ScotRail train accessibility: Irvine man's concern over lack of equality

Stephen Gall contacted the Times frustrated by a number of issues he has had over the last few months.

He said he has taken up many of his problems with the operators - but "it's getting worse and worse".

He told the Times: “I would argue it’s profits over accessibility to be honest, and equality.

“You can’t prove it, but it seems funny that all these wage rises happen and suddenly I think they’re going to look at ways to save money.

“I think the way that they’re doing that impacting disabled passengers by taking away ramps, not having staff members at stations.”

Stephen added that he is at the end of his tether with a complaints process which always seems to lead to a dead end.

He added: “Every time you call up and complain, it’s just scripted, we’ll look into it, we’ll investigate it – nothing ever happens.

“We’ve had these problems for years and it’s getting worse and worse.

“Surely if you were looking into these things and investigating it things would get better, but it never does.”

Stephen also commented that “there’s a dangerous part of it" when concerns are not addressed.

He explained how he pre-booked a recent journey, to allow staff to prepare for his arrival and boarding of the train.

Though despite this, the train doors began to close early, with ScotRail explaining that the error was because the driver wasn’t aware that he was there - and couldn’t see monitor indicating someone needing assistance was boarding due to sun glare.

The doors eventually closed on the foot of the examiner who was assisting him into the train, foot. His wife was then advised to use her hand to keep the door open.

Stephen continued: “They wouldn’t physically stay open, they must have tried to close five or six times, it actually resulted in my wife’s finger being cut.

“It wasn’t serious but on getting to central station we went to the station manager's office, because had that been a kid, the pressure needed to open that door again was ridiculous.

“So we thought is that train maybe a faulty unit?"

Another issue he feels worsened in recent times, is his ability to reach non-accessible train stations which are often the closest stop to his intended destination.

He explained that ScotRail had previously organised alternative transport to these stops, from more accessible stations.

One trip should have ended at King's Park Station in Glasgow (a non-accessible stop) only a few months ago.

Stephen said: “On this occasion it (a taxi to King's Park) was meant to be booked, nobody knew anything about it, we went into the duty managers office and the attitude there was – it’s not our problem.

“I explained what I thought the policy was as I knew it – apparently there’s been some policy changes there and it’s on you now to get there.

“I expressed concerns over that as it’s not equal, it could have financial impacts on you as a disabled passenger.”

Bookings were a common theme in Stephen's issues - with disabled passengers supposed to book journeys at least two hours prior "to make things easier", though he feels that is never the case.

He added: “A big company like ScotRail should be leading by example, showing disabled lives matter, not making it worse.

“We’re in the 21st century now, and having to phone up two or more hours in advance to make a booking for a train, that’s wrong.

“Plans can change. Personally I have physical and mental health issues, I can’t tell you if in two hours’ time I’m going to be mentally feeling up to a journey, or how my pain levels will be in two hours.

“When you do book it - as they claim makes it easier - it simply doesn’t go to plan."

Stephen added: “I believe the new system is based on an app ScotRail staff have on their work phones. Half them don’t have them on them, they’ve admitted that.

“They’re not checking it often enough so you have staff challenging you, ‘have you booked it?’ – you should know.

“It’s flaring my mental health up a hell of a lot to be honest, because anytime the train’s now mentioned it’s like – ‘is it going to go to plan?’."

While not all experiences Stephen has had have been negative, he says positive journeys have been few and far between, and this needs to be addressed.

He continued: “All these wage rises, we’re in danger in general of people going for jobs not for the love of the job, just for the money.

“I will and I have called up ScotRail to praise members of staff who have got their job right.

“But I can only think of less than a handful of times that’s went right. That’s why I will make a point of thanking them for their great service.

“ScotRail claim they are an accessible company, show it then, actions speak louder than words.”

When contacted by the Times, ScotRail looked to provide background on the decisions made regarding accessibility in recent months - including one of Stephen's major issues, the removal of ramps.

They said: "Transport Scotland and Network Rail make improvements to stations through investment in schemes such as the UK Government funded ‘Access for All’, however access limitations within the historic rail network mean there are some situations where providing the ideal customer journey is not possible.

"The removal of ramps from some stations was part of project driven by the industry regulator, the Office of Rail and Road (ORR). 

"All train operating companies in UK are required by the ORR to use compliant ramps. ScotRail had to withdraw the use of the previous friction ramps - which were universal to use on all its train fleet – as they did not meet the latest safety standard requiring the ramp to be secured to the train via locking pins to prevent them from moving. 

"A project is underway to replace the previous friction ramps with new compliant ramps, however, it has not been possible to create a ‘universal’ complaint ramp which will work with all of the different types of train in the ScotRail fleet. 

"ScotRail worked with its supplier to develop the minimum number of variations needed to be used across its fleet - this has resulted in five ramp types."

While ScotRail Access & Inclusion Manager, Patrick Nyamurundira, says they will continue to improve their service where possible.

He said: “ScotRail is dedicated to making sure that all rail users have equal access, and we’ll continue to work with our stakeholders at all levels to ensure that everyone can travel on Scotland’s Railway with confidence. 

“We’re committed to building on the success of this service, which includes listening to and acting on feedback from our customers."