Rail firm apologises for denying mobility scooter access

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A rail company has apologised after a mobility scooter user was told by a guard that the train would not move with her on-board.

The passenger, who has autism and Ehlers-Danlos syndromes, said online she was told she could not be on the train despite being sold a ticket ‘face-to-face’.

She filmed her experience where a guard said he would not move the train with the scooter on board.

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Northern Rail apologised for the “distress” and said it was investigating the matter with everyone involved.

According to a BBC report, the government said that it expected train firms “to do everything possible to make travel easy for disabled people”.

The passenger, whose social media handle is AgonyAuntie, wrote to the train company online saying staff had told her the ticket at the office.

“You booked me assistance and had staff with ramps putting me on the trains.

“When we changed connection, suddenly we were not allowed to travel!

“And after being assisted on to the train by Northern Rail staff, were told by the train guard he would not move the train with us on board.”

A video was posted showing the passenger talking to railway staff in distress. She was eventually allowed to continue her journey when members of the public got involved.

A Northern Rail spokesman told the BBC: “We are aware of the issue regarding the customer travelling with a mobility scooter and can only apologise to her for her unacceptable experience travelling with Northern and the distress it caused.

“We are currently investigating the incident and will be speaking to all involved, including the customer, as soon as possible.”

Image credit: Getty

Tags : railtransport
Joe Peskett

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