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If you need assistance at the station or in boarding the train, this can be booked using the Assisted Passengers Reservation Service (APRS). By giving the rail company advance notice, arrangements can usually be made for staff to meet you at your departure station, accompany you to your train, if necessary with the help of a motorised buggy (at large stations) and see you safely on board if necessary by using a ramp. Staff will also meet you at your destination or interchange station and help you onto the next stage of your journey.
Each Train Operating Company (TOC) has a special telephone number to arrange for assistance, some also have minicom and fax facilities. It helps to give at least 24 hours notice before you travel by rail so that train companies can get staff in place to meet you to give a better service, particularly if you are using smaller, unstaffed stations or stations managed by a TOC other than the one taking the booking. If your rail journey involves using the trains of more than one company, you only need to contact your local company, who will arrange for assistance throughout the whole rail journey for you. Train Operating Companies and their assistance line numbers can be found here.
If you do not know which company to contact you can find out by telephoning National Rail Enquiries on 08457 48 49 50 (minicom: 0845 60 50 600) or by looking on the National Rail website at: nrekb.nationalrail.co.uk/passenger_services/disabled_passengers/. This website also contains some information about station access and staff availability. You can also contact TRIPSCOPE on 08457 58 56 41 (with minicom).
You will often need to know details of your journey such as train times and any changes before you can book assistance using the APRS booking system. You can get timetable information, confirm fares and also book tickets (but not assistance) on the Train Times and Fares section of the National Rail website at: www.nationalrail.co.uk/times_fares/.
Many disabled people, especially those who travel on the same route regularly, do not give advance notice and find no problems. However if you do need assistance, it is always advisable to book ahead.
If for any reason you do not give advance notice, station staff will do their best to assist you, however they cannot guarantee that you will get the normal level of assistance.
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