UK travel to your departure point – airport, cruise, ferry port or international rail terminal

National Rail and TFL offer a passenger assist service at managed stations to support people who require assisted travel services. They can provide assistance to navigate the station, board and alight the train, find your seat, and use a ramp if needed. You can book Passenger Assist in advance, up to two hours before your train departs, to ensure everything is ready for your journey. Alternatively, you can arrive at the station at least 20 minutes before your train departs and request assistance, and they will do their best to provide it.

Passenger Assist
National Rail Passenger Assist
Transport for London

Accessible travel
Eurostar

Technology To Simplify Assisted Travel
PassengerAssistance.com
 

Passenger seated in an onboard wheelchair being assisted aboard an aircraft.

Assisted travel at the airport

Navigating your way around an airport can be tricky, so try and plan in advance and ensure that you have plenty of time before your departure, to make the experience less stressful.

Most airports offer a variety of assistance services, which are designed to make your journey as smooth as possible – this generally includes assistance from the drop off point at the terminal building, check-in support, assistance through security and boarding.

This could also include assistance:

  • To the top of the airbridge/bottom of aircraft steps.
  • To the door of the aircraft.
  • Directly to your seat.
  • Disembarking the aircraft.
  • Transferring between flights.

It is usually advised to book assisted travel a minimum of 48-hours in advance of departure, but we recommend doing this at the time of booking.

Airports often publish maps on their websites, which will help you see the layout in advance and find out about the distances involved. For example, from arrival point to check in, departure lounges to gates, and most importantly, where help points are situated where you can make your arrival known.

You should arrive in good time at your departure point and make yourself known to the assisted travel desk.

Security checks are made on all equipment and mobility aids. Make security staff aware of your needs.

If you are a wheelchair user, you may be able to stay in your own chair to the boarding gate. Where this is not possible, you will be transferred to the assistance providers’ wheelchair and your own chair will be checked in. The same would apply to mobility scooter users.

Assisted travel passengers are usually boarded first, and you can ask to be pre-boarded.

Make sure staff at check-in, boarding gates and onboard know if you are hearing or visually impaired, so that you don’t miss changes to departure display screens or any important announcements.

 

Assisted travel at the cruise or ferry port

If you have requested assistance, the operator of the port terminal will help you to check-in and register your luggage (including mobility equipment and any other specific equipment). The operator will also help you through any security and border controls and see you onto the ship.

If you arrive at the port with medical or mobility equipment, but haven’t notified the operator in advance, you may not be able to take the equipment onto the ship. This could result in you not being able to travel. To avoid this ensure you book your assistance in advance.

 

Onboard your flight

Generally, pilots and cabin crew will have been trained in disability and equality awareness, including hidden disabilities, and will be on hand to support you and answer any questions you may have while onboard.

Whilst the cabin crew will provide support and assistance onboard to help your flight be as comfortable as possible, they are unable to assist passengers with personal care services such as eating, drinking, taking medication or using the toilet facilities onboard. If you need this type of assistance you will need to travel with a companion who is over the age of 16 or a carer who is able to help you.

If you need an alternative type of safety briefing or use of an aisle seat to access the onboard facilities it is important that you advise the airline before travel of your onboard assistance needs so they can arrange this.

 

Pool hoist installed on a cruise ship deck to assist passengers entering the pool.

Onboard your cruise or ferry

Many cruise lines have made modifications to their ships to make them easier to navigate. Find out what facilities your cruise company offers, which could include anything from accessible lifts, allowing access to dining and other facilities, safety briefings in large print format, or with captions or sign language interpreters.

While they will provide an attentive service, crew cannot provide one-on-one personal care assistance, and you must be able to provide such care yourself (eg performing personal tasks such as eating, dressing, toileting, bathing, and getting around the ship).

There will likely be limits on the number of wheelchair users onboard for each sailing, and the use of mobility scooters may be restricted to certain areas on a vessel. Not all cabins are designed for wheelchair users, so book well in advance to get accommodation which suits your requirements.

As ships are different shapes and sizes, they will have different safety considerations. For example, some routine items of mobility or medical equipment (such as oxygen cylinders) may not be permitted onboard or may be subject to a size limit. Large or heavy items of mobility equipment may not be permitted in all parts of the ship, particularly if the ship is small. Information on such restrictions will be available from the ship operator.

 

Large cruise ship docked at a passenger gangway near a beach destination.

Ports of call

Facilities, services and accessibility across ports of call vary significantly and assisted travel services may not be available for some shore excursions or in certain ports of call due to limited infrastructure or transferring to shore by a tender. Additionally, other factors including weather, tidal conditions, and other safety concerns can impact the ability for an accessible tour to be safely operated.

Your cruise provider will do their best to secure accessible tours, but in some circumstances they may be limited. Discuss your cruise itinerary and assisted travel needs for shore excursions with your cruise provider or tour desk onboard who will be able to advise you of the tours and services available at your various ports of call. In certain circumstances wheelchair users may not always be able to go ashore at tender ports, depending on tides, weather, or local infrastructure. Your cruise provider will be able to provide you with more information on this.

For ferries, in certain circumstances, and where strictly necessary, carriers may require that you be accompanied by another person who is capable of providing you with assistance if required. You should let the cruise line or ferry service know if you need to travel with a carer. On a ferry, your carer might be able to travel for free. This does not apply to cruises, and all accompanying passengers would be required to pay for their cruise.

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