As Seatfrog provides last-minute upgrades, we can't guarantee the availability of accessible areas in First Class coaches. Should you need to travel in an accessible area we recommend that you contact the train operator to first check availability before participating in a Seatfrog auction.
When you win an upgrade you would then need to contact the train operator to reserve an accessible space.
If You Win an Upgrade and Need Assistance
If you win an upgrade and need assistance, we recommend booking Passenger Assist in advance. Then when you travel, please talk to the GWR staff on the platform when you arrive at the station. Inform the team that you have a Seatfrog upgrade, and show them your original ticket as well as your 'upgrade' ticket on the Seatfrog app. They will direct you accordingly and offer assistance during your journey.
GWR - Making Your Journey Accessible with Passenger Assist
We understand the importance of providing a seamless travel experience for all passengers, including those with accessibility needs. That's why Passenger Assist is offered on GWR, a service designed to cater to your requirements and ensure a comfortable journey.
What is Passenger Assist?
Passenger Assist allows you to request assistance in advance, making it easier for you to travel with confidence. Whether you have a disability, require support boarding the train, need assistance with your luggage, or have any non-visible impairment, the Passenger Assist team are ready to help.
The Passenger Assist service includes:
- Offering guidance through the station
- Assisting you during boarding
- Providing help when disembarking or connecting to your next train or exit
- Arranging a ramp for smooth train access
- Accommodating your non-visible impairment needs
- Carrying up to 3 pieces of luggage as per National Rail Conditions of Travel
- Facilitating your Assistance Dog Under Seat card requirements
How to Use Passenger Assist with GWR
Booking your assistance is simple. You can request assistance directly through GWR online or by using the Passenger Assist app and website through Transreport. Once your request is confirmed, you'll receive a confirmation email, giving you peace of mind that your assistance is secured.
Alternatively, you can reach the Passenger Assistance team through the following contact details:
- Call: 08001 971 329
- Textphone: 18001 0800 197 1329
Let the team know the details of your journey, and they will make every effort to meet your needs throughout your travel with GWR.