Passenger Assist

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. 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 before 22:00 the day before your trip.

Purchasing travel tickets, (including, where available cheaper advance fares). This can be done at the same time you call to book assistance, all within a single transaction.

In line with the government advice to only travel to work if essential, we’re closing our Contact Centre. If you need to get in touch, send us an email.

Assisted Travel Form

Feedback or complaints

You can contact our customer support team through either:

• gwr.com and filling in our online form
• emailing GWR.Feedback@gwr.com
• write to us at Freepost GWR CUSTOMER SUPPORT

* Standard network charges apply. Calls from mobiles may be higher.

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.

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 we 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.