Booking assisted travel

Booking assisted travel

We want to make it as easy as possible for you to travel with us and offer a range of assistance if you have access needs.

We'll always do our best to help you whether you're travelling at short notice or have booked assistance in advance.

Our Passenger Assist service is available for those requiring extra help to travel. We encourage passengers to book assistance before you travel – it will really help us plan and make sure you’re not hanging around. 

We want everyone to travel with confidence. That's why, if you're planning on travelling with Transport for Wales Rail services, you can request an assistance booking in advance - now up to 2 hours before your journey is due to start, any time of the day.

Please be aware that you can always simply “turn up and go” without booking assistance in advance, or if you have made an online booking that has not yet been confirmed. We'll provide assistance to get you to your destination.

There are several ways to book:

• Online when you book your tickets: choose the help you need from our range of options
• Online using our book assistance form
• By phone: call our Passenger Assist team on 03330 050 501 (Open 24 hours every day, except 25 and 26 December)
• By Next Generation Text: call our Passenger Assist team via text relay service on 18001 03330 050 501 (Open 24 hours every day, except 25 and 26 December)
• Using the Passenger Assistance web and mobile customer system. Please note, this system is not available in Welsh.

If you have not booked assisted travel, we will always do our best to help you, but it may take a little more time to arrange the support you need.

For National Rail

• Tel: 03457 484 950 or 08000 223 720 (Open 24 hours every day except 25 December) 
• Online - Website: https://www.nationalrail.co.uk/ 
• Text Direct: 03456 050 600: (for people who are hard of hearing or deaf) 

Calls cost no more than calls to geographic numbers (01 or 02) and may be included in inclusive minutes and discount schemes in the same way.

• Our Passenger Assist booking customer commitment

  • Passenger Assist is a national system supported by all train operating companies, which helps operators to arrange passenger assistance for disabled customers or customers with restricted mobility.

  • We want everyone to travel with confidence. That is why, if you are planning on travelling with Transport for Wales Rail services, you can request an assistance booking in advance - now up to 2 hours before your journey is due to start, any time of the day.

  • Our Passenger Assist team is available by telephone 24 hours a day (except 25 and 26 December.) or you can use our online booking process 24 hours a day, 7 days a week (except 25 and 26 December.). Please see section C of our TfW Making Rail Accessible: Guide to Policies and Procedures.

  • Please be aware that you can always simply “turn up and go” without booking assistance in advance, or if you have made an online booking that has not yet been confirmed. We will provide assistance to get you to your destination.

Train accessibility

Find out about on-board facilities to help you plan your journey.

Please be aware that types of train that do not feature fully accessible facilities, including toilets, are operating on some routes. We’re working hard to improve your public transport network, including more accessible trains.