Accessibility & Passenger Assist

If you need to book assistance for your journey, you can use either of the following methods:

• You can book your assistance online when booking your ticket. Simply select the tickets you wish to purchase and click 'Request Assistance'
• You can also complete our Passenger Assist form online to book your assistance. This can be completed after you have booked your tickets
• Alternatively, you can give our Assisted Travel team a call on 03457 225 225

If you require assistance within two hours of travelling, we advise that you speak with our Assisted Travel team on 03457 225 225 or speak with a member of staff at the station.

If you contact our Assisted Travel team on 03457 225 225, as well as booking assistance they can arrange reservations for you. For some train operators, including all LNER services, we will be able to book wheelchair spaces or priority seats if requested. Please be aware that some train operators do not have reservations and as such we cannot reserve preferences, however, we can inform staff in advance to help find you a priority seat or wheelchair space on the day.

If you have a disability that means you need assistance from our staff, then you are able to book assistance at 03457 225 225, through our web form, in an LNER Travel Centre. Where possible, please let us know at least two hours before you journey or where your journey takes place in the morning, by 22:00 the day before. If you cannot book in advance you can let station staff know on the day.

If you need assistance lifting a pram onto the train but do not have a disability, you should ask a member of staff on the platform/station rather than booking assistance.

If the pram is a mobility aid/wheelchair for the person using it then assistance can be requested the same way as for any other wheelchair user.

If you have a disability that means you need assistance from our staff, then you are able to book assistance at 03457 225 225, through our web form, in an LNER Travel Centre, or if you cannot book in advance you can let station staff know on the day. This includes if you are unable to carry your own bags onto the train as a result of your disability or medical condition. 

We do not offer a luggage service, Passenger Assist is only for customers who need it due to a disability/medical condition. Luggage trolleys are available in many of our stations.

English National Concessionary Travel Scheme (ENCTS) passes (or bus passes as they are often referred to) are not valid on all trains. There are some exceptions to this where these passes can be used in local areas, subject to local authority policy. 

These are valid on some LNER train services in local areas, but please check with your local authority who issued the pass as to whether it can be used on trains in your area.

If you have a disability and/or mobility impairment that means you need assistance getting on and off trains, then we are happy to help. You can book assistance by either calling 03457 225 225, using our web form or visiting an LNER travel centre.

If you are unable to book in advance, just let a member of staff know when you arrive, and they will be happy to help you. 

We can offer station wheelchairs for anyone who needs assistance navigating around the station, guidance for customers who have a visual impairment and the use of ramps to board/leave trains.

Carers/personal assistants do not travel free on trains. If you are entitled to a disabled railcard or one of these discounts, then a person travelling with you is entitled to the same discount.  A person may be able to travel with you for free within a local authority on an ENCTS bus pass. To find out if this is the case you should check with your local authority who issued the bus pass.

The lounge feautures flexible seating that can be rearranged to suit the needs of customers, including groups and multiple wheelchair users. There is also space for companions, space to work, and a calming space for those who need it.

The lounge is free to use for any customer using Passenger Assist at Newcastle, either those who have pre-booked, or those who have opted to turn up and go. We advise that customers arrive at the station 20 minutes prior to their departure time. 

The lounge will be open and staffed seven days a week between 8.30am and 4.30pm, this covers the hours when we have the highest number of customers using the Passenger Assist service.  

The Customer Information Point on the main concourse will continue to be the Passenger Assist meeting point at Newcastle station. The lounge will provide customers who have a longer wait, of more than 20 minutes, with a quieter space to sit before being assisted by a member of staff to their train. 

LNER is currently trialling the full integration of BSL across its Customer Information Screens at Doncaster Railway Station. Subject to a successful trial at Doncaster, this will be implemented in the Passenger Assist Lounge at Newcastle. 

The lounge is for any customer using the Passenger Assist service at Newcastle, regardless of the train operator they are travelling with.  

No, you do not need a separate ticket, you are just asked to check in at the Customer Information Point on the main concourse at least 20 minutes before your train. 

The lounge includes a Customer Information Screen, three-pin sockets for charging devices, desks for working and a hot drinks machine. The lounge is very close to station toilets, including accessible facilities, and next to Sainsbury's Local.

This is entirely a matter of personal choice. First Class Customers who have booked Passenger Assist can receive it either from the Customer Information Point, Passenger Assist Lounge or First Class Lounge, once they have made themselves known at the Customer Information Point.  

The lounge is located at Newcastle Station next to the Travel Centre, adjacent to Platform 12 and is clearly marked.

Yes, absolutely.

Yes, absolutely.

Yes, any customer who is using the Passenger Assist service can use the Passenger Assist Lounge once they have made themselves known at the Customer Information Point. It doesn’t matter if the customer has pre-booked or wants to turn up and go, as long as the train departure time is more than 20 minutes away.

No, this is entirely a matter of personal choice. Customers can wait by the Customer Information Point, if that is their preference, or the First Class Lounge, if holding a First Class ticket once they have made themselves known at the Customer Information Point. 

Customers using Passenger Assist with a longer wait between trains are welcome to use the lounge.

The wheelchair spaces can be booked when booking your tickets.

Choose your tickets for your chosen journey, then on the Journey details page press the “wheelchair or scooter user” button. Complete the Passenger Assist form and your space will be reserved, as well as companion seats if needed.

Yes, this can be done whilst booking your tickets. When completing the Passenger Assist form, you can choose the number of wheelchair spaces and companion seats. For example, if you have booked three tickets, you will be able to book one wheelchair space and two companion seats.

Yes, due to the layout of our trains, you can only book up to two wheelchair spaces and up to two companion seats per wheelchair user. Unfortunately, the two wheelchair spaces cannot be booked next to each other due to the layout of our trains.

If you require more than two companion seats, please contact our customer centre who will be able to seat your party as close together as possible.

Your ticket will look the same as any other train ticket. You can also request your ticket as an eTicket, which can be scanned from your mobile phone, can be sent to someone else to use or printed as a PDF to print.

Each time you travel requiring a wheelchair space, you will need to fill in our form. However, the form will save some of your preferences to make it faster next time.

The Passenger Assisted form will highlight the wheelchair spaces and companion seats which have been booked for you with icons which state the seat and coach number along with the type of reservation they are.

This will also be confirmed with the same icons and wording on the booking confirmation page, your booking details in My Account, and a booking confirmation email.

In this instance, your wheelchair space and any companion seats reservation will be in first class with no charge! You’ll be able to enjoy all of the benefits of First Class travel during your journey.

When you click on the 'wheelchair or scooter user' button we’ll check for availability on your selected service. If there is no availability, we’ll let you know and suggest other times.

There is no additional cost for your wheelchair space booking. But our usual refund terms and conditions apply to your ticket.

Refunds and ticket changes

Yes, find the booking in My Account and choose “Amend/cancel Your Booking”. Follow the process to change your journey. 

Yes, if you have chosen to Opt-In to One-Click Delay Repay during your booking. If your journey is delayed then your claim will be automatically submitted, with a message or email sent to you to confirm you travelled on this service. Once confirmed the compensation will be paid automatically.

If you have a disability, then you may be entitled to a Disabled Persons Railcard. These entitle you to 1/3 off many rail fares for you and a travelling companion. Please find out more here.

You can also get some discounts without a railcard if you are visually impaired/blind or a wheelchair user and are travelling with a companion. See our making rail accessible leaflet for details.