Passenger Assist is a national system used by all train companies, which allows us to make the necessary arrangements for your journey.
How it works
If you have a disability, non-visible disability, or are elderly, you can pre-book journey assistance. We can make sure you get all the help you need for your journey and will arrange everything, including changes, and connections that involve other train companies.
How to book assistance
You just need to let us know at least 2 hours before your journey. Our Passenger Assist Team is available 24 hours a day, 7 days a week (excluding 25 and 26 December).
You can also book assistance by:
- using the Passenger Assistance app (by Transreport)
- calling our Passenger Assist team free on 0800 197 1329*
- dialling text relay free on 18001 0800 197 1329
*You can purchase travel tickets when you call to book assistance, including cheaper advance fares where available, all within a single transaction.
Help on the day
We encourage customers to speak to any staff member on the day who will be happy to help you. For stations that are unstaffed, please make your way onto the platforms where the onboard member of the team will assist you onto the train.
If you are unable to find a staff member and need some extra help, you can WhatsApp us on 07890 608043. This will connect you to our Social Media Team (between 06:00 and 23:00 from Monday to Friday (including bank holidays) and between 07:00 and 23:00 on weekends). We can answer any of your questions/concerns and help ensure you have the assistance you need.
Alternatively, you can call the Passenger Assist team on 0800 197 1329 or press a help point at the station.
If we don’t give you the support you booked
All individual train operating companies have their own recompense policies, which can be found within their own Accessible Travel Policies. If you travel with GWR and your booked assistance fails, you will be compensated. If GWR fails to provide your booked assistance this will be 100% of the cost of a single ticket, or 50% if a return ticket is held. If another train company was responsible for the failure, you can contact them directly, or we can liaise with them on your behalf and provide you with a full explanation in response, including why it happened and what mitigating actions we intend to take as a result.Our Customer Support team are ready to help and can be contacted by completing our online contact form.
The compensation scheme set out above does not limit or exclude your other legal rights to compensation under the Consumer Rights Act 2015, or Equalities Act 2010. If you believe this applies to your journey, please contact our Customer Support team who will take each case on its merits and respond appropriately.
Where assistance has not been provided due to a delay, and both Delay Repay and Assisted Travel redress could apply, you will be entitled to whichever value is the highest but will not be able to claim both.
For information regarding your rights when you are travelling as a consumer, including under the Consumer Rights Act 2015, see www.gov.uk/consumer-protection-rights.