At the station
When you arrive at any of our staffed stations, please approach any member of staff who will be able to assist you or organise a ramp to help you board one of our trains. If the station is unstaffed, please make your way to the platform. Once the train arrives, make yourself known to the guard. Your safety is very important to us so please follow these simple steps when waiting on and moving around the station:
- Move behind the yellow line on the platform wherever possible
- When waiting for the train, try to wait on level ground with your brakes on.
On the train
All of our trains have at least two wheelchair bays. At busy times or on smaller trains we can’t guarantee a wheelchair bay to everyone, but you can reserve a bay on most of our longer distance journeys. It’s not possible to book a space on some of our London area trains, but most of these trains have at least two dedicated wheelchair spaces per train, and you usually won’t have long to wait for the next train if they all happen to be in use.
Please note that there are no wheelchair bays in First Class on our trains, and there's no wheelchair access to accessible toilets from First Class.
Portable ramps
There are portable ramps on most of our trains and stations if you need one to help you get on and off your train. Book ahead for Assisted Travel to make sure we can have ramps ready.
Powered mobility scooters
Powered scooters come in all shapes and sizes, and unfortunately some are unsuitable for train travel. If you wish to take a scooter on our trains, you’ll need to complete a Scooter Card application form (PDF, 262kb) – please allow 7 to 10 working days.We have mobility scooter size guide mats at the following stations to support your travel with us if you don’t have a scooter permit:
- Basginstoke
- Bournemouth
- Clapham Junction
- Cosham
- Portsmouth & Southsea
- Richmond
- Ryde Esplanade
- Ryde Pier Head
- Salisbury
- Shanklin
- Southampton Central
- Surbiton
- Vauxhall
- Wimbledon
- Woking
Alternatively contact our Assisted Travel team 24 hours a day, every day except 25 and 26 December:
- Call 0800 52 82 100 (freephone)
- Text Relay service 18001 0800 52 82 100
- If you have any difficulty, call our Customer Service Centre on 0345 6000 650 and ask to speak to our Assisted Travel team.
Booking Assisted Travel – let us know how we can help you.
Get 1/3 off train tickets for yourself and a friend at any time with a Disabled Persons Railcard.
