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Customers With Disabilities Or Restricted Mobility

Northern Rail aims to make its services accessible to all including those with disabilities or restricted mobility. We have a Disabled Peoples Protection Policy (DPPP) that sets out the services that disabled customers can expect when travelling with Northern Rail.

Our commitment includes:

a) The availability of a telephone pre-booking assistance service to ensure that customers are met and assisted throughout their journey. In order to ensure that the best service is available, we advise customers to give at least 24 hours notice. We will consider appropriate compensation if arrangements made in advance for travel on Northern Rail and for Northern Rail stations are not provided.

If it is not possible to give notice it may still be possible to help you. The special contact telephone numbers for this purpose are:

Customer Relations, Assistance Helpline Telephone: 0845 600 8008 or Textphone 0845 604 5608. 0600 - 2300 Monday to Friday, 0700 - 2200 weekends)*
*There is a recorded message outside these hours.

b) A pre-booking ticket and reservation service that can be completed at the same time as help is confirmed (some rail tickets require advance purchase).

c) All our services carry ramps and our staff will be able to use them.

d) We will try to provide space as far as practicable in our trains for customers using wheelchairs, both manual and electric, of standard dimensions (120cm by 67cm), however, other types of scooter or powered vehicles cannot be carried.

e) Northern Rail accepts the National Disabled Railcard that offers price reductions of up to a third on a range of rail tickets.

f) Northern Rail's services call at approximately 500 stations and levels of accessibility and assistance vary considerably. This can be clarified by ringing our Customer Relations, Assistance Helpline.

g) Northern Rail will do as much as possible to ensure ease of access into its stations and onto its trains.

h) Northern Rail will consult with the Royal National Institutes for the Blind, and for Deaf People and other agencies who represent disabled people to improve the provision of information and better understand access requirements.

i) Northern Rail will have due regard to the Code of Practice "Train and Station Services for Disabled Passengers" published by the Strategic Rail Authority (SRA) in February 2002.

j) Northern Rail is pleased to support the Guide Dogs Travel Charter.

k) Northern Rail will provide all staff with Disability Awareness training.