Our passenger assistance service is available as usual during the COVID-19 pandemic. Our Passenger Assistance team are on hand to discuss and plan your journey- where possible we recommend booking assistance in advance by calling us on 0800 138 5560 (Text Relay 18001 0800 138 5560), 24 hours a day, 7 days a week. Assistance can be booked in advance up to 22:00 the day before travel.
If you are showing any Coronavirus symptoms, however mild, you should self-isolate along with any other members of your household. The latest Public Health England advice is available here. For more information, including the use of face coverings, please see our Coronavirus frequently asked questions.
What assistance is available?
Northern 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.
Passenger Assist allows you to:
- request assistance getting on or off the train
- request assistance entering or leaving the station
- request a portable ramp for getting on or off the train
- book seat reservations, including the booking of dedicated wheelchair spaces
- make onward travel reservations on services operated by other train companies where reservations are available
- request assistance to and from connecting services
- purchase tickets
To book assistance
To book assistance please see call our assisted travel team on 0800 138 5560 or complete our online booking form.
Many of our stations are staffed and all our trains have conductors. They are there to help so please don't hesitate to ask. We will ensure they are sufficiently resourced to meet the booked travel assistance requirements.
We recommend that you give us 24 hours notice for us to arrange assistance. However, we understand that this is not always possible. We will always provide assistance where reasonably practicable.
You could save money on your train tickets by buying a railcard.
If you are disabled, you may be eligible for 1/3 off rail fares (for you and a friend) with a Disabled Persons Railcard.
If you are aged 60 or over may be eligible for 1/3 off rail fares with a Senior Railcard.
Accesibility 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’. To find out more about accessibility on older Northern rail trains in 2020 please click the button below.
The Sunflower Lanyard
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.
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.
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. Our Policies and Procedures can also be downloaded here
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 here 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.