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How our station staff can help you

Ever need help from station staff on your rail journey?

Maybe you need a hand understanding your train arrival or departure times. Or you’re a little nervous about your journey. Maybe you need some help travelling around the station? 

Our station staff can help you with all these and more. 

Customer service assistants

Our customer service assistants are available at all of the 20 stations directly managed by us at Network Rail. They’re the biggest and busiest railway stations in Britain.

You can usually find them on the station concourse and at the passenger assistance desk. 

They can give you up-to-date travel information, organise ramps for wheelchair users, or even point you in the right direction for a much-needed retail break. 

They can also arrange a station buggy if you’re older, disabled or have a temporary impairment.

Lydia Fenny, a customer service assistant at London Waterloo station, said: “The health and safety of all our passengers is a key aspect of our role.”

Customer service assistants also play a crucial role in keeping the station and the millions of people who use them safe. They carry out ID checks of staff working around the station, undertake regular station checks and help ensure the station is safe, clean and hazard-free. 

Infographic showing a security lapel against a blue backdrop with the following text: Our staff are trained to look after you on your journey. Always ask them for help if you need it.

Passenger Assist

We also provide a service called Passenger Assist for older and disabled passengers. Passenger Assist is free. And you don’t need a railcard to use it.

To book Passenger Assist for your next journey just contact the train company you’ll start your journey with or check the National Rail Enquiries assisted travel pages.

The National Rail Enquiries website has information on how to book a range of help, including usingthe Passenger Assistance Smartphone App. 

Turn Up and Go

We understand it’s not always possible to plan your journey in advance. So you can turn up and go if you haven’t booked. Find out more about this service on National Rail Enquiries assisted travel pages.

Mobility assistants

We also have mobility assistance teams to help our passengers needing extra support – particularly with mobility. They are there help you on your journey as much as they can. 

Watch this video to find out why mobility assistant Sophie Harding loves her job helping you get around safely:

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