Train travel help for people living with dementia

 In this blog we will talk about some of the assistance options that a person with dementia may be able to access when travelling by train. 

What is Passenger Assist? 

Passenger Assist is a national scheme used by all train companies in the UK. It allows people to request an assistance booking in advance of their journey. The train company can organise assistance for the entire journey, even if you are travelling on multiple services. Passenger Assist is a free service.  

What sort of assistance can I request? 

Passenger Assist offers help in various ways, including: 

• a member of staff helping you to navigate the train station 

• help getting on or off the train you have booked 

• meeting you from your train and taking you to your next train or the station exit 

• arranging a ramp on or off your train carriage 

• assistance relating to a non-visible disability, such as dementia 

• help carrying your bags 

How do I make a booking using Passenger Assist? 

There are a few ways you can book assistance for your train journey.  

The easiest way is via the Passenger Assistance website, or on its mobile app, which you can download free on the App store or Google Play store). After creating your account, and specifying your accessibility needs, you can select the ‘New Journeys’ tab where you can plan your train journey. Please note that this app, and website, is for arranging assistance only – you still need to buy your train tickets. For more information on Passenger Assist, see their faqs.  

If you’d prefer to handle the assistance booking over the phone, you can call the National Rail Enquiries line on 0800 022 3720. Select option 1, tell the advisor which the journey you’re planning to take, and they will connect you to the relevant train company to place your booking request. You can also text 60083 (Monday to Friday, 9am-5pm) with your Passenger Assist enquiry. 

To see the available assistance options for each train company, you can navigate to them from this National Rail webpage. 

If you are doing last-minute travel, and haven’t had a chance to pre-book assistance, the best way to request support is to make yourself known to a member of staff, or use a Help Point when you arrive at the station. 

Gail’s experience using Passenger Assist 

“Having dementia makes travelling quite a stressful experience, especially when train changes are involved. I have used assisted travel on a couple of occasions, but since downloading the Passenger Assist app, it has been so much easier. In just a few clicks you can request to book assistance, so every rail journey you take is as stress-free as possible and the rail staff understand your needs. 

My experience over the last few weeks has been amazing, right from the start of my journey, which included a train change before continuing to my end destination. I thought it was too good to be true, until I embarked on my return journey, only to find the service was excellent once again. I honestly could not fault it! People are quick to complain, but very rarely praise. Well done to Passenger Assist for making my journey a stress-free experience.” 

The Sunflower lanyard 

All train operators in Britain recognise the Hidden Disabilities Sunflower scheme. 

By wearing this sunflower lanyard, you are sharing that you have a disability or condition that may not be immediately apparent, such as dementia. It can also signify to station staff, or even to other passengers, that you may need a helping hand.  

There is no obligation to wear this lanyard, but for some passengers, it provides a sense of reassurance for their journey.  

Sunflower lanyards are available in participating managed stations, or you can purchase a Sunflower lanyard online.