Assisted Travel

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Rail services are now far more accessible than they were in the past and many disabled people are able to use the rail network without assistance.

Travel Assistance 
To book assistance, please call our Passenger Assist Team on 033 300 50 501.  Alternatively, you can select and book assistance for your journey when you buy your tickets online - our website lets you choose exactly what help you need from a number of options. 

We will not require passengers to give more than 24 hours’ notice when booking through Passenger Assist, but you can also book further in advance if you prefer.  We will always do what we can if you need to travel at short notice, however if you can let us know your plans in advance, we will be able to help you more effectively.

If you have a disability you may be eligible for a Disabled Persons Railcard. If you do not have a Railcard and you are blind or partially sighted and travelling with a companion, or if you use a wheelchair, you can get a discount on Anytime tickets.

National Rail Enquires - Information for Disabled Passengers
Further information is available on the National Rail Enquiries website to help make your journey go as smoothly as possible

Wheelchairs & Scooters
Most trains can accommodate wheelchairs that are within the dimensions prescribed in government regulations covering public transport (700mm wide, 1200mm long).

For more information on travelling by train when using a wheelchair or powered scooter, please see the National Rail website.

Making Rail Accessible: Helping Older and Disabled Passengers
This guide is to assist you with your journey on Arriva Trains Wales services and at our stations. If you have reduced mobility or special requirement this guide will provide advice on how best to get help and assistance if you need it.

Click here to download the PDF 
Click here to download the Welsh PDF

Assisted Travel Awareness Talks
We are working with groups who provide support for disabled people to raise awareness of our Assisted Travel Awareness Scheme.  We visit local groups where we explain what assistance is available at stations and on trains, how to buy a ticket and book assistance, what facilities are available at stations and on trains and the benefits of a Disabled Persons’ Railcard. 

As part of each visit, a familiarisation trip can be arranged for each group so that you can experience a journey and enjoy a day out by train.  If you would like to arrange an awareness visit, please contact our Customer Relations Team on 03333 211 202 or by email at

Making Rail Accessible: Guide to Policies and Practices
Click here to download the PDF (Adobe Acrobat PDF)