I had to crawl on my hands and knees to get off train, says disabled woman
Summary
Phoebe Tesoriere, a wheelchair user with a medical condition, had to crawl on her hands and knees through a train when Great Western Railway staff could not provide the promised ramp assistance. The train company apologized and admitted mistakes but has delayed compensation to her.Key Facts
- Phoebe Tesoriere uses a wheelchair and has a condition causing leg weakness and stiffness.
- She was traveling from London Paddington to Bath Spa on a Great Western Railway (GWR) train in December 2025.
- Staff said a ramp and help would be available at Bath Spa but the carriage stopped beyond the platform, so no ramp could be used.
- Phoebe was told to wait until Bristol Temple Meads, then buy another ticket back, but her family couldn’t do this as relatives were waiting at Bath Spa.
- Unable to get her wheelchair through the train aisle, Phoebe crawled through three carriages, feeling humiliated and upset.
- GWR admitted they failed to help Phoebe properly and apologized for her experience.
- Although GWR agreed to compensate her, Phoebe has not received the payment despite sharing her bank details.
- Phoebe and her family have not used public transport since and want better accessibility for disabled passengers.
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