Staff assistance

We have staff at all Tube, TfL Rail and London Overground stations whenever services are running. Some piers, all boats, the Emirates Air Line and Victoria Coach Station are staffed too.

Trams and buses are staffed by the driver and the DLR has Passenger Service Agents on trains.

On most of our rail networks, piers and boats, staff can give advice, information and assistance. If you need help planning a route or buying a ticket, please ask.

Turn-up-and-go service

We operate a Turn-up-and-go service on the London Underground and London Overground.

 Most stations operated by TfL Rail offer Turn-up-and-go. To check if a TfL Rail station offers 'Turn-up-and-go' enter the station name and check the Accessibility & Mobility Access section.

Turn-up-and-go means you do not have to pre-book assistance to use this service at these stations. Everyone is welcome to use our Turn-up-and-go service - it is popular with customers with visual impairments and mobility impairments, and groups.

We will:

  • Help you to get from the station entrance to the platform at the start of your journey
  • Help you get on/off the train including deploying a ramp if required (where available)
  • Arrange for you to be helped off the train at any interchange stations, and to help you board your next train
  • Help you get off the train at your final destination, and back up to the station exit at the end of your journey and give you any onward travel advice
  • Let you know if there are unplanned disruptions on the network and suggest alternative step free access routes

You are responsible for your own luggage and possessions including buggies.

If you aren't sure whether you will need to use a boarding ramp at any point on your journey, use the Step-free Tube guide or look out for the messages in Journey Planner.

Booking assistance

You are welcome to book in advance on London Overground and TfL Rail as part of the national Passenger Assist service.

If you would like to pre-book assistance you should do so at least 24 hours in advance.

You can book:

If you need help accessing the DLR, contact our DLR Community Ambassadors for advice.

How to find staff

On the Tube, TfL Rail and London Overground, station staff are encouraged to offer help to anyone who looks as though they might need assistance. If you can't immediately see a staff member, they can usually be found in the ticket hall or gateline, or on platforms at busier times.

On the DLR and trams, most stops and stations are unstaffed, but you can find a staff member on the train. Staff are easy to find at the coach station, Emirates Air Line terminals and on piers and boats.

Help points can be found throughout our networks. You can use them to contact staff for information and assistance or in an emergency. Many have induction loops to work with hearing aids.

Staff help on buses

All bus drivers are trained to help customers who need extra assistance, including to:

  •  Pull in close to the kerb to reduce the gap
  •  Lower the bus to reduce the step up
  •  Deploy the wheelchair ramp if needed
  •  Require customers to make space for wheelchair users, unless it is unreasonable for them to do so
  •  Wait until you're seated or holding on before pulling away

Ask the bus driver if you need any further information or help.

Did you know?

If you have mobility impairments and have trouble using public transport, you may be able to get subsidised taxi and minicab travel in London. The two schemes are called Taxicard and Capital Call. Find out more

Travel support card

We produce a travel support card to help people communicate any assistance or information requirements they have with staff. You can use it on any of our services.

There is space on the card to write down what assistance or information you need.

Order your Travel Support card.

Alternatively you can download and print your own copies.