News from East Midlands Trains


Improved assistance now available for East Midlands Trains customers

• Assistance can be booked in advance for help with travelling through stations and getting on and off trains
• Booking time halved from 24 hours to 12 hours
• Assistance can be booked 24/7 through a dedicated customer contact centre

East Midlands Trains has launched an improved assistance scheme for customers needing help travelling through its stations and getting on and off its trains. Bookings for assistance can now be made just 12 hours in advance, rather than the previous 24 hours.  They can be made at any time of the day or night through East Midlands Trains dedicated Derby-based customer contact centre or online at

The improvements came as part of an agreement with the Department for Transport in September 2015, which will see around £13million invested in customer benefits over the next two years.

East Midlands Trains has a dedicated team of Assisted Travel Advisors, who can help customers with every stage of their journey, including ticket buying, making seat reservations and helping with assistance through East Midlands Trains stations and on and off its trains.

Over 1,600 assistance bookings are made each month on East Midlands Trains, and a recent survey demonstrated that over 80% of customers using the assistance scheme are happy with East Midlands Trains.

John Mills, from Leicester, is a customer who regularly uses the assisted travel service. He said: “I’ve been using the service since the first day it was launched and think it’s a very good service.  This improvement is a real step forward and one that will give passengers like me a lot more freedom and choice.”

Jayne Moyses, Head of Sales & Customer Service Centre for East Midlands Trains, said: “We want to ensure that travelling with us is a straightforward and comfortable experience for everyone, and our staff at stations and on board our trains are happy to offer help and assistance wherever needed.

“Just last year we launched our new 24/7 customer contact centre which means that our customers can contact us any time of the day or night to make an assistance booking, but this latest step means that people will just need to book 12 hours in advance, which will be a great improvement for our customers.

“Nonetheless, we know that there is always more that we can do to improve the journey experience for our customers and we will also be investing around £1million in station accessibility improvements and bringing in a dedicated in-house disability expert.”

To book assistance, please complete the booking form available at with the required details or alternatively call 03457 125 678 (option 3), lines are open 24 hours a day (with the exception of Christmas Day and Boxing Day).