Treatment of mobility-impaired passengers

karlr42 · 02-09-2009, 22:22

Witnessed this despicable display today passing through Connolly at about 1548- atnorthbound DART pulled into platform 7 and a couple of passengers appeared to hold one of the doors open while looking down the platform. One of their party went to recover a wheelchair ramp and deployed it themselves, not a member of station staff visible. Five passengers in wheelchairs where then helped by members of this party off the train and down the platform.
I found this situation to be an appalling example of customer service from IE, as these passengers were completely let down. I am aware that they perhaps did not phone ahead, but the driver of the DART could have alerted Connolly. Though in fairness he himself was unaware of their intended destination, as he attempted to close the doors while the wheelchair ramp was being retrieved.
On the company's side, any incidents in a situation like this would not be covered by insurance.
I don't wish to be too critical of IE because I have many times seen mobility-impaired passengers aided quite professionally by staff, but this incident shocked me.

Thomas Ralph · 03-09-2009, 10:15

Not wanting to be dismissive, but what were IÉ staff to do? The driver isn't allowed to leave his cab, and you suggest that the passengers didn't ring ahead or let the driver know (there are communication buzzers for wheelchair passengers in every carriage). If they had done either of these, I have no doubt there would have been a staff member there to help them. I don't think it's reasonable to expect IÉ to station a member of staff on every platform of every station all day every day to help out a wheelchair passenger that might show up on a train.

Mark Gleeson · 03-09-2009, 10:27

Clearly something went wrong here

Within the Dublin suburban area at staffed stations there is no need to ring in advance, once loaded a call will be made to the destination and the coach in which the wheelchair is quoted, the ramp and member of staff will be waiting. That said I've seen many wheelchair users ignore all the advice and don't seek any assistance at all

There is the red wheelchair contact button, a driver can't see someone on board. I've seen drivers get out to load wheelchairs in the past. All staff are trained. Its possible the driver did not know any wheelchairs where aboard

Colm Moore · 03-09-2009, 16:10

Quote:

Originally Posted by Mark Gleeson

That said I've seen many wheelchair users ignore all the advice and don't seek any assistance at all

Strictly speaking, they shouldn't have to.

The system should be fully accessible and legible by all.

ThomasJ · 03-09-2009, 17:29

If you think the DART line is bad you should see the Maynooth line, it would shock the NDA

A Few examples

Maynooth- how do a wheelchair user get to a commuter train parked on platform 2?

Clonsilla- You have to cross the lc and i am not quiet sure a wheelchair would fit in through the gate leading to the outbound platform at clonsilla?

Coolmine- The less said the better, inbound, it involves crossing the lc to get to the ticket office then crossing back over. Obviously it doesnt help if the level crossing is closed while your train is coming!

Castleknock- heading outbound You have to exit out to the main road in through a public park and through the gate

Ashtown - Inbound you have to cross the lc to get to the platform

Broombridge - For a station that is prone to vandalism and gangs hanging around it theres not much of a problem here for people to get to either platform.

Getting back to DART I dont think there it is highlighted enough for wheelchair users what to do when they arrive at the station and also I remember staff at connolly saying that at the odd time they are not told that a wheelchair user is getting on or off at the station. There are advantages of being told in advance so they can be ready and notify the driver not to move until they give the signal.

MOH · 04-09-2009, 12:42

Quote:

Originally Posted by Thomas Ralph

Not wanting to be dismissive, but what were IÉ staff to do? The driver isn't allowed to leave his cab, and you suggest that the passengers didn't ring ahead or let the driver know (there are communication buzzers for wheelchair passengers in every carriage). If they had done either of these, I have no doubt there would have been a staff member there to help them. I don't think it's reasonable to expect IÉ to station a member of staff on every platform of every station all day every day to help out a wheelchair passenger that might show up on a train.

Quote:

Originally Posted by Mark Gleeson

There is the red wheelchair contact button, a driver can't see someone on board. I've seen drivers get out to load wheelchairs in the past. All staff are trained. Its possible the driver did not know any wheelchairs where aboard

Five passengers in wheelchairs is a fairly big group. Surely the driver must have noticed them getting on?! Or at the very least, someone in the station they boarded in?

Mark Gleeson · 04-09-2009, 12:44

Not if the driver changed during the journey, its routine for the driver to only board seconds before departure in Bray

02-09-2009, 22:22	#1
karlr42 Member Join Date: Mar 2009 Location: Clonsilla Posts: 340	Treatment of mobility-impaired passengers Witnessed this despicable display today passing through Connolly at about 1548- atnorthbound DART pulled into platform 7 and a couple of passengers appeared to hold one of the doors open while looking down the platform. One of their party went to recover a wheelchair ramp and deployed it themselves, not a member of station staff visible. Five passengers in wheelchairs where then helped by members of this party off the train and down the platform. I found this situation to be an appalling example of customer service from IE, as these passengers were completely let down. I am aware that they perhaps did not phone ahead, but the driver of the DART could have alerted Connolly. Though in fairness he himself was unaware of their intended destination, as he attempted to close the doors while the wheelchair ramp was being retrieved. On the company's side, any incidents in a situation like this would not be covered by insurance. I don't wish to be too critical of IE because I have many times seen mobility-impaired passengers aided quite professionally by staff, but this incident shocked me.

03-09-2009, 10:27	#3
Mark Gleeson Technical Officer Join Date: Dec 2005 Location: Coach C, Seat 33 Posts: 12,669	Clearly something went wrong here Within the Dublin suburban area at staffed stations there is no need to ring in advance, once loaded a call will be made to the destination and the coach in which the wheelchair is quoted, the ramp and member of staff will be waiting. That said I've seen many wheelchair users ignore all the advice and don't seek any assistance at all There is the red wheelchair contact button, a driver can't see someone on board. I've seen drivers get out to load wheelchairs in the past. All staff are trained. Its possible the driver did not know any wheelchairs where aboard __________________ Unhappy with new timetable - let us know

04-09-2009, 12:44	#7
Mark Gleeson Technical Officer Join Date: Dec 2005 Location: Coach C, Seat 33 Posts: 12,669	Not if the driver changed during the journey, its routine for the driver to only board seconds before departure in Bray __________________ Unhappy with new timetable - let us know

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03-09-2009, 10:15	#2
Thomas Ralph IT Officer Join Date: Sep 2007 Location: Greenwich, London Posts: 1,860	Not wanting to be dismissive, but what were IÉ staff to do? The driver isn't allowed to leave his cab, and you suggest that the passengers didn't ring ahead or let the driver know (there are communication buzzers for wheelchair passengers in every carriage). If they had done either of these, I have no doubt there would have been a staff member there to help them. I don't think it's reasonable to expect IÉ to station a member of staff on every platform of every station all day every day to help out a wheelchair passenger that might show up on a train.

03-09-2009, 17:29	#5
ThomasJ Member Join Date: Dec 2005 Location: Clonsilla Posts: 2,812	If you think the DART line is bad you should see the Maynooth line, it would shock the NDA A Few examples Maynooth- how do a wheelchair user get to a commuter train parked on platform 2? Clonsilla- You have to cross the lc and i am not quiet sure a wheelchair would fit in through the gate leading to the outbound platform at clonsilla? Coolmine- The less said the better, inbound, it involves crossing the lc to get to the ticket office then crossing back over. Obviously it doesnt help if the level crossing is closed while your train is coming! Castleknock- heading outbound You have to exit out to the main road in through a public park and through the gate Ashtown - Inbound you have to cross the lc to get to the platform Broombridge - For a station that is prone to vandalism and gangs hanging around it theres not much of a problem here for people to get to either platform. Getting back to DART I dont think there it is highlighted enough for wheelchair users what to do when they arrive at the station and also I remember staff at connolly saying that at the odd time they are not told that a wheelchair user is getting on or off at the station. There are advantages of being told in advance so they can be ready and notify the driver not to move until they give the signal.