Passenger assist

Request assistance before you travel

Older and disabled customers can request help and support from staff to assist when travelling by train.

If you require assistance to make your journey, please remember to book any help you may need in advance. By letting us know your travel requirements, we can help make sure you have a hassle-free journey. But, even if you need a hand on the day, we'll still do everything we can.

You can pre-book your assistance with as little as 2 hours' notice before you travel. Our dedicated Passenger Assist Team is available 24 hours a day, 7 days a week to book your assistance.

Book assistance

There are a few ways you can let us know you need assistance:

How and where we can assist you

Our team can help you at station and on board our trains.

We can assist older and disabled customers throughout the station, offering help with:

• Providing a ramp to help with boarding and alighting trains, and help connecting between services
• Lifting luggage on and off the train and helping you around the station
• Providing help to use the stairs at stations where step free access is not available
• Provide a station wheelchair or buggy to help with covering longer distances which may be too far for you to walk
• Providing guidance around the station

Other services are also available. Our Passenger Assist Team can discuss with you what help can be provided at each station.

To help our teams, when you have requested assistance, you should arrive at the station in plenty of time, no less than 20 minutes before your train is due to depart and make yourself known to station staff. Our Passenger Assist Team will confirm your meeting point with you.

You can also get assistance when on board the train with finding your seat, or from our on-board staff during your journey.

All trains operated by TransPennine Express meet the accessibility standards set by the government, with dedicated wheelchair user spaces, priority seating, accessible toilets, audio and visual announcements, and much more. Why not take a look at our seating plans to help familiarise yourself before you travel?

Please be aware: With regret, it is not possible for wheelchair users to access First Class on our Class 185 trains. There are also some other trains used in the UK which similarly cannot offer First Class travel to wheelchair users. Our Passenger Assist Team can help you to identify these.

You can also check if the wheelchair space is available on an upcoming service by messaging us on social media or over live chat.