Travel guide · Updated September 2026
Accessible travel and Passenger Assist on LNER
LNER trains and stations are used by many disabled and older passengers, and the national Passenger Assist scheme means you can arrange help for a whole journey — including connections with other train companies — through a single booking.
This guide summarises what LNER and National Rail say about assisted travel as of September 2026. It is a starting point rather than a substitute for LNER's Accessible Travel Policy, which sets out your rights in full.
What Passenger Assist is
Passenger Assist is a national system used by every train company in Great Britain. Any train company can arrange assistance for your entire journey, even if it involves several operators. It is open to anyone who needs help, including people with visible or non-visible impairments, mobility difficulties and older passengers.
Help can include guiding you through the station, arranging a ramp, helping you on and off the train, meeting you off your train and taking you to your next train or the exit, support related to a non-visible impairment, and carrying up to three items of luggage.
How to book with LNER
Train companies accept assistance requests up to two hours before your journey starts, at any time of day, although booking earlier is always better. If you book tickets on LNER's website or app you can add Passenger Assist during booking, and your wheelchair space is confirmed straight away.
You can also turn up and go without booking: speak to a member of staff or use a Help Point when you arrive at the station. It may take a little longer to arrange help this way.
- Online: select Passenger Assist when booking on the LNER website or app
- Phone: LNER Assisted Travel on 03457 225 225, 24 hours a day
- Text Relay: 18001 03457 225 225
- National Rail: 0800 022 3720 (option 1) connects you to the right train company
Wheelchair spaces and scooters
All LNER trains have wheelchair spaces. The largest wheelchair that can travel safely is 120 cm long by 70 cm wide, in both Standard and First Class. Mobility scooters within those dimensions can use the wheelchair spaces, and LNER does not require a permit — but other train companies may, so check if your journey involves them.
Five- and ten-carriage Azumas have no wheelchair spaces in Standard. If you book on one of these trains, LNER's Assisted Travel team reserves a First Class wheelchair space and companion seat at no extra cost; you only need a Standard ticket.
Boarding an Azuma in a wheelchair requires a ramp deployed by station staff. LNER says the Azuma ramp is less steep than older designs.
Accessible toilets on Azuma trains
Every Azuma has accessible toilets, but where they are depends on the length of the train.
- Nine-carriage Azuma: coaches A and M
- Ten-carriage Azuma: coaches A, E, F and M
- Five-carriage Azuma: coaches A and E
- InterCity 225 trains: Standard coach F and First Class coach L
Other onboard features
Azumas have both audio and visual announcements, priority seats (usually at the ends of each carriage, and bookable through Passenger Assist), window blinds, and a power socket at every wheelchair space. LNER also publishes a spoken guide to the layout of a nine-carriage Azuma.
Staff are trained to recognise the green sunflower lanyard used by people with non-visible impairments. Wearing one is entirely voluntary, and you can ask for one free at an LNER station travel centre or information desk.
If assistance does not turn up
If you booked assistance on an LNER train and it does not appear, LNER has a 24-hour text and WhatsApp number (+44 7700 159 060) for that situation only. Give your name, where and when you boarded and where you are on the train.
When booked assistance on an LNER train is not delivered, LNER says it will refund the full cost of that journey. Details are in section A8 of its Accessible Travel Policy.
Discounted travel
If you have a qualifying disability, the Disabled Persons Railcard gives a third off most fares for you and an adult companion, with no time restrictions. It costs £20 a year.
Questions and answers
How late can I book Passenger Assist?
Train companies accept requests up to two hours before your journey starts. You can also turn up at the station without booking and ask staff for help.
What size wheelchair can travel on LNER?
Up to 120 cm long and 70 cm wide, in both Standard and First Class.
Do I need a permit for a mobility scooter on LNER?
No, as long as it fits within the wheelchair size limits. Other train companies may require a permit, so check if your journey includes them.
What happens if my train has no Standard wheelchair space?
On five- and ten-carriage Azumas, which have no Standard wheelchair spaces, LNER reserves a First Class wheelchair space and companion seat for you free of charge.
Where are the accessible toilets on an Azuma?
On a nine-carriage Azuma, coaches A and M; on a ten-carriage Azuma, coaches A, E, F and M; on a five-carriage Azuma, coaches A and E.
Sources we checked (September 2026)
We researched this page using the sources below. They are listed for transparency and are not links; always check official websites for the latest details.
- lner.co.uk/our-trains/assisted-travel/
- lner.co.uk/our-trains/
- nationalrail.co.uk/help-and-assistance/passenger-assist/
- railcard.co.uk/disabled-persons-railcard/