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Assisted travel, luggage & bikes

Whatever your requirements when travelling with us, it’s our mission to meet them.

We’re constantly improving accessibility at stations as well as onboard our trains. For those passengers who need assistance, there’s JourneyCare. If you’re taking your bike on a trip, we’ll make sure you’re both in a happy place. And if you’re after a door-to-door luggage delivery service, there’s Bag Magic.

Booking ahead and JourneyCare

Assistance with baggage

We will do everything we can to help disabled passengers – whether you book in advance or not, but planning ahead can help us avoid any difficulties and make sure you have a hassle-free journey.

Space for wheelchairs on our trains is limited and our stations can be very busy. Reserving a place at least 24 hours before you travel gives you peace of mind and helps ensure that, if assistance is needed, a staff member is available to help. It also helps us plan better with other train operators and Network Rail to cater for the whole of your journey.

JourneyCare is our service for those with a mobility impairment or other disability.

Through JourneyCare, we can:

  • arrange assistance
  • provide help getting on and off trains
  • reserve seats and wheelchair spaces
  • provide rail information

Download our Disabled Persons Protection Policy

Download a free PDF reader.

To book assistance, call JourneyCare on 08457 443 366.*

For text phone users, please call 08457 443 367. Lines are open from 08:00 to 22:00 every day (except Christmas Day and Boxing Day).

* Calls cost 2ppm (day) and 0.5ppm (evening) from a BT landline. Other operators' charges may vary.

Accessible facilities

Accessible toilet

Our aim is for everybody to have easy access to the Virgin Trains experience. So, as we upgrade stations, we're creating more wheelchair-friendly toilets and making it easier to move around our ticket offices too.

We're also improving our public address systems plus the accessibility of waiting rooms and car parks. It's all about making things better for our customers. And onboard, we've ensured that all our new trains comply with the 1998 Rail Vehicle Accessibility Regulations, including:

  • accessible toilets with grab handles and alarms
  • wider doorways and highly visible exterior doors
  • wheelchair space in First Class and Standard Class - equipped with low-level table and emergency alarm (please remember to reserve these priority spaces 24 hours in advance)

Bike on-board storage

Bike wheel

Travelling with a bike? Well, our trains have racks for up to 4 bikes (1 tandem only on Pendolino trains). It's free but because space is at a premium, do remember to book a reservation for your bike in advance.

If you would like more information on taking your bike on board please
click here.

However, if it folds up, then it can travel for nothing without reservation (only applies to bikes, not contortionists).

For a smooth getaway, simply ask a member of our platform team for the location of the bike space onboard before you get on. And remember to pick up a bike tag from any Virgin Trains ticket office, so that our onboard team know just how far your bike is travelling with us.

You can make a bike reservation when you buy your ticket by calling 03445 56 56 50.*

Not looking to buy your ticket at the same time?

You can make you bike reservation at the station. If you're having any problems with this, then get in touch with our Customer Relations team on 08450 008 000* (01216 547 528 from a text phone). Bike racks are free but space is at a premium, so be sure to make your reservation in advance. We will need at least 24 hours notice to reserve a bike space for you.

* Calls cost 2ppm (day) and 0.5ppm (evening) from a BT landline. Other operators' charges may vary.

* Calls are charged at standard BT rates. Other operators may vary.

Luggage delivery service with Bag Magic

Too much luggage? Not enough hands?

Let us take your bags from door to door with our new luggage delivery service, Bag Magic.

We’ve teamed up with DHL to take the weight off your shoulders while you enjoy a hassle-free and hands-free journey.

All you need to do is choose your collection day - and we’ll collect your luggage from anywhere in the UK and then deliver to a UK address of your choice, the next day.

Just make sure you book the service at least 36 hours before your journey. Prices start from only £20.87.

To book a collection call 01902 425 917 option 4.*

Lines open 10am – 6pm, Monday – Friday.

Find out more about Bag Magic

*National rates apply.

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