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Author Topic: Southern accused of not helping wheelchair user because train was late  (Read 30917 times)
grahame
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« on: May 09, 2017, 01:05:45 »

From The Mirror ...another Southern story.

Quote
Mum in wheelchair says Southern Rail inspector 'tricked her' into not boarding train as it was running late.

Rebecca Bartholomew, 37, said she was left embarrassed after being asked to move leg and when she did inspector closed doors and told her to wait for the next train

A disabled mum in a wheelchair has accused Southern Rail of refusing to help her board a train and even tricking her because they were running late.

Blasting bosses of the embattled rail operator, Rebecca Bartholomew, 37, said a ticket inspector would not help because the service was three minutes behind schedule.

As the train pulled away, the mum of one was left stranded on the platform and she missed a hospital appointment.

She claimed the inspector told her it was "Southern Rail policy" not to help the disabled if a train was running late .

I find the choice of photo location interesting too ...

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ChrisB
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« Reply #1 on: May 09, 2017, 08:11:16 »

Instructions are to book assistance. She's a regular-ish traveller & didn't.

But staff aren't trained to handle incidents like this sensitively....they just go by the book....
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trainer
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« Reply #2 on: May 09, 2017, 09:51:20 »

I find the choice of photo location interesting too ...

Presumably there were no staff around to react either 'sensitively' or 'by the book' when the photographer and subjects placed themselves in the middle of the tracks long enough for the despondent-looking complainant to be run over.  Without wishing to avoid the substance of the original issue, I'm not sure that endangering themselves helps the cause.
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TaplowGreen
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« Reply #3 on: May 09, 2017, 11:45:41 »

Instructions are to book assistance. She's a regular-ish traveller & didn't.

But staff aren't trained to handle incidents like this sensitively....they just go by the book....

There are rules and regulations which are learned, and then there is the basic human quality/instinct of helping those less fortunate than yourself....I'd like to think that the latter trumps the former? It is always, of course, easy to hide behind the book if you're lacking in said qualities.
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chrisr_75
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« Reply #4 on: May 09, 2017, 12:15:02 »

Avoiding passing any further judgements, I note with interest we currently only have a one sided story...
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Surrey 455
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« Reply #5 on: May 09, 2017, 18:32:29 »

I find the choice of photo location interesting too ...

The Green Cross Man will be appalled! Shocked
Looks like the Mirror have noticed that too. That photo is no longer on the story.

Although it appears from the photo that the crossing is a dead end, it was taken on a level crossing. Streetview
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trainer
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« Reply #6 on: May 09, 2017, 23:07:29 »

I find the choice of photo location interesting too ...
...

Although it appears from the photo that the crossing is a dead end, it was taken on a level crossing. Streetview

The opportunity to be knocked down by two modes of transport!  Priceless.
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Tim
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« Reply #7 on: May 10, 2017, 08:54:27 »

it was "Southern Rail policy" not to help the disabled if a train was running late .

[/quote]

surely that is not true?  If so how can it be legal?
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JayMac
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« Reply #8 on: May 10, 2017, 09:20:58 »

Instructions are to book assistance. She's a regular-ish traveller & didn't

Instructions are not a legal requirement. Assistance should be provided. The railway is turn up and go for the able bodied. Wherever and whenever possible, it should be the same for the disabled. That's why we have the Equality Act. Certainly at a staffed station, and a train arriving with a member of staff on board, there should be no reason not to assist a wheelchair user to board. Late running is no excuse.

In this case we do though only have one side of the story. I'd be interested to hear Southern's response.

The separate issue of the very stupid location to stop and pose for a photo should be investigated too.
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chrisr_75
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« Reply #9 on: May 10, 2017, 09:38:41 »


In this case we do though only have one side of the story. I'd be interested to hear Southern's response.


As mentioned previously, I think this is key. It is unfair to point the finger at Southern before they have had suitable opportunity to investigate and pass comment.

Quote

The separate issue of the very stupid location to stop and pose for a photo should be investigated too.


I suspect permission for taking photographs at this location was probably not sought (level crossing is NR» (Network Rail - home page) property) and this is why those photos have now disappeared from the Mirrors website.
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TaplowGreen
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« Reply #10 on: May 10, 2017, 20:19:24 »

Southern seem to have considerable form in this respect and seem to be moving backwards rather than forwards;

https://www.theguardian.com/commentisfree/2016/aug/01/southern-rail-service-disabled-passengers

http://www.standard.co.uk/news/transport/disabled-rail-passengers-march-on-london-bridge-in-protest-against-southern-rail-a3508451.html
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chrisr_75
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« Reply #11 on: May 11, 2017, 00:41:01 »

I doubt that that attitude is coming from Southern management as some kind of warped directive specifically designed to p-off disabled people. However, I can imagine that it could be the result of having a uninterested and disengaged workforce, who simply don't give a toss anymore, brought about by the ridiculous dispute that has been ongoing for some time.
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TaplowGreen
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« Reply #12 on: May 11, 2017, 06:53:35 »

I doubt that that attitude is coming from Southern management as some kind of warped directive specifically designed to p-off disabled people. However, I can imagine that it could be the result of having a uninterested and disengaged workforce, who simply don't give a toss anymore, brought about by the ridiculous dispute that has been ongoing for some time.

Anyone who has ever tried to effect change in an underperforming organisation, especially a public or quasi public sector setting such as the railways, will tell you that changing organisational culture is the biggest blocker of all.

An environment where  the "not my job/problem mate" or pointing to the "rulebook" is the default, blaming or trying to find reasons to blame customers for their own misfortune to cover up shortcomings and a management culture which allows that environment to develop or be sustained is generally the reason for it.

If you choose to work in a public service environment and have any pride in your work at all, you don't allow your customers, particularly those who are vulnerable through age or disability to suffer simply because you're having an ongoing dispute with the Boss.....like I say, this is about basic human nature.

If that's too much to ask, you probably need to ask yourself if you're in the right job.
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ChrisB
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« Reply #13 on: May 11, 2017, 07:57:27 »

AndCorbyn thinks the answer is to renationalise...
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