Assisted travel & bikes
Whatever your requirements when travelling with us, it's our mission to meet them. For example, for those passengers who need assistance, there's JourneyCare. What's more, we're constantly improving accessibility at stations as well as onboard our trains. And if you're taking your bike on a trip, we'll make sure you're both in a happy place. We want everyone to enjoy the Virgin Trains experience.
JourneyCare
We like all our customers to enjoy their journey with us. That's what inspired JourneyCare, our service for those with a mobility impairment or other disability.
So, to help us help you, please let us know of anything you need, at least 24 hours before you intend to travel. That way, we can make sure you're happy.
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
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
Travelling with a bike? Well, our trains have racks for up to 4 bikes or 2 tandems (but not penny farthings). It's free but because space is at a premium, do remember to book a reservation for your bike in advance.
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 08719 774 222.*
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 cost 10ppm from a BT landline. Other operators' charges may vary.
