If you need assistance, like boarding the train, buying a ticket or help with luggage, the train Company London North Western Railway is happy to help.
They are committed to making their service accessible and inclusive. Here is some useful information to help you plan your journey .
How to book assistance
London NorthWestern Railway support the rail industry Passenger Assist scheme and the team are there to help you book assistance for your journey anywhere on the network.
You can book:
Online using Passenger Assist form https://www.londonnorthwesternrailway.co.uk/contact-us/book-assisted-travel
By phone on Freephone 0800 024 8997; or
Next Generation Text: 18001 0800 024 8997
The opening hours are 8am – 10pm, 7 days a week except for Christmas Day and Boxing Day.
To make a Passenger Assist booking, including seat reservations with other train operators, please contact them by 10pm the day before your journey. If you are only travelling on their services, you can book with us up to 4 hours ahead for journeys on the same day, providing this is done during contact centre hours (8am - 10pm daily).
If your booking is made online outside of these hours, this will be processed as soon as possible when the contact centre opens.
Don’t forget you can always simply ‘turn up and go’ without booking, so you can still travel if your booking has not been confirmed, and they will do their best to help you on the day.
Please note that other train operating companies may have different contact centre hours for booking assistance.
To book assistance please call the Passenger Assist team on 0800 024 8998 (Next Generation Text 18001 0800 024 8998) or fill out the form below.
Please note: Whether you have booked assistance or not, please arrive at the station at least 20 minutes before your train is due to leave and allow more time if you need to buy a ticket.