CrossCountry launches industry-first digital Priority Seating Card

Free to download and compatible with devices that use Apple Wallet or Android Wallet, the new digital card represents a new option for customers who may benefit from priority seating where available*.

The initiative complements existing physical priority seating cards available across the rail industry, ensuring customers can choose the format that works best for them.

CrossCountry’s Accessibility Manager, Sam Mather, said: “Not all disabilities or health conditions are visible, and asking for a seat can sometimes feel difficult or uncomfortable. Our new digital Priority Seating Card offers customers a simple and discreet way to indicate they may need additional consideration when travelling.

“This industry first represents an important step forward in making rail travel more accessible and inclusive. The card is not intended to assess or define an individual’s needs, but we hope it will empower passengers to communicate those needs more confidently, while encouraging courtesy and understanding from others onboard.”

The card was developed in direct response to feedback from CrossCountry’s Access Panel, an independently run and chaired body that meets monthly and provides CrossCountry with feedback on journeys, guidance on initiatives and holds the business to account on its accessibility performance.

Bee Clark, Chair of CrossCountry’s Access Panel and Access and Inclusion Program Lead at Gloucestershire and Oxfordshire Community Rail Partnership, said: “The CrossCountry Access Panel identified the need for this initiative, emphasising the value of involving disabled individuals directly in shaping accessibility improvements.

“The rise in Passenger Assist requests reflects an increasing demand for support. This initiative will provide disabled travellers with the confidence, information and support to advocate for their own needs, enabling them to travel more independently and with greater assurance.” 

On CrossCountry services, priority seats are located near doors and toilets to make access easier and are clearly identified onboard. Customers are encouraged to reserve priority seating in advance where possible; priority seats can be booked through CrossCountry’s new seat selector on our website, by calling Customer Relations on 03447 369 123, using the Passenger Assist app or website.

Digital Priority Seating Cards are available to download now at www.crosscountrytrains.co.uk/digital-priority-seating-card. Travellers who prefer non-digital option will still be able to use physical alternatives, which remain available through rail operators and partner organisations.