No help for disabled traveller

Wheelchair user Anna McNaughton was twice left stranded on a station platform when Southern Rail failed to deal properly with her request for help.

Now her mother Sue, of Wealdon Way, is describing her treatment as "horrendous" and calling for improved training for public transport staff.

Sue said: "I am so upset that Anna was treated in such an appalling way...It beggars belief."

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Anna, 22, who lives in Worthing, was travelling to Earl's Court to take part in an exhibition and demonstrate the new Liberator aid communication device she uses as part of daily life to instantly express herself.

She telephoned the day before her journey to say that she would be needing assistance getting off the 7.30am London train at Clapham Junction.

However when she arrived the ramp was not available and after a delay of 10/15 minutes Anna had to stay on the train to Victoria and then return to Clapham Junction by when the ramp was ready.

Anna was advised at this time by a member of staff that she should not have been travelling at all as a wheelchair user at that time in the morning.

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Her return home was no easier that evening because the person available to help her at the station was not confident about driving the caterpillar tracked platform to lift her onto the platform. Eventually another employee more capable was found but by this time Anna had missed her train and had to wait nearly one hour for the next.

Sue said: "Anna was really angry and really upset. She had such a great day but it all came tumbling down.

"I think there needs to be better education about disabled travellers. Driving in London and parking in London is a nightmare so the train is a better option for wheelchair users but they have got to make it far more people friendly.

"What is the point of having a service where you phone beforehand to tell them you are coming and yet still that communication doesn't seem to get there? There seems no purpose in having that facility if it is not to be actioned.

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"They were warned Anna was coming in the morning - it is not rocket science to realise she is going to be going back home and they would have to get the caterpillar back on the platform.

"I am really struggling to understand what's the problem with Anna using the train service. She did everything required and yet they still couldn't get it together to get her back home on time. It worries me that other people using this service might come across the same problem.

"In this day and age how can they treat anyone in such a dispassionate way?"

A Southern Rail spokesman said no formal complaint had been received but that a full investigation was under way.