Help and Assistance for Older and Disabled Passengers

Disabled sign

How we can help you on our on stations and trains

We want to make sure that travelling with us is an easy and comfortable experience for everyone. We understand the challenges that may be faced for our disabled or elderly customers when travelling by train and we are committed to making sure that we provide assistance and help when needed.

Find out about tickets and fares for older and disabled passengers

The help we can give

To make your journey trouble-free, we can provide:

  • Help to plan your journey, including information about all train services on all train services around the UK.
  • Information about onward modes of transport.
  • The most appropriate tickets for your journey, including any relevant discounts.
  • Help to book the most appropriate seats on the trains.
  • Bookings for help to get on and off trains (including the use of station wheelchairs).
  • Assistance with your luggage.
  • Arrangements to help transfer between different train services.

Our team of friendly Assisted Travel Advisors are highly-trained to make sure that they can help you to plan all aspects of your journey and tailor to your individual needs. The team are available 24 hours day, 7 days a week and are based in our award–winning East Midlands Trains Contact Centre. 

How to book assistance

All UK train companies use a system called Passenger Assist to book help on stations and on trains for all services. This makes sure that if you book help in advance, our staff on stations and on the trains know that you are travelling, where you are seated on the train, any connections you have to make and the help you need. 

We recommend booking assistance 12 hours in advance (you can book further advance if you wish). We also advise that your seat or wheelchair reservations are made and these can be booked until 23:59 the day before travelling. We provide a reservation services on our London and Liverpool to Norwich route, and the wheelchair space and companion seat can be booked on our services to Skegness. 

Contact us

If you can’t give 12 hours notice, do contact us and we will do all we can to help you by contacting the relevant stations to let them know that you will be travelling and require assistance.

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.  

Book your assistance

Travelling with assistance dogs

Assistance dogs are welcome on all of our trains, free of charge and can travel in any part of the train. Our team will be happy to ensure that you are booked into a reserved seat to make the journey comfortable.

Mobility Scooters

To travel on our trains with a powered scooter, an East Midlands Trains scooter pass is required.

As powered scooters are designed for the about-town environment and come in different shapes and sizes, many of them are unsuitable for train travel. For safety reasons, only customers who hold a Scooter Card will be allowed to bring unfolded scooters onto our services.

The criteria for a Scooter card is: 

• Three-wheeled scooters or those with a triangular footprint (two wheels at the front close together and two wheels at the rear) that fall within the following size dimensions and are a maximum length of 1000mm and width of 700mm and are:

  • a maximum speed of 4mph
  • do not exceed 300kg when it is carrying its user

• have a free-wheeling facility for use in case of powerfailure
• have sealed batteries
• be able to negotiate gradients of eight degrees or more or
• is a scooter that can be folded down to a size that can be accommodated as hand luggage.

To see if your scooter fits the requirements please contact the team on 08000 11 33 23 or visit


Wheelchairs can be carried, in the designated spaces, on all of our trains so long as they fit within the following dimensions:

  • width 700mm
  • length 1200mm
  • weight (including passenger) 300kg

Our Compensation Policy

If you have booked assistance and it was not provided, we will refund you the cost of the journey. Please contact the team and we will be happy to assist you.

If you encounter a delay to your journey of 30 minutes or more, you can also claim compensation under our Delay Repay scheme.

See further information and details of how to claim

More information

Read more detailed information, including 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)

Policies and procedures (PDF)

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