Full Breakdown
Wheelchair Passenger Denied Ramp Access on Great Western Railway Train in December 2025
By Drooid · · How we work
Incident Overview
In December 2025, 24-year-old Phoebe Tesoriere, who has hereditary spastic paraplegia, travelled on a Great Western Railway (GWR) service from London Paddington to Bath Spa with her parents. After arranging assistance through the railway’s desk, the family was directed to the train’s sole designated wheelchair space. Although staff repeatedly confirmed the intended alighting station, Tesoriere was later informed that the carriage she occupied would stop beyond the platform at Bath Spa, making the promised ramp unusable. She was forced to crawl on her hands and knees to disembark, leaving her in tears.
Assistance Policy and Prior Arrangements
GWR’s assistance service is intended to provide ramps and staff support for passengers with reduced mobility. In this case, Tesoriere’s mother had specifically requested that a ramp and assistance be waiting at Bath Spa, and the railway confirmed that the arrangements would be in place. The incident highlights a breakdown between the pre-journey guarantee and the execution of on-board assistance, particularly when a passenger is seated in a carriage that does not align with platform access.
GWR Response
Great Western Railway issued an apology, stating it was “really sorry” and acknowledging that it had let the passenger down both during boarding and at several points during the journey. The company admitted fault for the miscommunication that resulted in the inaccessible carriage placement.
Impact and Reactions
The episode underscores challenges faced by travelers with disabilities on UK rail services and has prompted calls for clearer coordination between assistance desks and on-board staff. Disability-rights advocates stress the need for reliable implementation of accessibility promises to prevent similar distress for passengers requiring mobility support.