New Assisted Travel Lounge to Open at Liverpool Lime Street Station

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Passengers travelling on trains in and out of Liverpool Lime Street station will soon have a dedicated waiting lounge to make travelling easier and more accessible.

Network Rail has invested £400,000 to create a new Assisted Travel Lounge in the main station concourse, which will open on Tuesday March 31.

The space has been transformed into a quiet and welcoming waiting area for passengers with additional mobility and sensory needs, with a dedicated team on hand to help. 

The lounge will include: 

  • Accessible seating with integrated space for wheelchairs 

  • An accredited Changing Places toilet facility* 

  • A sensory nook for people who find stations overwhelming 

  • A staffed welcome desk 

The lounge will be open between 7am-8pm each day.

The project was funded in part by Muscular Dystrophy UK. The charity provided a contribution of £65,000 towards the delivery of the Changing Places facility, funded through a grant awarded as part of the Government’s Transport Strategy.

Rachel Rahbarzare, station manager at Liverpool Lime Street, said: “It’s been great to see the new Assisted Travel Lounge being installed at Liverpool Lime Street and I’m pleased to say it will be opening very soon. 

“Travelling through our stations can be a daunting experience for some people but these new facilities will provide a chance to stop and wait in a calm, welcoming environment with features that will improve journeys for passengers.” 

For more information on how to book assisted travel visit: www.networkrail.co.uk/communities/passengers/planning-a-trip/assisted-travel/ 

Notes to Editors

* What is a Changing Places toilet facility? 

Standard accessible toilets do not meet the needs of all disabled people. 

A Changing Places toilet facility has: 

  • a height-adjustable adult-sized changing bench 

  • a ceiling mounted hoist 

  • a centrally placed toilet with space either side 

  • non-slip floor 

  • a height-adjustable washbasin 

  • an emergency alarm 

How to book Passenger Assist 

To book Passenger Assist for your next journey you can contact the train company you are starting your journey with, or check out the National Rail Enquiries assisted travel pages. 

The National Rail Enquiries website has information on how to book assistance in a variety of ways, including the Passenger Assistance Smartphone App. It also has detailed information on the accessibility of all stations.

You can also call or text National Rail Enquiries to arrange assistance 

  • call 0800 0223720 

  • text 60083 

  • textphone or minicom users can dial 0845 60 50 600. 

Last minute requests (turn up and go) 

All rail companies want passengers to feel confident when travelling by train and understand the importance of supporting flexible travel plans. 

People needing additional help to board their train can ‘turn up and go’ without booking assistance in advance, but if they require assistance at short notice the advice is for them to please make themselves known to a member of staff or use a Help Point when they arrive at the station. 

Where a station is staffed, they will always help you if they can. However, people should be aware that, on occasion, it could take a little longer as staff may be assisting other customers, dispatching a train, or looking after safety on the platform. 

If staff are not able to help the person making the last minute request straight away, they will explain clearly why not and do their best to assist as soon as they can. 

Contact information

Passengers / community members
Network Rail national helpline
03457 11 41 41