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Accessible Travel

We're committed to accessible travel for all our passengers

You can request Assisted travel at any point during your journey. To make sure we have staff available to help you, we recommend you book at least 2 hours in advance of travelling.

You can contact us to request Assisted travel at any time of the day. If your journey involves another train company we may need to confirm part of your journey with them. This might depend on their contact centre opening hours. If this is the case, we will discuss options with you.

To make a booking or for any travel queries please call Passenger Assist –

Telephone - 0800 783 4524

Text Relay number - 18001 0800 783 4524
These numbers are available 24 hours a day, 7 days a week.

If you prefer to fill out a form to make a booking, please use the web form below.  All fields marked * are mandatory.

You can also book Passenger Assist and track your requests through the new Southeastern app.

Create an Accessibility Profile to make booking Passenger Assist even faster.
Download our new app for free the App Store or Google Play.

apple icon Google play icon

We understand if you’re elderly, disabled or perhaps are travelling with a pram/buggy it’s helpful to know what stations have stairs.

We’re working to have all our stations step-free. Until then, you can check your station information page for your local station.

If you need help or assistance with your journey, please let us know. You can book assistance free of charge.

We don’t have a porter service, but our employees will try their best to help you if they can. If you have difficulty boarding and alighting our trains, please book assistance.

You may find our travel support cards and communication assistance guide helpful. These can both help if you have problems with verbal communication. 
Also, our travel tools offer lots of ways not only for you to plan your journey but to also keep up to date with live information.

While we don't offer free travel for carers, we can offer discounts to blind or visually impaired passengers travelling with a companion and for those people who remain seated in their own wheelchair for a rail journey and do not have a railcard.

These tickets cannot be bought from a ticket machine but have to be bought at a ticket office or from on-train staff.

Of course, we recognise guide dogs are imperative for our visually-impaired travellers. Should you make an assisted travel booking please make sure you mention your guide dog.

This policy was updated in January 2021 and explains our approach to helping passengers with restricted mobility, a range of disabilities and those requiring assistance. 

Its purpose is to help you plan your journey when travelling with us and to help you understand what services we offer and how we plan to meet your expectations when travelling with us.

You will find information on a variety of areas including getting assistance with us and facilities that we have.

Please note we’re developing a new accessibility-focused Travel Companion mobile app in 2021 that will offer disabled passengers real time assistance and guidance whilst planning and undertaking their journeys, and it will improve the ticket booking process.

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