Assisted Travel

We’re here to help

We make our trains as accessible as possible for everyone – including wheelchair users, people with a wide range of disabilities, parents with children, and anyone with heavy bags.

Passenger Assist

Passenger Assist is a national booking system supported by all train companies which enables disabled and older customers to discuss and book their assistance requirements in advance of their journey. We can help with all aspects of your journey such as

• Planning your journey, choosing the best trains, times, tickets
• getting on and off the train (including providing ramps, sight guidance etc)
• moving between platforms and around the station
• purchasing tickets
• assisting with your luggage
• advising what facilities are available on board and at the stations.

Passenger Assist, information and booking

Our Assisted Travel Team operates round the clock, 24h a day, 7 days a week.

• Tel: 0800 028 2878 (free from landlines and mobiles)
• Tel: 0345 600 7245 (Option 4)
• Text Type: 18001 0800 028 2878
• Email: assistedtravel@greateranglia.co.uk (Information Only)
• Passenger Assist by Transreport App, is the new App for disabled people and their companions to request assistance for rail travel in Great Britain. Available for Android and Apple devices

Recommended booking notice period

To make sure that our staff can give you the best service and notify you if there is anything that will affect your journey, we recommend booking assistance in advance, giving us a minimum of two hours notice where possible.

Redress

If the assistance you book is not met, then you may be entitled to redress. Please contact us at the address below with details of your claim and booking reference

Freepost: GREATER ANGLIA CUSTOMER RELATIONS
email: contactcentre@greateranglia.co.uk
Tel: 0345 600 7245 (Option 8)
Type Text: 18001 0800 028 28 78

Discounted Travel

Discounted travel is available for holders of Disabled Persons Railcard and Senior Railcard. Details of all national rail cards are available on the Railcard Website. Other discounted fares are available, but some may only be available through a ticket office.

If you are visually impaired

and need to travel with a companion and you do not hold a railcard the following discounts on Anytime/Day tickets apply for both of you:

• First/Standard Anytime Single or Return – 34% off
• First/Standard Anytime Day Single – 34% off
• First/Standard Anytime Day Return – 50% off

No concession applies if you are travelling alone, and you do not hold a railcard.

To obtain these discounts, a document confirming your disability, issued by a recognised institution (for example, Social Services Department, Local Authority, Guide Dog Ownership certificate, Royal National Institute of Blind People (RNIB) or Blind Veterans UK) is required.

Season tickets – you can be issued with one adult season ticket to cover two persons; the two travelling for the price of one. A different companion may travel with you on different days.

If you are a wheelchair user and remain in your wheelchair throughout the journey

and you do not hold a disabled persons’ railcard, you will be given the following discounts on Anytime/Day tickets:

• First/Standard Anytime Single or Return – 34% off
• First/Standard Anytime Day Single – 34% off
• First/Standard Anytime Day Return – 50% off

The same discount will apply for one companion if you choose to take one. Be aware that even with these discounts it may be cheaper to buy advanced fares where they’re available.

Train Facilities

Station Information