Assisted travel and minors

Check here for some of our frequently asked questions about assisted travel and unaccompanied minors

Can wheelchair users pass through the automatic ticket gates?

The ticket gates are built to the latest accessibility standards with extra wide gates to accommodate wheelchairs. As well as serving passengers with disabilities, the gates are designed to ensure passengers with pushchairs, small children or large amounts of luggage are not delayed. If you require assistance at the station please contact a member of the station team.


What if I just want some help with my luggage?

Most Train Companies do not offer luggage assistance, if you want to contact the Train Company directly they will be able to advise you of their policy.


What to do if your ticket won't go through the ticket gate

If your ticket is damaged or you hold a different ticket type with no magnetic strip or barcode, please ask a member of staff for assistance. If your Season Ticket becomes damaged, ask for a replacement at the ticket office where you originally purchased it.


How do I make a booking for a wheelchair user?

Unfortunately, are currently unable to make wheelchair bookings or book travel assistance for passengers who may require it. However, once you’ve booked your tickets for your journey, a phone-call directly to the Train Company you are travelling with will ensure you get the help you need.


At what age can children travel on your trains unaccompanied by an adult? or Train Operators cannot take any responsibility for children travelling alone and Train Companies will not allow any child under the age of 12 to travel without an adult aged 16 or over. If Train Company staff believe that a child under that age is travelling alone, the British Transport Police will be called for assistance.


If my wheelchair or scooter is too big can I just check it in the drivers or guards van?

Train companies are regrettably not able to carry wheelchairs or motorised scooters which exceed the maximum space restrictions. To ensure your wheelchair or motorised scooter will be allowed on board, please contact the Train Company you are travelling with who will be able to provide you more information on the correct specifications.

How do I arrange assistance with boarding and alighting from the train?

If you require assistance when on your journey, or when boarding and alighting, the Train Company you’re travelling with will be able to help you book this assistance after you’ve booked your train ticket.