Inclusive and Accessible Travel

Arriva Rail North Limited, is the new operator for Northern from 1 April, 2016. At Northern our commitment is to work proactively to improve the accessibility of our services to all passengers, particularly those with disabilities, or who simply need some extra assistance. We are committed to:

  • helping people to use the railways confidently, taking into account the wide range of different needs of disabled and other passengers
  • continuously improving the quality and awareness of the assistance available

We have created a step free access map to aid independent travel and journey planning - for a copy click here

Policy summary

This document has been designed to provide passengers with details of services and facilities, and the standards of service that they can reasonably expect, as well as what happens if services are disrupted.

We’re fully committed to making our services as accessible and easy to use as possible, so we’ve produced this leaflet to explain what we do to assist older and disabled passengers who travel with us. It also gives details of what we’re doing to make our network more accessible and how we’re improving services. You can get a copy of this leaflet from our Customer Experience Centre or download it from the link below.

  View Disabled People's Protection Policy. (130kb, pdf).

If you already travel with us, we hope you find it useful and if you haven’t travelled with us before, we hope the information here gives you the confidence to use our services. This leaflet will be reviewed regularly and updated at least every year to include details of improvements we’ve made and future commitments.

Alternative Information Formats

You can get hard copies of this leaflet from any of our manned stations or by contacting the Customer Experience Centre on 0800 200 6060. This leaflet is available in other formats, such as in Braille, large print or in audio, available on request from our Customer Experience Centre within 7 working days.

You can use the text relay service to contact us or make a complaint by phone, email, in writing or through the website. We have also provided the facility to change the font size of the text used on our web pages to help visually impaired users.

We welcome your feedback on the service we provide and any suggestions you may have for any improvements. If you’d like to get in touch you can contact us:

  • through this website 
  • by emailing This email address is being protected from spambots. You need JavaScript enabled to view it.
  • by phoning our Customer Experience Centre on 0800 200 6060
  • on Twitter or Facebook: @northernrailorg
  • through any member of staff at our stations or on the train
  • by writing to us at Freepost NORTHERN RAILWAY.

Passenger Assist

We participate in a system called Passenger Assist which older and disabled customers can use to arrange assistance. This is an industry-wide system used to book assistance at stations for passengers during their journey and to reserve seats and wheelchair spaces on trains where available. You can find out more about Passenger Assist on our dedicated page. Alternatively, you may request assistance for an upcoming journey using the Travel Assistance Form.

Request Assistance

Blue Assist

Blue AssistBlue Assist is a simple way of asking for assistance, for people who have difficulty communicating. At Northern we are delighted to have joined BlueAssist in trying to make travel easier for those who need it. We have started training all of our frontline people so they are aware of BlueAssist and know how to respond to your needs. BlueAssist cards will soon be available at all staffed stations. All you have to do is write out a card with your question or request and present it to a member of our staff, who will be happy to help. Alternatively download the BlueAssist app and find out more about the scheme from Blue Assist.

We also recognise other similar regional schemes including the Orange Wallet scheme in Wales and the Bridges Card in the North East.