Here is the letter that Claire Jones wrote.

Disability Access

I have blogged about my very poor experience of Sheffield station, 4 seperate incidents of access failure within one day.

Please see http://otonwheels.wordpress.com/2012/06/26/sheffield-access-fail-by-northernrailorg/

Access fail 1

I got to Sheffield and unfortunately despite checking with both the guy on the platform at Leeds and with the conductor on the train, there was no-one there to provide the ramp that I need to disembark the train.

Access fail 2

I went into the station, and went to the platform the train was leaving from. Knowing how often this is the critical time to make sure arrangements are properly made I looked out for station staff and train staff. Sure enough, several staff were floating around, so I made sure that I politely informed each of the that I was expecting to travel on the next rain to Leeds, that I would need the ramp, and that here I am, sitting next to the ramp ready for someone to attach it to the train so I can alight.

The train arrives, and I nervously drove the scooter in between the ramp and the train, all the time telling all the staff I could see that I needed someone to attch the ramp. Everyone was sure that “someone” would be along to do it. I felt that the time was approaching for the train to leave, and was on my phone. I could see the conductor and train staff get onto the train and close all the doors. Then, the train pulled away.

Sure enough, “someone” had failed to materialise and I had missed my train.

Access fail 3

Upon attemptingto board the Northern Rail train, the conductor stated that they wouldnt carry me and my electric scooter unless I could carry it onto the train myself. The supervisor helpfully printed off a policy document from Northern Rail stating that they did not agree to transport scooters, unless the mobility impaired person carried them onto the train themselves. So the conductor had been correct in interpreting company policy, it was actually an official policy to directly discriminate against people with disabilities and mobility isues.

Access fail 4

The train to Leeds arrived. The platform supervisor had the ramp set up into Standard. I asked him if he would mind moving the ramp as I had a First Class ticket and wanted therefore to travel in First Class.

So we went down the train. the platform supervisor joined me, swearing and muttering all the way down the train in a most unfriendly manner. He obviously didn’t see the reason why I should not want to accept his kind offer of help into Standard and insist on travelling in First.

We got the ramp up, and I drove on to the train. Suprise, suprise, there wasnt anyone in the disabled spot. There was a whole family’s luggage in the disabled spot. The family memebrs startted to remove the luggage with guilty faces, avoiding eye contact with me, and placed it all in the luggage spot.

Hello Claire,

FixMyTransport Admin here. Your report has been sent to EMT as they manage Sheffield Station. I can see that it partly concerns Northern Rail, though, so you may also want to bring them in. This is their email address, if you'd like to copy the pertinent part of your message.

Good luck - it certainly sounds like an issue well worth getting a response to.

Myf Nixon

I have recently blogged about a series of unexpectedly terrible experiences attempting to use your trains. Please see http://otonwheels.wordpress.com/2012/06/26/sheffield-access-fail-by-northernrailorg/

I have seen a print out of your company policy about not transporting mobility scooters unless a mobility impaired person is able to carry the constituent parts on to a train and place in a luggage rack. I believe this to be in contravention of the Equality Act 2005, the Disability Discrimination Act 1995, and very poor customer relations and business modelling to boot.

I expect a response

Have emailed Northern Rail to emphasise my belief that their carriage policy for people using scooters is not legal under the Equality Act 2005

Hi Claire, Do let me know if you want any advice from myself on this matter, as I can dig up policies and such. It sounds like there has been a communications breakdown, just as a point of information: East Midlands do have a JourneyCare number that you should ring if you wish to book assistance:

"We do ask for at least two working days notice to arrange assistance for your journey. As wheelchair space on the trains is limited, we advise that assistance is booked as far in advance as possible. If you want to travel sooner, or would like to discuss something in more detail, please contact the Assisted Travel team on 08457 125 678 option 3 (0800 - 2200) who will be happy to help"
(Source: www.eastmidlandstrains.co.uk)

While I appreciate sometimes journeys can be at short notice, I advise anyone to book assistance beforehand, and ensure you have the reference number with you to show the station staff (at the Customer Services Desk in Sheffield Station) or on board staff on the train.

Did you show your First Class ticket to the Platform Staff in Situation 3? That may be why the member of staff involved was not aware you wanted to be in that portion of the train. While it is a misunderstanding, communication is important from both yourself and the staff involved.

Let's hope you get some answers!