Help from staff

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

Trams and buses are staffed by the driver and the DLR has a Passenger Service Agent on every train.

How to find staff

On the Tube, TfL Rail and 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.

What to expect from staff

On buses, the driver can kneel the bus if you need it lowered, put out the wheelchair ramp and encourage passengers to clear the wheelchair space if you need it. Drivers should also make sure passengers have time to hold on or sit down before moving away. Please ask them if you need any information or help.

On 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.

If you need assistance or to use taxi features such as the intermediate step or swivel seat, just ask the driver.

Assistance to and from trains

On the Tube, TfL Rail and Overground, station staff will also accompany you to the train and help you on board and, if needed, can arrange for you to be met at your destination. Anyone can use this service, but it is particularly used by blind and visually impaired passengers and people using boarding ramps onto trains.

If you would like to use this service, ask a member of staff when you arrive at the station.

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 do not have to pre-book assistance to use our services, as we operate a turn-up-and-go service.

However, you are welcome to book in advance on the Overground 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 by calling 0343 222 1234 (TfL call charges). This helpline is open between 08:00-20:00 daily (excluding Bank Holidays). You can also book online on the Passenger Assist website.

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

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 here.

Alternatively you can download and print your own copies:


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