I had to crawl on my hands and knees to get off train, says disabled woman

[Djgr]

Caerphilly wheelchair user 'had to crawl' off GWR train from London

Phoebe's mum says watching the incident was "traumatic" and left her feeling "helpless".

www.bbc.co.uk

A wheelchair user was left in tears as she crawled on her "hands and knees" through a train after being told a ramp could not be used to help her off.

Phoebe Tesoriere, 24, who lived in Caerphilly at the time, was on a Great Western Railway (GWR) train from London Paddington to Bath Spa when it happened.

Her family spoke to the assistance desk and were taken to the only designated wheelchair space on the train. Phoebe said she was assured a ramp and assistance would be waiting, but was told she was in a carriage beyond the platform and could not get off.

GWR said it was "really sorry" and admitted "we let her down, both when we helped her board and at several points during her journey".

Former Cardiff University student Phoebe, who has hereditary spastic paraplegia, external which causes weakness and stiffness in the leg muscles, said: "My mum specifically asked if a ramp and assistance would be waiting at Bath Spa. We were assured it would be."

While on the train, staff checked which station she would be getting off at numerous times during the incident in December 2025, she added.

Despite this, Phoebe was not told the carriage she was directed to would stop beyond the platform, leaving her unable to use a ramp to get off.


And GWR haven't even got their act together to pay the agreed compensation

 

[speedy1]

Mistakes happen but it's the making it 3x worse with things like:

she said they were told by staff to stay on the train and get off at Bristol Temple Meads - before buying another ticket back to Bath Spa so she could get off.

And this cover-your-ass, legal/PR way of speaking:

There were opportunities for us to recognise that there would be an issue at Bath Spa, and we failed to identify them

It cheapens their apology, which eventually comes like 3 sentences later.

 

[AlterEgo]

None of this detracts from GWR's obvious failures here, but why wouldn't her grandparents just pick her up in Bristol or wait an hour for her at Bath? Bristol is on the way to Caerphilly. It's a 20 minute diversion.

 

[ainsworth74]

Yet again I find myself wondering why it is not simply possible to draw forward a few coach lengths in this sort of situation?

 

[styles]

Presumably should've been put in the first class wheelchair area at the other end of the train.

Completely cruel and undignified. And the suggestion she should've over-travelled and then paid for an additional fare to get back? Do staff who suggest this just lack common sense?

 

[Tetchytyke]

why wouldn't her grandparents just pick her up in Bristol or wait an hour for her at Bath? Bristol is on the way to Caerphilly. It's a 20 minute diversion.

It’s rather more than that- have you ever driven in to the centre of Bristol?!?

The fact they told her she’d need to buy another ticket won’t have helped her accept an hour’s delay either.

It’s also not the point.

 

[John R]

None of this detracts from GWR's obvious failures here, but why wouldn't her grandparents just pick her up in Bristol or wait an hour for her at Bath? Bristol is on the way to Caerphilly. It's a 20 minute diversion.

Are you familiar with the drive from Temple Meads to Bath Spa station then? You’d be lucky to do it in 45 mins at a quiet time.

 

[AlterEgo]

It’s rather more than that- have you ever driven in to the centre of Bristol?!?

The fact they told her she’d need to buy another ticket won’t have helped her accept an hour’s delay either.

It’s also not the point.

I literally just popped it into Google Maps, it adds 20 minutes to a trip.

It's not "the point" but it is a perfectly reasonable question. I wouldn't let my daughter or granddaughter literally crawl three carriages to exit a train, I'd drive to Bristol or just wait an hour for her to get back to Bath.

It's the difference between this being an accessibility failure which inconveniences someone and one which has removed their dignity. Neither are acceptable but the latter is much worse, unless we are to believe this solution was the preferred one for the complainant for some reason. We don't find out why in the article, despite it being an obvious question to anyone who is trying to empathise with the predicament.

== Doublepost prevention - post automatically merged: 6 Oct 2026 ==

Are you familiar with the drive from Temple Meads to Bath Spa station then? You’d be lucky to do it in 45 mins at a quiet time.

They're going from Bath Spa to Caerphilly. You have to drive past Bristol to make the trip. In fact right now it's suggesting a slower route literally past Temple Meads which is 19 minutes longer.

 

[Skiddaw]

Well, there could be all manner of reasons why it would be impractical/impossible/inappropriate for the grandparents to drive to Bristol. But for me, that's irrelevant. Why should anyone have to make new arrangements/jump through hoops just to allow someone to do something as fundamentally basic as exit a train with dignity?

 

[AlterEgo]

Well, there could be all manner of reasons why it would be impractical/impossible/inappropriate for the grandparents to drive to Bristol. But for me, that's irrelevant. Why should anyone have to make new arrangements/jump through hoops just to allow someone to do something as fundamentally basic as exit a train with dignity?

Of course people shouldn't have to make new arrangements or take a delay because of a cock up. Bath P1 is a short platform. This ought to have been known at the time of loading her onto the train and the guard should have clocked this, and I suspect the guard indeed did. Because the train isn't dwelling at Bath Spa surely for 10 minutes while a disabled person crawls "like a dog" three carriages to reach an exit. Was any attempt made to route into P2? Or to step the passenger back? (I'm assuming the second wheelchair space was occupied)

This is a classic problem caused by lack of attention to detail unfortunately, and as staff become ever more thinly stretched it will happen more often. That's to say nothing of the "wisdom" of ordering stock which can run so long it fouls many platform lengths and putting the wheelchair space in - sigh - an end vehicle.

 

[Trainman40083]

Well, there could be all manner of reasons why it would be impractical/impossible/inappropriate for the grandparents to drive to Bristol. But for me, that's irrelevant. Why should anyone have to make new arrangements/jump through hoops just to allow someone to do something as fundamentally basic as exit a train with dignity?

Even having a car that doesn't meet emission standards etc for Bristol and hence picks up a fine

 

[Indistinct]

Yet again I find myself wondering why it is not simply possible to draw forward a few coach lengths in this sort of situation?

She was on a carriage that had stopped beyond the platform so that wouldn’t be possible in this case.

 

[AlterEgo]

She was on a carriage that had stopped beyond the platform so that wouldn’t be possible in this case.

Is it not possible to stop short and release a local door? (Assuming this was spotted in time)

 

[Falcon1200]

A most horrible event for the passenger, and handled terribly by GWR. But a couple of questions;

The BBC Report states that she was in the 'only designated wheelchair space' on the train, and 'crawled through three carriages' to alight. So presumably the train was a 9-car IET, and the Down platform at Bath can only accommodate 6 carriages? Regardless of whether those things are correct, surely the train could have moved to allow her to alight with dignity? And if that absolutely could not be done GWR should have offered her a taxi home from Temple Meads - Not demand an additional fare.

 

[styles]

A most horrible event for the passenger, and handled terribly by GWR. But a couple of questions;

The BBC Report states that she was in the 'only designated wheelchair space' on the train, and 'crawled through three carriages' to alight. So presumably the train was a 9-car IET, and the Down platform at Bath can only accommodate 6 carriages? Regardless of whether those things are correct, surely the train could have moved to allow her to alight with dignity? And if that absolutely could not be done GWR should have offered her a taxi home from Temple Meads - Not demand an additional fare.

I'm slightly confused by this in any case. The 9-coach IETs have wheelchair spaces at the very front and very rear carriages. Unless they mean the only available wheelchair space on the train and the first class one was occupied.

Sounds like multiple failures all round really.

 

[Gareth1990]

I literally just popped it into Google Maps, it adds 20 minutes to a trip.

It's not "the point" but it is a perfectly reasonable question. I wouldn't let my daughter or granddaughter literally crawl three carriages to exit a train, I'd drive to Bristol or just wait an hour for her to get back to Bath.

It's the difference between this being an accessibility failure which inconveniences someone and one which has removed their dignity. Neither are acceptable but the latter is much worse, unless we are to believe this solution was the preferred one for the complainant for some reason. We don't find out why in the article, despite it being an obvious question to anyone who is trying to empathise with the predicament.

== Doublepost prevention - post automatically merged: 6 Oct 2026 ==


They're going from Bath Spa to Caerphilly. You have to drive past Bristol to make the trip. In fact right now it's suggesting a slower route literally past Temple Meads which is 19 minutes longer.

I’m just going to be forthright, you haven’t got a clue have you? It can take at least an hour to get into Bristol from Bath driving let alone getting back on the M4

 

[3rd rail land]

At a minimum she should get get the journey refunded in full, compensation, a taxi home from Bristol, an apology, an explanation as to how this was allowed to occur and how GWR are going to ensure there is no repeat. It was known where she was going to get off before she started the journey so the situation was easily avoidable. A message clearly didn't reach the train crew or assistance team at Paddington otherwise she would have been upgraded to 1st class for free as that carriage would have been with the limits of the platform.

It was presumably impracticable to reverse the train so she could disembark via a ramp so telling her to stay on to Bristol was probably the only option. Surely she could have been given some form of authority to travel past Bath without having to buy an additional ticket though.

 

[CC 72100]

I'm slightly confused by this in any case. The 9-coach IETs have wheelchair spaces at the very front and very rear carriages. Unless they mean the only available wheelchair space on the train and the first class one was occupied.

Sounds like multiple failures all round really.

9 car will have both accessible areas platformed. The very first door and very last door are unplatformed. The accessible area is by door 2 so is either the first door that is platformed or the last door that is platformed.

It is a 10 car (5+5) that is an issue, as the first 3 doors are unplatformed (all of vehicle 1, Bristol-end door of vehicle 2) as well as the last door.

 

[Falcon1200]

Unless they mean the only available wheelchair space on the train and the first class one was occupied.

That could be the case of course, although I am still surprised that the platform at Bath is seemingly so short! And the issue described must surely have happened on other occasions, in that case.

@CC 72100 has provided a helpful update, thanks.

Again, the issue with a 10-car IET at Bath must be known to GWR staff, surely?

 

[AlterEgo]

I’m just going to be forthright, you haven’t got a clue have you? It can take at least an hour to get into Bristol from Bath driving let alone getting back on the M4

It is not actually a lengthy diversion at all. Or of course they could just wait an hour. The attached map is at peak rush hour as well, with it taking an hour to get to Temple Meads from Bath Spa station. Total is 19 minutes extra driving.

As a parent I cannot fathom the actions of her parents or grandparents, and it is almost certainly the case we don't have the full story here. Which isn't a way of saying it might be their fault, I am bemoaning the journalism!

 

[uglymonkey]

They don't care about disabled passengers ( some staff on the ground do however) as a rail entity. There have been whole TV programmes about how terrible the disabled customers journey experience can be and nothing changes.

 

[styles]

They don't care about disabled passengers ( some staff on the ground do however) as a rail entity. There have been whole TV programmes about how terrible the disabled customers journey experience can be and nothing changes.

I have a family member who uses an electric wheelchair (not a mobility scooter). My second-hand experience isn't that staff don't care; it's that the different entities involved (operators, station operators, the Passenger Assist app company, etc) just communicate very poorly. Most instances I see of things going wrong are where staff at a station or on a train haven't been informed of an assistance requirement, or the app doesn't make clear what some of the options mean, or onboard staff don't know the operator's policy on moving people out of wheelchair spaces who aren't in wheelchairs and a wheelchair user needs to board. It's an inconsistent experience which appears to just lose vital information at an unacceptable frequency.

 

[AlterEgo]

I have a family member who uses an electric wheelchair (not a mobility scooter). My second-hand experience isn't that staff don't care; it's that the different entities involved (operators, station operators, the Passenger Assist app company, etc) just communicate very poorly. Most instances I see of things going wrong are where staff at a station or on a train haven't been informed of an assistance requirement, or the app doesn't make clear what some of the options mean, or onboard staff don't know the operator's policy on moving people out of wheelchair spaces who aren't in wheelchairs and a wheelchair user needs to board. It's an inconsistent experience which appears to just lose vital information at an unacceptable frequency.

The other aspect of this particular complaint is how far in advance Bath Spa knew of the assistance requirement and where the complainant was sitting. There really have been so many opportunities for someone to have intervened here before the train arrived.

 

[styles]

The other aspect of this particular complaint is how far in advance Bath Spa knew of the assistance requirement and where the complainant was sitting. There really have been so many opportunities for someone to have intervened here before the train arrived.

Indeed, and the passenger states that staff on board confirmed multiple times during the journey that they were getting off at Bath. What then happened to that vital information?

 

[Trainman40083]

Indeed, and the passenger states that staff on board confirmed multiple times during the journey that they were getting off at Bath. What then happened to that vital information?

Maybe they sent a text message, rather than making an actual phone call.

 

[AlterEgo]

Indeed, and the passenger states that staff on board confirmed multiple times during the journey that they were getting off at Bath. What then happened to that vital information?

And why has it taken six months to close out the complaint?? I used to handle staff complaints. Never had one go above six months. Or even close to that.

 

[Djgr]

I have a family member who uses an electric wheelchair (not a mobility scooter). My second-hand experience isn't that staff don't care; it's that the different entities involved (operators, station operators, the Passenger Assist app company, etc) just communicate very poorly. Most instances I see of things going wrong are where staff at a station or on a train haven't been informed of an assistance requirement, or the app doesn't make clear what some of the options mean, or onboard staff don't know the operator's policy on moving people out of wheelchair spaces who aren't in wheelchairs and a wheelchair user needs to board. It's an inconsistent experience which appears to just lose vital information at an unacceptable frequency.

Indeed. And the fragmentation of the railway into a thousand pieces is hardly helpful

 

[Segedunum]

And why has it taken six months to close out the complaint?? I used to handle staff complaints. Never had one go above six months. Or even close to that.

Having handled Passenger Assist complaints in the exact same team previously - it'll be because it's run by First but not GWR, so there'll have been a constant waiting and back and forth.

I've also rang up stations before investigating complaints and been met with 'oh that person isn't in today' or 'I can't remember that' and so on and so forth.

GWR at Paddington from my experience were *usually* good and well-versed in providing assistance. The one thing that baffles me too is a staff member telling her to buy a ticket to go back to Bath? When the railway has made an absolute pig's ear of something like this the last thing you do is tell someone they need to pay more (on top of being delayed).

I will also refute any claims from anyone that staff "don't care". There will always be a small minority that are clearly not in the right line of work, but by and large, they very much do care.

 

[3rd rail land]

Indeed, and the passenger states that staff on board confirmed multiple times during the journey that they were getting off at Bath. What then happened to that vital information?

This does seem to be where it all fell apart. That information never reached the necessary person(s) at Bath. In addition surely the onboard staff knew about the short platform at Bath?

 

[AlterEgo]

This does seem to be where it all fell apart. That information never reached the necessary person(s) at Bath. In addition surely the onboard staff knew about the short platform at Bath?

If it was a 10 car then the front set may not have a guard, and only a Lead Host, who may not have that level of route knowledge.