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Accessibility & Assistance

Accessibility & Assistance

East Midlands Trains are committed to meeting the needs of our customers with disabilities and to providing an excellent experience when travelling on our trains or using our stations. That's why we have a Disabled People’s Protection Policy (DPPP) setting out how we protect the interests of our customers with disabilities.

We want to ensure that travelling with us is a straightforward and comfortable experience for everyone, and our staff at stations and on board will be happy to offer help and assistance when needed. Our team of friendly Assisted Travel Advisors can also help you with journey planning, booking your tickets, making seat reservations and through every stage of your journey with us, including arranging assistance to help you on and off our trains.

First time travelling by train with assistance? Take a look at a Rail Adventures to see how Sophie Morgan got on travelling by trains in a wheelchair. Click here to view.


 

Booking Assistance

East Midlands Trains provides assistance with travel through the station, as well as assistance with boarding and exiting trains.  This service is available for people with disabilities and restricted mobility or access needs . To make sure that our staff are ready to help you and understand your specific needs, you can book assistance 12 hours in advance of your journey if using East Midlands Trains stations. However, if the journey involves using another train operators services we recommend booking at least 24 hours in advance. We also advise that seat or wheelchair reservations are made and these can be booked until 23:59 the day prior to travelling. We provide a reservation service on our London and Liverpool to Norwich route, and the wheelchair space and companion seat can be booked on our services to Skegness. 

To book assistance for your journey, please complete the booking form with the required details. Or alternatively call 08000 11 33 23, lines are open 24 hours a day (with the exception of Christmas Day and Boxing Day). Simply click on the link below and complete the easy to use Assisted Travel form, shown at the bottom of the page.

Book your assistance


Our guide to travelling with assistance

We have in-depth travel information available to download. We have a list of facilities and access information for our train stations, information on blue-badge parking and guidance on guide dogs and help with travelling.

Helping older and disabled passengers leaflet (PDF, 417kb)

Policies and procedures (PDF, 319kb)

This information is also available in large print, audiotape, CD and Braille; phone 08000 11 33 23 or Textphone 03457 078 051 for more information.

Download Adobe Acrobat Reader to view the PDF

Our guides contain information on:

Making arrangements for Assisted Travel  Yes
Designated parking spaces for blue-badge holders  Yes
Access to our stations  Yes
Alternative travel arrangements that we can provide if a station is inaccessible  Yes
Discounts for visually impaired passengers travelling with a companion, and people in wheelchairs  Yes
The Disabled Person's railcard  Yes
Guide dogs  Yes
Reserving wheelchair space on our reservable services  Yes
What to do if you have a powered scooter  Yes
Catering and refreshments  Yes
What will happen in an emergency  Yes

You can also obtain more useful information about travelling with assistance throughout the rail network including the use of mobility scooters through RICA.


Accessibility at stations

To see our wheelchair accessible stations, or our staffed stations, see the East Midlands Trains route map. The key will tell you which stations are:

  • Fully accessible with full time staff;
  • Fully accessible station platforms with part time staff; or
  • No staff assistance

To assist you, we have dedicated meeting points at our main stations and these are detailed below. Please arrive at the station at least 20 minutes prior to your departure. If you are travelilng from a smaller station, the meeting point is at the Ticket Office.

Station Designated 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

Accessibility – getting on and off our trains

We operate five types of trains, each with different levels of accessibility. Full information can be found on Disabled People's Protection Policy page.  


 

Click here to book assistance for your journey with East Midlands Trains and complete the easy to use Assisted Travel form, shown at the bottom of the page.

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