The West Ham United Disabled Supporters Association (WHUDSA) is pleased to provide up-to-date information on the Club’s Matchday Shuttle Bus service.
This complimentary service is designed to assist supporters with disabilities or other accessibility requirements in travelling safely and comfortably to and from London Stadium on home matchdays.
The Club provides a total of 18 shuttle buses per matchday. Eleven buses operate continuously from both Platform 13 at Stratford Station and Stratford International Station, starting two hours before kick-off.
All 18 buses are available for up to 90 minutes after the full-time whistle. Buses will not depart from the stadium until road closures have re-opened, normally around 30 minutes after the final whistle. Supporters are invited to wait in the Stadium Café while buses begin operation.
Shuttle buses depart from the following locations:
- Stratford Station: Exit by Platform 13 (Jubilee Line). Look for West Ham United staff who can direct you.
- Stratford International Station: Next to the entrance on International Way, by the lifts to Platforms 1 and 2.
- West Ham Stadium Café: Located downstairs in the Stadium Store.
Buses only stop at designated points, and passengers cannot disembark ahead of the final stop for safety reasons.
Permits for the shuttle service are issued at the Club’s discretion and are subject to availability. Accessible supporters can request a permit by emailing [email protected] or calling 0333 030 0174, Monday to Friday between 9am and 5pm.
Permits are allocated as follows:
- Registered accessible Season Ticket holders, members or single match ticket purchasers are eligible for one permit, with one additional permit for a Personal Assistant (PA) if required.
- Supporters over 66 with mobility issues are eligible for one permit.
- Pregnant supporters are eligible for one permit.
- Those with short-term accessibility requirements are eligible for one permit for an agreed length of time.
Due to limited capacity, no other friends or family (other than an official PA) may board the bus, and we respectfully ask them to make their own way to the stadium on foot. Please have your permit ready to show staff on departure.
Supporters using wheelchairs or mobility aids should note the following:
- Only wheelchairs or mobility aids that meet standard size and safety specifications can be accommodated. Wheelchairs must be stable, in good working order and capable of being safely secured during transit.
- If your wheelchair cannot be safely secured, you may be asked to transfer to a fixed seat for the journey, and your wheelchair may need to be folded and stowed.
- Club staff and shuttle operators cannot provide physical assistance such as lifting, carrying or personal care. Supporters requiring this level of support should attend with a PA or carer.
- Trained Disabled Supporter Assistants (DSAs) and West Ham Foundation staff will support boarding and alighting, but supporters should ensure they are confident using the shuttle independently or accompanied by a PA.
The Club and shuttle operator cannot accept liability for damage to mobility aids resulting from misuse or equipment that is not suitable for transport. We strongly recommend contacting the Accessibility Team ahead of matchday if you have any concerns about your mobility aid or would like to confirm suitability.
Matchday Perspectives
WHUDSA Campaign Secretary and shuttle bus user, Mick Hancock, said: “A reliable shuttle bus transfer service is a welcome option for anyone with walking challenges, and can mean the difference between being able to attend a game or not.
“The staff are great, helping with wheelchairs and walking aids, and will operate the lift on to the bus. ‘Enabling the way, with the DSA’ - ensuring a safe journey to and from the stadium.”
West Ham United Disability Access Officer, Julie Pidgeon, added: “Our shuttle service is designed to support every accessible supporter - whether they have visual, hearing or sensory requirements - and to ensure a safe, comfortable journey to London Stadium.
“We’re immensely proud of how the service has grown from just two buses in 2016 to 18 today, reflecting our commitment to making matchdays accessible for all.”
To find out more about the WHUDSA and how to join, please click HERE.
For quick reference, common questions about the shuttle bus are answered in the FAQs section below.
Matchday Shuttle Bus FAQs
How many buses operate per matchday?
Eighteen complimentary shuttle buses operate, with eleven running continuously from two hours before kick-off and all 18 for up to 90 minutes after full-time.
Where are the pick-up and drop-off points?
Stratford Station, Stratford International Station and West Ham Stadium Café. We are aware that there is limited seating available for supporters waiting at Platform 13 at Stratford Station. Following discussions with the TfL Station Manager, we must advise that the use of portable chairs is not permitted. This area is a dedicated emergency egress point and in the event of re-routed services, large numbers of passengers may be required to use this exit at very short notice. Allowing portable chairs would therefore present a potential trip hazard.
What permits do I need?
Permits are issued at the Club’s discretion - registered accessible Season Ticket holders, members or single match ticket purchasers may receive one permit, plus one for a Personal Assistant if required. Other eligibility includes over-66 supporters with mobility issues, pregnant supporters and those with short-term accessibility needs.
Can friends or family travel with me?
To make sure priority is always given to those supporters who rely on the shuttle service, only the permit holder and their registered Personal Assistant are able to travel on the bus. We kindly ask that other family members or friends make their own way to the stadium on foot, so that the service remains comfortable and accessible for those who need it most.
When do the buses run?
From two hours before kick-off until 90 minutes after full-time, with buses leaving the stadium after road closures re-open, usually around 30 minutes post-match.
Can I get off at a different point closer to my seat?
Buses are only able to stop at designated points for safety reasons, so it is not possible to get off at a different location closer to your seat.
We have raised, on behalf of our WHUDSA members, the possibility of introducing an additional drop-off point on the opposite side of the Stadium to the Store. Unfortunately, due to health and safety regulations, this is not possible.
However, to help reduce the distance you may need to walk, we can add an additional turnstile access point to your Season Ticket, allowing you to enter the concourse sooner. If you feel this would be of assistance, please contact the Club’s Accessibility Team at [email protected].
Are wheelchairs and mobility aids accommodated?
Yes, mobility equipment can be brought on board, provided it meets standard size and safety specifications and can be safely secured. In some cases, supporters may be asked to transfer to a fixed seat if necessary to ensure everyone’s comfort and safety. Please note that use of the shuttle service is entirely at the supporter’s own risk and the Club cannot accept liability for personal equipment or belongings while travelling.
Where are the nearest accessible toilets?
The nearest accessible toilets are located as follows:
- An accessible toilet is available adjacent to Platform 13 at Stratford Station.
- A fully wheelchair-accessible toilet is provided within the bank of Portaloos outside the Stadium Café, where the shuttle bus drops off.
- Inside the Stadium Store, there are two toilets, one of which is a dedicated accessible facility. If you experience any issues, please speak to a member of staff.
We kindly remind everyone that not all disabilities are visible, and we ask supporters to be mindful and considerate when queuing.
Who should I contact for special arrangements?
Email [email protected] or call 0333 030 0174 to discuss any special requirements before matchday.
