Train travel and the new wheelchair policy

When holidaying in the area our family often use the West Somerset Railway as part of a day out.

This year, for the first time, we were subjected to the WSR's new wheelchair policy.

We had already contacted the Railway to allow them to assess the wheelchair used by our son, Matt. The length of the wheelchair, in its normal travelling position, exceeds the maximum dimensions allowed under the newly introduced policy. Despite being around 170mm too long, they granted a three year permit-to-travel to my son. The conditions of the permission require a named carer to accompany Matt. The carer is also responsible for moving the chair at all times when on the Railway. Other conditions require a phone call to the Railway to ensure Matt can be carried on the chosen day and train.

Anyway. One rainy morning, a train trip seemed a good way of getting out of the house so we decided Matt and his Mum would make a single journey from Dunster to Bishops Lydeard. We duly rang the Railway and during a very pleasant conversation we were advised to speak to the Dunster Station staff who would show us where the brake van would stop so help speed the loading of the wheelchair. The man on the phone did not quiz us about the size of the wheelchair or ask if we had a permit, and he cheerily concluded with "We look forward to seeing you"

The Dunster staff were very helpful, as were the train staff and before long the train had arrived, everyone safely boarded, and the train was on its way. On board, Matt and his Mum joined two other wheelchair users and their carers, all making for Bishops Lydeard. Whilst we knew what the fare would be, the ticket inspector was not quite so sure, maybe the new policy had confuse him.

Now the brake van had three wheelchairs and things were a bit tight. Not helped by the two large bikes propped against the carriage wall and taking up as much space as a wheelchair. Not only were the bikes not strapped to the coach and therefore able to topple and injure someone quite unable to move quickly out of the way, but it seems there is no policy on the size of bikes nor on the safe carriage of bikes. So non-essential bikes are welcome without question; essential wheelchairs are subject to all manner of question, approval, pre-planned arrangements, provision of attendant carer and so on.

We planned a second train trip. It was to be an afternoon trip for all three of us. However, as most people find on the morning of the day, the weather looked better in the morning with rain promised for the afternoon. So we revised our plans. Good job we had not made elaborate arrangements with the Railway Company. Again, we phoned the Railway. We want to take the wheelchair from Watchet to Washford on the 11.59am from Watchet. This time the Railway man was not so sure whether we could go or not. "It's a Gala day" he said but did not explain how a "Gala day" would affect our plans.

As an afterthought, he asked if the wheelchair was "big". In our opinion it is not a big chair so we said "no". That answer was seemingly accepted. We were not asked if we had a permit.

We parked near Washford Station and enjoyed the Mineral Line Walk to Watchet. At Watchet Station we asked at the booking office for our tickets to Washford. There was a little confusion about the fares for wheelchair users and carers. but with a little help from us it was resolved. We were advised the Railway had brought in a new wheelchair policy and the Station staff had a brief discussion about whether Matt's chair was oversize or not. We broke into the conversation and said it was but it had been assessed by the Railway and that a permit had been issued. The Station staff then went on to tell us the reasons for bringing in the new policy, although we did not understand why the reasons applied to Matt.

It's fair to say the Station staff were very friendly and helpful although perhaps a little embarassed when dealing with the new policy and trying to explain why it was introduced. We were shown where to wait for the train and heard more about heavy wheelchairs and crushed toes of Station staff.

The brake van was packed. With standing passengers. It was a busy train. There were a couple of seats, occupied by "normal" passengers, who stayed put. Matt was unable to get to a window and spent the mercifully short journey to Washford surrounded by standing passengers.

The train staff were excellent and helped as much as they could in the circumstances.

So, how did the new wheelchair policy affect our trips? On the positive side, despite having a wheelchair that falls foul of the policy, we were able to travel. On the negative, the requirement to phone seemed pointless because the situation on the trains was not known to the guy on the phone who was therefore not able to give quality advice about space in the brake van.

Lots of mixed messages. Lots of confusion. Lots of embarassment on both sides.

Finally. The notices on blue A4 paper posted at Minehead bluntly suggest wheelchairs exceeding the maximum dimensions will not be carried. Our trips prove the blue notice statement is incorrect. And had we simply arrived at the Station, like many do, and then read the notice, we could so easily have turned away, feeling unwelcome, and not spent money on tickets and in the shops and cafes. And not have enjoyed a trip on a steam train. We'd advise the Railway to revise the wording on those blue notices.