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.
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.
You are responsible for your own luggage and possessions including buggies.
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.
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.
All bus drivers are trained to help customers who need extra assistance, including to:
Ask the bus driver if you need any further information or help.
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.
Alternatively you can download and print your own copies.