Accessible Travel

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

• If you’ve booked via the Southeastern app, you’re able to amend your request via the app. Select ‘View booking assistance’, choose the relevant journey and then ‘Amend request’ at the bottom of the page. 
• If you’ve booked via the Passenger Assist app, you can change your journey details on the ‘My Journeys’ page within your app.
• If you’ve booked via our Passenger Assist webform or by calling Passenger Assist, you can change your booking by calling us on 0800 783 4524.

• If you’ve booked via the Southeastern app, you can cancel your assistance via the app. Select ‘View booking assistance’, choose the relevant journey and then ‘Cancel request’ at the bottom of the page. 
• If you’ve booked via the Passenger Assistance app, you can cancel a request or booking on the ‘My Journeys’ tab within your app.
• If you’ve booked via our Passenger Assist webform or by calling us, you can cancel your booking by calling us back on 0800 783 4524. 

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 welcome wheelchairs and mobility scooters up to 1200mm long and 700mm wide and they can travel in the space provided.

We use train to platform boarding ramps that are available on all our trains and have a combined (user and chair/scooter) weight restriction of 300kg.

For more information, download our wheelchair and scooter guide PDF.

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.

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.

Contact us