John Nicholson is campaigning for better disabled access at Herne Bay station

by Chris Price

A disabled grandmother was told to "get a cab to Whitstable" when she found she could not change platforms at Herne Bay station.

Ann Nicholson, 74, was given the advice from Southeastern customer services when she complained about the lack of facilities.

Her son John has demanded the company apologise and is calling for services to be improved for passengers with mobility problems.

The only way across the platforms is through an underpass, accessed by stairs - which Mrs Nicholson, who is registered disabled and suffers from rheumatoid arthritis, could not use.

Southeastern said resolving the issue is not under its remit and should be addressed by Network Rail, which owns the infrastructure.

"if they treat all disabled passengers in this casual manner, it speaks volumes for their understanding of people in the real world..." – john nicholson

Network Rail has since pointed out that responsibility for the line rests with Southeastern.

Mr Nicholson, co-founder of the Alliance of Kent Commuters, said: "I was quite simply astonished when Southeastern said 'get a cab to Whitstable station.'

"I consider it an insult to an elderly woman trying her best to be independent.

"This may seem a storm in a teacup, but if they treat all disabled passengers in this casual manner, it speaks volumes for their understanding of people in the real world.

"I know it costs money to install disabled access at stations, but we are now in the 21st century and I find it staggering that with all these above inflation fare increases the people of Kent have had to suffer, there are still stations without adequate and safe disabled access.

"They cannot simply wash their hands and blame Network Rail.

"We pay Southeastern for our ticket, they take our money so, they can communicate with Network Rail about getting this improvement made to Herne Bay station.

"We do not pay Network Rail directly, so why should we deal with them? As far as I am concerned, it is the responsibility of Southeastern to arrange for this improvement. How they get it arranged, or who they deal with, is up to them."

Ann Nicholson could not change platforms at Herne Bay station

Mr Nicholson, of School Lane, Herne, proposes giving access to an alley that links both platforms via a lift or a ramp.

"I am sure there is something they could do at minimal cost.

"We have been paying 3% above inflation for God knows how long and that was allowed for improvements. When are we going to see some?

"The journey time to London is 20 minutes longer – that is not an improvement so let's have disabled access for Herne Bay station instead."

Mr Nicholson argued it is essential because otherwise disabled commuters are forced to travel past Herne Bay station, just so they can swap sides at a station which has full disabled access.

Between Faversham and Ramsgate, only Margate has got disabled access on both sides.

Herne Bay is flagged up on National Rail's UK map as a "station with limited or no step free access to platforms".

Southeastern said it offers an "assisted travel service" to meet their obligations under the Equalities Act.

Spokesman Alison Nolan said: "Through our assisted travel service we arrange for our staff to be available at any station where assistance is needed.

"The type of assistance that can be provided is ramps to assist passengers to get on or off trains, a member of staff providing a helping hand with stairs, or a taxi to convey disabled passengers from an inaccessible station to one which is accessible to them.

"If a taxi is needed, then we will pay for and arrange this transport for our customers. We just ask for 24 hours notice to arrange this assistance. If a customer is unable to give notice, then of course we will still do everything we can to provide assistance, but the level of service we offer may be affected by the availability of staff or accessible taxis.

"We're sorry that it seems this advice was misunderstood by Mrs Nicholson. We are yet to receive a complaint about this matter, but would be happy to follow it up if Mrs Nicholson would like to get in touch with us to discuss her concerns. Rest assured our employees are all well trained and aware of the procedures under the assisted travel service."

She added: "Responsibility for creating step free access rests with the infrastructure owner – Network Rail (which owns all stations on the UK rail network) with funding from the Department for Transport – not the train operator."

Under its Access for All programme, the Department for Transport makes funds available for step-free access including the installation of lifts.