Here to help – our mobility assistance teams

Our mobility assistance teams are here to help you on your journeys – and you’ll find them at our biggest railway stations across Britain.

Watch this video to hear from mobility assistant Sophie Harding why she loves her job helping you get around safely:

Passenger Assist

Ensuring everyone can travel safely, in comfort and with confidence is important to us. That’s why we provide the Passenger Assist service for older and disabled passengers.

Sophie from the team at Liverpool Lime Street station said she and her colleagues help with lots of services and questions from passengers every day.

She said: “There is always someone that needs your help, whether they don’t know what platform they’re on, they’ve never been to the station before, so they don’t know where they’re going and what train they’re getting on, or just some general information about the city. So we’re always there to help.”

She added: “You get a lot of regulars coming in … who know you now, and it’s always nice when you’ve not seen them for ages, you can have a chat and see what they’re up to.”

When you contact the train company you’re starting your journey with, they can:

  • arrange assistance
  • help you on and off trains
  • reserve wheelchair spaces and seats
  • provide you with detailed rail information 
  • assist with any animals or pets you have with you.
A female passenger wearing a sunflower lanyard and sunflower face covering at Liverpool Lime Street station
“I know how brilliant they are with people.”

How to book Passenger Assist

To book Passenger Assist for your next journey you can contact the train company you are starting your journey with, or check out the National Rail Enquiries assisted travel pages.

The National Rail Enquiries website has information on how to book assistance in a variety of ways, including the Passenger Assistance Smartphone App. It also has detailed information on the accessibility of all stations.

Read more:

Planning a trip

Helping you travel safely

Information for disabled and older passengers

National Rail Enquiries’ information for disabled passengers

Our approach to inclusive design across the network

How Access for All creates more accessible stations