Wheelchair users / Southern / SWR now taxied as standard from smaller stations?

[whole diary]

[grahame]

This is a widely shared Facebook Post. I quote it here with some misgiving, though I'm doing so because it's very much visible and raises an important concern.  Original post 24.2.2025

Some help please? [redacted name] my wheelchair user daughter recently booked well in advance, Passenger Assistance from her local South Western Railway station Swanwick, aboard a Southern Railway service to Southampton Central. As she has done many times in the past.

Around and hour before departure, she was contacted by Southern, to tell her that her journey would now be by accessible taxi, at a significantly earlier time than her requested train. After a rushed breakfast and fast trundle to the station, despite her arriving in plenty of time no taxi arrived.

When the original train arrived, she sought advice from the 'On Board Supervisor'. Who told her that they were now forbidden to deploy their train's onboard ramp, and were now only allowed to board wheelchairs from ramps deployed by platform staff. And that taxi substitution is now company policy.

We have not found any trace of this apparent new regulation, on Southern's website. While local rail staff we have spoken with are are unaware of any change. Although it has been suggested that this may be due to an issue with the former 'Gatwick Express' units, recently drafted onto Southern's Southampton Services.

Lynne tells me that this now seems to be standard Southern practice, leading to frequent problems on subsequent journeys. Where taxi's are being substituted by default, when a Southern train alternative was readily available. As a result she now confines her journeys to other more reliable local operators.

We have written to Southern for clarification and currently await reply, but were wondering if others had encountered this problem. Which could effectively bar wheelchair users from the many unstaffed stations on the network, including disabled customers exercising their right to 'turn up and go'

My sneaking suspicion is this might be a covert ploy to further undermine the OBS role, facilitating their eventual withdrawal and a move to total 'DOO^▸ (Driver-Only Operation (that is, trains which operate without carrying a guard))'. Any information on this from customers would be gratefully received, while serving staff members are welcome if they prefer, to reply to us by Facebook Messenger.

[ChrisB]

An hour before departure really is not sufficient notice - by then, a wheelchair user will be busy with pre-departure routines along with travel time to the station.

I would expect 3-4 hours notice as a minimum - but only as a last resort.

I doubt her last paragraph is true, although it might have something to do with her comment about Gatwick Express stock problems. It is the on-board ramp (if there was one when used on Gatwick runs?) still available/on board?

There are no regulations saying an operator must use a train wherever possible - just that suitable transport must be laid on - but TUAG is a legal option, and thus Southern must allow it.