When requesting assistance for people with disabilities or reduced mobility, please let us know what your needs are so that we can provide you with the best possible assistance:

• If you are travelling with your wheelchair and wish to sit in a seat, your wheelchair must be able to be folded or collapsed to make it easier to transport.
• If you have other mobility difficulties, you can request a wheelchair to be moved around the station and receive assistance getting on and off the train.
• If you have a hearing impairment, technical aids are available to aid communication.
• If you have a visual impairment, you will be accompanied whilst moving through the station and given assistance getting on and off the train and finding your seat.
• If you have an intellectual disability or difficulty understanding, you will receive guidance and be accompanied through the station to your seat on the train.

Please also let us know if you are travelling with a companion or a support person, or if you are travelling with a guide dog or assistance dog.

To arrange assistance, you must request it after purchasing your ticket by going to the ‘My Bookings’ section, up to 12 hours before your train’s departure.

The first thing you need to do is click on ‘My Bookings’ and go to the ‘Request assistance at the station’ section. There, you can specify the type of assistance you wish to request and provide your contact email address or telephone number. You will automatically receive an email confirming this service.

On the day of your journey, you must arrive at the meeting point at the station at least 1 hour before your train’s departure to ensure the service is provided properly.

Please note that your luggage must not exceed 25kg; this will be checked by the passenger assistance service provided by ACERCA (ADIF). If you have any queries or if there are less than 12 hours to go before your journey, you can contact them.