[ad_1]
A travel company has apologised to a disabled woman after she was banned from catching a bus – for not having a ‘permit’ for her wheelchair.
Rachel Riley was left stranded in Wolverhampton after a bus driver refused her access to the National Express service because she was in a motorised wheelchair.
The 49-year-old said she was left in tears by the ordeal after she was stopped from catching the Number 3 bus which she has used every week for two years.
Rachel was told she ‘didn’t have the right permit’ for her wheelchair and that she’d need to find another mode of transport in order to get home.
Rachel, of Cheslyn Hay, Staffordshire, said: “I couldn’t believe it. I have never been asked for a permit before, I have been catching this service for years.
“I was told I couldn’t board and that I would need to get the permit. I have never had that. The driver left me stranded in Wolverhampton.”
After arguing her point, Rachel was told that she would have to talk to an inspector in Wolverhampton or find another form of travel.
She added: “I was in tears. I have never had any issues before, I have never been stranded in Wolverhampton. I didn’t even know there was a permit for wheelchairs.
“I have been a wheelchair user all my life. I was just so hurt. I have never been stranded before, I was worried.”
Rachel said after speaking to an inspector, she was finally allowed to catch a service back to her home without any further issues.
However, she says the incident has left her ‘nervous’ about using public transport again in future.
She added: “The inspector didn’t see an issue with my wheelchair, they let me straight on another service and made sure I was okay.
“It has left me feeling anxious about using public transport. What would happen if I wasn’t allowed to board somewhere I’m unfamiliar with?
“Public transport is my lifeline.”
National Express West Midlands has since ‘wholeheartedly apologised’, sent Rachel a bouquet of flowers and said staff will be given refresher training.
A spokesperson for the firm said: “We take our commitment to accessible travel very seriously and have fallen short of the level of service our passengers should receive on this occasion.
“We have been in direct contact with Miss Riley to wholeheartedly apologise for her experience on August 21.
“Miss Riley should have been able to travel in her powered wheelchair, however, our driver made a genuine mistake as certain mobility equipment does require a permit in order to travel.
“We are carrying out refresher training to ensure all drivers are fully aware of our policy.”
Rachel’s experience comes following a call by 11-time-paralympian Tanni Grey Thompson, for ‘more severe penalties’ for companies which fail to help disabled passengers.
Last week, she had complained of being forced to “crawl off” a train at London King’s Cross station when assistance failed to arrive for 20 minutes.
[ad_2]