Our Customer Experience Centre is staffed from 07.00 - 22.00 on days when trains are running and can help with complaints, assistance bookings (if you need help during your journey) and general enquiries.
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.
The lifts at Manchester Victoria Station are all currently out of service, so there will be no step free access between platforms until the the middle of January. Passengers requiring step free access at this station should contact our travel assistance team to discuss your travel needs, or ask for assistance at the station. For more information visit Manchester Victoria lifts.
We are currently investing over £500m new trains, as well as modernising many of our older vehicles. 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.
For information on the accessibility of our older trains in 2020, please visit our ‘Accessibility on older trains in 2020’ page.