Accessibility & Assistance

Accessibility & Assistance

East Midlands Trains are committed to meeting the needs of our passengers with disabilities and to providing excellent customer service. That's why we have a Disabled People’s Protection Policy (DPPP) setting out how we protect the interests of passengers with disabilities.

We want to ensure that travelling is a straightforward and comfortable experience for everyone, offering help and assistance when needed. We can help you with journey planning, booking your tickets, making seat reservations and through every stage of your journey with us, including meeting you on and off our trains.

First time travelling by train with assistance? Take a look at a Rail Adventures to see how Sophie Morgan got on travelling by trains in a wheelchair. Click here to view.


Booking Assistance

East Midlands Trains provides assistance with travel through the station, as well as assistance with boarding and exiting trains.  This service is available for people with disabilities and restricted mobility or access needs .  When booking assistance we advise that you also make a seat or wheelchair reservation to ensure comfort once you have boarded the train.  Seat and wheelchair reservations are available on our London route services, Liverpool - Norwich route services and our Nottingham to Skegness route services. It is advised to book assistance and make a seat or wheelchair reservation at least 24 hours before your journey.  To book assistance for your journey, please complete the booking form with the required details. Or alternatively call 03457 125 678, lines are open 24 hours a day.

Book your assistance


Our guide to travelling with assistance

We have in-depth travel information available to download. We have a list of facilities and access information for our train stations, information on blue-badge parking and guidance on guide dogs and help with travelling.

Helping older and disabled passengers leaflet (PDF, 417kb)

Policies and procedures (PDF, 319kb)

This information is also available in large print, audiotape, CD and Braille; phone 03457 125 678 or Textphone 03457 078 051 for more information.

Download Adobe Acrobat Reader to view the PDF

Our guides contain information on:

Making arrangements for Assisted Travel  Yes
Designated parking spaces for blue-badge holders  Yes
Access to our stations  Yes
Alternative travel arrangements that we can provide if a station is inaccessible  Yes
Discounts for visually impaired passengers travelling with a companion, and people in wheelchairs  Yes
The Disabled Person's railcard  Yes
Guide dogs  Yes
Reserving wheelchair space on our reservable services  Yes
What to do if you have a powered scooter  Yes
Catering and refreshments  Yes
What will happen in an emergency  Yes

You can also obtain more useful information about travelling with assistance throughout the rail network including the use of mobility scooters through RICA.

Accessibility at stations

To see our wheelchair accessible stations, or our staffed stations, see the East Midlands Trains route map. The key will tell you which stations are:

  • Fully accessible with full time staff;
  • Fully accessible station platforms with part time staff; or
  • No staff assistance.


Accessibility – getting on and off our trains

We operate five types of trains, each with different levels of accessibility. Full information can be found on Disabled People's Protection Policy page.  

Book assistance for your journey with East Midlands Trains