Understand
Wheelchair user left in tears crawling off Great Western Railway train
Overview
A 24-year-old wheelchair user with hereditary spastic paraplegia was forced to crawl on her hands and knees through three train carriages after Great Western Railway (GWR) staff directed her to a designated wheelchair space that stopped beyond the platform at Bath Spa. Phoebe Tesoriere and her family were told they could either travel further to Bristol and return or find a way off, leading her to crawl through the train in distress. GWR has apologised, admitted to multiple failures, and stated that changes have been made to passenger assistance, though the family is still awaiting promised compensation months later.
Key points
- Phoebe Tesoriere, 24, was travelling on a GWR train from London Paddington to Bath Spa with her parents.
- She was placed in a wheelchair space in a carriage that ultimately stopped beyond the Bath Spa platform, preventing ramp use.
- Staff suggested she travel to Bristol Temple Meads and return, which was not feasible for the family.
- Unable to fit her wheelchair down the aisle, Ms Tesoriere crawled on her hands and knees through three carriages to exit.
- GWR apologised, admitted it let her down at multiple points, and stated passenger assistance procedures at London Paddington have been updated.
- The family reported a lengthy complaints process and alleged that promised compensation has been delayed.