Accessible travel with Great Western Railway

At Great Western Railway we are committed to making rail travel as easy and accessible as possible for everyone. For customers with disabilities and those who travel with them, there are lots of ways we can help you. These include: 

Passenger Assist 

We are part of the nationwide Passenger Assist scheme. This is a national system used by all train companies and it allows us to make all the necessary arrangements for your journey including changes and connections with other train companies. 

Passenger Assist must be pre-booked at least 2 hours before your journey. This can be done via an online form, by app or by calling the freephone number (0800 197 1329). 

Station familiarisation 

You can search for information on the facilities at all our stations on our website. Plus, you can check accessibility at every station in the UK, including GWR’s, by using National Rail’s Rail Access Map. 

We have also created a series of virtual station tours, so you know exactly what to expect when you arrive. These include Bath Spa, Oxford, Exeter St Davids, and Penzance. We’re adding new stations all the time and you can view the full library here.  

Hidden disabilities 

If you - or someone you travel with - has a hidden disability, you can order a sunflower lanyard and card for free either via Passenger Assist or by contacting us on social media. Our colleagues know and understand the symbol and will be happy to help. 

We also offer travel assistance and hard of hearing cards that can be customised with details of how our colleagues can help you. These are available to download either on our website or by visiting the downloadable information page. 

Assistance dogs 

Like other train operators, we allow you to bring up to 2 dogs with you. You can also download and print assistance dog seat cards. These can be placed on the seat next to you when your assistance dog is sat underneath. This lets other customers know the seat and the space under it should be kept free for your dog. 

Saving you money on your journey 

You can buy digital railcards directly from GWR, saving you up to a third on your train tickets. There are several different railcard options available, including a disabled persons railcard. You can explore all the options here.  

Sensory support 

Our sensory packs are available to passengers with sensory needs and include items such as a fidget toy, travel card holder and stress ball. They can be pre-ordered and delivered to your local station by emailing accessibilitymentors@gwr.com at least 2 weeks in advance of your journey date. Please note, you will be asked to provide evidence of a purchased ticket. 

We also have a produced Sound Bites – a series designed to help you become familiar with the types of sounds you may encounter whilst travelling on the railway. 

And finally, in an emergency, ear defenders are available at staffed stations on our network. These are for use if you or a member of your travelling party experience sensory overload. 

Try a train 

Our Accessibility Team can also work with groups or individuals who would like a little extra guidance and reassurance before travelling independently. We offer tours of a station near you followed by a short train trip and we can tailor our approach according to any specific needs. If you are interested in this free service, simply email accessibilitymentors@gwr.com for more details. 

To find out more information on all the ways we can help, visit the Passenger Assist page on our website.