Accessibility

What TRU is delivering for accessibility

TRU is investing in modern, accessible stations and facilities across the route, which includes:

• Step‑free access at more stations, making it easier for customers with mobility needs, pushchairs or luggage to move independently.
• Improved station facilities including accessible waiting shelters, seating and upgraded blue badge parking. 
• Better signage and wayfinding designed to support customers with visual, cognitive or mobility impairments. 
• Clearer audio and visual announcements and upgraded Customer Information Screens (CIS).
• Hearing loops installed or improved at key locations to support customers who use hearing aids.

How we're supporting customers during TRU works

While construction is underway, we’re committed to keeping customers moving safely and confidently. We have dedicated customer‑facing colleagues who are deployed at key locations during closures and major changes, to help customers navigate the network. 

All of these colleagues have received industry‑standard accessibility training, ensuring they are equipped to support customers with a wide range of needs. We work closely with train operators to minimise disruption, provide clear information, and ensure assistance is available throughout your journey.

Tools and support available during your journey

To make travelling during our improvement work easier, we’ve introduced a range of supportive tools and processes. 

• Accessibility‑trained frontline colleagues: Our teams follow the Passenger Assist process, including the full handover protocol, ensuring support is available at every stage of your journey.
• Passenger Assist: Passenger Assist allows you to request help with boarding, alighting, connections, and navigating stations. Train operators can also arrange alternative accessible transport if required.
• Customer Communication Cards: We’ve created six Customer Communication Cards designed to break down communication barriers.

Where to go for further support

For more information, feedback or to arrange assistance, you can: 

• Visit your train operator’s Customer Relations page 
• Book Passenger Assist via PassengerAssistance.com or download the Passenger Assist app on Google Play or the iOS App Store. 
• Visit one of our colleagues at your local station who will be happy to help

Travelling on Rail Replacement (RR) services as a disabled customer

When rail replacement buses are in operation, we ensure accessible travel remains available.

• Wheelchair access: All RR buses have space for one wheelchair user. If a vehicle cannot accommodate a wheelchair, the train operator will arrange an accessible alternative.
• Audio & visual information: From 1 August, vehicles with more than 16 seats and shorter distances between stops will provide audible and visual onboard information, supporting customers with visual or hearing impairments.
• On‑site support: Colleagues are deployed at major rail/road interchanges to help customers board the correct service and ensure they receive any assistance they need.
• Journey planning: Train operator contact centres can help plan accessible journeys and pre‑arrange Passenger Assist, including arranging alternatives if required.

Requesting TRU information in alternative formats

If you need TRU communications in an alternative format-such as large print, audio, braille or easy‑read, you can request this via TranspennineEngagement@networkrail.co.uk.

If you’re unable to use a digital device, your train operator’s Customer Relations team can support you in making a request.