Passenger’s Charter

Great Western Railway: our Passenger’s Charter
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If you need help
when you travel
We want to make sure everyone who travels with us has an easy
and comfortable journey – including our older customers and people
with a disability. So if you need support getting on and off the train,
navigating the station or planning your journey, we’re more than happy
to help.
We’ve put together a leaflet called ‘Making Rail Accessible’. There are
several different versions. Our Easy Read version is for people with a
learning disability and it’s available at www.GWR.com. We also have
Braille and audio versions. Just ask a member of staff at one of our
stations for a copy, or call our Customer Support team on 03457 000 125
for more details.
How we can help
If you’re planning a journey with us, you can book some support for
when you travel. You just need to let us know 24 hours before your trip.
Then we’ll:
• help you find your nearest station with the best facilities for you
• help you plan the easiest route for your journey
• make sure our staff know you’re coming and what support you need
• give you all the help we can along the way.
If your local station or the station you need to get to isn’t very
accessible, don’t worry. We’ll arrange for you to get to and from a
station that is, free of charge.
Giving us enough notice
If you can’t give us 24 hours’ notice of your journey, we’ll do our best to
support you when you travel. But we can’t guarantee that we’ll be able
to give you the same level of help.