Rail replacement services

If you need help and assistance when using rail replacement, we will offer you a range of transport options that are best suited to you. These include taxi, minibus, bus, coach, or a diverted journey.

If you are planning your journey in advance, contact our Passenger Assist Team online, by phone, using the Transreport App or via WhatsApp. 

Wheelchairs

Most coaches and buses that we use on rail replacement should be wheelchair accessible. There are some differences on how wheelchairs board on coaches and buses.

• Coaches have a lift which is deployed to enable wheelchair users to access the vehicle.
• Buses have low-floor ramp access to enable wheelchair users to access the vehicle.

Due to the design of buses and coaches, wheelchairs should be no more than 600mm wide and 1000mm long.

The combined weight of the wheelchair and customer must not exceed the safe working load of the ramp or lift used to board the vehicle, which is normally 300kg.

If your wheelchair exceeds any of these dimensions, please contact our Passenger Assist Team, who will arrange an accessible taxi.

Both buses and coaches will have designated spaces for wheelchairs. Please let station staff or the driver know if you have had any problems with the designated spaces in the past, which may affect your journey.

Mobility scooters

Customers who hold a valid Scooter card can travel on rail replacement buses and coaches as long as the scooter is no more than 600mm wide and 1000mm long, with a turning circle of no more than 1200mm. 

The combined weight of the scooter and the rider must not exceed the safe working load of the ramp used to board the vehicle, which is 300kg.

Please be advised that drivers will only permit scooters to travel if they feel that they do not pose a danger to other passengers. This means that your scooter must be maintained in good working order; that it has not been customised in such a way that it becomes an obstruction; and that it isn’t overloaded with shopping or other luggage, making it unstable.

Traveling safely on-board

• Once on board, you will need to put your wheelchair or scooter in the designated wheelchair space, reversing up to the backrest.

• For scooters, the motor must be turned off and the scooter parked in gear to avoid any movement.

• If travelling on a scooter, please remain on the scooter throughout the journey.

• If the wheelchair space is already occupied by a wheelchair, we will arrange an alternative vehicle for you to travel on.


If you are unable able to board or travel on a coach or bus, we can arrange an accessible taxi for you. Please contact our Passenger Assist Team or speak to a member of staff at the station.

While we do everything we can to support customers who are travelling, we are unable to carry the following on our rail replacement services:

• Prams and pushchairs
• Large luggage
• Animals (except for assistance dogs)
• Bicycles
• Alcohol

Rail replacement vehicles will have toilet facilities onboard, where possible, dependent on the size of vehicle and providing that journey time between stations is greater than 30 minutes.