Accessible travel policy

To help us provide an excellent service to our passengers, we have created our Accessible Travel Policy.

This policy explains:

  • how we’re going to support older and disabled passengers
  • how we can offer them a great service
  • how we can work with train operators to support passengers’ journeys.

We recognise that all passengers will benefit from changes to make the railway more accessible. Our aim is to make continuous improvements to the accessibility of our services and stations for all our passengers.

Our Accessible Travel Policy is a condition of our operating licence and is approved by the Office of Rail and Road (ORR). We review it on an annual basis and any changes are consulted with key stakeholders and approved by the ORR.

Download our accessible travel policy

Accessible travel policy (PDF)
3 MB

Accessible travel policy – alternative versions

Large Print – Accessible travel policy (PDF)
3 MB

If you need information in another format such as, a word document, British Sign Language, audio MP4 or braille, please contact us.

Station guides

As the specific facilities and assistance arrangements differ at each of our managed stations, we have developed station guides for older and disabled passengers.

The following stations are currently under review and will be made available shortly. In the meantime please find station information on the relevant station pages.

Download our station guides

These documents may not be suitable for users of assistive technology, if you need them in an alternative format please contact us.

Birmingham New Street accessible station guide (PDF)
1 MB
Clapham Junction accessible station guide (PDF)
1 MB
Glasgow Central accessible station guide (PDF)
2 MB
Guildford accessible station guide (PDF)
1 MB
Leeds city accessible station guide (PDF)
2 MB
London Bridge accessible station guide (PDF)
1 MB
London Cannon Street accessible station guide (PDF)
1 MB
London Charing Cross accessible station guide (PDF)
1 MB
London Euston accessible station guide (PDF)
1 MB
London King’s Cross accessible station guide (PDF)
3 MB
London Paddington accessible station guide (PDF)
1 MB
London Victoria accessible station guide (PDF)
1 MB
London Waterloo accessible station guide (PDF)
1 MB
Manchester Piccadilly accessible station guide (PDF)
2 MB

Give us your feedback

To support our commitment to continuous improvement and to help us actively manage improvements of services at our managed stations we welcome your feedback. Visit our contact us page.