Great Western Railway (First Greater Western Limited)
Great Western Railway's Passenger Assist service is available 24/7, including public holidays, to support disabled or mobility-impaired passengers. This service allows you to book assistance for boarding, alighting, and navigating stations. You can also obtain information about station accessibility and facilities. While same-day requests are accepted, providing at least two hours' notice is recommended for guaranteed assistance. Common reasons for calling include booking assistance and inquiring about station facilities. During peak travel periods, wait times may be longer, so calling during off-peak hours is advisable.
Updated 15 Dec 2025
Expected outcomes
- Book Passenger Assist service
- Inquire about station accessibility
- Request boarding assistance
- Get information on facilities
- Confirm assistance arrangements
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Travel details
- Assistance needs
- Contact information
- Journey date and time
- Departure and arrival stations
- Booking reference
Known issues
Some users experience long wait times when calling for Passenger Assist, particularly during peak travel periods. To avoid this, try calling during off-peak hours or use email for non-urgent requests. There are occasional reports of miscommunication regarding assistance details, leading to unavailability at stations. To prevent this, confirm your arrangements by phone and request written confirmation if possible. These steps can help ensure a smoother experience when using the Passenger Assist service.
