We are committed to making our services inclusive and are working hard on a range of initiatives to open up rail travel to everyone.
Our Making Rail Accessible leaflet details the services we offer. Copies are available at staffed stations or from our Contact Centre. It is available in various formats (such as large print and easyread) on request. You can also download it as a PDF standard format.
If you need assistance, like boarding the train or getting around the station, we're happy to help.
We support the rail industry Passenger Assist scheme and our team will be happy to help you book your journeys for anywhere on the network. You can book:
- online using Passenger Assist form
by phone on Freephone 0800 024 8998; or
Next Generation Text: 18001 0800 024 8998
Our opening hours are 8am – 10pm, 7 days a week except Christmas Day and Boxing Day.
We strongly recommend booking assistance at least 12 hours in advance for West Midlands Railway services, especially as not all of our stations are staffed all of the time. But if you can't, we will do our best to help you on the day. Please also let us know if you would like us to book your return journey at the same time.
Please note if you are travelling with other train companies, we require 24 hours notice.
On the day
Whether pre-booked or not, please arrive at the station at least 20 minutes before your train departs and allow more time if you need to buy a ticket.
Train and station facilities
We have a variety of trains in our fleet, which means facilities can vary. If you have a specific requirement please contact our Passenger Assist team. They'll be happy to help.
Please note that there is no wheelchair accommodation in First Class.
Our Passenger Assist team can also advise you about the accessibility levels of our stations and can arrange alternative transport if a station is not accessible to you. You can also download a list of our station accessibility features and a step-free network map.
Mobility scooters and wheelchairs
All of our trains are wheelchair accessible with the exception of our First Class carriage.
Mobility scooters and wheelchairs need to be able to fit on the platform-to-train ramps and manoeuvre safely inside our trains.
Wheelchairs and scooters must be no bigger than 1200mm long by 700mm wide. Our ramps can carry a maximum weight of 300kg (the combined weight of the scooter/wheelchair and passenger).
We cannot provide alternative transport for scooters.
Tickets & Discounts
Buying a ticket has never been easier. You can buy online, through our app and at station booking office or ticket machine. And if for some reason you can't buy a ticket before you board, we will be happy to sell you one on the train as long as you have cash or card to hand. We'll also offer the following discounts if you qualify:
- Railcard discounts (including Disabled Persons and Senior Railcards). A Railcard is a great way get discounted rail travel throughout Great Britain, saving you at least a third on the standard fare. You can buy Railcards from any of our ticket offices or online.
- Concessionary discounts. Available without needing to have a Disabled Persons Railcard, these apply if you need to stay in your wheelchair during the journey or registered blind and travelling with a companion. Ask a member of our station or train teams for more information.
- English National Concessionary Pass. Disabled or older people who live in the West Midlands can travel for free within the West Midlands boundary area at certain times.
Because we don't have wheelchair accommodation in our First Class compartment we will refund the difference if you have a First Class ticket. If you decide not to travel then we will refund your ticket in full.
You must always have a ticket for your journey and never complete your journey without one.
Accessible Priority Seating
Priority seating is designed to be easily accessible for passengers who need it.
Our priority seats are intended for:
- Disabled people
- Elderly people
- Pregnant women
When asked politely, most people will be quite happy to move from the seat (unless they need it too) to allow you to sit there instead. However, we understand that not everyone is comfortable or able to ask so we operate a Priority Seating cards scheme. To sign up for the scheme, simply download a Priority Seating card application form or request one from our Contact Centre.
Travel Support Card
Our staff are trained to listen to all passengers. However, if you would be more comfortable showing a member of staff a card that explains the help you need, please download and print our Passenger Support Card and fill it in:
You can also ask our Contact Centre to send you one.
We have asked the Department for Transport for permission to run some types of train into 2020 because we need the seats, especially in busy periods. This has been approved but only applies for a limited period.
This affects services in the West Midlands on the Cross City line and on Birmingham to Hereford and Worcester to Whitlock End/Dorridge services
The Cross City electric trains are being refurbished with fully accessible toilets but we can’t take too many out of service at one time. So we need until the end of September 2020 to get all the carriages adapted, but we’re well over halfway now with the improvements. Watch out for new toilets on the trains between Lichfield and Bromsgrove/Redditch.
The single car units on the Worcestershire lines have had further improvements but they don’t have an accessible toilet. They will also be coupled to a modern train so do make sure you board the right part of the train as you can’t always walk through all the carriages. This in in place until the end of December 2020.
If you need to know what types of train to look out for, go to our rolling stock accessibility guide.
Our new timetables will also tell you which trains to watch out for. Where older trains are planned to be used, they will be shown on the timetable to help you plan your journey.
If you are pre-booking tickets please be aware that not every Cross City train will have an accessible toilet, and for the other routes, you will need to travel in the right part of the train to be able to use the accessible facility.
Our new Accessible Travel Policy will also let you know which stations have an accessible toilet, so if you need to, you can leave the train and join the next one
Learn about how we're making accessing our website easier for those with visual or hearing impairments.
Our Accessible Travel Policy tells you what we’re doing to protect the interests of customers with disabilities.