Rail replacement services

Sometimes if there are planned improvement works or unplanned disruptions on the rail network, we may need to use rail replacement transport to help keep your journey moving.

Our rail replacement vehicles will always take the most direct route between stations to keep your journey as smooth as possible. However road conditions such as low bridges, narrow roads, traffic and roadworks can determine the route taken. Because of this, journeys by rail replacement transport usually takes longer than travelling by train, so please allow extra time for your journey.

A different timetable operates when rail replacement transport is in use. You can find details of upcoming disruption and rail replacement services on our website here. Please check before you travel.

Finding your rail replacement pick-up point

You can find the designated pick-up and drop-off points for each stations by:

• Checking station signs and ticket vending machines
• Searching for your station on our station pages
• Visiting National Rail station pages
• Use our Rail Replacement Pick-Up Points map:

Rail replacement travel advice

• A valid train ticket is required to travel. Ticket checks may be in operation.
• For safety reasons, non-folding bicycles and electronic scooters cannot be taken on rail replacement vehicles. Folded bikes may be taken on at the driver’s discretion.
• Assistance dogs are always welcome. While emotional support and therapy dogs are not covered under the Equality Act 2010, we will do our best to accommodate them, and all other dogs on rail replacement services. However, this is at the driver’s discretion, and they should wear a muzzle or nose strap.
• Alcohol cannot be consumed on board, and drivers may ask customers not to eat food during the journey.
• Rail replacement vehicles can only stop at designated rail replacement stops unless there is an emergency and it’s safe to alight.
• Rail replacement vehicles will display ‘Rail Replacement’ and show the stations they are calling at on a sign in the window or on onboard electronic displays.
• Some stations will have staff on hand to guide you, but this is not always the case. If you're unsure which is the correct vehicle, please ask the driver or use online journey planners on our website, app or National Rail Enquiries.
• If you need help, call our Customer Experience centre on 0800 200 6060, or contact us via social media: @northernassist on X and Facebook.

Types of vehicles

Depending on the number of customers travelling and the frequency of services, you may see a mix of:

• Coaches
• Single and double-decker buses
• Taxis and minibuses

What can't I take onboard?

While we do everything we can to support customers, we are unable to carry the following on rail replacement transport:   

• Non-folding prams or pushchairs (folded pushchairs are accepted)
• Non-folding bicycles/scooters or electric bicycles (folded bicycles and mobility scooters may be stored in the luggage compartment at the driver’s discretion)
• Open alcohol (unopened containers may be stored in luggage areas at the driver's discretion)

Onboard facilities

Where possible, toilet facilities are provided on larger vehicles when journey times between stations are longer than 30 minutes. Please note that access to toilets usually involves using steps.

Accessible travel

If you need assistance to travel, we are committed to arranging the most suitable transport option for your access requirements, such as a taxi, minibus, bus, coach, or a diverted train.

If you are planning your journey in advance, contact our Assisted Travel Support Team on 0800 138 5560, text relay 18001 0800 138 5560 or via WhatsApp on 07779 914800. They will be able to support you in choosing the best option for you.

Wheelchairs

All coaches and buses used for rail replacement are wheelchair accessible. 

• Coaches use lifts to board wheelchairs
• Buses have low-floor ramp access

To ensure safe boarding, wheelchairs should be no wider than 600mm and no longer than 1000mm.

The combined weight of the customer and wheelchair must not exceed the safe working load of the ramp or lift, which is normally 300kg.

Both buses and coaches have designated spaces for wheelchairs. Please let station staff or the driver know if you have had any problems with the designated spaces in the past, which may affect your journey.

Once on board, you will need to reverse your wheelchair up to the backrest into the designated space.If the wheelchair spaces are in use by another wheelchair user, we will arrange an alternative vehicle.

If you cannot board or travel on a coach or bus, or if your wheelchair exceeds the above dimensions, we can arrange an accessible taxi for you. Please contact our Assisted Travel Support Team or speak to a member of staff at the station.