Passenger Assist
You can book Passenger Assist staff assistance in advance at London Overground, Elizabeth line and London Underground stations as part of the National Rail Passenger Assist service.
You need to book Passenger Assist staff assistance at least 2 hours ahead of your journey.
If you do not have time to book the Passenger Assist service, you can use our turn up and go service instead. Where possible, we recommend customers book the Passenger Assist service as this helps our staff know in advance that assistance is required.
Booking the Passenger Assist service
You can book Passenger Assist by:
- Calling TfL on 0343 222 1234 (call charges may apply). Phone lines are open 24 hours every day (except Christmas Day)
- Booking online on the Passenger Assistance booking form
- Using the Text Relay UK service: Call 18001 followed by 0343 222 1234 to use the text relay service to speak with a TfL colleague
- Using the Passenger Assistance app from the App store or Google Play
Passenger Assistance app
If you use the app to book, you still need to pay for your journey separately in the usual way.
You can use the Passenger Assistance app to:
- Book assistance for your rail journey
- Manage your customer profile
- View your travel history
- Browse rail journeys using the online journey planner
The app can be used to request assistance for future journeys across the whole National Rail network.
Passenger Assist luggage assistance
You can request luggage assistance as part of a Passenger Assist booking at Elizabeth line and London Overground stations.
You can also request luggage assistance as part of a Passenger Assist booking at the 30 London Underground stations listed below if you are starting your journey or changing between National Rail, London Overground and Elizabeth line services as part of your journey.
These stations are operated by Transport for London (TfL) on behalf of the train companies.
| London Underground station | Other rail services available at this station |
|---|---|
| Amersham | Chiltern Railways |
| Blackhorse Road | London Overground |
| Chalfont & Latimer | Chiltern Railways |
| Chorleywood | Chiltern Railways |
| Farringdon | Thameslink Railway |
| Greenford | Great Western Railway |
| Gunnersbury | London Overground |
| Harlesden | London Overground |
| Harrow & Wealdstone | London Overground, London Northwestern Railway and Southern |
| Harrow-on-the-Hill | Chiltern Railways |
| Highbury & Islington | London Overground and Great Northern |
| Kensal Green | London Overground |
| Kenton | London Overground |
| Kentish Town | Thameslink Railway |
| Kew Gardens | London Overground |
| Moorgate | Great Northern |
| North Wembley | London Overground |
| Old Street | Great Northern |
| Queen's Park | London Overground |
| Rickmansworth | Chiltern Railways |
| Seven Sisters | London Overground |
| South Kenton | London Overground |
| South Ruislip | Chiltern Railways |
| Stonebridge Park | London Overground |
| Stratford | Elizabeth line, Greater Anglia and London Overground |
| Walthamstow Central | London Overground |
| Wembley Central | London Overground, London Northwestern Railway and Southern |
| West Brompton | London Overground and Southern |
| West Ham | c2c |
| West Ruislip | Chiltern Railways |
Luggage guidance
Staff helping with luggage at the above Tube stations must be able to lift any items of luggage safely. You must ensure that the weight, size and quantity of your luggage does not exceed the limits in the National Rail conditions of travel.
If staff are unable to lift any items of luggage safely, they may decline luggage assistance and suggest you book a taxi to your destination station at your own expense.
Luggage assistance is not available on the wider London Underground network, nor is it part of London Underground's turn up and go service. Apart from Elizabeth line and London Overground services, luggage assistance is also not available elsewhere on the TfL network.
For more details, see our Conditions of Carriage.
Getting help at a station
If you have a Passenger Assist booking and are planning on making an onward journey, make yourself known to a member of staff in the ticket hall or via a Help Point when you arrive at the station. This is particularly important if you require step-free access.
Some London Underground and Elizabeth line stations are step-free to train so you can get on the train easily. Other London Underground, London Overground and Elizabeth line stations may be step-free to platform so you may need a boarding ramp to get on or off the train.
If your destination station is step-free to platform, and you need a boarding ramp to get off the train, we can alert the station that you are on the train so they can have a ramp ready for you when you arrive.
The station team will check there are no disruptions on your planned route and tell the destination station when you are on the train.
Allow at least 15 minutes to change services as part of your journey.
See our accessibility maps and guides to find out more about accessible travel on our network.