UK Trains - accessibility

Arriva operates the Arriva Trains Wales/Trenau Arriva Cymru and CrossCountry passenger rail franchises. Our aim is to take every opportunity to make our services and stations as accessible as possible to all people with disabilities.

We will continue to strive to put the needs of customers with disabilities at the forefront in the development and improvement of stations and trains.

Both Arriva Trains Wales/Trenau Arriva Cymru and CrossCountry have Disabled People's Protection Policies which outlines key commitments.

Copies of the policies can be obtained by contacting Arriva Trains Wales/Trenau Arriva Cymru or CrossCountry directly.

Our rail businesses develop and amend their policies as we seek to continuously improve the way services and facilities are delivered to people with a disability.

Arriva Trains Wales/Trenau Arriva Cymru has also produced a Guide for Customers with Disabilities travelling on its services. The guide - which provides advice on where to get help and assistance - can be obtained from Arriva Trains Wales/Trenau Arriva Cymru staffed train stations or via our customer helplines and website.

We know there is more that can be done, especially to transform stations designed and built many years ago.

We are committed to providing an excellent quality service to all our customers. We will act to reduce social exclusion through a positive policy of improved access to our services and work closely with our industry partners to achieve this.

How can I get information to help me plan my journey by phone?
By contacting us in advance of travel through our helplines, we can work to provide our customers with the support and advise they need to make their travel arrangements.

Arriva Trains Wales/Trenau Arriva Cymru
Journey care helpline 0845 300 3005
Journey care helpline textphone 08457 585 469

CrossCountry
Journey care helpline: 0844 811 0125 
Journey care helpline textphone: 0844 811 0126
Email: customer.relations@crosscountrytrains.co.uk

How can I get information by Internet?
Arriva Trains Wales/Trenau Arriva Cymru and CrossCountry provide through their websites information on services, timetables, ticketing and service changes, and details on how they can support customers with their travel arrangements. Their websites also allow people to make comments on Arriva Trains Wales and CrossCountry train services.

How can I get information in writing?
Arriva Trains Wales and CrossCountry ensures that printed timetables are published for all routes. Written information may also be available in leaflets giving information about local services and notices posted on trains and at train stations. Enlarged versions of Arriva publications can be provided on request. Enlarged versions of Arriva Trains Wales and CrossCountry publications can be provided on request.