National Rail within London
Multiple Train Operating Companies (TOCs) operate across London. Each company has their own assisted travel policy and contact details. Please check the appropriate TOC contact details before your journey. You can view the accessible travel guide for TfL Rail here: http://content.tfl.gov.uk/uploads/forms/tfl-rail-making-rail-accessible.pdf
Journey planning:
Certain smartphone apps, such as Citymapper provide a good way to plan your journey. They provide step-free routes when you search for directions. Please check our Journey Planning page for more information.
Accessibility:
Step-Free
Please find the latest national rail maps here: https://www.nationalrail.co.uk/stations_destinations/maps.aspx
https://tfl.gov.uk/maps/track/tfl-rail
- Please note that not all stations are step-free from the platform on to the train. The step-free access may be from a raised platform section, level with the floor of the train, or via a manual boarding ramp.
- If your journey starts at, concludes at, or involves a change at a station with a manual boarding ramp, you will need to find a member of staff at the station before heading to the platform.
General accessibility
- Train operating companies (TOCs) can usually arrange for staff to meet disabled travellers at both ends of your journey and provide assistance in boarding the train. Similar arrangements can be made if you need to change trains. This is called assisted travel.
- To book assistance you need to telephone the TOC 24 hours in advance, or you can book online. In some cases, the service can be available if you telephone on the same day.
- The link to book assisted travel can be found here: https://passenger-assist.org/assisttravel/TravelAssist.aspx?LAYOUT=BLANK&TOCCode=DLkP6_p3jo9SUbFl9cJ_ZQ==
- Assistance dogs are allowed on all journeys
Toilets
- You will need a Radar key to unlock accessible toilets at stations
- Please find a link to the accessible toilet map here: http://content.tfl.gov.uk/toilets-map.pdf
Lifts
- If a lift is broken when you arrive at a step-free station, ask a member of staff to help you re-plan your journey
Journey rerouting
- If there is a single accessible bus journey to the next step-free station, or your destination, then this is the route you will be advised to take. If there is not, TfL is obliged to order you a taxi at their expense, to your destination or another step-free station from where you can continue your journey. This also applies when the line is closed and the rail replacement bus service is not accessible or does not stop at an alternative accessible station.
Last updated: March 2021
