中文 عربى Accessibility My Account Home > Before you travel > Assisted Travel Information Accessible Travel Information Passenger Assist At Chiltern Railways we want to provide a great service for all our customers, including those with special travel needs or those who would appreciate a helping hand. What can our Assisted Travel Team help with? Our Assisted Travel Team can help you in all kinds of situations, such as: Advice about access at the stations you want to use. Assisting you when you arrive at the station, change trains or reach your destination. If you have a disability that makes travelling by train difficult, you may qualify for discounted travel – ask the Assisted Travel Team for details. Booking Passenger Assistance Let us know, at least six hours before you travel, so we can help make sure you have a hassle-free journey. If you are travelling in the morning we recommend you let us know by 22:00 the night before. But, even if you need a hand on the day, we’ll still do everything we can for you. Call 03456 005 165 (selecting option 3 then option 3 again), daily between the hours of 08:00 - 22:00. If passengers are deaf, hard of hearing or speech impaired, they can use the Relay UK app and request 03456 005 165 (selecting option 3 then option 3 again). Booking Passenger Assistance through National Rail Simply call for free on 0800 0223720 24 hours before travelling or text 60083. For textphone/SMS 0845 60 50 600. Let us know the journey you are planning to take, and we will connect you to the appropriate train operating company to make your booking request. For text and textphone we’ll send an instant SMS with the number you need to dial from your textphone unit. Call and texts are at no charge. I need assistance to complete my journey. Will this still be available during the Coronavirus outbreak? If you need assistance to go by train, staff will continue to provide help. Passengers can book assistance in advance to ensure that staff are prepared for your journey. Different rail operators might have different approaches and we advise that you should check with all operators you are using and we encourage you to book if using several operators in a journey. Our staff will wash or sanitise their hands before the assistance is carried out. Our staff are issued with masks and will wear them when providing assistance. If our staff need to push a wheelchair on board a train (or help with alighting) they will wipe down the handles before and after use. When guiding someone with a visual impairment, they will ensure there is no skin-to-skin contact and staff will remain facing forwards. Passengers will be asked to remain 2m away whilst a ramp is being put in position. All passengers will be guided to the appropriate area on board for their journey. Help us to help you Please book passenger assistance as you normally would. When booking, it would really help if you could tell us if the assistance you require will involve our assistance staff coming within 2 metres of you. For example, if you need physical help to board the train or someone to physically guide you from train to station or vice versa We require that you try to follow the government guidance on face coverings and social distancing during your journey. Our staff may wear a face covering or other protective wear e.g. a visor, when providing assistance to you. This is to keep you and our staff as safe as possible. For more information on how we are providing assistance in line with Government advice, please click here. What should I do if the assistance I was seeking was not delivered? You can make a complaint on the webform at the bottom of the contact us page. When assistance has been booked but has not been provided due to a failure of the assistance service, we will provide you with appropriate redress. In these instances, the form and value may be determined on a case by case basis taking into account the circumstances of each case. We will be happy to assist you with your claim. We will coordinate a response to your complaint if you travelled with multiple train companies, and we will provide you with a full explanation in response, including why it happened and what mitigating actions we intend to take as a result. Accessibility Group We launched our Accessibility Group in March 2021 which brings together local people who have lived experience of disability to create a more accessible rail network and have a say in how policy is shaped at Chiltern Railways. We are currently recruiting for up to 8 volunteers who have personal experience of disability and access barriers (or advocate for someone who has) and have a passion for accessible public transport. Find out more information about the group and how to apply here. Wheelchair spaces We welcome customers in mobility scooters on our trains and can carry customers in scooters and wheelchairs up to 700mm wide and 1200mm long with a maximum weight of 300kg (including your weight). Customers may remain in scooters and wheelchairs when travelling and can use the dedicated wheelchair bays on our trains. Priority seating is available in every coach and is situated nearest the vestibules and is clearly signed. Accessible stations Click here for an interactive map that gives you information on how accessible stations around the UK are. If you are using a mobile device, we recommend visiting the station page you are travelling to and from which will provide accessibility information. For information on stations that are served by Chiltern Railways, please visit our stations and route map page. Accessible toilets Are available in the coaches next to the wheelchair spaces and are clearly indicated on the outside of the units by the yellow strip and signage on the doors. All of our manned stations have accessible toilets. Car Parking Disabled drivers with Blue Badges can park for free at all of our stations. On your first visit to the station car park you must speak to ticket office staff, who will check your Blue Badge and register your vehicle on the Automatic Number Plate Recognition (ANPR) system. You must clearly display your Blue Badge on your vehicle dashboard every time you park. If no staff are available at your nearest station then please contact us here. Onboard Our trains all have an interior colour scheme designed to help those with visual difficulties. To assist those with hearing problems, all our carriages have electronic visual displays showing the stations at which the service calls. 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: Adults Children Disabled Persons Railcard holders Companion to a Disabled Persons Railcard Holders Most National Rail Fares Single or Return Off-Peak Oyster Pay As You Go 34% 50% Visually impaired customers when travelling with a companion National Rail Anytime Day Single, Anytime Single or Anytime Return National Rail Anytime Day Return 34% 50% 50% 50% Wheelchair users who stay in their own wheelchair and one companion National Rail Anytime Day Single, Anytime Single or Anytime Return National Rail Anytime Day Return 34% 50% 34% 50% Freedom Pass holders and up to 4 children FREE 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 National Institute of Blind People (RNIB) or Blind Veterans UK (formerly St Dunstan’s). What is the Sunflower Lanyard? Sunflower lanyards are intended as a way for people with non-visible impairments to indicate they might need assistance and they can also be used, with an additional card, to indicate someone is exempt from wearing a face covering. If you want any further information please click here. 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. A one year card currently costs £20. A three year card is also available for £54. Season tickets for the visually impaired 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 National Institute of Blind People (RNIB) or Blind Veterans UK (formerly St Dunstan’s). 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 Refunds and Compensation 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. Further information For fares and services or to book tickets please call us on 03456 005 165 (0700hrs to 2200hrs) or Textphone: 08457 078 051. If your vision is impaired and you would appreciate a large print (A3 paper sized) version of our timetable booklet please call 03456 005 165 (Mondays to Fridays, 0830 to 1730). To help to inform you before you travel, the follow documents are available to you, click to open the documents: Related Documents Guide Dog Travel Charter Chiltern Railways accessible travel policy Making Rail Accessible A4 Leaflet Enter your email to receive exclusive offers and deals Customer help Tickets Your journey Journey planner About Chiltern Railways Contact us FAQs Customer service Accessibility Privacy Terms & conditions Modern slavery statement Gender Pay One Arriva Service Quality Report Connect with Chiltern Railways We place cookies on your device to help make this website better Information and settings shows you how to amend your cookie settings if you choose to I am fine with this Information and settings