Assisted Travel

If you need assistance for your journey you can still book Passenger Assist from this page, during Covid-19 and throughout the festive period.

View an accessible version of our Coronavirus travel information page here

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 (it is now mandatory for anyone travelling with us to have a seat reservation), 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

  • Let us know, at least by 10pm the night before you travel (even throughout the festive period), so we can help make sure you have a hassle-free journey. But, even if you need a hand on the day, we’ll still do everything we can for you.
  • Live Chat daily between the hours of 08:00 - 22:00 - on our Help and support pages.
  • Call 03457 225 225 daily between the hours of 08:00 - 22:00. Outside of these hours, you can call the National Freephone Passenger Assist line on 0800 0223720.
  • Request assistance online via the assisted travel form.
  • Or use the Text Relay Service on 18001 03457 225 225

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.

Had assistance before COVID-19?

We are still offering passenger assist as we did before COVID-19. You may notice 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). 

  • To ensure social distancing, when using lifts on our station, the member of staff assisting you may use the stairs. They can still assist you in and out of the lift.
  • 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.

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 we introduced 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.

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. You can also email customers@lner.co.uk or contact us on social media. 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.

Azuma accessibility FAQs

How many wheelchair spaces does an Azuma train have?

Are there wheelchair spaces in First Class?

What happens if my train has no Standard wheelchair spaces?

Are there companion seats with all the wheelchair spaces onboard?

Are there priority seats on Azuma?

Are boarding ramps required for Azuma trains?

Do the new Azuma trains have announcements onboard?

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

Are there accessible toilets onboard?

Do the windows have blinds on an Azuma?

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