As a visually impaired resident of London, Kelsey experienced significant disappointment when Transport for London (TfL) did not provide assistance on the train twice in a single day.
“It only takes one or two negative encounters to raise doubts every time you travel,” Kelsey explains.
“It doesn’t have to be a frequent occurrence for it to undermine your trust; just a couple of instances can deeply affect your confidence.”
Kelsey anticipated help through the “turn-up-and-go” program, which is designed to assist disabled passengers as they arrive at a station and upon reaching their destination.
However, at both Willesden Junction and Dalston Kingsland, Kelsey reports that there was nobody available to provide support.
Despite expecting assistance during the train ride to Dalston around 20:30 GMT last Saturday, and on the return journey three hours later, Kelsey found herself without help on both occasions.
Speaking to BBC London, Kelsey remarked, “I consider myself fortunate because I have the confidence to ask for help when necessary.”
“Being stranded late at night in an unfamiliar place can be quite unsettling, and those feelings can linger long after the incident.”
Kelsey further stated, “If we had a system that truly grasped the needs of disabled individuals and recognized the emotional impact that such experiences can have on disabled Londoners… having assistance available late at night should be even more critical.”
In response, TfL described Kelsey’s experience as “unacceptable” and pledged to investigate the matter and consult with staff to ensure they are fully aware of their responsibilities.
Mark Evers, chief customer officer at TfL, commented: “Our goal is to create a London where everyone can navigate the city safely, comfortably, and sustainably.
“Access to public transportation is vital to this vision, and we understand that there is still a lot of work ahead of us.
“In the past year, we have initiated over 80 enhancements to our network aimed at making it more inclusive and accessible, as part of our Equity in Motion initiative.”
Evers noted that TfL personnel undergo continuous customer service and disability equality training, which is designed and delivered by professionals who have firsthand experience of disability.
He affirmed, “We will draw lessons from Kelsey’s experience to further enhance our services.”
TfL reports that its turn-up-and-go service is available on the Tube, London Overground, and the Elizabeth line.
Station staff are tasked with assisting customers in planning step-free journeys, helping them “navigate through the station and onto the train, and coordinating with staff at the final destination station and any transfer points to assist with alighting, including providing boarding ramps if necessary.”
Kelsey emphasized the importance for decision-makers to have a “genuine understanding of both the immediate effects and the long-term impact these situations have on disabled Londoners.”
“The essential aspect here is providing assistance.
“There are individuals who genuinely want to help, but sometimes their approach can be intimidating, such as physically grabbing my shoulder or arm… this can be particularly hazardous when I am trying to disembark from a train.”
Kelsey concluded, “My general request is that if you feel able to offer help, please do so — kindly ask if you can assist. If I decline, don’t take it personally.
“Even if I respond with a ‘no,’ I appreciate the offer, and I hope that this won’t discourage you from offering help in the future.”
