CrossCountry Debuts Digital Priority Seating Card
Author: CrossCountry
Published: 24 Jul 2026
Publication Type: Announcement
Table of Contents:
Synopsis - Definition - Overview - FAQs - Insights, Updates - Related Content
Synopsis
This report explains how long-distance train operator CrossCountry has introduced an industry-first digital Priority Seating Card, a free downloadable tool that lets customers who need extra support quietly signal that they require a priority seat onboard, and it is useful reading for anyone who finds asking for a seat awkward or difficult, including people with non-visible disabilities, seniors, pregnant passengers and those traveling with young children, because the card works with Apple Wallet and Android Wallet while sitting alongside the physical cards already offered across the rail network, and it also shows how the initiative grew directly out of feedback from CrossCountry's independently chaired Access Panel, giving disabled travelers a practical, discreet way to communicate their needs and travel with more confidence and independence.*At a Glance
- 1 - Priority seats sit near doors and toilets and are clearly marked onboard.
- 2 - The card can be reserved through the new seat selector, the Passenger Assist app or by phone.
- 3 - CrossCountry runs 240 services each weekday and carries over 42 million passenger journeys a year.
- 4 - The Access Panel that shaped the card is independently run, meets monthly and holds the business to account on accessibility performance.
Topic Definition
- Priority Seating Card
A Priority Seating Card is a physical or digital identifier that a rail passenger can display to indicate, without lengthy explanation, that they may benefit from a priority seat because of a disability, medical condition, age, pregnancy or traveling with an infant. Rather than assessing or proving a person's needs, the card simply prompts courtesy and understanding from fellow travelers, and in its digital form it is stored in a smartphone wallet app for quick, discreet use during a journey.
Overview
CrossCountry Launches Industry-First Digital Priority Seating Card to Support Accessible Travel
Long-distance train operator CrossCountry has launched an industry-first digital Priority Seating Card, making it easier for customers who need additional support to discreetly communicate that they require a priority seat onboard.
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.
Notes
- Passenger Assistance bookings can be made online at www.passengerassistance.com
- The card is designed to complement, not replace, existing physical priority seating card schemes.
- The digital Priority Seating Card can be added to Apple Wallet and Android Wallet on compatible devices.
- The initiative aims to support accessible travel by helping customers discreetly communicate their need for a priority seat.
- *Eligible customers include disabled people, those with medical conditions (including non-visible disabilities), older passengers, pregnant people and those travelling with infants.
About CrossCountry
CrossCountry is a long-distance passenger train operator, with a network stretching from Aberdeen to Penzance and from Stansted to Cardiff and calling at over 100 stations. Based in Birmingham, CrossCountry connects seven of Britain's 10 largest cities and delivers 240 services every weekday, equating to over 42 million passenger journeys each year.
Frequently Asked Questions
NOTE: Researched FAQs by Disabled World (DW)
Is the digital Priority Seating Card free to download?
Yes, the digital Priority Seating Card is free to download and can be added to a compatible device using Apple Wallet or Android Wallet at no cost.
Do I need to prove my disability to use the card?
No, the card does not assess, define or require proof of your needs, it simply offers a discreet way to signal that you may benefit from a priority seat.
Can I still get a physical priority seating card instead?
Yes, physical priority seating cards remain available through rail operators and partner organisations for travelers who prefer a non-digital option.
Which passengers are considered eligible for priority seating?
Eligible customers include disabled people, those with medical or non-visible conditions, older passengers, pregnant people and those traveling with infants.
How do I reserve a priority seat in advance?
You can reserve a priority seat using the seat selector on the CrossCountry website, by calling Customer Relations on 03447-369-123, or through the Passenger Assist app or website.
Will the card guarantee me a priority seat on every train?
The card helps you communicate your need discreetly, but priority seats are subject to availability, so reserving in advance where possible is encouraged.
Does the card work on both Apple and Android phones?
Yes, the digital Priority Seating Card is compatible with both Apple Wallet and Android Wallet on supported devices.
Insights, Analysis, and Developments
Editorial Note: While a wallet card may seem like a small addition, its real value lies in what it removes - the hesitation and discomfort many travelers feel when they have to explain a need that others cannot see, and by putting that quiet signal directly into a passenger's phone, CrossCountry has taken a modest but genuinely thoughtful step toward making the everyday act of finding a seat feel a little less daunting for those who need it most.*Attribution/Source(s): This quality-reviewed publication was selected for publishing by the editors of Disabled World (DW) due to its relevance to the disability community. Originally authored by CrossCountry and published on 24 Jul 2026, this content may have been edited for style, clarity, or brevity.
* Editorial additions by Ian C. Langtree.