Accessibility
If you need assistance, like boarding the train, buying a ticket or help with luggage, the train Company London North Western Railway is happy to help.
They are committed to making their service accessible and inclusive. Here is some useful information to help you plan your journey .
How to book assistance
London NorthWestern Railway support the rail industry Passenger Assist scheme and the team are there to help you book assistance for your journey anywhere on the network.
You can book:
- Online using Passenger Assist form
- By phone on Freephone 0800 024 8997; or
- Next Generation Text: 18001 0800 024 8997
The opening hours are 8am – 10pm, 7 days a week except for Christmas Day and Boxing Day.
To make a Passenger Assist booking, including seat reservations with other train operators, please contact them by 10pm the day before your journey. If you are only travelling on their services, you can book with us up to 4 hours ahead for journeys on the same day, providing this is done during contact centre hours (8am – 10pm daily).
If your booking is made online outside of these hours, this will be processed as soon as possible when the contact centre opens.
Don’t forget you can always simply ‘turn up and go’ without booking, so you can still travel if your booking has not been confirmed, and they will do their best to help you on the day.
Please note that other train operating companies may have different contact centre hours for booking assistance.
To book assistance please call the Passenger Assist team on 0800 024 8998 (Next Generation Text 18001 0800 024 8998) or fill out the form below.
Please note: Whether you have booked assistance or not, please arrive at the station at least 20 minutes before your train is due to leave and allow more time if you need to buy a ticket.
Using This Website
This accessibility statement applies to Abbey Line website (abbeylinecommunityrail.org.uk). We want as many people as possible to be able to use this website. For example, that means you should be able to:
- Zoom in without the text spilling off the screen
- Navigate most of the website using just a keyboard
- Navigate most of the website using speech recognition software
- Listen to most of the website using a screen reader
Please see AbilityNet for advice on making your device easier to use if you have a disability.
Reporting accessibility problems with this website
We’re always looking to the accessibility of the Abbey Line website. If you find any problems not listed on this page or believe we’re not meeting accessibility requirements, please email info@abbeylinecommunityrail.org.uk
Non-accessible content
The content types listed below are non-accessible for the following reasons:
- Some of our videos are not captioned and rely on auto-generated captions that may not be completely accurate
- Some of our images may not have text alternatives, so people using a screen reader cannot access the information. We are working to add text alternatives to all our images and for any new content we’ll make sure our Use of images meets accessibility standards
- Some of our PDFs may not meet accessibility standards.
Disproportionate burden
We do not believe there is any content on this site for which we need to claim a disproportionate burden.
External links
This website links to third-party, external websites or services that may not be fully accessible.
PDFs and other documents
Some of the information on this website has been added as documents you can download or view online. We try to make as much of our information available to you as a web page. However, some of our information is available to view or download in a document – usually in Portable Document Format (PDF). Free software is available to view PDF file types.
How we tested this website
We tested this website in the following ways:
- WCAG 2.2 compliance was evaluated on 22nd January 2026 using an accessibility reporting tool and automated validator systems.
- Colour contrast checkers have been used during the website design and development