Disabled child refused travel with FGW

[bnm]

From This is Wiltshire

Brain tumour survivor Charlie Charles from Pewsey is on track for a free train ride after being told he could not take his wheelchair on a train at Pewsey Station.

The 12-year-old will meet the driver and look around his cab as compensation from First Great Western.

Two weeks ago his mother, Theresa, decided to travel to Reading by train from Pewsey, taking Charlie so he could use a voucher he had received at Christmas.

Charlie’s tumour and the subsequent surgery to remove it resulted in an eight-month stay at hospital in Oxford, leaving him with weakened muscles and difficulty balancing.

The determined Pewsey Vale School pupil is slowly learning to walk again and can manage a few steps, but relies on a push-around wheelchair at home and a battery-powered one for when he is out and about.

He was looking forward to his shopping trip to Reading and was upset when he and his mother were turned away from Pewsey station – for failing to give 24 hours notice of wanting to travel with a wheelchair.

It was only when they had already paid for their tickets, said Mrs Charles, that the ticket office staff told her “quite brusquely” that they could not travel because they had not given a day’s notice.

Mrs Charles said: “I pointed to the ramps that were on the other platform and asked them to bring them over, but they flatly refused. “There were two men in the office and they were adamant that Charlie could not travel and they were not going to fetch the ramps.

“I demanded my money back and we left the station before the train got in.”

Mrs Charles has now made a formal complaint to train operator First Great Western, saying its requirement for 24 hours notice for a wheelchair passenger was “nothing short of discrimination against the disabled”.

Charlie said: “I was very disappointed that we were not allowed on the train.

“We have used trains quite a lot before without any problem.”

First Great Western told the Gazette: “We do encourage customers who need assistance to let us know in advance so we can be certain a member of staff is available.

“We’re so disappointed Charlie missed out on his day that we would like to invite him and his mum for a journey on us and meet one of our drivers and maybe get a quick look around the driver’s cab.”

The offer of free journey and a cab tour from FGW is welcome, but the situation should never have arisen in the first place.

Booked assistance is not an obligation on the disabled. A staffed station and the fact Pewsey is served exclusively by trains with a guard/TM should have been enough to ensure this young chap was able to board.

 

[VTPreston_Tez]

I'm concerned as to whether this could happen on the West Coast as well.

Absolutely shocked that the staff didn't bring the ramps over. How hard really is it, seriously? I'm not sure what to expect out of this at the moment.

 

[John55]

From This is Wiltshire



The offer of free journey and a cab tour from FGW is welcome, but the situation should never have arisen in the first place.

Booked assistance is not an obligation on the disabled. A staffed station and the fact Pewsey is served exclusively by trains with a guard/TM should have been enough to ensure this young chap was able to board.

Why does the whole world revolve around someone with a disability?

Why does everyone jump to conclusions without knowing any details of what went on?

Why cannot people make a simple phone call to make sure it is ok to travel?

 

[broadgage]

Whilst it seems a bit harsh, I believe that posters and notices etc do recomend giving 24 hours notice if assistance will be required.

Especialy at smaller stations, one cant allways expect everyone to give their undivided attention to a disabled passenger.

 

[Ferret]

Why does the whole world revolve around someone with a disability?

Left wing politics. Not that it's wrong to want equal treatment for disabled people, but it's wrong for them to have better treatment than everyone else.

Why does everyone jump to conclusions without knowing any details of what went on?

Because that's what happens on forums like this.

Why cannot people make a simple phone call to make sure it is ok to travel?

In fairness, they shouldn't need to. BUT, the disabled need to understand that the world does not revolve around them, more that they are an equal cog among many other cogs.

I wonder if the train they wanted to use had already had the wheelchair space booked by somebody else, hence the comment from the staff. Of course, now I'm speculating, but I've seen it happen. We move people into the FC space in that case, but once I had to refuse access to somebody when both spaces were occupied and an unbooked chair turned up. I did arrange for travel on the next one in 30 minutes witha swift phone call to the crew on the one behind me, but what more can I do in that situation?

 

[Stephen55a1960]

From This is Wiltshire



The offer of free journey and a cab tour from FGW is welcome, but the situation should never have arisen in the first place.

Booked assistance is not an obligation on the disabled. A staffed station and the fact Pewsey is served exclusively by trains with a guard/TM should have been enough to ensure this young chap was able to board.

Absolutely agree with you there.

 

[SS4]

Why does everyone jump to conclusions without knowing any details of what went on?

It makes a far better story than the facts do and often works in the complaint's favour. In other cases (less so here) the TOCs are scared enough of bad publicity to bend over to every complaint.

Jumping to conclusions generates page views or paper sales

 

[louis97]

I'm concerned as to whether this could happen on the West Coast as well.

And why would that be? The staff are staying the same... :roll:

 

[Stephen55a1960]

Whilst it seems a bit harsh, I believe that posters and notices etc do recomend giving 24 hours notice if assistance will be required.

Especialy at smaller stations, one cant allways expect everyone to give their undivided attention to a disabled passenger.

Wheelchair ramps these days are portable. It doesn't take long to put one out. As a wheelchair user myself, I have had occasions, where (due to unforeseen circumstances) I have had to travel by train, without notice. They weren't from big stations either (Harrogate and Stranraer being two examples). Some TOCs carry onboard ramps too. This shouldn't be an issue in this day and age.

 

[Ferret]

Wheelchair ramps these days are portable. It doesn't take long to put one out. As a wheelchair user myself, I have had occasions, where (due to unforeseen circumstances) I have had to travel by train, without notice. They weren't from big stations either (Harrogate and Stranraer being two examples). Some TOCs carry onboard ramps too. This shouldn't be an issue in this day and age.

It rarely is!

 

[Flamingo]

Was it a wheelchair or a mobility buggy, I wonder...

 

[Ferret]

Was it a wheelchair or a mobility buggy, I wonder...

I wondered that too, but I didn't think it was necessarily consistent with the alleged comment about prebooking...

 

[GearJammer]

I don't think a phone call would have been that hard to do by the childs mother, what gets me about this particular story is the fact that there were 2 staff on duty at the station so one of them could have left the office to assist, but to refuse when there was a ramp on the station (and obviously in clear view) i think is disgusting, what was up with the staff, could they not be bothered to set it up? Whats the point of a ramp if your not going to use, yes the world does'nt revolve around the disabled but if equipment is provided for their use then why refuse its use, its just wrong.

 

[Skimble19]

This is becoming far too regular.. is it really that hard just to call up and let them know you're coming? Unfortunately many trains running on the network were not designed for people in wheelchairs to use them - ramps can help with this, but they require staff who may not be available (calling up ensures they will be!). Newer trains and platforms where the platform is the same height as the train floor hugely help, and mean staff are not needed, but this is far from widespread, and without serious investment it won't be for a very long time..

 

[Ferret]

This is becoming far too regular.. is it really that hard just to call up and let them know you're coming? Unfortunately many trains running on the network were not designed for people in wheelchairs to use them - ramps can help with this, but they require staff who may not be available (calling up ensures they will be!). Newer trains and platforms where the platform is the same height as the train floor hugely help, and mean staff are not needed, but this is far from widespread, and without serious investment it won't be for a very long time..

I think we have to get perspective though - hundreds of wheelchair users manage to use trains every day, without issues! We of course only get to hear about 1 problem....

 

[Stephen55a1960]

Personally speaking, the worst example of reluctant and begrudging customer service was (ironically) in the bad old days of Virgin's infancy. Had booked travel from Manchester Piccadilly to Euston and back giving 10 days notice. A confirmation letter was sent (fine so far). When I arrived at Manchester Piccadilly - no help forthcoming. When I asked at Virgin Customer Services, they denied any knowledge of me (in spite of my showing them the letter). The customer services rep came out with:" I shall with the greatest reluctance attempt to get you the help that you appear to need". Fifteen years later, that remains, the rudest response of any TOC customer services! I got my train and all was well.

 

[rail-britain]

what gets me about this particular story is the fact that there were 2 staff on duty at the station so one of them could have left the office to assist, but to refuse when there was a ramp on the station (and obviously in clear view) i think is disgusting, what was up with the staff, could they not be bothered to set it up? Whats the point of a ramp if your not going to use

Although 2 members of staff were seen (assuming both on duty) they may not have been trained in the use of the equipment

I believe there was a similar incident recently where there were 8 members of staff on duty at a Major Station, but not one of them had training in the use of the disabled facility equipment (which they would not normally be expected to operate)
As a result the affected passengers were put into taxis and given full refunds on their train ticket portions

Seems too many employees read their job description and won't do the decent thing
Yes, there is all the Risk Assessment details, and using the equipment incorrectly may result in injury or death, but that is just a poor excuse
I have seen such equipment that does not have to be operated by the employee and can actually be used by the disabled passengers assistant

Equally, many disabled passengers already know they have to phone up in advance
The main issue comes with those passengers who do not travel by train regularly, and are often stranded and/or have to abandon plans, or end up in a taxi

 

[WelshBluebird]

To those saying about giving 24 hours notice, obviously I don't know in this case but it is pretty obvious that it isn't always possible to do so.

Whilst it seems a bit harsh, I believe that posters and notices etc do recomend giving 24 hours notice if assistance will be required.

Recommended, but not required.

 

[GB]

Seems too many employees read their job description and won't do the decent thing
Yes, there is all the Risk Assessment details, and using the equipment incorrectly may result in injury or death, but that is just a poor excuse

That's a strange comment to make. You admit to risk of injury or death and you say it's a poor excuse.

All I will say is if you are doing something you are not trained for (no matter how inconceivably small it might appear to be) or if it is not your actual job, you will get no backing from either the union or your manager should you have an accident. You will more likely find your self out on your ear queuing at a job centre....even more so if you cause an injury to a member of public.

 

[rail-britain]

To those saying about giving 24 hours notice, obviously I don't know in this case but it is pretty obvious that it isn't always possible to do so

http://www.nationalrail.co.uk/passenger_services/disabled_passengers/
It may not always be possible, but most people usually know roughly what their travel plans are the day before

However this is more relevant for leisure and occasional passengers
For business passengers it is impractical

http://www.nationalrail.co.uk/passenger_services/disabled_passengers/wheelchairs_scooters.html
Using a scooter requires even more planning
First Great Western demand the passenger have a permit! (as well as ATW, EMT, FCC, TPE, and SWT)
Equally, some TOC make arrangements for the emergency services to be present (really, come on)

You wonder why the disabled facilities on the train you are on are rarely used...

 

[Monty]

Booking 24 hours ahead is not always a realistic option, however I would agree disabled passengers should try and give some notice if they are able to. It gives the company a chance to make sure staff is available to assist with boarding be it station or on train staff. I have heard of episodes where a guard had not been informed that a passenger with a wheel chair would be joining his train at an unstaffed station, little did he know the passenger was obscured from view in waiting room and promptly left leaving the passenger behind!

However it does seem FGW have made efforts to right a wrong done to this young lad, I am too wondering if he had a mobility scooter also as only specific models may be loaded on to trains via the ramps. Though from the article it does say the boys illness though serious would be temporary and implies he would have a conventional wheel chair in which chase the staff should really have rendered assistance.

 

[Yew]

Was he in a manual or electric wheelchair? Some electric wheelchairs are sufficiently large they may be difficult to load onto a train, my uncle has one bigger than a mobility scooter.

 

[snail]

Why does the whole world revolve around someone with a disability?

Why does everyone jump to conclusions without knowing any details of what went on?

Isn't that what you are doing? Not everyone, even those with a disability, can plan their days 24 hours ahead. If I had been sold a ticket then told I can't travel I don't think I would be too pleased either.

 

[Mojo]

Although 2 members of staff were seen (assuming both on duty) they may not have been trained in the use of the equipment

I believe there was a similar incident recently where there were 8 members of staff on duty at a Major Station, but not one of them had training in the use of the disabled facility equipment (which they would not normally be expected to operate)

What training/equipment? I used to work for a major railway company at a major station and as part of my role to lay out wheelchair ramps consisted of being told about the four different types of ramps required for different trains which ran through our station. The rest was common sense.

To my knowledge only one type of train serves Pewsey therefore I am not sure what any sort of training issues there would be.

If the customer was indeed travelling in a permitted wheelchair of a suitable size then it seems the only training issue here is that the staff aren't aware that providing any sort of notice is required.

 

[ANorthernGuard]

What's stopping a fellow guard getting the ramp? We do it up here all the time without all this 24hour garbage

 

[dave87016]

IMO their is no obligation to book wheelchair assistance in advance, it does help and ensures that their are staff there to assist and the origin /destination or TM at unstaffed stations. I think the bottom line of them kicking up a fuss is the fact that they issued tickets to travel first then refused to provide them with wheelchair assistance .

Disabled have the same rights as anyone else, if they wake up and decide to travel for a day out etc then why shouldnt they, as long as they stations they board/alight as the facilities/staff to provide assistance

Though as others have said if it was a wheelchair of a different kind than your usual then maybe a different kettle of fish.

 

[ANorthernGuard]

We have a very simple but effective way of dealing with chairs of different varieties

If it looks like a wheelchair yes

If it looks like a 50cc scooter no

Or they provide a letter from northern sayong its suitable

Simples

 

[bnm]

I once did a short stint as CSA for a large TOC (soon to be larger...) at a major station. I was employed through an agency.

My main role was to provide information for passengers as they arrived in the booking hall area. I had no formal safety training, only half a day at a 'training centre' listening to corporate guff.

On my first day I was shown by a DSM how to use a wheelchair ramp and that was it. I was 'trained'. Common sense was all that was needed after that.

 

[howittpie]

Just been looking at FGW making rail accesible and it states even if travel is not booked in advance staff will arrange accesible alternative transport. However if the journey was not pre-booked mayy take a little longer. If this was offered by the station staff and say because of the wait was refused then it is bad journalism and the complaint is invalid however if it wasn't offered then there is some justification to the complaint.

 

[Robsignals]

It was "a battery-powered wheelchair" which can be very heavy, the staff may not have realised this at first and were going to get the ramp out. Perhaps having been firmly told it was only for ordinary w/chairs they then had to refuse help, imagine the fuss if the ramp had broken under the weight.

As a carer I can say nearly all buses are now accessible, simplest ramp rolls-up for storage - driver has to lift it in place and maybe help push the chair. Some are part of the floor, driver has to lift and swing them out (mind fingers), best are powered ones that check they're properly touching the ground before allowing doors to open - may mean driver has to shuffle the bus about to find a suitable place. Of course there's still only one space which may be full of baby buggies, driver can't order them to be folded, so no certainty of being able to travel when wanted.