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 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).

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.