We’re committed to accessible travel for all our passengers.
Are you disabled or an older person who needs help using our services?
Information on the accessibility of our trains and stations is available below, as well as guidance on how to book our Passenger Assist service.
The government has advised people against non-essential travel. If your journey is essential and you need assistance to go by train, our staff will continue to provide help so that you can get to your destination safely. We will do everything we can to help you complete your journey, and while it is not a requirement to book ahead, we strongly recommend that you contact us to discuss your journey as soon as possible.
Our assisted travel service remains available during the COVID-19 pandemic, but for safety reasons there may be some changes to how we provide assistance. We know this is an unsettling time, but these steps will help keep you and our staff safe while travelling.
Passengers are required to wear a face covering while using public transport in England, those with specific conditions such as breathing problems are exempt from wearing a face covering.
We’ll wear a face mask or visor and adhere to social distancing guidelines as much as possible.
Wherever we can we’ll also make sure we wash our hands or use hand sanitiser both before and after assisting you.
We will ask how you would like to be assisted, and a member of the station team will still be able to help guide you to your train using their elbow.
The virus isn’t passed through skin-to-skin contact so this is safe as long as hands are washed regularly.
Wherever we can, we’ll wipe down your wheelchair handles before and after pushing your wheelchair.
We may also wear gloves and will ensure hands are washed and sterilised before and after providing assistance.
If you need to use a lift, we may help you into the lift, then use the stairs and meet you rather than travelling in the lift with you.
Please avoid turning to face our staff, to reduce the risk of contact while being assisted.
We know that face masks, visors and screens may make it more difficult to communicate – particularly if you lip read.
So we may also use notebooks and written messages to help, with clear and simple language, and will be polite and understanding.
Alternative formats -
- Disabled Persons Protection Passenger Guide (DPPP) - Standard Size (pdf) - updated June 2017
- Disabled Persons Protection Passenger Guide (DPPP) - Large Print (pdf) - updated October 2016
- Disabled Persons Protection Passenger Guide (DPPP) - Easy Read (pdf) - updated October 2016
- You can request a braille or audio version from our Customer Services team.
You can book assistance up to 12 hours before your journey or up to 10pm the day before - whichever is the shorter timeframe.
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.
Priority Seating Cards
Our Priority Seating Cards and Priority Seat Badges are for anyone who needs to sit down while travelling by train. You may need a priority seat if you’re disabled, over 65, pregnant or your child is under three years old. Priority seats are usually near the doors and are marked with a sign showing a ‘P’ inside a blue triangle.
How to apply -
- Priority Seat Card leaflet and application form
- Priority Seat Card - Large Print
- Priority Seat Card (application form) application form - Large Print
- More information on Priority Seating Cards and badges
Travel Support Cards
Our Travel Support Cards are for anyone with a hidden condition, a disability, or anyone who simply needs extra help while at our stations or on our trains.
They are available at our stations, from Customer Services team, or you can download a Travel Support Card here.
Communication Assistance guide
To supplement our Travel Support Card we have produced a Communication Assistance guide. It's for passengers who have difficulty with verbal communication or with their hearing, or if English isn’t their first language. Download our Communication Assistance Guide.
Travelling with wheelchairs and scooters
We produced this guide to help you stay safe when travelling in a wheelchair.
It contains additional guidance for disabled people who would like to bring their scooter with them. Permits are not needed to use our services, but there are additional restrictions on the type of scooters that can be used on our services.
Check the accessible station facilities before you travel, including which stations have step free access and which have accessible toilets, on our station information pages.
You can also download the station information for each of our stations.
More station information
Find out which trains have space for wheelchairs and which have accessible toilets, with our on board Train Accessibility Guide.
Discounts for visually impaired passengers and wheelchair users
Discounts are available to blind or visually impaired passengers travelling with a companion.
Blind or visually impaired passengers can also buy an adult season ticket that enables an accompanying companion to travel at no extra cost. It doesn’t have to be the same person travelling on every journey.
Evidence of your visual impairment will be needed to be provided.
Discounts also apply for passengers staying in their own wheelchair during a train journey whether travelling alone or with a companion.
Both these discounts are available from any of our ticket offices.
Disabled Persons Railcard
The Disabled Persons Railcard (DPRC) gives holders a third off a range of train fares for themselves and one accompanying adult.
You can get an application form from all staffed stations, or you can apply online at www.disabledpersons-railcard.co.uk.
You can also call the Disabled Persons Railcard office on 0345 605 0525 or Text phone 0345 601 0132.
Find out about all the other Railcards available on our Railcards explained page.
Find out about all the different ways you can buy tickets on our Ways to pay page.
To maintain and improve the UK's rail infrastructure, Network Rail has to carry out regular planned engineering work. The work is normally done at weekends, on bank holidays and after 10pm during the week, but it may also affect our services at other times.
Most of our replacement buses are wheelchair accessible. For rail replacement travel advice for other train companies please visit National Rail.
If there’s disruption to the train service and a non-accessible replacement bus transport is used then a taxi will be provided to take you to the nearest or most convenient accessible station to complete your journey, where possible, by train. Taxis will be free of charge to you as long as you hold or buy the correct ticket for your entire journey.
Ways to get in touch
It's easy to contact Southeastern and we're here to help.
Telephone - 0345 322 7021 (calls are charged at a local rate and may be recorded)
Text Relay number - 18001 0345 322 7021
Relay UK brings relay services for deaf, hard of hearing, and speech impaired people right up to date with the latest app technology. You don’t need any special kit – just download the app from the App Store or Google Play onto your smartphone, tablet or computer.
Make a complaint
If you’re not satisfied with the service you’ve received you can make a complaint.
We’ll keep passengers informed if:
- there are delays over five minutes;
- station stops are cancelled or altered;
- the train is being taken out of service before it reaches its final destination.
Sometimes the departing platform can change at short notice, if this happens we’ll allow time for disabled passengers to get to the new platform. Please let a member of staff know if you need help getting to a new platform as soon as you are aware it has changed.
Where you have booked assistance and there’s major ongoing disruption, we will make all reasonable efforts to contact you to make alternative arrangements.
Most of our replacement buses are wheelchair accessible. But if there’s disruption to the train service and a non-accessible replacement bus transport is used then a taxi will be provided to take you to the nearest or most convenient accessible station to complete your journey, where possible, by train. Taxis will be free of charge to you as long as you hold or buy the correct ticket for your entire journey.