London North Eastern Railway (LNER)
London North Eastern Railway (LNER) provides 24/7 support for accessible travel through their dedicated phone line. This service assists disabled passengers with mobility services and general inquiries, including booking Passenger Assist and arranging help at stations. Common reasons for calling include setting up travel assistance, confirming bookings, and requesting information on accessibility options. While the service is available around the clock, callers may experience longer wait times during peak travel periods and service disruptions. For quicker service, try calling during off-peak hours or use the Text Relay service for hearing-impaired customers.
Updated 15 Dec 2025
Expected outcomes
- Book Passenger Assist
- Arrange station assistance
- Confirm travel details
- Request mobility aid support
- Inquire about accessibility options
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Travel date
- Travel time
- Route details
- Assistance needs
- Contact information
- Reference number
Known issues
Callers sometimes experience long wait times, especially during peak travel periods and service disruptions. To mitigate this, try calling during off-peak hours or use the Text Relay service for non-urgent matters. Miscommunication of assistance needs is another reported issue. To avoid this, ensure you confirm all details during the call and request written confirmation via email or text relay. Having all necessary travel and contact information ready before calling can also help streamline the process and reduce potential misunderstandings.
