Assisted travel

Helping you use our trains and stations

Living with a disability or have limited mobility? We’re committed to providing the support you may need to enjoy a safe and comfortable journey.

We can help with:

  • Planning your journey, including information about train services around the UK
  • Sharing information on onward modes of transport
  • Selecting the most appropriate tickets for your journey
  • Claiming any fare reductions you’re entitled to
  • Booking the most convenient train seats
  • Arranging help to get on and off trains and at stations, including assisting with your luggage
  • Helping you transfer between different trains

How to book assistance

Passenger Assist is a UK-wide service which allows you to book help on any train or at any station. Using it means we’re aware of when you’re travelling, where you’re seated, and any connections you have to make. We’re here to help at any stage of your journey.

We recommend booking assistance at least 12 hours before you travel. If you need to travel sooner than this, call us anyway and we’ll do everything we can to help.

There are two ways to book assistance through Passenger Assist:

Our trained staff are ready to help you select and reserve the most appropriate seating for your needs, whether that’s an accessible seat or a space for your wheelchair.

We recommend reserving your seat or wheelchair space before you travel where possible. We have reservation services on our London and Liverpool to Norwich routes, and you can book the wheelchair space and companion seat on services to Skegness.

Call us on 08000 11 33 23. Reservations can be made up to 23:59 on the day before you travel.

Wheelchairs

There are spaces for wheelchairs on all EMR trains. You can bring your wheelchair on board as long as it’s:

  • No more than 700mm wide
  • No more than 1200mm long
  • No more than 300kg in weight, including passenger

Mobility scooters

Powered mobility scooters are often unsuitable to be taken on board trains. For safety reasons, you will only be allowed to bring an unfolded mobility scooter onto our services if you hold a Scooter Card.

You can apply for a Scooter Card if your scooter:

  • Is three-wheeled or with a triangular footprint (front wheels close together)
  • Is no more than 700mm wide and 1200mm long
  • Weighs no more than 300kg, including passenger
  • Has a maximum speed of 4mph
  • Has a free-wheeling facility for use in case of power failure
  • Has sealed batteries
  • Is able to negotiate gradients of eight degrees or more

Not sure of the answers? Check details of your mobility scooter at ridc.org.uk

To apply for a scooter card please contact us on 08000 11 33 23

Assistance dogs are welcome to travel on EMR trains, free of charge. You can travel in any part of the train with your assistance dog. If you tell us that you have an assistance dog when you book, we’ll find a seat reservation to suit.

Disabled Persons Railcard

If you have a disability, the Disabled Persons Railcard gives you up to a third off most rail fares. One friend travelling with you can also travel at the reduced fare.

Find out more and apply for a Disabled Persons Railcard

Senior Railcard

If you’re over 60, the Senior Railcard gives you discounts of up to a third on most rail tickets.

Find out more and buy a Senior Railcard

No railcard? You may still be able to get a discounted ticket. Buy from the ticket office at our staffed stations, or on-board.

Registered as visually impaired

If you’re registered as visually impaired and travelling with a companion, you can get the following discounts off tickets for both of you:

  • First/Standard Anytime Single or Return – 34% off
  • First/Standard Anytime Day Single – 34% off
  • First/Standard Anytime Day Return – 50% off

You’ll need to show a document confirming your disability, issued by a recognised institution such as Social Services Department, Local Authority, Guide Dog Ownership certificate, Royal National Institute of Blind People (RNIB) or St Dunstans.

But if you’re visually impaired and travelling alone, you’ll need to hold a railcard to be eligible for a discount.

If you’re visually impaired and travel regularly on the same route, you can get an adult Season ticket that allows a companion to travel with you for no additional cost. A different companion may travel on different days.

Wheelchair users

If you’re travelling in your own wheelchair throughout your journey on our trains and don’t hold a railcard, you can get the following discounts on Anytime tickets:

  • First/Standard Anytime Single or Return – 34% off
  • First/Standard Anytime Day Single – 34% off
  • First/Standard Anytime Day Return – 50% off

The same discount will apply to one companion travelling with you.

We ensure accessibility information about our stations is readily available and up-to-date:

There are dedicated meeting points at our main stations, listed here. Please get to the station at least 20 minutes before your departure time.

Station Meeting point
Chesterfield Office on platform 1
Derby Information desk on the main concourse
East Midlands Parkway Ticket office
Kettering Ticket office
Leicester Next to the information desk
Lincoln Ticket office
Loughborough Ticket office
Market Harborough Ticket office
Nottingham Main concourse, opposite Upper Crust
Sheffield Next to the information desk
Wellingborough Ticket office

Travelling from a smaller station? The meeting point is at the ticket office.

You can find more information on our individual station pages, including:

  • Wheelchair accessibility
  • Accessible toilets
  • Opening times for staff assistance
  • Car parking and onward travel information

To ensure accessibility information about our trains is readily available and up-to-date, we publish a summary of general accessibility information for our different train types, and the routes they're normally scheduled to run on. From staff assistance and boarding ramps to wheelchair accessible toilets and priority seating, find out more about the accessibility of our trains here.

If the assistance you booked wasn’t provided when you travelled, we will refund you the cost of the journey. Please contact us on 08000 11 33 23.

If your journey was delayed by 15 minutes or more, you can also claim compensation under our Delay Repay scheme here.

Further information

Our Accessible Travel Policy tells you what we’re doing to protect the interests of customers with disabilities. To accompany this, we've produced a shorter and more concise leaflet to help you plan your assisted journey:

This PDF is accessible using screen readers or other software with accessibility features (for example, Adobe Reader).

Need this information in another format?

Printed copies of our Making Rail Accessible leaflet are available from our ticket offices and leaflet racks at all staffed stations. We're happy to provide Easy Read and Large Print versions of this leaflet on request within seven working days (without charge).

  • Call us on: 08000 11 33 23 or 03457 125 678 (option 3)
  • TextDirect: 18001 08000 11 33 23

Want to give us feedback?

  • Call us on: 08000 11 33 23 or 03457 125 678 (option 3)
  • TextDirect: 18001 08000 11 33 23
  • Email: [email protected]