Assistance available
Our team will strive to make your journey as comfortable as possible. Please advise your consultant of any assistance you may require at the time of booking.
Please note that due to workplace health and safety requirements there are some limitations to the assistance our team can provide.
Assistance at the station
At our stations, we are able to provide the following assistance:
- guiding customers to carriage entrances. Our team has received disability awareness training and knows how to assist someone who is blind or has low vision.
- assistance with carrying small hand-held luggage or small mobility aids such as walking frames and canes (up to 7kg max).
We do not provide the following types of assistance:
- lifting customers in any way
- assistance with carry-on luggage or mobility aids (over 7kg)
- personal care.
Assistance on board
On board our services we are able to provide the following assistance:
- guiding customers to or from their seat or the toilet facility entrance
- assistance with carrying small hand-held luggage or small mobility aids such as walking frames and canes (up to 7kg max).
We do not provide the following types of assistance:
- lifting customers in any way
- assistance with carrying carry-on luggage or mobility aids (over 7kg)
- assistance with food and beverage consumption
- giving injections or administering medication
- personal care such as emptying colostomy bags, urine bottles or similar equipment. If assistance of this nature is required, please arrange for a carer or companion to travel with you.
Important note: Please note that eligible carers travel for free.
Travel sensory packs
Travel sensory packs are available for customers who may find them useful onboard our services. They are designed to help dial things down, enhance relaxation, and provide simple tools for comfort while travelling, especially if your own tools aren't on-hand. Included in the pack are a soft eye mask, noise-reducing earplugs, a notebook and pencil for jotting down thoughts, and a fidget to spin away stress.
We have a small number of these available on each service and if you’d like one, please ask a member of the onboard team – no explanation needed.
