that mobility scooters cannot be taken on any Island Line Trains services.

To find out more, download and print scooter card application form.

Please allow 7 to 10 working days when applying for a Scooter Card.

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Ongoing improvements

Our ongoing commitment to improve station accessibility includes working with Network Rail and the Department for Transport as part of the Governments £370 million 'Access for All' scheme. This scheme will provide a level access route from the main station entrance to all platforms.

Works are completed at Clapham Junction, Farnborough Main, Staines, Haslemere, Weybridge, Fratton, Fareham, Havant, West Byfleet, Bracknell and Kingston stations and future works will take place at:

Vauxhall, Wandsworth Town, Earlsfield, Fleet, New Malden, Putney, Southampton Airport (Parkway), Twickenham, Winchester and Worcester Park.

At some locations, we are also making other improvements to enhance the facilities for disabled station users. Recent improvements include:

  • New split height ticket office counters at a number of stations including Hounslow, Honiton & Christchurch allowing wheelchair users and those of short stature access to our ticket offices plus improved toilet facilities.

 

Our Stakeholder and Accessibility Manager works with various groups around the network and produces a newsletter providing updates on progress every six months. If you are interested in receiving this, please request a copy from our Customer Service Centre.

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Disabled Persons Protection Policy

Our Disabled Persons Protection Policy (DPPP) details the ways in which we will protect the interests of disabled passengers who use our services, and how we will comply with our responsibilities under the legislation relevant to this area of our business. The statement of policy from our DPPP is included below for your reference and shows our commitment to you. 

If you would like a copy of the full Policy document, please see links above. 

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