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Assisted 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

If you know you are going to be travelling, please call 03456 005 165 (selecting option 3 then option 3 again), before 10:00pm the day before travel, and our Assisted travel Team will make special arrangements for travel from all our stations.
If you’re deaf, hard of hearing or speech impaired, use the NGT app and dial 0870 240 9598 and request 03456 005 165 (selecting option 3 then option 3 again). 


Wheelchair spaces

All but one of our trains can carry passengers in wheelchairs. 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 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).


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: