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.

When travelling with East Midlands Railway you can book assistance up to 2 hours before travel, we recommend booking in advance if you can, but if you are not able to, we will always be there on the day to help you. If you need to speak to us whilst you are travelling with us, you can speak to staff on board the train or at the station. If you are not able to find member of staff you can send us a message using WhatsApp, using the camera on the phone scan the QR code below and this will start a WhatsApp message to our team;

WhatsApp QR code

There are a number of ways to book assistance through Passenger Assist:

  • Call 08000 11 33 23
  • Call our customer service centre on 03457125678, we are open 24/7, 7 days a week.
  • Message us on WhatsApp on +447501330988.
  • Book online
  • You can also request assistance via Passenger Assistance by Transreport – a new smartphone app. Passenger Assistance by Transreport allows you to:
    - Request assistance for your rail journey
    - Manage your customer profile
    - View your travel history
    - Browse rail journeys via the online journey planner
    To download the app, follow the link below most suitable for your device:
    Download the Android App
    Download the IOS App

Purchasing Tickets

You can buy train tickets at the same time as booking your assistance, call us on 03457125678, option 3. You can buy train tickets from us Monday to Friday.
Book online at any time
Call our Ticket Sales Team on 03457125678, option 2, open 8am to 8pm seven days a week.

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. On our London route you can travel in your wheelchair in Standard or First Class.

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

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


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

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:

Step-free access at stations

To help you plan your journey, our stations fall within three step-free access categories.

  • Category A - This station has step-free access to all platforms/the platform
  • Category B - This station has a degree of step-free access to all platforms, which may be in both directions or in one direction only - please check details
  • Category C - This station does not have step-free access to any platform

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 you require passenger assistance, we can help with your luggage, we will help you with an item of hand luggage (something you can place on your lap) and up to two larger items, such as a suitcase. Our staff are trained in manual handling and will lift or pull luggage that would not cause them injury.

Any additional luggage or bulky luggage must be transported separately, for advice on what you can take on board please view the National Rail Conditions of Travel section 23 .

We have been working with Communication Access UK to develop TALK passenger assistance cards, which can help you communicate with our teams. There are lots of different types of cards to choose from, for a range of common questions we receive from our customers. Apply for your cards 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 .

Planned train disruptions and engineering works

Wherever possible our engineering work is planned in advance, generally for weekends or public holidays. When planned engineering works are going to affect our routes we will provide information. Find out more about planned engineering works here. We advise you to check the calendar of engineering works to see if your journey will be affected, if you are unsure, have assistance booked or need further information, please get in touch, you can speak to our team via phone, WhatsApp, email or social media 24/7.

Call our customer service centre on 03457125678

Message us on WhatsApp on +447501330988.

Email: [email protected]

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).

Please note: Due to the trains which run on our regional routes not having a seat reservation system, we can only reserve a wheelchair space and not a companion seat. Our on-train teams will be happy to assist your companion on the day of travel where possible.

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]