Booking Assistance

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 24 hours in advance, 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.

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.

Buying your ticket

You must always have a ticket for your journey and never complete your journey without having bought one.

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:

  • Railcards (including Disabled Persons and Senior Railcards) are 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 at
  • There are also concessionary fares 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 our staff for more information.
  • Disabled and older people with an English National Concessionary Pass who live in the West Midlands can travel for free on our trains at certain times in the area.

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.