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Scotrail Arrangements for People with Disabilities

ScotRail have an “Accessible Travel Policy” for disabled customers, including parents with small children, first time travellers, those with temporary disabilities, etc. which provides information for those who may need extra assistance when travelling.  more information on this policy can be accessed, in full, from the ScotRail Website.

Within the ScotRail network, a number of stations and trains are not fully accessible to disabled customers.  In addition, not all stations are staffed and others are only staffed part time.  ScotRail recommend that if travel assistance is required that the request is, wherever possible, made in advance via:

  • Free Assisted Travel Helpline: 0800 912 2901 (Monday to Sunday from 07:00 to 22:00 - except Christmas Day and New Year's Day)

ScotRail Assistance includes:

    • Assisted Travel Textphone: 18001 0800 912 2 901 (for people who are hard of hearing)
    • Assistance to board or alight train at starting, intermediate and destination stations.
    • Assistance with luggage where staff are available.
    • Alternative transport, at no additional cost, from an inaccessible station to the nearest accessible station to valid rail ticket holders.  Please note that advance notice is appreciated in order to arrange an accessible transport.

Disabled passengers who are unable to confirm their return arrangements at the time when they first contact ScotRail, but require assistance, can call 0800 912 2901 and arrange for their assisted travel at the earliest opportunity.  However, this may result in a delay, especially if an accessible transport is to be arranged and passengers may have to wait longer than expected.  However, ScotRail will do everything they can to ensure that appropriate assistance is provided.

It is possible to do a “turn-up and go” and arrange assisted travel at a manned station.  However it may not be possible to board the train at the time of your choice and customers may have to wait for their assistance.  ScotRail cannot guarantee that your assistance will be met if you have not given advance notice.

If a taxi is arranged for use by a disabled passenger, a companion who is accompanying the disabled person can also qualify to travel in the same taxi.

Where train services are shown as being replaced by buses in the National Rail Timetable, Scotrail will endeavour to ensure that an accessible bus is provided.  If an accessible bus is not available then, provided the passenger has previously contacted ScotRail, a suitable taxi will be provided at no extra charge to the customer.


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