Accessibility Guide - Rail

Modified on Fri, 1 Mar at 1:13 PM

Requesting Passenger Assistance for Rail Journeys

Once the booking has been made for the customer who has accessibility requirements, CTM should be contacted with the booking details, CTM will call the relevant train operating company and confirm the accessibility requirements with them.

It is advisable to allow at least 24 hours before the intended departure date for all assistance requests to be made, this will give the rail operator time to organise the necessary arrangements and confirm these can be delivered.

CTM will email the booker/traveller back to confirm the assistance has been booked on these trains (attaching the confirmation from the supplier).

Requests

There are various requests for Rail travel assistance ranging from wheelchair access to general assistance.

For wheelchair space requests, CTM need to know the number of travellers and sometimes we will also require the size of the wheelchair, if larger than average or if the wheelchair is electric. If the passenger would like to transfer to a seat once onboard, if the wheelchair is collapsible, CTM will also need to be made aware of this requirement, so the appropriate arrangements can be made.

Ramps to board the train and seats for a companion can also be requested.

There are generally 2 wheelchair spaces allocated per train in standard class so booking as early as possible is advisable.

Assistance can also be arranged for travellers who have a disability, but who may not be in a wheelchair, travellers will be met at the platform or information kiosk and escorted to the train by a member of the train company.

At some stations they also have access to a buggy that can be pre-booked to take passengers to the train.

The relevant train company is contacted by telephone by CTM and the relevant requests will be made.

When booking tickets online on Lightning, there is an option to select a ‘Disabled Persons Railcard’, this should only be selected if the traveller has the appropriate Railcard, where available, there may be a discount applicable for Railcard holders. There is also an option to select a ‘Wheelchair User’ discount, a wheelchair user does not require a supplementary railcard.

All requests will be completed within the agreed service levels, which is usually within 4 business hours.