Passenger Assist is a national system used by all train operating companies, which allows us to make the necessary arrangements for your journey.
If you have a disability, non-visible disability, or are elderly, you can pre-book assistance with just one call to our dedicated team on 0800 197 1329. Alternatively, for customers who are deaf or hard of hearing, you can use our Text Relay service by adding the prefix 18001 in front of the number. (Monday to Sunday 06:00 to 23:00). A relay assistant will translate your call to text with the Next Generation Text service. To find out more about this service, visit ngts.org.uk. Alternatively, you can also make a booking by using our online form.
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. You just need to let us know up to 6 hours before travel within our Assistance Team operating hours (06.00-23.00).
Purchasing travel tickets, (including, where available cheaper advance fares), can be done at the same time you call to book assistance, all within a single transaction.
If you need to speak to someone outside of the hours 06:00-23:00 about an assistance request, you can do so via the Rail Delivery Group, by calling 0800 022 3720 or text 60083 (for textphone/minicom 0845 60 50 600).
Accessible Travel Policy
Our Accessible Travel Policy outlines Great Western Railway’s commitments and standards of service for disabled and mobility-impaired customers.
To make it easier to find the information you’re looking for, we've set out our policy in two documents:
Accessible Travel Policy
Download the PDF format GWR Accessible Travel Policy
The Devon Access Wallet scheme is an initiative to help make journeys by bus or train easier for anyone with communication difficulties, people with disabilities, deaf people and those whose first language is not English.
Sunflower Lanyard – Supporting passengers with non-visible disabilities
The Sunflower Lanyard has been designed to act as a discreet sign that the wearer, or someone in their party, has a hidden disability and may need additional help during their journey. Our team on board and at our stations will recognise and understand the symbol. If you need specific assistance, just ask and they’ll do their best to help. If you have a disability which means that you find verbal communication difficult, our lanyards have an additional card attached, which you can use to write down any help you require. If you are exempt from wearing a face covering whilst travelling, you can request a card that outlines this.
You are able to obtain a lanyard and card for free by either; contacting the GWR Passenger Assist team on 0800 197 1329, emailing passenger.assist@GWR.com, or by contacting GWR on social media. We also have lanyards available at many of our ticket offices across the network. When requesting a lanyard, please specify if you wish to have a blank card or one with the message “face covering exempt” on it.
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.