Whether you need information, guidance, or a helping hand, our new assisted travel support team is available on WhatsApp and trained to help with assistance requests, journey planning, general inquiries, feedback, complaints, and emergencies.
You can contact the team on WhatsApp at 07779 914800 seven days a week from 6 am to 11 pm.
If you do not have a smartphone, you can also book passenger assistance in advance by calling 0800 138 5560 (Text Relay to 18001 0800 138 5560). It's recommended that you book assistance two hours in advance for same-day travel.
Who is assisted travel support for?
Simply put, this service is for anybody who needs it!
Whether you are disabled, feel anxious, or simply need some support or advice on your journey, we’re here to assist.
Who will I talk to?
It may be comforting to know that many of our agents have lived experience of disability. In addition, all agents are passionate about providing an excellent customer experience and have proudly worked at Northern for many years, participating in Enhance the UK Disability training. Always working hard to make the railway a more accessible place for everyone.
What help is available?
The team can help with a wide range of queries and can provide real time assistance to help resolve any unexpected situations.
Here are just a few of the things we can support with.
Accessibility Hub
View our accessibility hub for further guidance and to learn about our accessibility improvements.
Visit our Accessibility HubService available via WhatsApp from 6 am to 11 pm, 7 days per week.
Once you ask your question on WhatsApp a live agent will be available.
Download our App
- No booking fees
- Buy train tickets for all UK trains
- Live train times
- e-tickets straight to your phone
