SEND Support Train Travel

National Rail

Simply call national rail free on 0800 0223720 24 hours before travelling or a text 60083.

For textphone/minicom 0845 60 50 600 or visit www.disabledpersons-railcard.co.uk/travel-assistance

Let us know the journey you are planning to take, and we will connect you to the appropriate train operating company to make your booking request.

For text and textphone we’ll send an instant SMS with the number you need to dial from your textphone unit.

At National Rail we can give you the latest information about your route, whether the station you’re travelling to has ATMs, ticket machines, toilets and what type of help is available.

Book Thameslink assistance online:

Lift replacements at Luton Airport Parkway station

From Monday 20th July until Tuesday 3 November, Network Rail will be conducting essential work to replace three lifts at Luton Airport Parkway. During this work, customers with accessibility needs, particularly wheelchair users, will need to take a paid-for taxi from an alternative station, with Luton being the closest station.

  You can book assistance now quickly and easily online.

Need to travel sooner? We’ll do everything we can to help.

Give us a call:

Telephone 0800 058 2844
Textphone 0800 138 1018
SMS Text*: 07860 034 269

Our assisted travel helpline is open every day from 7.00am to 10.00pm, except on Christmas Day.

You can also email us at assistedtravel@thameslinkrailway.com.

How do I buy a ticket?

We’re happy to help you plan your journey. If you want to book your train ticket in advance, call our assisted travel team at least 7 days in before you’d like to travel.

If you have a Disabled Persons Railcard, you can get 1/3 off most rail fares throughout the UK. If you're travelling with a companion, they’ll enjoy the same discount.

Learn more about the Disabled Persons Railcard.

Other Concessionary Discounts

There are other concessionary discounts on fares available for visually-impaired people or wheelchair users who do not have a Disabled Persons Railcard.

Blind or visually-impaired customers travelling with a companion

If you are registered as blind or visually impaired and you are travelling with another person, the concessionary discounts below apply for both you and your companion. You cannot get a discount if you are travelling on your own. Discount applies to adult fares only.

You must show a document confirming your disability when you buy your ticket and when travelling. It must be either a CVI/BP1/BD8 certificate or documentation from a recognised institution, for example, Social Services, your Local Authority, or Blind Veterans UK. Tickets can be purchased from staffed National Rail station ticket offices.
  

Ticket Type	Discount on adult fare
First Class / Standard Anytime Singles or Returns	34%
First Class / Standard Anytime Day Single	34%
First Class / Standard Anytime Day Return	50%

People who stay in their own wheelchair for a rail journey who do not have a Disabled Persons Railcard

If you need to stay in your own wheelchair during a journey and you can get the concessionary discounts below. Discounts are available on adult and child fares.

Discounts apply if you are travelling alone. They are also available to one adult travelling with you. Tickets can be purchased from staffed National Rail station ticket offices.

Ticket Type	Discount on adult fare
First Class / Standard Anytime Singles or Returns	34%
First Class / Standard Anytime Day Single	34%
First Class / Standard Anytime Day Return	50%

Season tickets for blind or visually-impaired people 

If you are blind or visually-impaired, you can buy one adult Season ticket that enables a companion to travel with you on National Rail services only at no extra cost (so two people travel for the price of one). It doesn’t have to be the same person travelling with you on every journey.

Please take evidence of your visual impairment with you to prove your eligibility. It must be either a CVI/BP1/BD8 certificate or documentation from a recognised institution, for example, Social Services, your Local Authority or Blind Veterans UK. Tickets can be purchased from staffed National Rail station ticket offices.

How do I get to the station?

Your journey starts with a smooth arrival to the station. Read our advice on:

• Getting to the station by car
• Getting to the station by bus
• Getting to the station by taxi

What happens when I arrive?

Try to get to the station around 20 minutes before your train is due to leave so we’ve got plenty of time to help you get on the train. When you arrive, tell a member of station staff that you’ve booked assisted travel and they’ll take it from there.  Staff are widely available on the majority of our stations and some of our trains. Examples of help our staff can provide includes:

• Meeting you on arrival at the station
• Assistance purchasing your ticket
• Assistance boarding or alighting a train and finding a seat - ranging from a helping hand to the use of a ramp
• Assistance climbing up or down stairs
• Assistance with luggage

If you weren’t able to book assisted travel in advance, don’t worry; we’ll still try to help but it may take us a little longer to arrange for someone to assist you.

To learn more about our station facilities before you travel, check our station accessibility information.

Can I get support while travelling?

We have a number of services to help make your journey more comfortable.

Accessibility on our trains
We’re committed to everyone’s comfort and accessibility on board. Find out more about train accessibility across our network.

Priority seats
If you find it difficult to stand, you’ll find priority seats available on all of our services. Apply for a Priority Seat Card for an easy way to make sure you can access a seat when you need one.

Mobility scooters and wheelchairs aboard
All of our train services can carry manual or powered wheelchairs and mobility scooters that meet a few basic size and weight specifications. Check our specifications.

Support Card
If communicating with staff or memory problems are difficult for you or a loved one, apply for our free Travel Support Card. Fill in some basic information about your journey and the kind of help you need, then just show the card to a member of our staff to get assistance.