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 24 hours before your trip.

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.

As per the government guidance, you should only travel if your journey is absolutely necessary and you have no other option.

If you need assistance for an essential journey, bookings can be made by using our online form below. We promise to get back to you within 24 hours.

Our Passenger Assist team is also available via 0800 197 1329 (09:00 - 17:00 Monday to Friday).

If your enquiry is urgent and you need to speak to someone at any other time, you can do so via the Rail Delivery Group, via 0800 022 3720 (24 hours a day).

Book your Assisted Travel

Feedback or complaints

You can contact our customer support team through either:

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

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.