You can book Passenger Assist by:
- Our Southeastern app. To download our app, click on the App Store or Google Play button below. Once you have downloaded our app, select ‘Menu’ > ‘Passenger Assist' > ‘Book Passenger Assist’.
- The Passenger Assist app. To find out more visit https://passengerassistance.com/faq/.
- By filling out our Assisted Travel webform below.
- By calling our Assisted Travel team on 0800 783 4524.
You can request Passenger Assist at any time during your journey but if you would like to book assistance, this can be done up to 2 hours before your intended travel time. We also understand that things don’t always go to plan, and so we kindly request that you cancel or amend your booking if your plans do change. This really helps us to ensure we have our colleagues in the right place at the right time to support passengers requiring assistance.
Updating or Cancelling Your Assistance Booking
If your plans change, we would really appreciate it if you could update or cancel your Passenger Assist booking. This allows us to update our colleagues and make sure they are in the right place at the right time to support you with your new journey plans.
- If you booked via the Passenger Assist app, you can amend your journey on the “My Journeys” page in the app. You’ll receive an email confirming your changes once we have reviewed them.
- If you booked via the web app, you must download the Passenger Assist app to make changes. Simply log in using the same details, and your booking should be available for updates.
- You can also change your booking by calling us on 0800 783 4524.
To ensure assistance is available for those who require it, please only book if you are certain you will be travelling.
Luggage Assistance
As per our Accessible Travel Policy, if you require assistance with luggage, you may bring:
- Up to two items (each no larger than 30 x 70 x 90 cm)
- One item of hand luggage (must fit on your lap)
We recommend using pull-along suitcases not exceeding 23kg each
