Travel assistance
We're here to help when you need extra assistance when making your journey.
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E-mail me when tickets become available Back to calendarWe want travelling with us to be easy for all our customers, from when you plan your journey to when you arrive at your destination. If you require any extra assistance to help you make your journey, we offer our JourneyCare service.
Our JourneyCare team will help you plan your journey, go through your ticket options, and pre-arrange the assistance you need when you travel.
You can pre-book this service on our website, or you can contact us by telephone or textphone. By contacting us before you travel we'll try, wherever possible, to have staff meet you on arrival and help you throughout your journey.
There are dedicated spaces for wheelchair users in Standard accommodation on all our trains, and in First Class on our High Speed Trains and Voyagers. If you need help getting on and off the train, we will make arrangements for you to be assisted during your journey, including during any changes you need to make between trains.
How do I arrange assistance online?
You can select and book assistance for your journey when you buy your tickets - our website lets you choose exactly what help you need from a number of options. Please give us at least 48 hours notice before you intend to travel so that we can make the necessary arrangements for you.
How do I arrange assistance by telephone or textphone?
Alternatively, you can call our dedicated JourneyCare team to book assistance and buy your tickets. Please give us at least 24 hours notice before you intend to travel if arranging assistance by telephone or textphone. Lines are open 08.00 - 20.00 Monday to Sunday (except Christmas Day and Boxing Day).
- Telephone: 0344 811 0125
- Textphone: 0344 811 0126
What if I can't book JourneyCare in advance?
We understand that sometimes life can't always be planned ahead, and we'll still do our best to provide the same level of help in those circumstances - just make the station and train staff aware when you arrive at your departure station.
Where can I get more information?
The information provided above is a summary of what is available on the National Rail Enquiries website to help make your journey go as smoothly as possible. If you wish to find out more please visit nationalrail.co.uk
- For more advice on the facilities at the stations we call at, check our stations information section.
- A Railcard is available for passengers with disabilities which entitles the holder and their companion to discounted rail travel. It's well worth it - you can save 1/3 on most tickets. Visit the Railcards website.
- We also publish a Disabled People's Protection Policy. It sets out the full range of services you can expect from us. This includes the right to buy your ticket on the train (for you and one person travelling with you) without facing any extra charges or penalties if you hold a valid Disabled Persons Railcard. You can also get a copy from our CrossCountry JourneyCare and Customer Relations offices.
- We can also provide timetables and other information in other formats, including large print.
- Stations Made Easy at nationalrail.co.uk allows you to plan your route around a station and see photographs of it.
Requesting passenger assistance online
In order for us to fulfil your passenger assistance request via the form below we will need to capture and record your personal and journey data within the Passenger Assist booking system.
If you still require assistance with your journey, but do not want to have your data recorded, just call our team on 0344 811 0125 or send us a direct message on Twitter @CrossCountryUK and we will be happy to help.
Please see our Privacy Policy for details on how we protect your personal information.