Great Western Coffee Shop

Journey by Journey => London to Reading => Topic started by: TaplowGreen on September 23, 2016, 09:18:02



Title: Disabled customer "humiliated by GWR staff"
Post by: TaplowGreen on September 23, 2016, 09:18:02
http://www.sloughobserver.co.uk/news/14746316.Train_provider_apologises_after_disabled_woman_was_left__humiliated__at_treatment_from_rail_staff/?ref=fbshr

Not a good way to treat disabled customers, and this has attracted a lot of attention locally.

At least there is an apology.



Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 23, 2016, 09:28:54
But did she research the facilities / method recommended on the requisite websites, being recently disabled?

A coach/flight journey would have been the same if she had just rocked up without discussing her situation in advance. I have some sympathy with the train company - but the staff at Burnham should have used some initiative.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: trainer on September 23, 2016, 09:30:51
The official response although containing an apology and an explanation of what should have happened doesn't address the matter of the staff attitude, which of course we only have one side of and may be coloured by high emotion and the humiliation felt. Having not dealt with the situation correctly (and I cannot tell where fault lies with that) any frustration that the staff had at being put in a difficult position should have been taken out away from the paying customer.

Incidentally, are there no ramps to go from the platform to the train at any of these stations?  I don't understand why one wasn't deployed causing non-railway staff to be involved in a lift of the wheelchair.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 23, 2016, 09:35:49
Maybe there was only a booking office clerk - with additional help being provided if booked through customer care as suggested on their website.

As I said, it looks very likely that the person simply rocked up unannounced. She ought to have had the options supplied, which I suspect from Burnham is a taxi to Slough where level access with lifts is the norm.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: chrisr_75 on September 23, 2016, 09:50:22
Maybe there was only a booking office clerk - with additional help being provided if booked through customer care as suggested on their website.

As I said, it looks very likely that the person simply rocked up unannounced. She ought to have had the options supplied, which I suspect from Burnham is a taxi to Slough where level access with lifts is the norm.

Can I suggest you read the article with a little more care:

Quote
But she claims staff did not help her off the train in London, and despite informing Great Western Railway (GWR) staff at Paddington of her destination on the way home, nobody greeted her at Slough station to help her disembark.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 23, 2016, 09:53:57
I think the instructions are to book ahead, not on travel?


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: chrisr_75 on September 23, 2016, 10:06:31
I think the instructions are to book ahead, not on travel?

Travel time Paddington to Slough (a permanently staffed station I expect?) is what, 20-25 minutes or so?

One simple phone call from Paddington to Slough is all that is needed, even if it is slightly contrary to the rules, surely someone could be waiting to help this lady off the train by the time it arrives?

FFS, she is in a wheelchair (and not been for long - maybe she hasn't found the minuscule print on some well hidden web page yet), bend the bloody rules a bit, use some initiative and do the decent human thing and help someone.  ::)

Also this from network rails web page about Slough station:

Quote
Staff assistance is available; please request assistance from any member of staff if you have not booked assistance in advance.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: TaplowGreen on September 23, 2016, 10:08:21
ChrisB - perhaps you might try to move out of what appears to be your default space where the customer is always wrong, and perhaps consider that having been recently confined to a wheelchair, slavishly following the processes and procedures of a railway company to the letter may not be top of her list?

It's very easy to fold your arms, take a position and tap the rulebook..............but better by far to work around the customer and in this case, take it on the chin and show a bit of compassion rather than constantly looking for ways to find a reason not to.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 23, 2016, 10:22:53
I'm referring to the public habit of buying something for the first time & not bothering to understand the process of how it works - laptops/IT being another example - pax seem to think it all works out of the box without needing to understand how it all works - and then scream when something goes wrong. If they'd bother to read the manual, most of it is in there (yes, I know manuals tend to be online)

Spend a few minutes or so reading up & everything goes a lot more smoothly - in many ways of life. But people can't be ar*ed to find that time, and assume they can always get immediate answers to their sloveness.

I very much doubt a call could be put in to Slough within 20 minutes frankly - the person asked wouldn't be able to leave the place of work, may not even have access to the Paddington offices to make the call, or even have a radio to ask someone else with a radio in a position to make that call. The railway is set up to run trains, especially at rail hubs - they don't have staff sitting around waiting to make these type of calls.

That is why I have some sympathy with Rail companies in this case. If you want immediate responses to things like this then someone needs to pay for it....in the meantime, an acceptable process is in place, ansd pax need to know that they need to follow it for a seamless journey.

I suspect this passenger is still proud of her independence & failed to realise that her newly found disability means loss of some of this.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: TaplowGreen on September 23, 2016, 10:43:18
I'm referring to the public habit of buying something for the first time & not bothering to understand the process of how it works - laptops/IT being another example - pax seem to think it all works out of the box without needing to understand how it all works - and then scream when something goes wrong. If they'd bother to read the manual, most of it is in there (yes, I know manuals tend to be online)

Spend a few minutes or so reading up & everything goes a lot more smoothly - in many ways of life. But people can't be ar*ed to find that time, and assume they can always get immediate answers to their sloveness.

I very much doubt a call could be put in to Slough within 20 minutes frankly - the person asked wouldn't be able to leave the place of work, may not even have access to the Paddington offices to make the call, or even have a radio to ask someone else with a radio in a position to make that call. The railway is set up to run trains, especially at rail hubs - they don't have staff sitting around waiting to make these type of calls.

That is why I have some sympathy with Rail companies in this case. If you want immediate responses to things like this then someone needs to pay for it....in the meantime, an acceptable process is in place, ansd pax need to know that they need to follow it for a seamless journey.

I suspect this passenger is still proud of her independence & failed to realise that her newly found disability means loss of some of this.

It really beggars belief that attitudes like this still exist, especially from someone who works in a public service industry......it is 2016 by the way Chris.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 23, 2016, 10:47:16
I don't work in a public service industry....I don't recollect any public discussion on a change in public attitudes surrounding this. The expectations seem to have changed willy-nilly, without agreement. I don't have a problem per se, but allowances have to be made while the service sector catch up (and decide how it's paid for!)


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: Tim on September 23, 2016, 11:55:01
Sure she should have booked ahead and failure to do that might excuse that no one was waiting to help at Slough.  It doesn't excuse a refusal to help her at Burnham.  If someone turns up needing help whether or not they are expected, trying to help them as best you can should be a natural human response and if staff at Burham don't have that attitude then they ought not to be in a customer service industry. 

 


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: lordgoata on September 23, 2016, 12:09:57
I'm referring to the public habit of buying something for the first time & not bothering to understand the process of how it works

No one understands how anything on the railways work anyway. Before I started reading this forum I had dreams of travelling around the country on the trains. Since reading these forums, I can't think of anything worse due to all the bloody rules, byelaws and whatever other stuff is buried away that I don't know or understand, for fear of being strung up for misunderstanding or having wildly over the top expectations.

Quote
The railway is set up to run trains

Silly me, I thought it was set up to serve its customers!




Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 23, 2016, 12:18:09
It does, and does, but if expectations change reasonably quickly without dialogue, of course they'll be left behind to catch up. You show me a (quasi-)monopoly / publicly-owned company that doesn't catch up & actually changes expectations of their customers (for the better, obviously)


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: chrisr_75 on September 23, 2016, 13:30:30
Sure she should have booked ahead and failure to do that might excuse that no one was waiting to help at Slough. 

As I quoted earlier, even network rails own website states that if you have not booked assistance in advance, to just ask any member of staff, which indicates no requirement for advance booking. There are help points at Slough where assistance could be summoned if no staff on platforms. This lady could well have referred to the very same information that I found. Therefore, I think whether she actually did the research or not, the fact that you clearly do not need to book assistance in advance squarely puts the ball in network rail and GWR's court and the apology from GWR is entirely justified.

I agree that anyone with an ounce of humanity should naturally want to help, as demonstrated by the folk who helped her on and off the train without question - the best approach in this instance would be to help her out and provide the information on how to book assistance for her future use.

It really shouldn't be that difficult - London Underground are fantastic when I have seen blind or obviously disabled people arrive at a tube station - they are usually scooped up at the ticket barrier and escorted on to the train with the driver requested to wait until they're safely seated. Staff member always asks their destination and calls through to that station for the process to be reversed. Always done with dignity. Why GWR can't work like that is beyond me!


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 23, 2016, 13:42:54
I agree that anyone with an ounce of humanity should naturally want to help, as demonstrated by the folk who helped her on and off the train without question - the best approach in this instance would be to help her out and provide the information on how to book assistance for her future use.

Absolutely, and I indicated so much about the staff at Burnham above.
LU is staffed far better than GWR stations. The DfT need to stipulate requirements in the franchise, end of really.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: IndustryInsider on September 23, 2016, 13:45:08
I very much doubt a call could be put in to Slough within 20 minutes frankly - the person asked wouldn't be able to leave the place of work, may not even have access to the Paddington offices to make the call, or even have a radio to ask someone else with a radio in a position to make that call. The railway is set up to run trains, especially at rail hubs - they don't have staff sitting around waiting to make these type of calls.

Calls to stations ahead can, and do, get made frequently. 

Why GWR can't work like that is beyond me!

We need to remember that GWR deals with 100's of assistance requests per day, both booked and not booked, the vast majority of which go perfectly.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 23, 2016, 13:48:48
Quite - down to training at Burnham (but is that station manned all day?)


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: eightf48544 on September 23, 2016, 14:46:02
Burnham has by the way been slated for revamping with lifts, by Crosrail?

There was discussion of this very issue on R4 Today this am with regard to Southern, on the whole question of who gives assistance  to board  from on train staff whether they were called guard, train manager, supervisor etc.

The interesting point was made that by 2020 all trains will be "accessible " and that on board staff will be expected to help disabled board the train. This it was suggested  included the driver on DOO trains. It was also implied that disabled passengers would be able to "Turn up and go" if they could get on the platform. No mention of station staff.

However, it seems to me that the issue has  not been thought through, DOO and an unmanned station who picks up the delay minutes?

Unfortunately I don't have any answers unless  the whole country adopts TFLs approach of manning stations for the full service. Which will include Burnham when it becomes Crossrail.



Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 23, 2016, 15:25:30
Crossrail is a TfL contract, so staffing from 1st to last train. Whether that includes platform staff, I don't know but would imagine multi-skilled possibly that can work there.

"by 2020", you mean an EU Directive to be implemented by that date - which of course, will not apply to the UK unless the UK Government re-confirm after Brexit is concluded.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: Billhere on September 23, 2016, 17:16:27
I think there are a few issues here before it all gets a bit heated.

I see from the Slough Observor report that she was in a mobility scooter. What size was it because there are restrictions anyway on the size allowed to be carried? According to the GWR Assisted travel and Accessibility information if it exceeded 65cm wide it cannot be carried on a Turbo. I had the unpleasant job many years ago of telling a lady passenger that she wasn't allowed to travel from Hungerford to Newbury with her four wheel scooter because it was too large. And that was after she kicked up a real stink about access and assistance as here.

Only when it was looked into properly was it discovered it was oversize anyway and not allowed and she was refused travel with it.               

That same document also advises to arrive thirty minutes early and request assistance from staff. Was that done?

Please correct me if I am wrong but isn't Burnham an island platform which requires access via stairs from a subway under the tracks so there would be no access for anybody who isn't able enough to climb stairs. Here is an excerpt from the FGW site on facilities at Burnham.

Staff Help Available
Monday to Friday – 06:10 to 19:30 Saturday – 08:10 to 15:00 Sunday – 09:15 to 16:45 Staff assistance is available; please request assistance from any member of staff if you have not booked assistance in advance. Please note station is staffed part time only.

This station does not offer
Accessible Booking Office Counter, Accessible Public Telephones, Accessible Taxis, Accessible Ticket Machines, Impaired Mobility Set Down, Ramp For Train Access, Step Free Access, Wheelchairs Available

Funnily enough the article also says she was on her first journey in a scooter from Burnham to London. Really?

There are too many inaccuracies in the report to believe it one hundred per sent. As for the rudeness of staff quite often that is the resort of those wanting to really hammer home their complaint knowing that those allegedly concerned will never get their say.

Hard, yes, well afraid so. Stand by for the flack, but a little bit of research would have found that her journey wasn't possible. Everybody will help everybody if they can, but I think this has been stretched a bit.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: TaplowGreen on September 23, 2016, 17:38:23

Funnily enough the article also says she was on her first journey in a scooter from Burnham to London. Really?


Nichola Charvis, from Burnham, said her confidence was destroyed as she made her first solo journey in her wheelchair from Burnham to London Paddington.
Miss Charvis, 31, suffers from a neurological condition which means it is difficult for her to walk. She attempted the journey on Wednesday last week to try and build confidence having only been wheelchair-bound since July
.

I'm not sure what's "really?" about that, unless on top of everything else you're calling her a liar?

If so, it's rather strange that GWR, having (presumably) investigated rather than just speculated, have apologised and admitted that "We’re really sorry Nichola had a bad experience travelling with us, this did fall short of the standards we set to provide for our customers".

Anyhow no doubt her confidence is totally shattered now, and it'll no doubt be a relief to certain members of the GWR fraternity that they will probably have one less pesky disabled person to deal with.

Is it really so painful for the GWR/railway advocates on here to admit that maybe, just maybe, the railways get it wrong sometimes and need to up their game? (especially as the Company admits this is the case) - you will probably find that the sky doesn't fall in.

Let's all hope for our own sakes that we never find ourselves in the same position.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: chrisr_75 on September 23, 2016, 17:42:30
This raises an interesting question - how do you differentiate between a mobility scooter and a powered wheelchair? Do the equal opportunities law even permit making this differentiation this if the user is registered as disabled?


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: LiskeardRich on September 23, 2016, 18:49:39
Mobility Scooters are not permitted on buses. Is it the same with the trains? Or was it an electric wheelchair being misreported?

Mobility Scooter:

(http://www.kudosdirect.com/shop/images/Colt%20excutive.jpg)

Electric Wheelchair:

(http://www.wheelchaircompany.co.uk/custom/images/products/hires/Excel-X-Power-5.jpg)

In all honesty if I was new to a wheelchair I would be researching accessibility before I make any journey to ensure it is possible, no stairs, lift or level access. It sounds like she lacked responsibility for planning her trip, and the railway lacked customer service to her travel.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 23, 2016, 18:58:34
That's effectively what I was saying badly


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: Billhere on September 23, 2016, 19:11:36
Nichola Charvis, from Burnham, said her confidence was destroyed as she made her first solo journey in her wheelchair from Burnham to London Paddington.
Miss Charvis, 31, suffers from a neurological condition which means it is difficult for her to walk. She attempted the journey on Wednesday last week to try and build confidence having only been wheelchair-bound since July.

I'm not sure what's "really?" about that, unless on top of everything else you're calling her a liar?


No, I am not because if you read the article further she was said to be travelling from London to Burnham. So, how did she get to London to travel back, it certainly wasn't from Burnham because as it appears that Burnham has no facility for dealing with disabled passengers. Reading it again it may have been from Slough where they have disabled facilities, so why try travelling to Burnham where they haven't.

If so, it's rather strange that GWR, having (presumably) investigated rather than just speculated, have apologised and admitted that "We’re really sorry Nichola had a bad experience travelling with us, this did fall short of the standards we set to provide for our customers".

The usual corporate response when dealing with a reporter who demands a quick answer with little time to provide a considered and investigated response, although we don't know the time frame for that.

Is it really so painful for the GWR/railway advocates on here to admit that maybe, just maybe, the railways get it wrong sometimes and need to up their game? (especially as the Company admits this is the case) - you will probably find that the sky doesn't fall in.

Everybody gets it wrong sometimes, but it is easy to present a one sided case and blame the system as a whole.

Let's all hope for our own sakes that we never find ourselves in the same position.

Indeed, but if it does I will be investigating the in and outs of everything before I venture out. As richardwickwar says "In all honesty if I was new to a wheelchair I would be researching accessibility before I make any journey to ensure it is possible, no stairs, lift or level access. It sounds like she lacked responsibility for planning her trip, and the railway lacked customer service to her travel" Exactly.

Too many unanswered questions due to lack of information and poor reporting. I am afraid public transport is an easy target and will be leapt upon by the press.

Protective, yes I suppose so, but I am an advocate of fairness, and this is certainly very unfair, it isn't all the railways fault.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: Bmblbzzz on September 23, 2016, 20:55:58
Regardless of the rights and wrongs of this particular case, the deeper issue illustrated is to what extent public transport should be fit to carry electric wheelchairs (and smaller mobility scooters*), and how accessible public transport should be for wheelchair users without assistance.

*It's my understanding that mobility scooters come in two basic types: small, slow ones for use on pavements and large, fast(er) ones to be used on roads – these have lights and indicators.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 23, 2016, 21:18:42
The road-going ones aren't permitted in shopping centres/shops, so why on public transport? They are made for roads....

Secondly, the age of trains exceed the life design of these 'vehicles'. So maybe design new trains to accept? But by the time they appear on the eails, they'll have redesigned these vehicles. You couldn't win


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: dviner on September 24, 2016, 00:21:06
Having been a regular user of Burnham station in the past, when I saw it mentioned in conjunction with wheelchairs my first thought was that there would be tears before bedtime...

Small island platform on an embankment accessed by stairs. If I remember correctly, it was quite a step between the platform and the train as well. That's one wheelchair-unfriendly station.

Here's a thought - perhaps the staff at Burnham being "unhelpful" may have been due to it being a really bad idea to get a wheelchair (or mobility scooter) off the train, as they don't have a ramp*, and would then be faced with getting wheelchair and occupant down the stairs.

Meanwhile, both Slough and Maidenhead both have lifts, ramps and level access.

I've a feeling that a wheelchair user would be faced with a similar situation if they were travelling northbound to my local station - once they got off they'd be faced with a serious footbridge to negotiate up and down. Easier to go to the next station up and use the (relatively recently installed) lifts to switch to the southbound platform and catch the next southbound-stopper.

*http://www.nationalrail.co.uk/stations/BNM/details.html (http://www.nationalrail.co.uk/stations/BNM/details.html)


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: chrisr_75 on September 24, 2016, 09:36:29
According to the report, she only ended up at Burnham because no-one had helped her off the train at Slough, despite informing staff at Paddington prior to departure.

I do wish posters would absorb all the primary details reported upon before commenting.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: IndustryInsider on September 24, 2016, 10:38:14
Probably the best course of action would have been to advise her to stay on the train until Maidenhead and then either get her on the next train back to Slough (making damn sure they were aware of her coming), or offer her a taxi from Maidenhead to her destination.

Certainly having a 'guard' on board does make this situation less likely to happen as there's a good chance the driver didn't even know she was on board*, let alone where she was going, whereas a guard would probably have been made aware.

Ultimately a mistake from GWR compounded by a very unsuitable station next along the line and, according to her reports, rude and unhelpful staff.  Like I said though, the assisted travel arrangements normally do work without a hitch - though there's always ways of trying to make it better of course.

* The one area where things could be immediately improved is if the driver on DOO services is made aware by staff of location and destination of passengers where assistance is essential.  They sometimes are, but by no means always.  They need not get directly involved, but can at least summon assistance if it is not forthcoming.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: chrisr_75 on September 24, 2016, 11:20:40
The one area where things could be immediately improved is if the driver on DOO services is made aware by staff of location and destination of passengers where assistance is essential.  They sometimes are, but by no means always.  They need not get directly involved, but can at least summon assistance if it is not forthcoming

This is exactly why I mentioned the way LUL handle these things - it seems to work quite well whenever I have witnessed it, although obviously requires platform/gate line staff being present and sufficiently on the ball


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: dviner on September 24, 2016, 17:38:45
According to the report, she only ended up at Burnham because no-one had helped her off the train at Slough, despite informing staff at Paddington prior to departure.

I do wish posters would absorb all the primary details reported upon before commenting.

The report skipped around a bit in it's timeline, but putting it back into sequence, it goes:

  • Staff at Burnham refused* to help her board (helped by friend and member of public)
  • No staff helped her off the train when it arrived at Paddington
  • On return journey staff encouraged her to get off at Slough, as Burnham does not have step-free access
  • Left on train at Slough as no staff to help her off
  • Continued to Burnham
  • Staff at Burnham initially refused to help her off the train, but were eventually persuaded.

* "refused" being the wording in the article.

Burnham isn't a great station for the able-bodied let alone ones with mobility issues, and the National Rail site states there is no step-free access, and no ramps. I suspect that the DMUs that service the station don't carry ramps either, so getting a wheelchair or mobility scooter on and off the train will be a matter of manual lifting - and that's before bringing the steps to and from the platform into consideration. Therefore, it's no surprise to me that the staff at Burnham would be unwilling to help.

I'm ignoring the claims of rudeness.



Title: Re: Disabled customer "humiliated by GWR staff"
Post by: TaplowGreen on September 24, 2016, 21:41:43
............so what lessons do GWR take from this incident (taking into account that they have apologised and acknowledged that the service and the customers experience was not what it should have been), and what should they do to prevent a reoccurrence or similar failure?

It's an ideal example of failure to use as a case study. Feedback is a gift, and any good Business will use it to highlight and address failures in process, learn and improve. If I was the customer, receiving a letter detailing what went wrong from GWRs perspective and what is going to be put in place to prevent it happening again would be extremely powerful. It's certainly something that my organisation does, but then again we put the customer first.

I'm told that consideration is being given to a "You said - we did" area on the GWR website - a great idea, and one that would give some credibility to GWR's claims of commitment to customer service, rather than simply saying "we have logged your comments".


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: IndustryInsider on September 25, 2016, 12:18:47
............so what lessons do GWR take from this incident (taking into account that they have apologised and acknowledged that the service and the customers experience was not what it should have been), and what should they do to prevent a reoccurrence or similar failure?

They could do what I suggested in post #30 for a start.  They could delve into the reasons why assistance wasn't forthcoming at Slough on the return journey as most of the rest of the issues wouldn't have happened if that error hadn't been made - it may well have been something as simple as a human mistake - that can happen, TG in any business, but the processes can be looked into and perhaps tightened up.

And then there's the longer term things like making the trains more disabled friendly in general (Call for Aid button by the disabled seating on the new 387s being an example - as the crew can be alerted if assistance isn't forthcoming), installation of lifts at busier stations where practicable (Burnham is of course getting lifts for Crossrail as are all the other stations), Slough and Maidenhead have had lifts installed quite recently.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 25, 2016, 16:18:15
According to the report, she only ended up at Burnham because no-one had helped her off the train at Slough, despite informing staff at Paddington prior to departure.

I do wish posters would absorb all the primary details reported upon before commenting.

Did you read it? Coz it says she went from Burnham to Pad in the second para, and was not helped off at Pad. No one would have known she was on the train if she hadn't booked assistance & would likely have been found by the cleaners (not trained to help!)


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: chrisr_75 on September 25, 2016, 18:10:27
According to the report, she only ended up at Burnham because no-one had helped her off the train at Slough, despite informing staff at Paddington prior to departure.

I do wish posters would absorb all the primary details reported upon before commenting.

Did you read it? Coz it says she went from Burnham to Pad in the second para, and was not helped off at Pad. No one would have known she was on the train if she hadn't booked assistance & would likely have been found by the cleaners (not trained to help!)

Yep, absolutely. She went from Burnham to Paddington first, helped onto the train by a friend. Return journey she informed staff at Paddington who advised her to travel to Slough as it is the nearest accessible station to Burnham. Not helped off the train at Slough so was over carried to Burnham.

Network Rails own website, which I provided a link to, clearly states that no booking is necessary for assistance at Slough station.

I suggest you refer to the précis of events provided by dviner a couple of posts above.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: Eliza on September 28, 2016, 10:41:49
My husband has been using Assisted Travel very successfully for the past 3 or so years.  Initially, it was to request priority seats for him and me at the end of the carriage, because his walking is limited. Now, it's also to request help to board, where the station staff carry on his folded, manual wheelchair, which is treated as luggage, and they usually take the suitcase as well.  We tend, where possible, to travel on HSTs or Voyagers and avoid trains with non-reservable seats.  The station staff, who help us, are all very pleasant.  Through experience, we know that CrossCountry has more accessible toilets on its trains than GWR, and that their press button doors are easier to operate than GW's handle etc, etc.

I often wonder if the system could cope, if more and more elderly and/or disabled passengers travelled, with each traveller requiring individual attention.




Title: Re: Disabled customer "humiliated by GWR staff"
Post by: IndustryInsider on September 28, 2016, 11:46:08
My husband has been using Assisted Travel very successfully for the past 3 or so years.  Initially, it was to request priority seats for him and me at the end of the carriage, because his walking is limited. Now, it's also to request help to board, where the station staff carry on his folded, manual wheelchair, which is treated as luggage, and they usually take the suitcase as well.  We tend, where possible, to travel on HSTs or Voyagers and avoid trains with non-reservable seats.  The station staff, who help us, are all very pleasant.  Through experience, we know that CrossCountry has more accessible toilets on its trains than GWR, and that their press button doors are easier to operate than GW's handle etc, etc.

I often wonder if the system could cope, if more and more elderly and/or disabled passengers travelled, with each traveller requiring individual attention.

Good to hear you've not had any problems, Eliza.  Good point regarding the toilets, though hopefully with the arrival of the new trains for GWR you will find the imbalance in access is resolved.

Interesting point regarding how the system will cope with more assisted travellers.  Obviously when you build the facilities into stations and trains it will encourage people to travel who may otherwise have been deterred.  Obviously a good thing it that respect, but it will put more and more strain on the staff and the system.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: BBM on September 28, 2016, 14:11:59
http://www.bbc.co.uk/news/uk-england-berkshire-37493466 (http://www.bbc.co.uk/news/uk-england-berkshire-37493466)

Quote
An eight-time Paralympic gold medallist says she was "stranded" on a train waiting for an exit ramp.

Sophie Christiansen, who won three gold medals in dressage at the Rio games, commutes from Maidenhead to London for her job as a technology analyst.

The wheelchair, who has cerebral palsy, user took to social media after a ramp on a Great Western Railway (GWR) train was not available.

GWR and Network Rail have not commented on the issue.

The 28 year old, who was awarded an OBE in 2013 for her services to equestrianism, said on her Twitter account on Monday: "What a welcome back by @NetworkRailPAD and @GWRUK - no ramp off train!"

She said: "I travel quite regularly into London. While I am grateful for the assistance I do get... quite often there is a breakdown in communications between the two stations and I end up stranded on a train with no ramp."

Currently disabled passengers are expected to book disabled access assistance up to 24 hours in advance of their journey.

Independent watchdog Transport Focus found that four in 10 passengers who booked disabled assistance did not receive any aid.

Miss Christiansen said: "I think in this day and age I just find that unacceptable. If able-bodied people can travel spontaneously, why can't we?"

Transport Focus passenger director David Sidebottom said: "The spontaneity of train journeys is something that needs to be improved for disabled users."

Miss Christiansen said she would be willing to help develop an app on behalf of GWR to allow disabled people to book assistance.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 28, 2016, 14:21:00
Problem solved as soon as Crossrail takes over the station


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: TaplowGreen on September 28, 2016, 22:51:52
Problem solved as soon as Crossrail takes over the station
  "........not my problem mate"  ::)


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: Bmblbzzz on September 29, 2016, 00:11:53
My husband has been using Assisted Travel very successfully for the past 3 or so years.  Initially, it was to request priority seats for him and me at the end of the carriage, because his walking is limited. Now, it's also to request help to board, where the station staff carry on his folded, manual wheelchair, which is treated as luggage, and they usually take the suitcase as well.  We tend, where possible, to travel on HSTs or Voyagers and avoid trains with non-reservable seats.  The station staff, who help us, are all very pleasant.  Through experience, we know that CrossCountry has more accessible toilets on its trains than GWR, and that their press button doors are easier to operate than GW's handle etc, etc.

I often wonder if the system could cope, if more and more elderly and/or disabled passengers travelled, with each traveller requiring individual attention.

Good to hear you've not had any problems, Eliza.  Good point regarding the toilets, though hopefully with the arrival of the new trains for GWR you will find the imbalance in access is resolved.

Interesting point regarding how the system will cope with more assisted travellers.  Obviously when you build the facilities into stations and trains it will encourage people to travel who may otherwise have been deterred.  Obviously a good thing it that respect, but it will put more and more strain on the staff and the system.
Surely the ideal for both staff and disabled passengers would be to have such facilities that passengers required virtually no assistance. Step-free access to all platforms is an obvious and relatively easy, if potentially expensive, beginning; access from platforms to trains is somewhat harder – presumably something could be achieved by standardising the heights and platform to door gaps of all rolling stock and platforms, maybe enough to get most wheelchair and stick users across a much reduced gap, but would probably require rebuilding almost every platform and redesigning almost every carriage. So no.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: chrisr_75 on September 29, 2016, 00:53:00
access from platforms to trains is somewhat harder – presumably something could be achieved by standardising the heights and platform to door gaps of all rolling stock and platforms, maybe enough to get most wheelchair and stick users across a much reduced gap, but would probably require rebuilding almost every platform and redesigning almost every carriage. So no.

Again, something that London Underground have succeeded with, in terms of coming up with a cheap and cheerful alternative to the complete rebuilding of platforms - standardised rolling stock on each line or group of lines of course, but they have addressed the issue of platform to rolling stock height by installing a simple raised, ramped platform edge which coincides with the section of the train where wheelchairs can fit. Very simple and effective design solution.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: IndustryInsider on September 29, 2016, 01:34:52
I would imagine (and hope) that the central London Crossrail stations would have platforms as per the tube stations - I.e. the same level as the entrance door so no portable ramps required.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: grahame on September 29, 2016, 06:03:07
access from platforms to trains is somewhat harder – presumably something could be achieved by standardising the heights and platform to door gaps of all rolling stock and platforms, maybe enough to get most wheelchair and stick users across a much reduced gap, but would probably require rebuilding almost every platform and redesigning almost every carriage. So no.

Again, something that London Underground have succeeded with, in terms of coming up with a cheap and cheerful alternative to the complete rebuilding of platforms - standardised rolling stock on each line or group of lines of course, but they have addressed the issue of platform to rolling stock height by installing a simple raised, ramped platform edge which coincides with the section of the train where wheelchairs can fit. Very simple and effective design solution.

That ramp's on National Rail too - the "Harrington Hump" - and indeed it was specifically raised an an inclusivity / access day I attended on Tuesday.   I'm familiar with the on the Cambrian Coast; also at Exeter St Thomas


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: NickB on September 29, 2016, 09:36:29
Problem solved as soon as Crossrail takes over the station

The issue occurred at Paddington rather than Maidenhead. Are crossrail/tfl taking over Paddington?


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 29, 2016, 09:46:04
The platforms for Crossrail - yes,  I think so.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: chrisr_75 on September 29, 2016, 09:48:15
access from platforms to trains is somewhat harder – presumably something could be achieved by standardising the heights and platform to door gaps of all rolling stock and platforms, maybe enough to get most wheelchair and stick users across a much reduced gap, but would probably require rebuilding almost every platform and redesigning almost every carriage. So no.

Again, something that London Underground have succeeded with, in terms of coming up with a cheap and cheerful alternative to the complete rebuilding of platforms - standardised rolling stock on each line or group of lines of course, but they have addressed the issue of platform to rolling stock height by installing a simple raised, ramped platform edge which coincides with the section of the train where wheelchairs can fit. Very simple and effective design solution.

That ramp's on National Rail too - the "Harrington Hump" - and indeed it was specifically raised an an inclusivity / access day I attended on Tuesday.   I'm familiar with the on the Cambrian Coast; also at Exeter St Thomas

I didn't realise they had been employed on the 'big' network too, credit therefore also due to NR & relevant TOC's!


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: Bmblbzzz on September 29, 2016, 11:57:23
Ooh, I've not seen those – or not noticed them, anyway. Hopefully they work better on rails than at bus stops, where sometimes the bus stops with its door alongside the built-up part, and sometimes one or two bus lengths behind it (or even a bus width away from the kerb!)


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: chrisr_75 on September 29, 2016, 14:07:41
Ooh, I've not seen those – or not noticed them, anyway. Hopefully they work better on rails than at bus stops, where sometimes the bus stops with its door alongside the built-up part, and sometimes one or two bus lengths behind it (or even a bus width away from the kerb!)

I think they're mostly on the Victoria line, though I am sure I have seen them on other parts of the network.

LUL as you may know have made a fine art out of accurate stopping and their trains don't normally get turned around at all, so they work quite well. Main downside appears to be the lack of joined up routes between accessible stations, which is slowly improving, but a long long way to go for TfL!


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: NickB on September 29, 2016, 19:08:25
The platforms for Crossrail - yes,  I think so.

Ah ok, just so that I've got this straight, once crossrail starts running disabled people can use it but they still should avoid GWR which is for able bodied people? 


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 29, 2016, 19:20:01
Don't put your words into my mouth!


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: NickB on September 29, 2016, 19:28:21
A tongue in cheek reply to a tongue in cheek reply.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 29, 2016, 23:44:53
Eh? My reply to your question certainly wasn't tongue-in-cheek


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: brizzlechris on September 30, 2016, 10:14:34
More from Sophie Christiansen on Twitter today...

Quote
Just chilling, waiting for a man with a ramp... It's not like I have work to get to or anything... #WheresTheApp @GWRHelp

https://twitter.com/SChristiansen87/status/781749471684259840

Quote
That's 2/2 journeys this week PAD haven't known about. Wouldn't an app make it easier for your staff? #NotGoodEnough #WheresTheApp

https://twitter.com/SChristiansen87/status/781754824882814976

Quote
@SChristiansen87 We have a system in place and staff will be aware of any booked assistance & happy to provide unbooked assistance too. -A

https://twitter.com/GWRHelp/status/781755237019287552

Quote
Clearly it needs looking at then with a 0% success rate this week. You'd get so many more travellers, with confidence in service @GWRHelp

https://twitter.com/SChristiansen87/status/781756232684142592


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: Bmblbzzz on September 30, 2016, 10:27:37
Ooh, I've not seen those – or not noticed them, anyway. Hopefully they work better on rails than at bus stops, where sometimes the bus stops with its door alongside the built-up part, and sometimes one or two bus lengths behind it (or even a bus width away from the kerb!)

I think they're mostly on the Victoria line, though I am sure I have seen them on other parts of the network.

LUL as you may know have made a fine art out of accurate stopping and their trains don't normally get turned around at all, so they work quite well. Main downside appears to be the lack of joined up routes between accessible stations, which is slowly improving, but a long long way to go for TfL!
Just coming back to these "humps", if I understand it correctly they allow a wheelchair user to simply wheel themself from the platform into the carriage without any ramp etc being needed. Is that right?


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 30, 2016, 11:38:37
Siphie Christiensen has to realise that there are still limitations & processes that she needs to follow. Not doing so & letting rip won't be getting her very far.

Yes. Of course it would be nice to turn up & go @ every station. Realistically, its far better now than a decade ago & is still improving but rverything costs money inc extra staff.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: IndustryInsider on September 30, 2016, 11:59:30
Siphie Christiensen has to realise that there are still limitations & processes that she needs to follow. Not doing so & letting rip won't be getting her very far.

It's Sophie Christiansen.  I'm not surprised she was 'letting rip' - I expect she was extremely frustrated to be let down twice in one week!  I think it's excellent that someone with a high profile is able to highlight problems with the system, as I've said before the majority of assistance requests go very smoothly, but where there are problems they need to be highlighted. 

She points out the possibility of developing an app (and offered to help develop it IIRC) which would be an excellent thing for ATOC to develop - a national app rather than each TOC having their own.  Imagine being able to book your assistance in advance easily and quickly on one of those rather than having to make time consuming phone calls.  That way, a person needing assistance could submit their entire journey via an app, rather than the cumbersome current arrangements where, as I understand it, you have to contact each operator with your requirements, some (like GWR) can be submitted online, but others (such as CrossCountry and Chiltern) require you to make a phone call.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 30, 2016, 12:27:34
So she approaches ATOC, even by twitter, rather than simply shouting generally from the rooftops? There are better ways about it, surely?
I don't think asking one TOC to develop their own is sensible, and you seem to agree, suggesting ATOC. Otherwise each TOC nay/may not develop their own, and an integrated solution is whats needed.

There must be suitable charities that would help her approach the right organisation?

There's nothing from Sophie that suggests she booked assistance, nor on what route. If she travelled again from Burnham with friends assistance, of course that won't work.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: IndustryInsider on September 30, 2016, 12:36:50
So she approaches ATOC, even by twitter, rather than simply shouting generally from the rooftops? There are better ways about it, surely?
I don't think asking one TOC to develop their own is sensible, and you seem to agree, suggesting ATOC. Otherwise each TOC nay/may not develop their own, and an integrated solution is whats needed.

Well, doing it this way she's got us (and others within GWR no doubt) talking about it.  If she'd gone to ATOC I bet the chances of success would significantly diminish. 

Yes, as I said, it should be an integrated solution from ATOC that all the TOCs (and NR) access and deliver.  Shouldn't be too difficult as it's a national assistance system that's still used AIUI - developed from the original DPRS (Disabled Persons Reservations System) that was introduced very successfully by BR in the early 90s as an add-on to the CRS (Computer Reservations System).


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on September 30, 2016, 12:46:37
Indeed, a public link into said booking system shouldn't be too hard.

But a discussion on here & getting narky on the @GWRhelp twitter feed won't actually get her bery far if we're honest, will it?


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: chrisr_75 on September 30, 2016, 18:37:47
Ooh, I've not seen those – or not noticed them, anyway. Hopefully they work better on rails than at bus stops, where sometimes the bus stops with its door alongside the built-up part, and sometimes one or two bus lengths behind it (or even a bus width away from the kerb!)

I think they're mostly on the Victoria line, though I am sure I have seen them on other parts of the network.

LUL as you may know have made a fine art out of accurate stopping and their trains don't normally get turned around at all, so they work quite well. Main downside appears to be the lack of joined up routes between accessible stations, which is slowly improving, but a long long way to go for TfL!
Just coming back to these "humps", if I understahnd it correctly they allow a wheelchair user to simply wheel themself from the platform into the carriage without any ramp etc being needed. Is that right?

I think that is the intention if they are able to or powered, or for whoever they are being assisted by to wheel them in without manhandling them up a step. Same for pushchairs etc and of course they also help those people who can walk but may struggle with a large step.

As I recall, they also significantly close the gap between platform and train further assisting wheeled access.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: Bmblbzzz on September 30, 2016, 19:42:42
So she approaches ATOC, even by twitter, rather than simply shouting generally from the rooftops? There are better ways about it, surely?
I don't think asking one TOC to develop their own is sensible, and you seem to agree, suggesting ATOC. Otherwise each TOC nay/may not develop their own, and an integrated solution is whats needed.

Well, doing it this way she's got us (and others within GWR no doubt) talking about it.  If she'd gone to ATOC I bet the chances of success would significantly diminish. 

Yes, as I said, it should be an integrated solution from ATOC that all the TOCs (and NR) access and deliver.  Shouldn't be too difficult as it's a national assistance system that's still used AIUI - developed from the original DPRS (Disabled Persons Reservations System) that was introduced very successfully by BR in the early 90s as an add-on to the CRS (Computer Reservations System).
I wonder to what extent this is about her and how much her tweets etc are motivated by something "bigger": a sense of injustice and desire for change on behalf of disabled people generally, perhaps? I don't claim to read her mind (I haven't even read her tweets  ::)) so I'm just positing a possibility.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on October 02, 2016, 15:48:07
As she's only tecently experiencing disabked facilities (having been able-bodied & now needing a wheelchair to get around, its the shock of the transition & discovering her freedoms she used to enjoy are no longer there & reconciling that with her expectations (not having researched when able-bodied like most on here). She's expressing the fact that this reconciliation wasn't as she expected & possibly thinks they could be quite quickly?


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: IndustryInsider on October 02, 2016, 16:28:44
Are you saying that Sophie was able-bodied until recently?  She was born with cerebral palsy, so has never been 'able bodied' and has been grade 1a (most severely disabled) all her Paralympic career.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on October 02, 2016, 17:05:07
Ok, my bad. I thought I read that she had only taken t awheelchair recently, & read too much into that....


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: LiskeardRich on October 02, 2016, 17:10:15
Ok, my bad. I thought I read that she had only taken t awheelchair recently, & read too much into that....

Is there two different incidents being reported and muddled into one? The original disabled person it definitely said was recently disabled.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: dviner on October 02, 2016, 17:22:01
I wouldn't say it was two different incidents, but a set of similar incidents that are being reported from two sources - one of whom has only recently started using a wheelchair, while the other is a lifetime user.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: ChrisB on October 02, 2016, 17:49:05
I was definitely referring to the former, and misread again, asI thought the second report was by the aame person on another trip?


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: IndustryInsider on January 11, 2018, 23:51:37
I see that the new lift at Burnham is now working having been installed in tricky conditions for the best part of last year.  So, Burnham is now a fully accessible station.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: Western Pathfinder on January 12, 2018, 19:32:58
That's good to hear however both of the lifts that I needed to use at Paddington today were not working 😤


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: plymothian on January 12, 2018, 21:13:36
The Customer Assist system is creaking at the seams due to the explosion of people using it - not just persons with reduced mobility, but it's also being used as a portering service and staff cannot cope with demand especially if there is more than a couple of requests on one train, 2 or more trains arriving at the same time, or something taking longer than expected.

Take Exeter St David's just before Christmas, there were just under 300 BOOKED assistance requests on one single day, so disregarding turn-up-and-travel, with 3 dedicated assist staff, 4 agency, the duty station manager and the gateline staff trying to cope.

There are also people who book or need on spec assistance do not help themselves in many circumstances by making staff aware of their presence, especially if someone else has helped them on the train.

Assists at Paddington are slowed down too due to the sheer number of people alighting from the train that the buggy cannot safely drive along the platform until the majority of the people have left.

And Harrington Humps are not designed to allow level access to trains, they are only to reduce the step from the train on to the platform.  Without standardised rolling stock and standardised straight platforms, some of which can be done on the self contained TfL network, there will never be level boarding access across the national network.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: IndustryInsider on January 13, 2018, 11:25:03
Christmas assistance levels have always been far higher than average.  I remember we had 8 on one train at a station I was working at 20 years ago.  Two members of staff plus me available, so we had to prioritise those with the most need.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: CJB666 on April 28, 2018, 10:19:13
Witnessed bullying of a disabled couple at Paddington a few days ago. Disabled guy with crutches looking like he was in pain and his elderly wife disembarked from the front of a GWR electric on platform 12. They had luggage with them. The train had stopped almost to the buffer stops. The easiest way out for them was through the staff gate by the buffers to which - in their innocence - they were headed. The gateline goon across on platform 11 saw them and started blowing his whistle at them and gesturing wildly that they should NOT go that way, under no circumstances, no way, go back, .... Finally they seemed to understand and they then had to lummox their luggage and hobble up to the platform 12 gateline, and then all the way back down platform 12 to the main concourse. The excellent customer service thing to do would have been to simply walk round, check their tickets, and then let them through the staff gate. No - this goon had to make a loud song and dance about them, embarrass them in full view of the public, and treat them like shit. Having witnessed the full incident I told him his attitude was a disgrace and that I'd report him.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: grahame on April 28, 2018, 15:36:05
Not sure it's a good idea to suggest that the chap on platform 11 was a stupid or deliberately foolish person, nor that he was born out of wedlock.  Such suggestions are personal attacks (although disguised in common slang) which are outside our posting ethos here.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: JayMac on April 28, 2018, 16:07:01
No date, no time, no identifying description. Hardly 'personal'.

What it is though is an all too common demonstration of the attitude of a hard core minority of staff on the gateline at Paddington. Who revel in the tiny bit of authority they wield.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: grahame on April 28, 2018, 16:15:14
... is an all too common demonstration of the attitude of a hard core minority of staff on the gateline at Paddington. Who revel in the tiny bit of authority they wield. ...

It does appear that way - that's assuming that the person wasn't performing in a safety role (such as lookout for a person working on the platform 11 track) which meant he was unable to leave his post, and had Hobson's choice between shouting and appearing rude, or letting the couple walk all the way to the barrier just to have to walk back.


Title: Re: Disabled customer "humiliated by GWR staff"
Post by: devonexpress on April 28, 2018, 19:56:42

Funnily enough the article also says she was on her first journey in a scooter from Burnham to London. Really?


Nichola Charvis, from Burnham, said her confidence was destroyed as she made her first solo journey in her wheelchair from Burnham to London Paddington.
Miss Charvis, 31, suffers from a neurological condition which means it is difficult for her to walk. She attempted the journey on Wednesday last week to try and build confidence having only been wheelchair-bound since July
.

I'm not sure what's "really?" about that, unless on top of everything else you're calling her a liar?

If so, it's rather strange that GWR, having (presumably) investigated rather than just speculated, have apologised and admitted that "We’re really sorry Nichola had a bad experience travelling with us, this did fall short of the standards we set to provide for our customers".

Anyhow no doubt her confidence is totally shattered now, and it'll no doubt be a relief to certain members of the GWR fraternity that they will probably have one less pesky disabled person to deal with.

Is it really so painful for the GWR/railway advocates on here to admit that maybe, just maybe, the railways get it wrong sometimes and need to up their game? (especially as the Company admits this is the case) - you will probably find that the sky doesn't fall in.

Let's all hope for our own sakes that we never find ourselves in the same position.

You never have anything positive to say about GWR though.



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