Inclusive and Accessible Travel
We are working with rail industry colleagues and our customers to improve accessibility to our stations and trains. Our commitment is outlined in our leaflet “Making Rail Accessible: helping older and disabled passengers”, which can be downloaded below.
Making Rail Accessible: helping older and disabled passengers (1.2mb, pdf)
It details the services that disabled and elderly people should expect when travelling with us. A printed guide can also be obtained from our staffed stations, by post, or by calling 0800 200 6060.
We have updated our Step Free Access Map to aid independent travel and journey planning - a copy is available below.
Northern: Our step free network... (2.03mb, pdf)
Our Policies and Procedures can also be downloaded below.
Northern: Disabled Peoples Protection Policy (DPPP) (488kb, pdf)
Our aim is to maintain, and where possible, improve standards of accessibility across our network. We will always do what we can if you need to travel at short notice, however if you can let us know your plans in advance, we will be able to help you more effectively. You can book passenger assistance by visiting our Passenger Assist Booking page or by calling 0800 138 5560 . Please be aware that lifts at some of our stations are only in operation during the hours the platforms are staffed. Further information can be found on our station information pages or on the National Rail Enquiries website.
Blue 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 are proud to recognise the Sunflower Lanyard. The Lanyard allows the wearer to discreetly indicate that they may have a non-visible disability that may mean they need a little extra support when travelling. Around one in ten of the UK population have a non-visible condition and surveys suggest that people with disabilities avoid using rail travel due to difficulties they have faced on their previous experiences. 1.3 million customers booked assistance for rail travel in 2019; this figure rises on average by 2% each year, and we want every customer to have a positive experience. If you require more information on the scheme, please contact our Customer Experience Centre on 0800 200 6060 and they will be happy to help.
We also recognise other similar regional schemes including the Orange Wallet scheme in Wales and the Bridges Card in the North East.