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Notes to Editors

* What is a Changing Places toilet facility? 

Standard accessible toilets do not meet the needs of all disabled people. 

A Changing Places toilet facility has: 

• a height-adjustable adult-sized changing bench 
• a ceiling mounted hoist 
• a centrally placed toilet with space either side 
• non-slip floor 
• a height-adjustable washbasin 
• an emergency alarm 

How to book Passenger Assist 

To book Passenger Assist for your next journey you can contact the train company you are starting your journey with, or check out the National Rail Enquiries assisted travel pages. 

The National Rail Enquiries website has information on how to book assistance in a variety of ways, including the Passenger Assistance Smartphone App. It also has detailed information on the accessibility of all stations.

You can also call or text National Rail Enquiries to arrange assistance 

• call 0800 0223720 
• text 60083 
• textphone or minicom users can dial 0845 60 50 600. 

Last minute requests (turn up and go) 

All rail companies want passengers to feel confident when travelling by train and understand the importance of supporting flexible travel plans. 

People needing additional help to board their train can ‘turn up and go’ without booking assistance in advance, but if they require assistance at short notice the advice is for them to please make themselves known to a member of staff or use a Help Point when they arrive at the station. 

Where a station is staffed, they will always help you if they can. However, people should be aware that, on occasion, it could take a little longer as staff may be assisting other customers, dispatching a train, or looking after safety on the platform. 

If staff are not able to help the person making the last minute request straight away, they will explain clearly why not and do their best to assist as soon as they can.