Passenger Assist is a national system used by all train companies, which allows us to make the necessary arrangements for your journey.
How it works
If you have a disability, non-visible disability, or are elderly, you can pre-book journey assistance. 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.
How to book assistance
You just need to let us know at least 2 hours before your journey. Our Passenger Assist Team is available 24 hours a day, 7 days a week (excluding 25 and 26 December).
You need to get to the station at least 30 minutes before your train leaves. Just let a member of our team know when you arrive.
For general information on our network, including any temporary reductions in accessibility and details of any disruptions to facilities or services please use our JourneyCheck tool.
If you’ve pre-booked Passenger Assist with us, you can get help or assistance on your journey by tweeting @GWRHelp
Wheelchair sizes carried
length: 1200mm (including footplates)
weight: 300kg (including passenger)
Devon Access Wallet
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.
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.
We also offer travel assistance cards that can be downloaded and customised to best suit your needs. For those passengers who find verbal communication difficult, these cards can be filled out as you wish and shown to our staff who will be happy to provide the help you need. They can be used on their own or alongside the sunflower lanyard.
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.