Hollie Brooks accused Greater Anglia of treating “tea and crisps” as “more important” than wheelchair users.
Hollie claimed she boarded a train from Norwich to Colchester to find her pre-booked space occupied by two catering trolleys for first class passengers.
She also alleged staff then refused to move from the space and carried on serving hot drinks and snacks to passengers.
Hollie found the whole experience so traumatic that it triggered nightmares about being trapped in small spaces.
She took to Twitter to vent about the situation, sharing a video of her journey crammed in alongside the rattling trolleys.
She said: “The reality of being a wheelchair user on a @greateranglia train.
“They’re using my wheelchair space as a kitchen.
“Amazing service from the platform staff but apparently staff are told to use wheelchair space for catering for first class if coach H is out of order.”
She later posted another video, writing: “Because crisps and tea are more important than their disabled customers.”
Greater Anglia apologised to Hollie for her distressing journey, replying: “I understand your wheelchair space was free and you got all the help you needed on your journey.”
The train company added in another response: “There are two wheelchair spaces in this carriage.
“If there had been two wheelchairs, staff would have moved the trollies so that both wheelchair users had their space.
But Hollie claims staff members told her that she couldn’t move the trollies, and that her boyfriend Richard was forced to move boxes piled up around her feet.
Other Twitter users took issue with the train company’s response, with one writing: “‘Sorry you were upset’” is a non-apology.
“That puts the responsibility on the disabled person for being upset, not acknowledging your customer service is the cause of the upset. Unacceptable!”
Another added: “I may be wrong but providing catering on a two-hour train journey is not a legal requirement. Providing a decent service for wheelchair users is.”
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And one joked: “All that so they can store overpriced Quavers.”
A Greater Anglia spokeswoman said: “We are sorry to hear Hollie was disappointed with her journey yesterday.
“We want all of our customers to have a good experience when travelling with us.”
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