Frequently Asked Questions

Accessibility

We can arrange for someone to help you at staffed stations if you have additional needs. Please call Passenger Assistance on 0800 138 5560 or use our online form for advice and to book assistance. The service is free of charge, but we do ask for 24 hours notice to confirm the arrangements with station staff. You can also check the access and facilities at any station.
 

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For safety reasons we can't take any mobility scooters on our trains unless they are able to be folded down before you board, and carried on like luggage. Please ask platform staff for assistance if you need help when boarding the train with your mobility scooter.

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We are operating a limited trial covering 7 stations. These are Bingley, Bradford Forster Square, Crossflatts, Doncaster, Ilkley, Leeds and Skipton. For more information please see our   Mobility Scooter Policy. (919kb, pdf).

Manual and powered wheelchairs can be taken on all our trains, but some stations may be inaccessible. Please call Passenger Assistance on 0800 138 5560 or use our online form for advice on alternative arrangements and to book assistance. You can also check the access at any station.

Request Assistance

Accessibility on older Northern trains in 2020

As we introduce brand new trains and refurbish over 400 carriages to provide the best possible customer experience, we are also in the process of retiring more than 100 older trains, commonly known as ’Pacers’.

We are making great progress on delivering our brand-new trains, which have already carried over 2 million customers since they were introduced in July 2019. More than 50% of the new trains will be in service on 12 routes across our network by the end of 2019 and we will complete their introduction by mid-2020.

New trains being in service means we have been able to retire more than 50 Pacers from our network and all are expected to be removed by May 2020.

 

Some older trains are not fully accessible

The introduction of new trains is complex and delays in construction from the train manufacturer CAF, require us to retain a small number of Pacers to be operated for a short period into 2020.

These will operate in in South/West Yorkshire and the North West and will be gradually removed when more new trains become available.

Retaining a small number of Pacers will mean we will have enough trains available to run the planned daily timetable. The Department for Transport have approved our current operational plan and fleet mitigations.

In addition to the Pacers, we are also refurbishing the remainder of our fleet (268 trains) to make them fully accessible. We have completed 70% of this refurbishment, however, on some of our routes, there are a small number of trains that have yet to benefit from these improvements and therefore may not have all the facilities you would expect to be available, particularly accessible toilets.

 

We’re here to help

We have enough rolling stock available to be able to couple refurbished trains to our oldest vehicles, and in that part of the train will have a full range of accessible facilities available. There are some services however that we may not be able to do this, but we are here to assist you to ensure you have what you need for your journey.

Our station teams and conductors are on hand to help to with your travel needs, so please ask for help at stations and onboard our trains, so we can assist you with your journey.

Further information is available at our stations, including announcements and station posters.

If you'd like to check facilities for your specific train or discuss travel options, please contact our Customer Relations team for more detail on 0800 200 6060.

 

A map view of our stations with accessible toilet facilities is available to download here and a easy view list is available here.

We operate the text relay service - call 18001 followed by our number, 0800 200 6060.