Wheelchair spaces

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How do I book a wheelchair space online?

The wheelchair spaces can be booked when booking your tickets.

 

Choose your tickets for your chosen journey, then on the Journey details page press the “wheelchair or scooter user” button. Complete the Passenger Assist form and your space will be reserved, as well as companion seats if needed.

Can I book companion seats for people travelling with me?

Yes, this can be done whilst booking your tickets. When completing the Passenger Assist form, you can choose the number of wheelchair spaces and companion seats. For example, if you have booked three tickets, you will be able to book one wheelchair space and two companion seats.

Is there a limit to how many passengers can travel when booking a wheelchair space?

Yes, due to the layout of our trains, you can only book up to two wheelchair spaces and up to two companion seats per wheelchair user. Unfortunately, the two wheelchair spaces cannot be booked next to each other due to the layout of our trains.

 

If you require more than two companion seats, please contact our customer centre who will be able to seat your party as close together as possible.

What do my wheelchair and companion tickets look like??

Your ticket will look the same as any other train ticket. You can also request your ticket as an eTicket, which can be scanned from your mobile phone, can be sent to someone else to use or printed as a PDF to print.

Will I get assistance at the station when I book a wheelchair space?

Yes, if you book at least 2 hours before travel. When you complete your Passenger Assist form during your booking, the from will be picked up by our Passenger Assist team at the stations. They will be waiting for you at your departure and arrival station

If shorter notice than this, your wheelchair space will be reserved but our team may not pick up your assistance request in time. Please let the station team know you have arrived as early as you can and they will do what they can to assist you on to your chosen train.

Do I have to fill out the Passenger Assist form every time I travel and require a wheelchair space?

Each time you travel requiring a wheelchair space, you will need to fill in our form. However, the form will save some of your preferences to make it faster next time.

How will I know that I have been assigned a wheelchair space and companion seats?

The Passenger Assisted form will highlight the wheelchair spaces and companion seats which have been booked for you with icons which state the seat and coach number along with the type of reservation they are.

 

This will also be confirmed with the same icons and wording on the booking confirmation page, your booking details in My Account, and a booking confirmation email.

What about if my train has no standard class wheelchair spaces remaining?

In this instance, your wheelchair space and any companion seats reservation will be in first class with no charge! You’ll be able to enjoy all of the benefits of First Class travel during your journey.

What if the train has no wheelchair spaces remaining?

When you click on the 'wheelchair or scooter user' button we’ll check for availability on your selected service. If there is no availability, we’ll let you know and suggest other times.

Can I get a refund for my wheelchair space if I no longer wish to travel?

There is no additional cost for your wheelchair space booking. But our usual refund terms and conditions apply to your ticket.

Refunds and ticket changes

Can I change my journey for my wheelchair space booking?

Yes, find the booking in My Account and choose “Amend/cancel Your Booking”. Follow the process to change your journey. This can be done for free if done before 18:00 the day before travel.

Am I eligible for One-Click ADR with a wheelchair space booking?

Yes, if you have chosen to Opt-In to One-Click Delay Repay during your booking. If your journey is delayed then your claim will be automatically submitted, with a message or email sent to you to confirm you travelled on this service. Once confirmed the compensation will be paid automatically.