One woman who is walking and another who is steering her wheelchair travel down a tree-lined path side by side
A layered background image with a zoomed in section of the Passenger Assistance logo

What is Passenger Assistance?

We’ve created an app that takes the time and fuss out of requesting assistance when you want to travel.

In just a few clicks you can request to book assistance, so every rail journey you take is as stress-free as possible. Our trusted technology means you can let station staff know your exact accessibility needs. Independence and flexibility has never been easier.

How it works

1. Download the Passenger Assistance app

Simply download the app onto your smartphone to begin your fuss-free travel experience. Our app has been designed in consultation with those who have accessibility needs and is suitable for screen-readers. The app is available on iOS and android smartphones.

2. Setup your profile

Whether you’re a wheelchair user, have an assistance dog or live with a non-visible impairment, simply fill in your profile and provide as much information as you’d like - you are in control of your profile. Whatever your accessibility needs, there’s a space for it all to be listed here.

Watch video

3. Tell us about your journey

Let us know where you’ll be travelling to and from, on what day and at which time, so station staff have all the details they need to make your journey run smoothly

Watch video

4. Assistance sorted

Send your request to book assistance on the app and this will be sent directly to the train operator, who will arrange assistance for you. We will tell you when your booking is confirmed. Then, all you have to do is book your ticket and you’re on your way.

In collaboration with

A phone with an empty screen as an overlay for the screenshot image below Screenshot of the Passenger Assistance app showing the New Journey tab.
                 The welcome message at the top of the screen reads
                 ‘Hello Helen! Where would you like to go?' Below this are 
                 ‘from and ‘to' boxes filled in with London King's Cross and Nottingham.
                 One way has been selected and there are options to add number of passengers
                 and connection times as well as a 'Find Trains' button.
A phone with an empty screen as an overlay for the screenshot image below Screenshot of the Passenger Assistance app showing the
                 'choose outbound journey' tab.
                 There is a list of train times from London to Nottingham.

Latest news & blogs

Transreport founder Jay Shen at workshop standing in front of a screen

4 April 2021

The Passenger Assistance Story (so far)

Back in 2017, our founder Jay Shen had the idea to make transport a more equal place. He wanted to democratise it and ensure transport operators were more aligned to their passenger’s needs, so he created Transreport.

Read more
A woman in a wheelchair looks down at her phone and is smiling

10 May 2021


We want to make sure you get the best experience when you use the Passenger Assistance app, so we've put all the information you need all in one handy place. Here you'll find answers to the questions you may have, so you can feel confident when you want to travel.

Read more
A collage of 7 people of different genders and ethnicities who make up the panel

4 April 2021

Meet our Accessibility Panel

Our accessibility panel, which is made up of people with a diverse range of accessibility needs, have been instrumental in shaping the way the app works today. Find out more about these awesome people.

Read more
A layered background image with a zoomed in section of the Passenger Assistance logo
Image of Sarah Rennie, a white woman with short blonde hair sitting in her powerchair smiling towards the camera
Image of Shani Dhanda, a South Asian woman sitting on a sofa and smiling

What our customers say

“The Transreport team are genuinely passionate about using technology to give disabled transport users better experiences. Disabled passengers have been meaningfully involved at every stage of the app’s development. The team listen, ask insightful questions and use their expertise to give the transport sector the tools they need to deliver quality customer service to us.”

Sarah Rennie
Accessibility and Inclusion Specialist and Trainer

“Passenger Assistance is revolutionary in the way it has enabled disabled passengers to travel with more confidence, spontaneity and independence. This technology helps the transport sector to provide support tailored to disabled people’s individual needs, in a dignified and efficient way, meaning we can focus on enjoying our journey.”

Shani Dhanda
Disability Specialist, Speaker and Activist