Transport support services for disabled people

Printable version

1. Trains

You can give National Rail train companies advance notice if you think you’ll need any help from staff.

You can also check if a station has accessible facilities.

Wheelchairs on trains

On mainline (intercity, suburban and cross-country) trains there’s space for your wheelchair. Put your chair in this space and use the brakes (or switch your wheelchair’s power off) when the train’s moving.

How to get help

All licensed train companies must be able to tell you:

  • what services and facilities are available
  • how to get assistance - including when there are disruptions

This is called an Accessible Travel Policy (ATP). You can get a copy of an ATP from the train company.

Disabled person’s railcard

If you’re eligible you can get up to a third off rail tickets by applying for a disabled person’s railcard. You must provide evidence of a relevant disability.

Report a problem

If you’re unhappy with the help you get, complain to the train company directly.

If you cannot resolve the complaint, you may be able to complain to the Rail Ombudsman. They can only consider complaints about companies that have joined the Rail Ombudsman scheme.

2. Planes

Tell your airline at least 48 hours before departure if you’ll need help.

Airlines and airports have different facilities for disabled people. Find out from your airport or airline if they have the facilities you need, for example a toilet with disabled access.

Help at the airport

If you have a sensory, physical or learning disability which affects your mobility when using transport, at airports in the UK and EU you have the right to:

  • help at specific arrival points, such as at terminal entrances, at transport interchanges and in car parks
  • help to reach check-in
  • help with registration at check-in
  • help with moving through the airport if you need it, including to toilets
  • help to board the plane

You’ll also have the right to help because of your age or a temporary illness or injury - for example if you’ve broken your leg and it’s in a cast.

You can travel with up to 2 items of mobility equipment free of charge if you’re disabled. This will not count as part of your baggage allowance.

Help on the plane

If you have a sensory, physical or learning disability which affects your mobility on a flight, in the UK and EU you have the right to:

  • get information about your flight in a way you understand it
  • help to find a seat that is suited to your needs
  • help to move around the plane, including to toilets

Taking your wheelchair on the plane

You cannot take your own wheelchair into the passenger cabin of a plane - it will be stored in the hold. Speak to your airline to find out what help they’ll provide when boarding.

Tell your airline, travel agent or tour operator as soon as possible if you’re taking on a battery-powered wheelchair or mobility aid.

Travelling with a companion

You must travel with a companion if you’re not self reliant, for example if you need help with feeding, breathing, using medication or using the toilet.

The airline you’re flying with will do their best to make sure you sit next to each other, so long as you tell them at least 48 hours before departure.

Travelling with an assistance dog

You have the right to travel with your assistance dog. You’ll need to follow the rules on pet travel.

Report a problem

If you’re unhappy with the help you get, complain to the airport or airline directly.

If you cannot resolve the problem with them, you can complain to either:

3. Cars, buses and coaches

Find out what you need to do if you’re driving and you have a medical condition or disability, for example learning to drive and getting insured.

You may be able to get a Blue Badge so you can park closer to where you want to go.

The Motability Scheme

The Motability Scheme can help you with leasing a car, powered wheelchair or scooter.

Buses and coaches

You can get a bus pass for free travel if you’re disabled. Passes from councils in England can be used anywhere in England:

  • at any time on a Saturday, Sunday or bank holiday
  • from 9:30am to 11pm on any other day

For travel outside of these times, contact the relevant council.

Help getting on and off

The law says bus and coach drivers must give reasonable assistance to disabled people, for example by helping them get on and off the bus or coach. This does not mean physically lifting passengers or heavy mobility equipment.

If you need help to get on and off a coach, you should ask for this when you book your ticket.

Report a problem

If you’re unhappy with the help you get, complain to the bus or coach service operator directly.

If you cannot resolve the problem with the operator, contact:

4. Taxis and minicabs

It’s against the law for drivers not to take you on a journey because of a disability or for bringing an assistance dog. It’s also against the law for taxi and minicab operators not to book a vehicle for you for those reasons.

If there are vehicles available and they refuse to take you because of your disability, the driver or operator could be fined up to £1,000 or lose their licence.

You can hail a taxi on the street, pick one up at a rank or pre-book one but you have to pre-book minicabs.

Help drivers and operators must give you

Drivers and operators have to give you help to use their service. This could include:

  • help getting in and out of the vehicle
  • help finding the vehicle
  • putting a mobility aid in the boot
  • reading out the total on the taximeter
  • explaining what route they’re taking

They cannot ask you to pay extra for this help.

Drivers who are exempt

Drivers can be exempt from giving physical help if they have a medical condition. For example, if they cannot lift your mobility aid into the boot or push a wheelchair up a ramp.

Wheelchair access

In some areas (mainly larger cities), licensed taxis have to be wheelchair accessible.

To find out if there are accessible vehicles near you, contact the taxi licensing office at your local council - they have to keep a list of wheelchair accessible vehicles in their area.

Find your local council.

Assistance dogs

Your assistance dog must be allowed to travel with you if you have:

  • an impairment affecting your mobility
  • an impairment affecting your dexterity
  • epilepsy

This does not apply if the driver has an exemption certificate. A driver with an exemption certificate will have a ‘notice of exemption’ on their vehicle windscreen.

The following types of dog can be taken with you:

  • guide dogs
  • hearing dogs
  • assistance dogs trained by Dogs for the Disabled, Support Dogs or Canine Partners

Travelling with your dog

Drivers are told how to identify assistance dogs. It can help them do this if:

  • your assistance dog wears its harness or identification jacket when you are travelling with it
  • you carry your dog’s identification card if you have one

Report a problem

Report any problems to the taxi licensing office at your local council.

Find your local council.

5. Ships

You can get help if you’re disabled and travelling on any of the following:

  • a cruise ship that’s leaving from a port within the UK
  • a ferry that’s leaving from or going to a port within the UK
  • a local ferry service, for example by river bus

If you need to make specific arrangements for your journey (for example if you have certain accommodation or seating requirements), you should tell the cruise line, ferry service, travel agent or tour operator at least 48 hours before departure.

Travelling with a carer

You should let the cruise line or ferry service know if you need to travel with a carer. On a ferry, your carer might be able to travel for free.

Help getting on and off

Tell the cruise line or ferry service at least 48 hours before departure if you need help getting on and off the ship.

Report a problem

If you’re unhappy with the help you get, complain to the cruise line or ferry service company directly.

If it cannot be resolved you can contact an independent organisation to look into your complaint.

In England or Wales, you can contact:

In Scotland, you can contact Transport Scotland.

In Northern Ireland, you can contact the Consumer Council of Northern Ireland.

6. Wheelchairs

Shopmobility lends wheelchairs and powered scooters to people who are disabled so they can shop or visit leisure facilities in a town, city or shopping centre.