31st July 2026 • My Family Our Needs

CrossCountry, a UK long-distance train operator, has launched a digital Priority Seating Card in an industry first.

This card should make it easier for customers who need additional support to discreetly communicate that they require a priority seat onboard.

This digital card is free to download and compatible with both Apple and Android Wallet.

The new digital card is a new option for customers who may benefit from priority seating when it is available.

Although this card is not a new idea, as physical cards are available across the rail industry, the introduction of a digital card allows customers to choose the format that works best for them.

Speaking on the new initiative, Sam Mather, CrossCountry’s Accessibility Manager, 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 digital Priority Seating Card was developed in response to feedback from CrossCountry’s Access Panel.

The Panel is 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 close to doors and toilets to ensure that access is easier for those who need it. These seats are clearly marked onboard.

CrossCountry encourages its customers to pre-book these priority seats where possible, and these seats can be booked through CrossCountry’s new seat selector on its website, by calling customer relations or using the Passenger Assistance app or website.

The digital Priority Seating Card can be downloaded at www.crosscountrytrains.co.uk/digital-priority-seating-card

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