Assisted Travel

If you need assistance for your journey you can still book Passenger Assist from this page.

What can our Assisted Travel team help with?

  • Advice about access at the stations you want to use.
  • Assisting you when you arrive at the station, change trains or reach your destination
  • Reserving seats, including wheelchair spaces and extra legroom if you’re travelling with assistance dogs.
  • Helping with all these things when buying tickets for other train operators’ services. (Some train operators don’t offer seat reservations on their services, but we can still help arrange assistance).
  • If you have a disability that makes travelling by train difficult, you may qualify for discounted travel – ask the Assisted Travel team for details visit our discounted travel FAQs.

How to book assistance

Ways to book:

It takes just a few clicks to book Passenger Assist when you book direct with LNER.co.uk or through our app. Plus you’ll receive confirmation instantly for wheelchair spaces, while our team handle your assistance booking request separately. Even better, we’ll remember your details for next time. So once it’s set up, it’s sorted.

You can also benefit from services like Change of Journey and our extended booking Horizon, as well as One Click Delay Repay and our loyalty scheme, LNER Perks. With no need to contact the Customer Service team, it’s easier than ever.

You can book your Passenger Assist up to 2 hours before your journey. If you are not able to book in advance, let us know when you arrive at the station and the team will be happy to help.

  • Select the Passenger Assist option when booking your ticket on the LNER website.
  • Call 03457 225 225, 24 hours a day.
  • Use the Text Relay Service 18001 03457 225 225
  • Between the hours 22:00 and 08:00 please phone, textphone or use the Passenger Assist app. 
  • Fill out the Passenger Assist form (this will be picked up the next day when our team starts at 8am).
  • Live Chat daily between the hours of 08:00 - 17:00 - from our 'Help and support' pages.

You can buy your ticket when you call us to book your Passenger Assist, which will include a reservation to travel on our trains. If you've already booked your ticket online, when you book your Passenger Assist, this will include a reservation, also.

We have recently rolled out a new Passenger Assist booking system nationally to make the booking process quicker and more reliable. The first time you make a booking over the phone, since the introduction of this new system, you will be asked to provide your personal details again due to GDPR. This will only happen the first time and then you can make bookings going forward as normal.

Passenger Assist since the Covid-19 pandemic

There may be some small differences, such as the protection our staff are wearing, but you will still be able to get the same service (including offering sighted guiding and ramp assistance) as before the pandemic. 

If you have any questions, do let us know when booking your assistance or let our team know at the station if you are unsure about how any of the assistance will work.

What to do if you book Passenger Assistance and we fail to offer assistance?

When you have booked assistance and it has not been delivered we will provide you with compensation for your journey. When your assistance was booked for travel on one of our trains we will offer you a full refund for the cost of the journey. If you were travelling on another train company’s service, please contact that company who will arrange for appropriate redress.

You can make a complaint by contacting us.

For more information, please read our Accessible Travel Policy (PDF). The details are laid out in section A8: Redress.

Accessibility onboard

Wheelchair spaces

All of our trains have spaces for wheelchair users. The maximum size of wheelchair able to safely travel on our trains are:

  • 120cm long by 70cm wide in both First Class and Standard accommodation.

If you use a mobility scooter and it is within the size dimensions above, you are also able to travel on our trains and use wheelchair spaces. Please note that while you do not need a permit to bring a mobility scooter on an LNER train, some operators do require permits so please check with all train operators involved in your journey before travelling.

A handful of our trains have a slightly different seating layout with the wheelchair space and accessible toilet being located in First Class rather than Standard.  If you have reserved a wheelchair space on one of these trains, or require a wheelchair space and one is available, we’ll upgrade you to the First Class on the train for free. Our teams at the station can advise what type of train you are due to travel on.

Accessible toilets

Accessible toilets on Azuma trains

There are accessible toilets on all Azuma trains but they are located in different coaches depending on the length of train you're in.

  • On a 9-coach Azuma the accessible toilets are in coach A and M
  • On a 10-coach Azuma the accessible toilets are in coach A, E, F and M
  • On a 5-coach Azuma the accessible toilets are in coach A and E.

Accessible toilets on non-Azuma trains

Our wheelchair accessible toilets are located in Standard coach F and coach L in First Class.

Verbal guide to Azuma 9-car

We have created a verbal guide to assist customers who would like to hear where seating, toilets and bins are located on our new Azuma train.

Download the verbal guide

For more information on our new Azuma trains click here to view the Azuma accessibility FAQs.

If there are any amendments to the accessibility on our trains, this will be updated on our live travel alerts page.

Sunflower Lanyards

As part of the sunflower lanyard programme our staff will recognise and help customers who have non-visible impairments wearing a green printed sunflower lanyard. Staff will find out what help is needed and do what they can to accommodate.

Wearing a lanyard

You can wear a green sunflower lanyard at any time and take it off if you decide you do not want any help. You will not be offered any less assistance if you do not have a sunflower lanyard nor do you have any obligation to wear one - this is entirely voluntary.

Where can I get a lanyard from?

If you want a lanyard, you can get one from any LNER station by visiting the travel centre or information desk or alternatively, you can also email us at  customers@lner.co.uk to request one by post. Please send us your feedback on Twitter using #SunflowerLanyard

This is the same project that is currently operating in all major UK airports as well as other locations such as Sainsbury's and all other UK train operators. We're using the same sunflower lanyards as these places so if you already have a lanyard you can wear this.

Discounted Travel FAQs

If you have a disability that makes travelling by train difficult you may qualify for discounted travel.

Concessionary fares

If you’re registered as blind or visually-impaired and are travelling with another person then you’re entitled to special concessionary fares and discounts.

You can save:

  • 34% discount on First Class/Standard Anytime Singles or Returns
  • 34% discount on First Class/Standard Anytime Day Singles
  • 50% discount on First Class/Standard Day Returns

Please carry a document confirming your visual impairment when buying your ticket and when travelling. This must be from a recognised institution such as Social Services, your Local Authority, The Royal Institute for the Blind (RNIB) or St Dunstans'.

Wheelchair users

If you need to stay in your own wheelchair during your journey the above concessionary fares also apply if you are travelling alone or to any one adult travelling with you. 

Disabled Person’s Railcard

If you have a disability that makes travelling by train difficult you might qualify for the Disabled Person's Railcard.

A Railcard gives you and an adult companion 1/3 off most Standard and First Class fares throughout the UK. It also lets you purchase discounted tickets on the train you’re travelling on.

Find out more with the ‘Rail travel made easy’ guide published by the Association of Train Operating Companies (ATOC). These are available at major stations, or at www.disabledpersons-railcard.co.uk.

A one year card currently costs £20. A three year card is also available for £54.

Season tickets for visually impaired customers

If you are blind or visually-impaired you can buy a season ticket that allows a companion to travel with you for free. You can buy these tickets at staffed stations, just remember to carry a document confirming your visual impairment when buying your ticket and travelling. This needs to be from a recognised institution such as Social Services, your Local Authority, The Royal Institute for the Blind (RNIB) or St Dunstans’.

Disruption FAQs

We'll do our best to take care of you during disruptions

Delays & alternative transport

If the train you are due to catch is seriously delayed, we’ll make sure you have a suitable place to wait in the station. We will also help out if there’s a platform change too.

 If your train is seriously delayed or cancelled before you reach your final destination (as shown on your train ticket) we’ll do our best to get you there by other means, either by arranging a seat for you on another train or by alternative transport suitable for your needs. If we still can’t get you to your final destination, we will get you as close as reasonably possible. Where necessary, we will arrange overnight hotel accommodation for you until we can get you there.

If you are travelling on a train operated by another train company and due to circumstances within their control that train is unable to continue its journey, they will try to get you to your final destination by other means.

In certain circumstances, according to the conditions set down in our Passenger's Charter, compensation and refunds will be available.

You can find out more about our Delay Repay policy here.

When services and facilities are unavailable

We always do our best to make sure that the facilities you need to use on our services, such as lifts and call-for-assistance buttons, are in good working order. If they fail and cannot be repaired immediately, our Assisted Travel team will be informed of the problem and estimated repair time as soon as possible. We also pass this information on to other train operators. Wherever possible, we will offer other means of access or alternative transport free of charge.

We will consult the Department for Transport about any facilities we remove permanently and provide a suitable replacement. Very occasionally, trains may not have the anticipated wheelchair spaces or wheelchair-accessible toilets in place if, for example, the appropriate coach is not available. In the rare cases of wheelchair-accessible toilets not working, we’ll give you the option of catching a different train.

Emergency evacuation

Each station has an individual station evacuation plan that describes procedures to be adopted by employees if there’s a fire, security alert or similar incidents. The plan defines specific responsibilities for each party involved in the emergency. Our people are trained in these procedures at induction training and subsequently through regular briefings. These plans will be regularly reviewed and we will endeavour to consult with appropriate disability groups.

 Our on-train employees are trained in Emergency Evacuation procedures, including the evacuation of customers with disabilities. If you use a wheelchair, our normal policy is not to evacuate you until appropriate support is available unless you are in a life-threatening situation. Our plans will be subject to regular review in consultation with organisations that represent the interests of people with disabilities.

Onboard accessibility FAQs

How many wheelchair spaces does an Azuma train have?

All of our new 9-coach and 10-coach Azuma trains have four wheelchair spaces.

Our 5-coach Azuma trains have two wheelchair spaces. On long distance journeys the 5-coach trains will be doubled up to 10-coaches.

Are there wheelchair spaces in First Class?

On a 9-coach Azuma there are two wheelchair spaces in Standard and also two in First Class.

On an Azuma train with 10 coaches all four wheelchair spaces are in First Class – two in coach E and two in coach M.

What happens if my train has no Standard wheelchair spaces?

Not a problem! We will upgrade you to First Class if there are no Standard wheelchair spaces available. Our Assisted Travel team will arrange this upgrade for you and any assistance you require on to the train.

Are there companion seats with all the wheelchair spaces onboard?

Absolutely. All wheelchair spaces on our trains have companion seats. There are two companion seats in Standard with the wheelchair spaces.

In the First Class coaches there is one companion seat with one wheelchair space and two companion seats with the other space.

Are there priority seats on Azuma?

Yes. There are priority seats throughout our Azuma trains providing more unreserved priority seats than on our existing trains. You can see these on our Azuma seat maps here.

If you have reduced mobility or are pregnant and require these priority seats, you can reserve them ahead of your journey, through our Assisted Travel team here.

Are boarding ramps required for Azuma trains?

Yes, you will need a member of staff at the station to deploy the ramp for boarding and alighting the train if you need step-free access.

Our new Azuma trains have a ramp that is less steep and more comfortable for anyone going up or down them. Speak to a member of station staff or contact our Assisted Travel team to book assistance if you need step-free access on and off our trains.

Book assisted travel

Do the new Azuma trains have announcements onboard?

Our Azuma trains have both audio and visual announcements on all trains to give you information about the stations the train is stopping at and for the safety information. This is a combination of automatic and manually triggered announcements. Pre-set announcements can be both triggered audibly and visually.

What will the seat reservations look like onboard an Azuma train?

You can check your ticket (both outward and return) to see if you have a seat reservation. You can check your LNER account online or on the LNER Mobile App if you bought directly from us.

  1. If you can see a coach and seat number, great - you already have a seat reservation!
  2. If you don't have a seat number, getting one is easy. Simply use this form to make a free seat reservation.

How to make a reservation

Are there accessible toilets onboard?

Azuma has a number of universally accessible toilets onboard.

  • On a 9-coach train we have one in coach A and M, closest to the wheelchair spaces.
  • On a 10-coach train we have them in coaches A, E, F and M – again nearest to the wheelchair spaces.
  • On a 5-coach train, these are located in coaches A and E.

We have also incorporated the automatic voice that tells you when to lock the door and whether the door is locked.

View the Azuma seat map

Do the windows have blinds on an Azuma?

Every window on our new trains, in both Standard and First Class, has a blind that can be pulled down.

There are a number of unreserved windowless seats at the end of the coaches, if you prefer to reduce bright light and glare on your journey.

Do the wheelchair spaces have plug sockets on an Azuma train?

Yes. All wheelchair spaces have a plug socket to charge your mobile devices and in First Class coaches there will also be USB ports.

Booking a wheelchair space and companion seats FAQs

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.