Policies and information

We’re committed to excellent service for all our customers.

Working with our rail industry colleagues and the Welsh Government, we have ambitious plans to improve the accessibility of our services.

Accessibility Information for Older and Disabled Passengers

Our Making Rail Accessible: Helping Older and Disabled Passengers guide includes accessibility information about our stations and on our trains, and advice on the assistance available when you travel with us.

Making Rail Accessible: Helping Older and Disabled Passengers | Open as PDF

Making Rail Accessible: Helping Older and Disabled Passengers | Open as Word Doc

Pick up a printed copy from our staffed stations or we can post one to you if you contact Customer Relations on 0333 005 501 or contact us via our webform.

Our Policies and Practices

You can also read more about our commitments to equality and improving accessibility in our Making Rail Accessible: Guide to Policies and Procedures.

Making Rail Accessible: Guide to Policies and Procedures | Open as PDF

Making Rail Accessible: Guide to Policies and Procedures | Open as Word Doc

If you would like copies of these guides in an alternative format please contact Customer Relations on 03333 211 202 or contact us via our webform.

Stations made easy

National Rail Enquiries’ Stations Made Easy includes floor plans, photos and accessibility information about our stations. Check opening hours, availability of accessible toilets, and whether there are staff on hand to help.

At some of our stations the lifts can only operate when platforms are staffed.

Search for your station on the National Rail website (opens in new window).

Allergies and intolerances

If you have a severe food allergy, we ask you to please make on-board staff aware of this as soon as possible. Whilst we are unable to remove the risk, we aim to do our part to mitigate this as far as reasonably possible. Transport for Wales are unable to guarantee a safe environment for those with severe allergies and the responsibility remains with our passengers to decide whether to travel based on their own understanding of the risks involved.

In the case of nut allergy, for example, we will:

• Make announcements regularly to ask other customers to not consume nuts
• Look to withdraw nuts from sale at our trolleys and food bars (however, purchases may have been made prior to the customer boarding)
• Remove items containing nuts from our complimentary range in First Class if appropriate

Please note we are unable to accommodate customers with allergies unless staff are informed of this immediately upon the start of the journey. However, we cannot guarantee a nut-free environment as although our trains are all cleaned regularly whilst in service, a constant turnover of customers may result in a risk depending on the nature of the individual’s allergy.