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“Please help me persuade Transport for London to properly train bus drivers on how to handle disabled passengers” – Laurie Paschal

Description

Laurie Paschal

On Saturday the 25th of February, my family and I were trying to catch a bus from near the Aquarium to the Imperial War Museum. One of our sons is in a wheelchair. When bus 159 stopped, there was a woman with a pram in the wheelchair spot. She promptly moved when she saw we were wanting to get on with our son. The problem was the bus driver. He refused to put the ramp out to let us on. He sat and argued with my husband and another gentleman for at least 5 full minutes that he did not have to let my son on the bus because of the pram, even though the pram had already been moved out of the way. We did end up getting on the bus, but I had to lift my son and his chair over an almost 2 foot gap from the curb. Since I've complained about incompetent and rude bus drivers before, I know they are supposedly trained in how to handle those with disabilities. This driver obviously missed out on that training. He also refused to give us his name when we asked for it. I do have a picture I took of him with my phone, but unfortunately, it did not turn out very clear.

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Problem History

  • 1 Laurie Paschal reported the issue on FixMyTransport. close 14:14 28 Feb 2012
  • 2 Laurie Paschal wrote to Transport for London close 14:14 28 Feb 2012

    Here is the letter that Laurie Paschal wrote.

    Rude Driver refused to put ramp out for child in wheelchair

    On Saturday the 25th of February, my family and I were trying to catch a bus from near the Aquarium to the Imperial War Museum. One of our sons is in a wheelchair. When bus 159 stopped, there was a woman with a pram in the wheelchair spot. She promptly moved when she saw we were wanting to get on with our son. The problem was the bus driver. He refused to put the ramp out to let us on. He sat and argued with my husband and another gentleman for at least 5 full minutes that he did not have to let my son on the bus because of the pram, even though the pram had already been moved out of the way. We did end up getting on the bus, but I had to lift my son and his chair over an almost 2 foot gap from the curb. Since I've complained about incompetent and rude bus drivers before, I know they are supposedly trained in how to handle those with disabilities. This driver obviously missed out on that training. He also refused to give us his name when we asked for it. I do have a picture I took of him with my phone, but unfortunately, it did not turn out very clear.

  • 3 [email address] responded to Laurie Paschal close 14:15 28 Feb 2012
    Thank you for your email. We can now confirm that this has been
    received.

    For further information about the Surface Transport Complaints
    and Feedback Policy including timescales, please see
    [1]http://www.tfl.gov.uk/corporate/about-tf...

    Problems with roadworks or other street faults? In support of
    the Mayor’s Streetworks Code of Conduct to help cut congestion,
    please report these issues by visiting
    [2]http://www.tfl.gov.uk/roadusers/reportas...

    show quoted sections

    References

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    1. http://www.tfl.gov.uk/corporate/about-tf...
    2. http://www.tfl.gov.uk/roadusers/reportas...
  • 4 Andrew Rossiter commented close 14:19 28 Feb 2012

    well, even though i don't live there, i support your goals 100 percent...

  • 5 Dave H commented close 16:22 29 Feb 2012

    Arriva Brixton Garage vehicle - all will be recorded on CCTV but you'll need to be quick to stop it being written over. At 5 minutes your bus would have been almost overtaken by the one behind.

    Given the possible delay in processing is there a way to get CCTV records secured with a quick e-mail

    For serious incidents there is always the option for the Police to call at the traffic office and secure the recordings but for less serious complaints?

    Someone might also comment on whether this should be reported to London Travelwatch if the response is slow or inadequate.

  • 6 Myf Nixon commented close 17:31 29 Feb 2012

    Arriva's customer services phone number is 0844 800 44 11 and I would very much hope that their operatives would be trained in how to deal with issues like this when they are reported - particularly, Laurie, if you mention the CCTV footage and the bus number etc.

    The Brixton garage number is 020 82710101 - but you might get a less polished response from them?

    Finally, as TFL manages the bus operations in London, they might be able to help: 0845 300 7000.

    anorak
    admin
  • 7 Christine Tuckett- Walke commented close 17:46 29 Feb 2012

    Laurie- Can you call the local news station there? Sometimes that will get more attention and something will be done! Sad!

  • 8 PR (Customer Services) responded to Laurie Paschal close 14:25 09 Mar 2012
    Our ref:  2525301

    Dear Mrs Pachal

    Thank you for your e-mail concerning a route 159 bus driver on
    25 February.

    To assist with our enquiries would you kindly confirm the time
    of the incident.

    We look forward to hearing from you

    Yours sincerely

    Customer Services Office

    Arriva London

    show quoted sections
  • 9 Peter Dixon commented close 21:41 11 Mar 2012

    Hello Laurie

    FixMyTransport volunteer here.

    To respond, please open message number 8 and hit the blue button at the bottom of the message.

    Kind regards

    anorak
    admin
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