Skip to content

If your booked assistance fails

At the departure station

If staff do not meet you at the time or place booked, find another member of staff if possible – the ticket office or at the ticket gate is usually best. If this is unsuccessful, use the help point if one is available or phone the company’s assistance helpline and explain your predicament.

Getting on (or off) the train

We do not recommend that you try and get on or off the train alone. You should always be wary of other passengers attempting to assist you; they may be well-intentioned but may not be able to assist you properly or advise the best way to board or alight.

With a wheelchair
We advise you against attempting to get a wheelchair on or off a train unless properly deployed ramps are available – unless the floor of the train is absolutely level with the platform. You should be wary of accepting assistance from untrained fellow passengers.

Always check when getting on the train that the ramps are located at the doorway nearest to the space designated for wheelchairs. The appropriate doorway should be marked by a recognisable version of the ‘wheelchair’ pictogram:


On the platform

If you feel that you may have been forgotten about, try and attract the attention of a member of staff or ask another passenger to do so. Use the help point if one is available or phone the company’s assistance helpline if you cannot find staff.


On the train

If staff are available on the train try and attract their attention as they pass through the coach or ask a fellow passenger to try and find them. Use the intercom, if provided, to speak to on-train staff or phone the company’s assistance helpline.


You are allowed to take three items of luggage into the train: one large suitcase, a smaller bag and one other item which can be held on the lap if necessary.  No item of luggage should be larger than 30 x 70 x 90cm.

You can ask for help with your luggage. This service can only be provided at staffed stations. Staff are not employed solely to carry luggage. They will usually carry luggage only within the station premises and from the entrance or to the exit. Please remember that staff members’ age and health can affect their ability to carry your luggage. If you do need help with your luggage, make this clear when you book assistance.

Generally, the amount of luggage which can be carried for you should not weigh more than 50kg in total, even if you are travelling with a companion, as it has to be carried in a single manoeuvre. At some larger stations, coin-operated self-help luggage trolleys are available.

If you have booked assistance to take you by buggy or wheelchair between the station entrance/exit and the train your luggage will be carried for you.

Train or station staff, where available, may be able to lift luggage into or out of the train or onto or from the luggage racks. Please check with the train company’s assistance helpline when making your travel plans to get accurate details of how much assistance with luggage can be provided and where it can be provided.

  • Train
  • Accessibility


Related content

Latest news

Smart travel extends across Govia Thameslink Railway

Find out more
Latest publication

Transport Focus letter to West Midlands Trains

Find out more
Latest post

Just the ticket! Making the bus simpler

Find out more