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Support whilst you're travelling

Our staff are here to support you on your journey, including

  • Providing boarding ramps if you are a wheelchair user
  • A guiding arm in case you are a blind or visually impaired person
  • >We provide induction loops at our ticket offices
  • Support tools if you have learning needs or an invisible disability, like our Travel support Card and Communication Guide

Easy Travel Guide

Our easy to understand travel guide is designed to provide straightforward tips to enable everyone to travel safely on our network.

Download the Easy Travel Guide

Travel Support Card

The Travel Support Card is a free card designed to help anyone who finds it hard to ask for help when travelling on our trains – whatever the reason.

Your card can include details about:

  • your journey
  • who to contact in an emergency
  • anything else you need help with

Simply show us the card at the station or on the train so we can give you the support you need. 

For instance, we could help you with finding your bearings in the station or local area, information about platforms or train times, getting assistance to the platform or train, planning a journey if there are delays, help with getting a seat, choosing and buying the right ticket and more.

And if there’s an emergency we’ll know exactly who we have to contact.

Who may find the card useful

The support card can be useful for people with:

  • memory loss
  • impaired hearing
  • learning difficulties
  • limited or no English
  • problems communicating

You or a family member, friend or carer can download a card below, or contact us if you’d like us to send you one in the post.

Download a Travel Support Card

Face covering exemption card

If you do wish to use an exemption card, our downloadable card is available. Using this card or any other card is not mandatory.

Download a Travel Support Card - with face covering exemption

Sunflower Lanyard scheme

We also recognise the Sunflower Lanyard scheme, which is widely used to highlight your request for support, including exemption from using a face covering. Network Rail has lanyards available at stations like Victoria, London Bridge, Charing Cross, Cannon St, Waterloo, Clapham Junction and Guildford.

Communication guide

If it could help you, our station staff can use a pictorial communication guide. The guide has pictures of several different key aspects of travel that passengers might ask about. It can be very useful for passengers who have:

  • impaired hearing
  • limited or no English
  • problems communicating 

The guide is used at our ticket offices and many ticket barriers too. It can also be downloaded from our website if you want to take one with you or if you think it would be useful to a passenger you know.

Download our Communication Guide

We have worked with many organisations offering travel training and have created these aids to help with individual journeys. If you would like more information or help please contact customer services

How can we improve?

We’d love to hear from you about any ideas you have for how we could improve accessibility at stations.