Something wrong on journey?
Knowing what to do when your travel plans go wrong can help you avoid problems as a disabled traveller.
Find out if there's anything you can do if your equipment breaks down. Are there any charging or help points you could use? Could someone pick up your equipment and get it to a repair centre?
Asking staff for help on public transport Medical issues
If you have a medical condition, carry information with you that will inform others, such as transport staff or emergency services, in case you need help.
If you’re on medication for a condition, bring it with you in case you miss a scheduled dose due to travel delays.
If you have an accident while travelling on public transport, ask staff or other passengers to help you. Staff should be on hand to give first aid.
If you need urgent assistance, use the passenger alarm. This is usually near the wheelchair space on trains, on platforms or near doors.
Asking for directions or assistance while travelling Asking staff for help on public transport Emergencies
If an emergency such as a crash or terror incident happens, listen to instructions from staff and emergency services as they'll be trained to deal with the situation.
Tell people if you have additional needs, particularly if your condition or impairment is not visible.
A non–verbal way to connect with the emergency services is the
TapSOS app. Asking for help
The most important thing you can do if something goes wrong on your journey is to ask for help.
Be clear about what assistance you need. This will help you get the right support to help you finish your journey, especially when you’re dealing with transport staff.
Staff should be trained to assist you. Transport operators have a duty to help you get to your destination if you’ve booked assistance in advance.
If your booked train assistance does not turn up
options and rights as a disabled traveller (GOV.UK) can help make you more confident when asking for support. Complaining if you do not get the support you’re entitled to
Your feedback can help transport operators improve their service. Tell them what went wrong and why. And ask what steps they will take to make things better for disabled travellers.
Complaining about public transport
Last reviewed by Scope on:
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