Boarding the train

Getting on and off the train safely

Boarding assistance zone designAll new stations and new trains are accessible. Look for the wheelchair symbol on specific carriages.

  • You can ask for assistance getting on and off trains, and some stations have accessible facilities.
  • All stations marked as wheelchair accessilbe have level, ramp or lift access to all platforms.

Using easy access gates

If you cannot use standard ticket gates, you can enter or exit the paid area of the station via the easy access gates with your valid ticket.

Tactile tiles

Tactile tiles on train platformTiles with a bumpy surface are being fitted along the edge of platforms to warn people with vision impairment when they are close to the edge of the platform. They are usually 60cm deep and located between the yellow line, which is around 75cm from the edge of the platform.

Some stations also have tactile tiles to help with finding the way to stairs and along concourse areas.

Boarding ramps

There is always a gap between the platform and the train, and it may not be the same on every station. Platform-to-train boarding ramps are available on the train or on the platform to help you get on or off safely.

You can ask to use a borading ramp if you:

  • use a wheelchair or motorised scooter
  • are travelling with a pram
  • use another type of mobility aid
  • need assistance for any other reason.

Boarding ramps are 80cm wide and can take loads up to 300kg. This includes your own weight, the weight of your aid, and anyone helping you.

Short platforms

At some stations, the train may exceed the length of the platform.

Check station details to find out if a station you are travelling to does have a short platform. If so, tell a staff member or train guard at your departure station. They will help you board the right carriage to alight safely at your destination.

Getting assistance

Passenger with pram boarding the trainIf you need help to board the train, contact your departure station and let staff know your needs and travel plans, so they are ready to assist you. Arrive at the station well before your train is due and make yourself known to staff.

Boarding assistance zones are marked on the platform with a wheelchair-accessible symbol. Please wait here, especially if you are not sure if the train guard will be in the middle or the rear of the train.

Search for your station using our station details search.

Staffed stations

If your station is attended, staff are available and the station has a boarding ramp on the platform, our station staff will:

  • Direct you to the boarding assistance zone on the platform (shown right)
  • Use the boarding ramp to help you board the train safely
  • Notify the guard of your location on the train and your destination station
  • Phone your interchange and destination stations to arrange for someone to help you alight or change trains.

Unstaffed stations

If your station is unattended or staff are unavailable at the time your train is due:

  • For suburban services, wait near the sixth carriage of the train - this part of the platform is marked 'Boarding assistance' (shown above right).
  • For intercity and regional services, wait near the middle of the platform.
  • When the train arrives, ask the guard for help to board (look for the blue light on the outside of the guard's compartment).
  • The guard will put out the boarding ramp and help you board if required.
  • The guard will contact your destination or interchange station so the boarding ramp is available for you to alight from the train.
  • If station staff are not available at your destination or interchange station, the guard will put out the boarding ramp for you to alight.

Emergency Help Points

Emergency help point on train platformIf you have a disability, please feel free to use Emergency Help Points to let us know where you are on the platform and to make sure a boarding ramp is available if you need one.

Every platform has them, and you will find accessible Emergency Help Points on new trains.