Passenger Assist

Older and disabled passengers can book Passenger Assist with us by:

  • calling 0800 197 1329 (06:00 to 23:00)
  • using text relay on 18001 0800 197 1329
  • filling in an online form

Accessible Travel Policy

Our Accessible Travel Policy (ATP) outlines Great Western Railway’s commitments and standards of service.

To find out more about our ATP, click here.

Disabled Persons Railcard

Get a third off rail tickets for £20 a year or £54 for 3 years with the Disabled Persons Railcard.

Useful downloads

Good to know

Arrive at the station you’re travelling from 30 minutes before your train leaves and contact a member of station staff.

Some trains between Paignton and Exmouth, as well as occasionally, trains between Barnstaple and Exeter, may be formed of one accessible train attached to a non-accessible train. Our onboard staff and station staff will ensure you are helped into the right section of the train.

If you’ve pre-booked Passenger Assist with us, you can get help or assistance on your journey by:

  • calling the Passenger Assist team on 0800 197 1329 between 06:00 - 23:00
  • tweet @GWRHelp
  • WhatsApp 07890 608043 between 07:00 - 23:00

Wheelchair sizes carried

Width: 700mm

Length: 1200mm (including footplates)

Weight: 300kg (including passenger)

Devon Access Wallet

Train travel becomes easier for people with communication difficulties, disabilities or limited English with the Devon Access Wallet. Visit the Devon Access Wallet website for more information.

Passenger Assist Form

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Required assistance

GWR train services can carry manual or powered wheelchairs up to the following dimensional and weight limitations: Width 700mm, Length (including footplates) 1200mm, Weight (including passenger) 300kg.

Outward journey

Please tell us about how you will be arriving at the station. In order to help us provide you with the correct assistance, please arrive at your departure station 30 minutes before your train leaves and contact a member of staff.


Return journey

Please tell us about how you will be departing the station.


Do you agree for your personal and journey data to be gathered and held within the Passenger Assist booking system for two years, and made available to all Train Operating Companies and Network Rail for all your bookings, in order that they can arrange and carry out assistance on your behalf?*

From time to time we need to share Passenger Assist data with the Rail Regulator, their research suppliers and our own research suppliers to conduct research in order to drive customer journey improvements. Do you agree to be contacted regarding your experience?*

The information you have provided will only be used for administering your Passenger Assist request. To find out more, read our Privacy Policy.