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, and if you need assistance, our JourneyCare service is there for you.
And if you're taking your bike on a trip, we'll make sure you're both in a happy place.
Booking ahead and JourneyCare
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 08000 158 123.*
For text phone users, please call 08000 158 124. 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.
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)
Onboard bike storage
Travelling with a bike? Well, our trains have racks for up to 4 bikes (2 tandems 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.
You’ll need to board your bike at least 10 minutes prior to departure, allowing enough time for you to walk to Coach A to load your bike in the dedicated space. Simply ask a member of our platform team for help with finding this area before you jump onboard.
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. Once your bike is loaded, inform the Train Manager too and they’ll be able to assist you with unloading it at your destination.
If your bike folds up then it can travel for nothing without a reservation.
To make a bike reservation when buying your ticket, call 03445 56 56 50.*
We'll need at least 24 hours notice (bike space is very limited so be sure to make your reservation in advance).
If you've already booked your ticket, you can also make your bike reservation at the station. If you have any questions, get in touch with our Customer Relations team on 03331 031 031 (01216 547 528 from a text phone).
* Calls are charged at standard BT rates. Other operators may vary.
Onboard luggage allowance
We're ever so nice with our luggage allowance, so if you're travelling light or making a hefty family trip, there should be enough room for all.
You can bring:
- 1 item of hand luggage that can fit on your lap (no head balancing please).
- 2 items of luggage, each not exceeding 30 x 70 x 90 cm in size.
Please note that luggage is carried subject to the space available onboard. We have three spaces for you to store your luggage; above your seat in the small overhead luggage racks, beneath and behind your seat, and the dedicated area by the doorways. Sorry, but luggage can't be placed on seats intended for your fellow passengers (unless the bag has paid for its own seat).
Although there's no weight restriction, you need to be able to manage your luggage without additional help. Any extra items, or larger items, may be carried but we may need to charge you extra for it.
If you have a disability or reduced mobility then our JourneyCare service can help you and your luggage get to and from the train. Just drop them a line before you travel.
Tired of lugging your luggage about? Check out our Bag Magic delivery service.
Luggage delivery service with Bag Magic
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.
*National rates apply.