Making rail accessible
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Making rail accessible
Introduction
Govia Thameslink Railway (GTR) is the parent company for the following train
companies. GTR runs the largest rail network in the country, operating services
across the south-east of England.
Southern
Extensive network from London to stations across Sussex and Surrey, the south
coast and suburban ‘metro’ services across south London and to Milton Keynes
via Watford Junction.
Gatwick Express
Direct services between London Victoria and Gatwick Airport (and some services
towards Brighton).
Thameslink
Network of services linking many stations north of London such as Bedford,
Cambridge, Peterborough, St Albans with destinations south of the River
Thames via St Pancras International such as London Bridge, East Croydon,
Sutton, Gatwick Airport, Brighton, Horsham and Rainham (Kent).
Great Northern
Services from London King’s Cross to Peterborough, King’s Lynn via Cambridge
and suburban services from Moorgate towards Hertford North, Welwyn Garden
City and Stevenage.
Detailed timetable information for all of our services is available from National
Rail Enquiries.
We want all our customers to use our network with complete condence and
know that help is available at all stages of their journey.
This leaet, ‘Making Rail Accessible’ provides you with a practical guide to
travelling on our services, explaining how we assist older and disabled customers
and the standards of service you can reasonably expect.
We will explain how you can nd details of the assistance available as well as
facilities and information available to help you to plan and enjoy your journey.
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Making rail accessible
Our commitment to helping our customers includes:
• Assistance at our stations and on our trains, or when making connections.
• Alternative accessible transport when our stations or trains are inaccessible.
• Clear, consistent and up-to-date customer information both ahead of, and
during your journey.
• A range of discounts to reduce the cost of travel for disabled people and a
companion.
• A range of support tools to help you to travel condently and comfortably
with us including our Travel Support Card - a free card designed to help
anyone who nds it difcult to ask for help when travelling - and our pictorial
Communication Guide designed for those with hearing impairments, limited
English or other challenges when communicating.
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Making rail accessible
Assistance: What is available and
how to get it
Before you travel
We will support you travelling from any of our GTR stations during the hours that
train services are timetabled. Staff are available at the majority of our stations
and on many of our trains. When travelling from unstaffed stations, staff based
at our control centre are also available and can be contacted via our network of
Help Points by using the emergency button. If you need assistance as a disabled
customer, please don’t hesitate to use the emergency button. Our staff at the
control centre is always happy to support you on your journey
Whilst some customers wish to make arrangements with us in advance, there is
no obligation to do so. Indeed, we estimate that 75% of our disabled passengers
travel without booking assistance and this is a trend we are proud of. As outlined
below, many of our stations and trains are staffed. If not, you can contact our
control centre via help point (located at all unstaffed stations). They will identify
a solution that enables you to reach your destination – this may, for example,
involve us sending staff from another local station to deploy a ramp, or we may
provide an accessible taxi. In any case, our staff will discuss your preferences and
needs with you.
If you book assistance, we participate in a national system called ‘Passenger
Assist’ that sends booking information to stations, so staff know you’re coming.
If your journey involves a change of train onto another operator’s service, our
Assisted Travel team can book assistance for the whole journey for you, as a
single point of contact.
Our Assisted Travel team is available up to 10:00 pm the day before travel so
that we can help you plan your journey and make our staff aware of any help
needed. Any bookings submitted overnight (after 10.00 pm) will be processed
after 07.00 am when Assisted Travel reopens.
When you book assistance, our Assisted Travel team will consider your individual
needs (based on what you tell us) to identify a suitable journey for you. They will
also consider the facilities available at the station (for example, if it has steps)
and whether staff are available where needed. For a booked journey, we will
make sure that the staff (whether station or on board) are aware of and available
to assist you in line with the booked arrangements.
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Making rail accessible
If the station you wish to travel from is inaccessible for any of these reasons and
any mobility aid you plan to use can be accommodated on our train service, we
will provide alternative transport at no additional cost to you beyond the rail
fare. Many rail replacement buses and coaches are unable to accept mobility
scooters (see Wheelchairs/Powerchairs & Mobility Scooters section below
for further details). It may be possible to store your mobility scooter at some
stations, for collection later. We strongly recommend that you check with our
Assisted Travel team whether this is possible at your planned departure station
before you travel.
If you wish to travel from an unstaffed station, for example, we will work with
you to nd the best option for your journey, considering factors such as the
availability of on-board staff, sending staff from other stations (including mobile
staff) or, if necessary, we will arrange alternative transport.
We commit to staff our Assisted Travel team in a way that most calls are
answered within 30 seconds. We aim to respond to online booking requests
within 6 hours.
When the booking has been made, we will send you a conrmation of the
journey details by email or post if requested. Where sent by email, there will be
a link to a short survey form to enable you to let us know how satised you were
with the booking and journey.
We are working with partners within the rail industry, such as other train
operators, to introduce innovative solutions that will enable us to reduce
the notice period for pre-booking assistance. GTR commit to reducing the
recommended booking period to six hours notice before travel by April 2021
and to two hours by April 2022.
Our Assisted Travel team can be contacted every day (except Christmas day)
from 07:00 am to 10:00 pm. Their contact details are available at the end of this
booklet.
Assistance and extra help are available at each stage of your journey if you
need it.
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Making rail accessible
We recognise the importance of easy to understand and accurate information
when planning your journey so that you can travel with condence. Our Assisted
Travel team can provide a wide range of information before you travel. They
include:
• Advice regarding how you can obtain support during your journey to suit
your needs, including information regarding Priority Seating, Baby on Board
badges, our Travel Support Card and Communication Guide.
• Help with planning your journey. Our Assisted Travel team can identify how
we can tailor support to your specic needs. For example, we can explain
how we provide boarding assistance using ramps for wheelchair users or how
we can assist blind and visually impaired customers. They can also discuss
options to support customers with non-visible impairments and what tools
we can offer e.g. for autistic people or people with dyslexia and cognitive
impairments. Further details regarding support tools like our pictorial
Communication Guides or Travel Support Cards are also available from our
station staff or within the Assisted Travel section on our websites.
• Explaining the accessibility of our network and the facilities available at the
station and on the train.
• Making seat reservations and booking dedicated spaces on services operated
by other train companies.
• Advice for wheelchair (including powerchairs) and mobility scooter users.
Our Assisted Travel team is not just available to book journey assistance. They
can also provide information before your journey, including:
• The accessibility features on our trains
• Station accessibility and stafng details
• Train times (including temporary timetables)
• How to purchase tickets (including discount information)
• How to obtain information and support during the journey
• How to raise a complaint or recognise great service from our teams
The team can provide information by post on request. They can also arrange for
information (including this leaet) to be provided in alternative formats such as
large print.
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Making rail accessible
Our website and apps also show timetable information including live train times,
and information regarding any current or future signicant changes to train
running information, such as short term disruption or planned improvement
works that may impact on our timetable.
Information regarding the accessibility features at each of the stations that our
trains stop at is available at both National Rail Enquiries and our websites.
www.southernrailway.com/stationaccessibility
www.thameslinkrailway.com/stationaccessibility
www.greatnorthernrail.com/stationaccessibility
www.gatwickexpress.com/stationaccessibility
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Making rail accessible
At the station
We operate 240 stations. These vary widely with regards to physical facilities
and stafng levels (ranging from unstaffed, staffed for part of the day, through
to staffed at all times). Network Rail and other train operators manage some
stations on our network where your train may call, and we work closely with them
to deliver the assistance and facilities you need for your journey with us.
At larger stations, dedicated information points are available with clear signage
to help you nd them on the concourse. These information points usually have
counters suitable for all users including wheelchair/powerchair and scooter users.
There are leaet racks and information screens, also accessible for all customers.
At a staffed station
If you have chosen to book assistance, a clearly marked Meeting Point is
provided to help you locate our staff. Our Assisted Travel team will advise you of
the location of the Meeting Point in the booking conrmation.
For unbooked assistance, please contact any member of staff. They will be able
to understand your requirements and will work with you to ensure that you can
reach your destination.
Whether you chose to pre-book your assistance or prefer more exibility, where
possible we recommend arriving 20 minutes before your train’s scheduled
departure time. By arriving 20 minutes before your train is scheduled to depart,
there will be enough time to assist you to the platform before your departure
time and ensure your assistance is not rushed. We will always discuss this with
you if you book your assistance in advance.
When our station staff provide you with boarding assistance, they will contact
colleagues at your destination (or interchange) station to make them aware of
any assistance you require on arrival there. They will also ensure that any on-
board staff are aware of your assistance needs, including during your journey.
When the train arrives at a GTR managed station, our staff will help you off
the train. We aim to ensure that assistance is provided within 5 minutes of the
train’s arrival at its nal destination, where reasonably practicable. We also work
with our industry partners who manage other stations where our train services
terminate to achieve the same.
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Making rail accessible
Our station staff are also able to provide a wide range of assistance and
information such as:
• Help and advice on tickets
• Assistance with getting on and off the train
• Assistance around the station and to the platform
• Help with luggage at staffed stations
• Help through the station and to your platform at staffed stations
• Boarding and alighting with wheelchairs/powerchairs, scooters and mobility aids
• Assistance to and from connecting train services and onward transport such as
bus, tram and taxi within the station area
At unstaffed stations
When travelling from an unstaffed station, you can speak directly to our off-site
support team at our control centre via a Help Point. They are available whenever
we are scheduled to run trains at that station. Please press the emergency button
of the help point in this case.
In addition to contacting off-site teams through a Help Point, at some of our
stations, you are also able to speak directly to our support team by calling a
freephone (or text) number. At those stations where this is available, there
are posters advertising the number. These will be at an accessible height for
wheelchair users.
Whether you chose to pre-book your assistance or prefer more exibility, where
possible we recommend arriving 20 minutes before your trains scheduled
departure time. If you are travelling from an unstaffed station and haven’t
booked assistance, please arrive at least 20 minutes before the train’s departure
time and contact a member of staff via a Help Point. This will ensure sufcient
time to arrange assistance.
Our off-site support team will ensure that you can reach your destination whether
by train or if necessary by providing alternative accessible transport.
Many of our Southern trains have either a Conductor or On-Board Supervisor
(OBS). They are trained to step onto the platform when the train arrives to
ensure that anyone on the platform who requires assistance is assisted. We
provide ramps at all accessible platforms and most of our trains.
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Making rail accessible
Mobile Support Team
At ten unstaffed/partially staffed Southern stations that are predominantly
served by Thameslink trains, we ask unbooked passengers who require boarding
assistance to contact our control centre 20 minutes before their train is due to
depart. You can contact the control team either via the Help Point (‘emergency
and assisted travel button’) or via a freephone number (0808 168 1238 or text
07970 511077).
Posters (supported by frequent audible messages) are provided at each of these
stations to raise awareness of these arrangements. The control team will then
arrange appropriate assistance (usually sending mobile staff who are based a
short distance from these stations). This arrangement is in place at the following
stations only:
• Dormans – Thameslink peak services only
• Earlswood
• Faygate
• Ield
• Lingeld- Thameslink peak services only
• Littlehaven
• Riddlesdown – Thameslink peak services only
• Salfords
• Upper Warlingham- Thameslink peak services only
• Woldingham – Thameslink peak services only
Inaccessible stations
If you wish to travel from a station that is inaccessible to you due to a
physical feature, (such as steps to platforms or the lift being out of service),
we will identify the most appropriate journey option based on your specic
circumstances. In this situation, we would provide a suitable taxi to take you free
of charge to the nearest accessible station. You can nd information on the level
of step-free access at stations on our websites or from National Rail Enquiries
(Station & Train info pages)
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Making rail accessible
Tickets
We offer a range of options for purchasing tickets to suit all customer needs and
preferences. You can buy tickets online, at ticket ofces, from Ticket Vending
Machines (TVMs) or from on-board staff (where available).
If you are unable to purchase a ticket at a station before you travel due to
our facilities being unavailable, you can buy a ticket without penalty at your
destination or from on-board staff (where available). We will also ensure that any
reduction you are entitled to is applied, such as the Disabled Persons Railcard
discount.
For further information or help on purchasing tickets, please visit our websites or
speak to a member of staff.
We offer a range of railcard discount schemes for our disabled customers:
Blind or visually impaired customers travelling with a companion
If you are blind or visually impaired and travelling with a companion, both you
and your companion are entitled to the following discount on an adult fare:
Ticket Type Discount on adult fare
First Class/Standard Anytime Single or Return 34%
First Class/Standard Anytime Day Single 34%
First Class/Standard Anytime Day Return 50%
To qualify for this discount scheme, you must provide a document conrming
your disability from a recognised institution (for example your Local Authority,
Blind Veterans UK or RNIB) when you buy your ticket and when travelling.
A discount is also available on season tickets for blind or visually impaired
customers. You can buy one adult Season ticket that enables a companion to
travel with you at no extra cost. You do not have to have the same companion
travelling with you on every journey.
These discounted tickets are only available at our ticket ofces.
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Making rail accessible
Disabled Persons Railcard
Customers who have a Disabled Persons Railcard are entitled to save up to 1/3
off rail travel for them and a companion whenever you travel.
Further details on the Disabled Persons Railcard, including eligibility criteria and
how to apply, can be found at:
Website: disabledpersons-railcard.co.uk
Email: disability@raildeliverygroup.com
Tel: 0345 605 0525
Textphone: 0345 601 0132
If you remain in your wheelchair for a rail journey
Customers who stay in their own wheelchair during the journey and do not have
a Disabled Persons Railcard are entitled to the discounts below.
Ticket Type Discount on adult fare
First Class/Standard Anytime Single or Return 34%
First Class/Standard Anytime Day Single 34%
First Class/Standard Anytime Day Return 50%
This concession applies to adult and child fares and is also available to one adult
travelling with you. This discount is available at Ticket Ofces at staffed stations.
Senior Railcard
If you are 60 or over, you can buy a Senior Railcard. This card gives you up to
1/3 off most rail fares in the UK. Some restrictions apply in Southern England
in the morning peak period, including on our services so please check before
travelling.
Further details on this concessionary scheme can be found at:
Website: senior-railcard.co.uk
Email: railcar[email protected]
Tel: 0345 300 0250
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Making rail accessible
Ticket Vending Machines
Ticket vending machines are available at all our stations. They are enabled to
issue tickets at the reduced rate for holders of a Disabled Persons Railcard and
the holder’s companion.
Ticket Gates
Many of our stations have automatic ticket gates and, where these are in place,
there will always be at least one wide gate. When a station with automatic gates
is unstaffed, or staff are not in attendance at the gate line, we will leave these
gates locked open.
Purchase of advance tickets
We will provide information to advise you of any restrictions on our services
that may mean you cannot make use of any tickets purchased in advance. For
example, none of our trains have wheelchair spaces in rst class.
Our staff are briefed to make sure you are not offered a ticket you cannot
make use of. Where advance tickets are available for purchase, we will advise
you that all wheelchair spaces on our trains are only within standard class
accommodation. If the journey involves another train operator, they will also
check if that operator provides wheelchair spaces within rst-class and advise
you accordingly.
Wheelchairs/Powerchairs & Mobility Scooters
We recognise the importance of accessible travel for wheelchair, powerchair and
scooter users. Mindful that our station facilities vary widely, with the majority
having a gap between the platform and train, our policy is designed to ensure
wheelchair, powerchair and scooter users can travel safely. Further guidance
regarding our policy is available from our Assisted Travel team or on our
websites.
All our trains and boarding ramps are designed to accommodate wheelchairs,
powerchairs and scooters safely within the designated spaces on-board provided
they are no greater than the following requirements:
Width: 700mm
Length: 1200mm
Weight: 300kg (including the user).
Scooters must also have a turning radius of no more than 1500mm.
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Making rail accessible
If your mobility aid is not compliant with industry-wide standards of size and
weight, we will not be able to supply alternative transport.
Many rail replacement buses and coaches are unable to accept mobility scooters.
It may be possible to store your mobility scooter at some stations for collection
later. We strongly recommend that you check with our Assisted Travel team
whether this is possible at your planned departure station before you travel.
Scooter policies do vary between train operators. Some may not allow you to
take your scooter on board. If travelling with another operator, please ask our
Assisted travel team or check their scooter policy at nationalrail.co.uk or by
calling 08457 484950.
For further guidance on travelling with a scooter, please see our Scooter and
Wheelchair guide available on our website or contact Assisted Travel.
We are always happy to assist you to board and alight from our trains using
manual boarding ramps.
On our Thameslink route, level boarding areas are available at London St
Pancras, Farringdon, City Thameslink, Blackfriars and London Bridge. These
enable wheelchair and powerchair users to easily use our trains without staff
needing to provide a manual boarding ramp. Staff are always available at the
level boarding areas. Please speak to our staff at the level boarding areas before
boarding, so they can make arrangements for you to be assisted off the train at
the destination (or interchange) station
Assistance with luggage
We will provide assistance with luggage for disabled and older customers
within our stations and when boarding and alighting trains where reasonably
practicable. This service is free of charge.
As a guide for your own safety and that of our staff, you may take up to two
items of luggage which should not exceed 30 x 70 x 90cm in size and a single
item of hand luggage. It is recommended to have pull-along cases and follow
airline recommendations of not exceeding 23kg per bag.
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Making rail accessible
Step-Free Stations Map
To help you to plan your journey, we have produced a map showing all the
stations served by our trains, which shows the level of step-free access available
at each station. You nd the map at the end of this leaet.
Station accessibility information
Information regarding the accessible features at all stations that we operate is
available via our websites and on National Rail Enquiries.
On our trains
It is important for us that you feel comfortable when travelling on our trains.
So, we know how essential our accessibility features on our trains are. Features
available to you include:
• Priority seating on all trains.
• Accessible spaces with ‘call for aid’ alarms.
• Audible and visual information systems.
• On-board boarding ramps (on most of our trains).
• Accessible toilets (on most of our trains).
A summary of the accessibility features of each type of train used on our services
is available on our website.
Seats and accessible areas on our trains
All of our trains have accessible areas featuring, for example, wheelchair space,
luggage racks, Priority Seating and easy to reach passenger alarms. Most of our
trains have accessible toilets.
We also provide Priority Seating areas on all of our trains for disabled
passengers, expectant mothers, older passengers and those carrying infants.
We also acknowledge that passengers may have a temporary need for a Priority
Seat, for example, during medical treatment. Priority seats are clearly labelled
on our trains and in many cases are designated with contrasting seat fabric. They
are normally located close to doors, so they are more accessible to passengers
who need them.
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To make it easier for passengers who may need a Priority Seat, we have a Priority
Seat card scheme to support requesting a Priority Seat from other passengers.
Our staff will assist you to a seat on the train if required and take all reasonable
steps to ensure these areas are available to passengers who need them.
Further details on obtaining Priority Seat cards are available from our websites or
Assisted Travel team.
Wheelchair spaces are available on all of our trains. Like all other seats on our
trains, they are not reservable, but our staff will assist you and make every effort to
keep these dedicated spaces clear and available for wheelchair/powerchair users.
We understand travelling by train when pregnant can be tiring and
uncomfortable. Our Baby on Board badges make it easier letting other
passengers know that you need a seat. The badges are freely available from our
Assisted Travel team, at larger stations and through our website.
We know that having access to an on-board toilet is vital to customers and
accessible toilets are available on most of our trains. When assisting you at
stations and on board, staff will always check that the accessible toilet is working
at the time of boarding. If it is not, they will work with you to nd an alternative
solution such as assisting you to an alternative part of the train or an alternative
service.
Assistance dogs
Assistance dogs are welcome on all of our trains free of charge. We can also
provide drinking water for assistance dogs at staffed stations
Ramps
Portable ramps are available at our stations and on board our trains. The ramps
are specically designed for use on our trains so that anyone with reduced
mobility can safely be assisted on and off our trains.
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If things don’t go as planned
We understand the impact that disruption to our services can have on all
customers. Our staff will always work with you to ensure your individual needs
are met and you can complete your journey - whether on an alternative train or
via suitable (and accessible if required) replacement transport.
We will ensure that information is provided and available to you, including
through:
• Announcements at our stations and on our trains.
• Information screens at our stations and on our trains.
• Our staff at our stations, on our trains and off-site.
• Up to date information regarding live timetable information and advice via
our websites and apps, as well as National Rail Enquiries.
During periods of signicant disruption, our control team will, if necessary,
deploy additional staff from head ofce roles to support our rostered station
teams.
If you have booked assistance through Passenger Assist, during disruption, we
will make all reasonable efforts to contact you, using the contact details provided
when the booking was made, to offer journey support.
We also understand the importance of providing reliable facilities at stations for
disabled customers, including lifts, information screens and toilets. Where such
facilities are not available (e.g. during refurbishment works), we will make all
reasonable efforts to provide alternative facilities or travel arrangements for you.
Details regarding these changes are available from Assisted Travel, National Rail
Enquiries (Station Information) and at our stations.
Alternative transport
Our assisted travel team will always consider the provision of rail replacement
transport during planned engineering works when advising you or booking your
assistance. They will also proactively contact you if after making the booking they
become aware of planned engineering work. When doing so, they will discuss
the best journey plan if the booking you have made needs to be re-planned.
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Whether the reason for providing rail replacement transport is due to planned
engineering works or an unplanned incident, we will always do everything we
can to provide accessible rail replacement buses, and in the majority of cases,
accessible vehicles are provided. In circumstances where we are unable to do
so, e.g. due to lack of availability of accessible coaches or the use of a minibus,
we may as a last resort provide a suitable taxi to enable you to complete your
journey. Both our assisted travel and front line teams will always identify an
alternative journey plan to enable you to reach your destination.
Whether you have booked or not, our staff are always briefed to enable you to
make your journey when rail replacement transport is provided. If they are aware
of any delay in providing this transport within 30 minutes, they will keep you
informed and maintain regular contact with you as required.
Feedback – including if things go wrong
Ensuring that your journey is comfortable and enjoyable is of critical importance to
us. If for any reason you have not received the level of assistance you expect when
travelling on a GTR service, please let us know via our Customer Relations team.
We commit to investigating any complaints, take appropriate action and provide
you with appropriate redress.
If your journey involves multiple train or station operators, we will throughout our
investigation liaise with them to provide you with a clear response.
Our complaint handling procedure sets out further details around what you can
expect from us in the event of things going wrong.
Our fully trained staff work hard to assist all of our customers. We are also always
pleased to hear of occasions when they have provided excellent service.
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Where to get more information
and how to get it in touch
Our Accessible Travel Policy complements this booklet (Making Rail Accessible).
It sets out in detail our policies and approach when providing assistance for
older and disabled customers and how we meet our regulatory obligations. The
policy document is available on our website alongside information about the
accessibility features of our stations and our trains.
Making Rail Accessible booklets are also available at all staffed stations that our
trains call at as well as on our websites.
Alternative formats such as audio and large print versions of both this leaet and
our Accessible Travel Policy are available on request by contacting our Assisted
Travel team. We aim to provide this to you within seven working days. If this is
not possible, we will advise you within seven days of the delivery timescale for
providing the information in the appropriate format.
We will ensure that accessibility information relating to our stations and trains
is readily available to you and kept up to date. This is available on our websites
in PDF format which is accessible using screen readers or other software with
accessibility features (for example, Adobe Reader). We can also provide train and
station information by post on request, including in alternative formats such as
large print.
Access Advisory Panel
The Access Advisory Panel comprises a voluntary group of disabled passengers
with a wide spectrum of impairments to support and challenge us in delivering
accessible services. The AAP are our critical source of insight in many respects.
We meet with our AAP bi-monthly, with frequent interaction and discussion
between meetings. They have direct input into our project planning processes,
offer best practice and are consulted on all aspects of delivering accessible
services to shape the delivery of those services. As regular passengers on our
network, they also provide ongoing journey reports to assist with improvement
work. Our AAP also engage with our staff to encourage excellent performance
both during their journeys, at panel meetings and station visits.
Further details regarding the panel are available on our websites. More
information regarding the panel and the work we do with disabled people to
improve accessibility can also be provided via Assisted Travel.
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Contact Details
Customer Relations
Our frontline staff will do everything they can to resolve any concerns, so please
ask them for help in the rst instance. If for any reason you do wish to make
a complaint about your experience with us, you can contact our Customer
Relations team. We will always try to resolve your complaint to your reasonable
satisfaction. However, if you are unhappy with our response, you have the right
to appeal to the Rail Ombudsman (contact details below).
Available 07:00am – 10:00pm every day expect Christmas day
Southern/Gatwick Express
Phone: 03451 272920
NGT Text : 0800 138 1018
Email: comments@southernrailway.com
Thameslink/Great Northern
Phone: 0345 026 4700
NGT Text: 0800 138 1018
Email: customerservices@thameslinkrailway.com
customerservices@greatnorthernrail.com
Assisted Travel
Our assisted travel team are available for booking assistance and
providing journey information for disabled passengers.
Available 07.00 am – 10.00 pm every day except Christmas day
Southern/Gatwick Express
Phone: 0800 138 1016
NGT Text 0800 138 1018
Email: myjourney@southernrailway.com
Thameslink/Great Northern
Phone: 0800 058 2844
NGT Text: 0800 138 1018
Email: assistedtravel@thameslinkrailway.com
assistedtravel@greatnorthernrail.com
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Twitter
@SouthernRailUK
@GatwickExpress
@TLRailUK
@GNRailUK
Post
Govia Thameslink Railway
PO Box 10240
Ashby-De-La-Zouch
LE65 9EB
Rail Ombudsman
Website: railombudsman.org
Phone: 0330 094 0362
Textphone: 0330 094 0363
Email: [email protected]g
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Making rail accessible
Pay as you go with contactless
(card or device)
in the grey shaded area
to
London
to Kent
Coast
to London
to London
to Bournemouth
to London
to
Dover
and
Europe
to Guildford
to Canterbury
and Ramsgate
to North Kent
to Sevenoaks
to Guildford
to London
Waterloo
to Margate
and Ramsgate
to Ebbsfleet
International
and London
to Clapham Junction
to London
to Portsmouth
to Reading
to Dorking
to Paddington
Aldrington
Portslade
Fishersgate
Southwick
Shoreham-by-Sea
Lancing
East Worthing
Durrington-on-Sea
West Worthing
Goring-by-Sea
Angmering
Arundel
Ford
Barnham
Fishbourne
Bosham
Nutbourne
Southbourne
Emsworth
Warblington
Bedhampton
Hilsea
Amberley
Pulborough
Billingshurst
Christ’s Hospital
Warnham
Littlehaven
Crawley
Cosham
Portchester
Swanwick
*Bursledon
*Hamble
*Netley
*Sholing
*Woolston
*Bitterne
St. Denys*
Southampton Airport Parkway
Eastleigh
London
Road
(Brighton)
Moulsecoomb
Falmer
Horley
Balcombe
Wivelsfield
Burgess Hill
Hassocks
Preston Park
Plumpton
Cooksbridge
Southease
Glynde
Newhaven Town
Newhaven Harbour
Bishopstone
Berwick
Polegate
Hampden Park
Pevensey & Westham
Pevensey Bay*
Cooden Beach
Collington
Ore
Three Oaks
Doleham*
Winchelsea
Rye
Appledore
Ham Street
Normans Bay
Salfords
Belmont
Nutfield
Godstone
Merstham
Coulsdon South
Reedham
Coulsdon
Town
Woodmansterne
Chipstead
Kingswood
Tadworth
Ockley
Holmwood
Box Hill & Westhumble
Kenley
Whyteleafe
Whyteleafe
South
Purley Oaks
Sanderstead
Riddlesdown
Upper Warlingham
Edenbridge
Hurst Green
Edenbridge
Town
Hever
Cowden
Ashurst
Eridge
Crowborough
Buxted
Dormans
Lingfield
Penshurst
Leigh
South Croydon
Crystal
Palace
Selhurst
Birkbeck
Thornton Heath
Norbury
Streatham Common
Woldingham
Anerley
Penge West
Sydenham
Forest Hill
Honor Oak Park
Brockley
Gipsy Hill
West
Norwood
Dorking
Deepdene
Leatherhead
Ashtead
Epsom
Ewell East
Cheam
Banstead
Carshalton Beeches
Waddon
Wallington
Streatham
Streatham
Hill
Mitcham Eastfields
Hackbridge
Carshalton
Tooting
Haydons Road
Wimbledon Chase
South Merton
Morden South
St. Helier
Sutton Common
West
Sutton
Earlswood
Battersea Park
Loughborough Junction
North Dulwich
East Dulwich
South
Bermondsey
London Bridge
Balham
Wandsworth
Common
London Blackfriars
Denmark Hill
Nunhead
Crofton Park
City Thameslink
to London
to Gosport and
Isle of Wight
Southwater
Ashington
Washington
to France
to Channel Islands,
France and Spain
Imperial Wharf
Cricklewood
Hendon
Mill Hill Broadway
Elstree & Borehamwood
Radlett
Harpenden
Luton
Airport
Dunstable
Leagrave
Harlington
Flitwick
Drayton Park
Essex Road
Harringay
Hornsey
Alexandra Palace
New Southgate
Oakleigh Park
New Barnet
Hadley Wood
Potters Bar
Brookmans Park
Welham Green
Hatfield
Welwyn North
Bowes Park
Palmers Green
Knebworth
Bayford
Cuffley
Crews Hill
Gordon Hill
Enfield Chase
Grange Park
Winchmore Hill
Watton-at-Stone
Letchworth Garden City
Baldock
Ashwell & Morden
Meldreth
Shepreth
Foxton
Arlesey
Biggleswade
Sandy
St. Neots
Huntingdon
Waterbeach
Ely
Littleport
Downham Market
Watlington
West Brompton
Kensington (Olympia)
Shepherd’s Bush
Wembley Central
Harrow & Wealdstone
to the West Midlands,
North West and Scotland
Leighton Buzzard
Hemel Hempstead
Berkhamsted
Tring
St. Ives
Wisbech
Fakenham
Sandringham
Dersingham
Hunstanton
Burnham Market
Wells-next-the-Sea
to the East Midlands
and South Yorkshire
to Yorkshire, the North East and Scotland
to Stansted Airport
and London
to Newmarket
and Ipswich
to Norwich
and Ipswich
Catford
Bellingham
Beckenham Hill
Ravensbourne
Shortlands
Bickley
St. Mary Cray
Eynsford
Shoreham
Bat & Ball
to Highbury
& Islington
Petts Wood
RIVER THAMES
RIVER THAMES
Fratton
Bexhill
Cambridge North
Borough Green
West Malling
Bearsted
Deptford
Greenwich
Maze Hill
Westcombe Park
Charlton
Woolwich Arsenal
Plumstead
Abbey Wood
Slade Green
Swanscombe
Greenhithe for Bluewater
Stone Crossing
Northfleet
Higham
West Dulwich
Sydenham
Hill
Penge East
Kent House
Bookham
Horsley
Clandon
London Road
(Guildford)
Effingham
Junction
to Isle of Wight
Faygate*
Ifield
Brighton
Worthing
Littlehampton
Bognor Regis
Portsmouth & Southsea
Portsmouth
Harbour
Horsham
Southampton Central
Gatwick Airport
Eastbourne
Hastings
Reigate
Redhill
Dorking
East
Croydon
Tonbridge
West
Croydon
London Victoria
Clapham
Junction
Sevenoaks
Ashford
International
Mitcham Junction
St. Leonards Warrior Square
Haywards Heath
East Grinstead
Three
Bridges
Tattenham
Corner
Tulse Hill
Herne Hill
New Cross Gate
Farringdon
Highbury & Islington
Royston
Bletchley
Norwood Junction
Oxted
Caterham
Old Street
Kentish Town
West Hampstead
Thameslink
Havant
Seaford
Lewes
Uckfield
Beckenham
Junction
Epsom Downs
Purley
Peckham
Rye
Queens Road
Peckham
Fareham
Bromley South
Orpington
Swanley
Otford
Maidstone East
Dartford
Elephant & Castle
St. Albans City
Luton Airport Parkway
Luton
Bedford
Welwyn Garden City
Hertford North
Peterborough
Stevenage
Hitchin
Cambridge
King’s Lynn
Watford Junction
Milton Keynes Central
London
St. Pancras International
London
King’s Cross
Moorgate
Finsbury Park
Gravesend
Rochester
Chatham
Gillingham
Str
ood
Rainham
Hove
Chichester
Guildford
Wimbledon
Sutton
ACCESSIBILITY
Step-Free access between the street and all platforms
Some step-free access between the street and platforms
Step-free access is available in the direction of the arrow
No step-free access between the street and platforms
Notes:
Platform access points may vary and there may not be be
step-free access to or between all station areas or facilities.
Access routes may be unsuitable for unassisted wheelchair
users owing to the gradient of ramps or other reasons.
We want to be able to offer you the best possible assistance,
so we ask you to contact us in advance of your journey if
possible. We will always try to offer the best possible service.
However, the shorter notice we receive, the less time we have
to make arrangements and there may be a delay in you
receiving assistance.
Gatwick Express and Southern Assisted Travel: 0800 138 1016
Thameslink and Great Northern Assisted Travel: 0800 058 2844
For most up-to-date station facilities see www.nationarail.co.uk
STAFF AVAILABILITY
On-train or station staff available at all times
On-train or station staff available at certain times only
No on-train or station staff available
Although this station isn’t always staffed, our Assisted Travel
Support team is there to help you to complete your journey. If you
have not booked assistance and require it boarding the train at
this station, then on arrival please contact this team by either:
• pressing the ‘emergency assisted travel’ Help Point button or;
• calling us on the Freephone number 0808 168 1238 or
text to 07970 511077,
Whether you pre-book your assistance or prefer more flexibility,
we recommend arriving 20 minutes before your train is
scheduled to depart.
Assisted Travel Support – Trial Station
Services for this route are being planned
Elizabeth Line coming soon
Services for this route are being planned
Faygate*
This is a general guide to the basic daily services.
Not all trains stop at all stations on each coloured line, so please check the timetable.
REGULAR
SERVICE
Other train operators’ routes
Bus links
Limited service stations on our network
Interchange stations
Interchange with London Underground
Interchange with London Overground
Interchange with London Tramlink
Interchange with Eurostar
Interchange with other operators’ train services
Interchange with Airports
Ferry service routes
Hovercraft service routes
Gatwick Express
Great Northern
Southern
Thameslink
Other train operators may provide additional services along some of our routes.
LIMITED
SERVICE
Produced by 24.1.2020 (GTR All Brands Diagram) www.fwt-london.co.uk
SERVICES AND FACILITIES
Pay as you go with contactless
(card or device) in the grey shaded area
Oyster and
Contactless area
Contactless only
area
Pay as you go with contactless card or device
(not Oyster) in the pink shaded area
