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Passenger Assist | Assisted Travel | Grand Central Rail
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data-drupal-link-system-path="node/159316">Change my ticket</a> </li> </ul> </li> </ul> <a aria-label="My Account" class="button button--account" href=https://buy.grandcentralrail.com/account>My Account</a> <div class="search"> <input aria-label="Search topic or keyword" type="text" class="input input--search" value=""/> <button aria-label="Search " class="button button--search-submit"><span>Search</span></button> </div> </div> </header> <div class="container"> <div class="main--no-sidebar"> <div> <div id="block-grandcentral-atomic-breadcrumbs" data-block-plugin-id="system_breadcrumb_block"> <nav class="breadcrumb" role="navigation" aria-labelledby="system-breadcrumb"> <ol> <li> <a href="/">Home</a> </li> <li> <a href="/help">Help & Contact</a> </li> <li> Travel Assistance & Passenger Assist </li> </ol> </nav> </div> </div> </div> <main class="main--no-sidebar" > <div> <div data-drupal-messages-fallback class="hidden"></div><div id="block-grandcentral-atomic-grandcentral-atomictheme-system-main" data-block-plugin-id="system_main_block"> <article> <div> <div class="layout layout--onecol"> <div class="layout__region layout__region--content"> <div data-block-plugin-id="standalone_qtt"> <h2>Standalone QTT</h2> <div class="block--qtt--container block--qtt--wrapper"> <div class="block--toc-qtt is-horizontal " id="toc_qtt"> <script async data-toc-qtt src="/api/qtt/CLEAR_ORIG_DEST?cfg=CLEAR_ORIG_DEST&hor=true&ex=false"></script> </div> <div class="block block--qtt block--toc-qtt block--qtt--ieinfo"> </div> </div> </div> </div> </div> <div class="container"> <main id="main-content" class="main--no-sidebar layout__region layout__region--main"> <div data-block-plugin-id="gc_page_title"> <h2>Page Title</h2> <div class="page-block page-block--page-title "> <h1>Travel Assistance & Passenger Assist</h1> <div class="main-image"> <img src="https://www.grandcentralrail.com/sites/default/files/basic_page_images/empty%20nester%20couple_1196x380px.jpg" alt="You Are Central"/> </div> </div> </div> </div> </main> </div> <div class="container"> <main id="main-content" class="main layout__region"> <div data-block-plugin-id="gc_content_block"> <div class="page-block page-block--main-content"> <table style="width:867px;" border="1" cellpadding="1" cellspacing="1"><tbody><tr><td style="width:857px;"><p><u>Strike Information</u></p><ul><li><span style="font-family:Calibri,sans-serif;font-size:11pt;">We will continue to provide passenger assistance as normal for trains that are running, including taking assistance bookings for trains that are confirmed in the timetable.</span></li><li><span style="font-family:Calibri,sans-serif;font-size:11pt;">For those with an existing assistance booking on one of the strike days on a service that will no longer run, we will attempt to contact you to advise alternatives for rescheduling or claiming refund as appropriate.</span></li><li><span style="font-family:Calibri,sans-serif;font-size:11pt;">Please do check our website regularly for updates prior to your journey. </span></li><li><span style="font-family:Calibri,sans-serif;font-size:11pt;">If you have any queries or concerns, contact our Passenger Assistance team on 0345 603 4852 (option 1, open 24 hours)</span></li></ul></td></tr></tbody></table><p>If you require assistance when travelling with Grand Central, please contact us in advance on one of the numbers below.</p><p>Grand Central serves a number of stations across England, some of which are not staffed or are in remote locations. For full details of station accessibility, <a href="/stations/" title="Stations served by Grand Central">see our Stations page here</a>.</p><p>All of our trains are wheelchair-accessible, and feature accessible toilets and dedicated wheelchair spaces. Additionally, announcements on-board are provided in both audio and digital formats. Travelling while mobility-impaired? You could be saving up to 33% on travel for you and a nominated person with the <a href="/tickets/railcards/" title="Information on Railcards">Disabled Persons' Railcard</a>.</p><h2>Passenger Assist</h2><p>Simply book assistance for any train journey, with one number. For a helping hand around the station, to boarding a train or arranging a ramp.</p><p>We鈥檒l organise assistance for your entire journey, even if you travel with someone else to complete the trip.</p><p>We can arrange for someone to:</p><ul><li>meet you at the station entrance or meeting point</li><li>help you navigate around the station and accompany you to your train</li><li>help you on and off the service</li><li>provide a ramp on and off your train</li><li>meet you from your train and take you to your next train or the exit</li><li>carry your bag (up to three items of luggage as per the <a href="https://www.nationalrail.co.uk/nrcot" title="National Rail Conditions of Travel">National Rail Conditions of Travel</a>)</li></ul><h3>How to book travel assistance</h3><p>When you're booking your train ticket on our website there is a link in the <strong>'Need assistance'</strong> section on the Travel options page. Just click on the link and you'll be able to request what help you need and we'll be in touch. Please note that assistance can only be guaranteed if booked during our Contact Centre opening hours (shown below) at least 2 hours prior to your journey.</p><table><thead><tr><th scope="col" width="50%">Grand Central</th><th scope="col" width="50%">All other operators</th></tr></thead><tbody><tr><td width="50%"><ul><li>Contact centre - <a href="tel:03456034852"><strong>0345 603 4852</strong></a> (option 1, open 24 hours)</li><li>Text Relay - <a href="tel:1800103448110072"><strong>18001 0344 811 0072</strong></a> (open 24 hours)</li></ul></td><td width="50%"><ul><li>National freephone passenger assistance - <a href="tel:08000223720"><strong>0800 0223720</strong></a></li><li>Text <a href="tel:60083"><strong>60083</strong></a>.</li><li>For textphone/minicom - <a href="tel:08456050600"><strong>0845 60 50 600</strong></a>.</li></ul></td></tr></tbody></table><p> </p><p align="center"><a class="button button--primary" href="/help/travel-assistance/passenger-assistance" title="Book assistance online without buying a ticket"><strong>Book assistance online without buying a ticket here</strong></a></p><h3>Get the Passenger Assist App</h3><p>You can also use your smartphone to request assistance through the <a href="https://eur02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.nationalrail.co.uk%2Fhelp-and-assistance%2Fpassenger-assistance-app%2F&data=05%7C02%7Cchantlerh%40arrivatrains.co.uk%7C2c22d676c18d420836c108dcf40a85be%7C694828a9151a45e19a5fd75029018591%7C0%7C0%7C638653573239159703%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=CWh3vADyzhwtka72Vbt%2Ft5W573g4b1dfcTu0tRXXgJ8%3D&reserved=0" target="_blank" title="Passenger Assistance app">Passenger Assistance App</a>. The app is brought to you by Transreport in partnership with National Rail.</p><h2>Accessible Travel Policy</h2><p>Our <a href="https://www.grandcentralrail.com/sites/default/files/files/timetables/ACCESSIBILITY%20DL%20BOOKLET%20Feb%202024.pdf" title="Grand Central's Accessible Travel Policy (PDF)">Accessible Travel Policy (PDF)</a><strong> </strong>sets out how we aim to assist passengers who would normally find it difficult to access our services. It also contains detailed information about access arrangements at the stations we normally call at.</p><p>More information about our Accessible Travel Policy, including accessibility along our routes and on board our trains, can be found <a href="/help/travel-assistance/accessible-travel-policy/" title="Grand Central's Accessible Travel Policy">here</a>.</p><h2>Station Improvements & Updates</h2><p>The National Rail Enquiries website has a search tool for any station on the network where you can look up specific information relating to access requirements and station improvements. Click <a href="https://www.nationalrail.co.uk/stations_destinations/" title="Stations and Destinations">here</a> to visit that page. </p><p>Access to Sunderland station will change from the 29th April 2022 as part of a transformation project for the area. The southern entrance on Athenaeum Street will close from the 2nd May 2022 and all passengers are advised to use the northern entrance on Union Street. Work is scheduled to continue until 2024. </p><h2>Electric Mobility Scooters</h2><p>Please visit our <a href="/help/travel-assistance/electric-mobility-scooters" title="Information on bringing electric mobility scooters on Grand Central trains">Electric mobility scooter</a> page for updated information on travelling with an electric mobility scooter on our services.</p><h2>Tell us about your experience</h2><p>If you鈥檝e used Grand Central鈥檚 travel assistance and have a comment or complaint to make, you can contact us at <a href="tel:03456034852">0345 603 4852</a> (option 4, then option 1) or email us at <a href="/cdn-cgi/l/email-protection#1f7c6a6c6b70727a6d316d7a737e6b7670716c5f786d7e717b7c7a716b6d7e736d7e7673317c7072"><span class="__cf_email__" data-cfemail="99faeceaedf6f4fcebb7eafcebeff0fafcead9feebf8f7fdfafcf7edebf8f5ebf8f0f5b7faf6f4">[email protected]</span></a>.</p><p>We understand the inconvenience caused when assistance is not delivered so, when appropriate, we will also provide you with redress for your journey.</p><p>If you feel we have not addressed a complaint to your satisfaction, you may take this up with the Rail Ombudsman. <a href="/help/contact-us#ombudsman" title="Rail Ombudsman contact details">You can contact the Rail Ombudsman here</a>.</p> </div> </div> </main> <aside class="sidebar layout__region"> <div data-block-plugin-id="gc_quick_links_block"> <div class="page-block page-block--quick-links"> <h3>Service status</h3> <ul> <li><a href="/travelling-with-gc/live-arrivals-and-departures">Live arrivals and departures</a></li> <li><a href="/travelling-with-gc/disruptions">Live Service Status</a></li> </ul> </div> </div> <div data-block-plugin-id="gc_quick_links_block"> <h2>Quick Links</h2> <div class="page-block page-block--quick-links"> <h3>Related content</h3> <ul> <li><a href="/help/contact-us">Get in touch</a></li> <li><a href="/tickets/group-travel">Group travel</a></li> <li><a href="/tickets/railcards">Railcards & Groupsave</a></li> </ul> 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