Accessibility on board
Passengers with disabilities may always bring a guide dog or a service dog for personal assistance free of charge. It is not necessary to book a seat for guide- and service dogs, as they may sit on the floor next to the passenger.
WHEELCHAIR, WALKER AND PERMOBILE
Passengers may bring wheelchairs, walkers, permobiles and other similar aids as long as we have space for them on board. We have special seats where passengers can sit with a wheelchair, which can be booked online. If you have any questions or need help to book a wheelchair seat, please contact our customer service. Due to limitations on board in terms of space, safety reasons and the capacity of the wheelchair lift, the aid must not exceed the following dimensions: Width: 80 cm. Length: 120 cm. Weight: 350 kg. Ground clearance must be at least 5 cm.
When you travel with MTRX and need assistance to get to and from the train, you can book it with us free of charge. Assistance needs to be booked at least 24 hours before departure and it is done on the MTRX website. On the day of departure, the attendant will meet the passenger at the time and place specified in the booking and then accompany the passenger to the train. The attendant has a yellow reflective vest with the text 'Ledsagare' written on the front and the back of the vest. Once on board, our staff will help the passenger to his/her seat. Book assistance by contacting our customer service.
Read more about how we are able to assist you here.
Book assistance by contacting our customer service.
All seats on board the trains are generally animal-free, except for eight seats in the animal-friendly zone in carriage D. The exception is service dogs, which are allowed everywhere on board. If you would be assigned a seat that does not suit you, speak to a member of staff and they will find a solution.
Smoking is forbidden on all our trains. Since July 1, 2019, it is also forbidden to smoke outside on our platforms and other connected areas.
Our ambition is that everyone should be able to book their tickets on our various channels. Therefore, we are continuously working on improving the website. If you need help with your booking, please get in touch with our customer service.