A recent train journey meant to celebrate a significant birthday turned into a distressing ordeal for a disabled passenger and her husband. The couple, who traveled to London on Avanti West Coast, paid £500 for first-class tickets, primarily for the accessible toilet facilities they believed would be available. The woman, a wheelchair user, and her husband, who also serves as her carer, encountered unexpected challenges when the accessible toilet was found closed.
Initially, Avanti West Coast proposed "offloading" the couple at the next stop, which was seven carriages away. The suggestion was met with outrage as it was perceived as demeaning and insulting. The family sought a resolution by contacting Avanti West Coast directly to address the troubling experience.
Following the complaint, Avanti West Coast issued an apology for their initial handling of the situation. They offered a full refund for the tickets purchased and provided new tickets for future travel, acknowledging the inconvenience caused. The company also extended an offer for a phone call with their accessibility and inclusion manager to personally apologize and discuss improvements to ensure such incidents do not recur.
"We’ve also offered a phone call with our accessibility and inclusion manager to apologise directly, and speak to them about the circumstances of their journey to ensure lessons are learned," – Avanti West Coast
The writer's mother holds a disabled persons railcard, which grants a third off travel for both herself and a companion. Despite this entitlement, the family opted for first-class travel to ensure comfort and accessibility during their journey. The incident highlights ongoing challenges faced by disabled passengers in accessing reliable and dignified travel experiences.
For those who wish to share similar experiences or seek guidance in consumer matters, the writer's contact information is available. Interested parties can reach out via email at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU.