Travel That Works for Everyone
At TransPennine Express, we believe that everyone should be able to travel by train with confidence, comfort, and dignity. Whether you have a physical disability, a sensory impairment, a hidden condition, or simply need a little extra help, our commitment to accessible travel means we are here to support you at every step of your journey.
We have invested significantly in improving the accessibility of our trains, stations, and services to ensure that rail travel is open to all. From our modern, accessible rolling stock to our trained Passenger Assist team, we are constantly working to remove barriers and create a welcoming environment for every passenger.
Passenger Assist Service
Our Passenger Assist service is designed to help anyone who needs additional support when travelling. You can book assistance up to two hours before your journey through our website, the TPExpress app, or by calling our dedicated helpline. Our trained staff will meet you at the station, help you board the train, and ensure you are comfortable throughout your journey.
The service includes:
- Station assistance β Help with navigating the station, carrying luggage, and finding your platform
- Boarding support β Ramp deployment for wheelchair users and assistance stepping on and off the train
- Onboard help β Finding your seat, stowing luggage, and accessing onboard facilities
- Connection assistance β Help transferring between services at interchange stations
- Alighting support β Assistance leaving the train and exiting the station at your destination
Accessible Trains and Stations
Our modern Nova fleet has been designed with accessibility at its core. Every train features dedicated wheelchair spaces with adjacent companion seating, accessible toilets with full turning circles, priority seating near doors for passengers with reduced mobility, and audio and visual announcements for every station stop.
Hearing loops are installed at ticket offices and information points across our stations, and tactile paving on platform edges provides guidance for visually impaired passengers. We are also progressively upgrading our stations with step-free access, including lifts, ramps, and level boarding, to ensure that everyone can reach the platform independently.
Hidden Disabilities
We recognise that not all disabilities are visible. TransPennine Express is proud to support the Sunflower Lanyard scheme, which allows passengers with hidden disabilities to discreetly indicate that they may need extra time, patience, or assistance. Our staff are trained to recognise the lanyard and offer appropriate support without the need for the passenger to explain their condition.
We also work closely with organisations such as Scope, RNIB, and Disability Rights UK to ensure our policies, training, and services meet the needs of passengers with a wide range of conditions, including autism, anxiety, chronic pain, and cognitive impairments.
Travelling with a Wheelchair or Mobility Aid
Wheelchair users can travel on all TransPennine Express services without booking in advance, although we recommend reserving a wheelchair space to guarantee availability, particularly on busy services. Our trains accommodate both manual and powered wheelchairs, and our staff are trained in safe ramp deployment and securement procedures.
Mobility scooters that meet the national size and weight guidelines are also welcome on our trains. We recommend checking the dimensions of your scooter against the published criteria on our website before travelling, and booking a wheelchair space to ensure a smooth boarding experience.
Our Ongoing Commitment
Accessibility is not a destination β it is a continuous journey of improvement. We regularly consult with disability organisations and passenger groups to identify areas where we can do better. Our Accessible Travel Policy is published on our website and sets out in detail the standards we commit to and the assistance we provide.
We want every passenger to feel welcome, supported, and empowered when travelling with TransPennine Express. If you have any questions about accessibility or need to arrange assistance, please do not hesitate to contact our friendly customer support team.