Disabled activist claims she was left 'crying all night' after Eurostar 'forced her to prove her...

A woman who uses a wheelchair has stated that Eurostar employees stopped her from getting on a train traveling from Paris to London due to what she described as a 'small act of authority.'

Sam Jennings, who lives in Streatham, south London, reported that she stood in line for her train at Gare du Nord but was refused boarding because she hadn't reserved a ramp ahead of time. This came as a surprise to her, as she had already booked a wheelchair space and confirmed whether she needed to take any additional steps before her trip.

The 46-year-old disability advocate, who has relied on a wheelchair since 2018, shared that employees requested documentation to verify her disability, even though she was visibly in her electric wheelchair at that moment.

In an interview with BBC London, Sam remarked that Eurostar created a lot of hype about their support for Paralympians and disabled fans through their advertisements. However, he felt that the actual response was one of apathy.

Her encounter happened just a few weeks after Baroness Tanni Grey-Thompson, a Paralympic gold medalist, revealed that she had to crawl off a train at King's Cross station in London while on her way to the Paralympics because rail staff did not come to assist her.

Sam Jennings, 46, who lives in Streatham, south London, explained that the staff at Gare du Nord first refused to assist her because she hadn't arranged for a ramp in advance, even though she had reserved a space for her wheelchair.

After Sam was denied service at the check-in counter, she turned to X, which used to be Twitter, to share her thoughts about the situation.

She said: "I'm still having issues with Eurostar. I reserved a wheelchair space using a fare designed for wheelchair users, but Eurostar denied me check-in because I didn’t book a ramp. I clearly asked if there was anything else I needed to do when I visited earlier."

Sam later expressed, "Why is there an extra step and responsibility for me to arrange a ramp when I travel with you? I've already paid for a wheelchair spot. I get that it's 2024, but wheelchairs still can't float onto trains that aren't accessible. This should be set up automatically."

The train company expressed regret over what happened and later clarified that her ramp reservation was overlooked because of a mistake made by a staff member.

MailOnline has reached out to Eurostar for additional comments.

Sam was eventually given a ramp, but she shared that the whole experience brought her to tears that entire night.

The activist mentioned that her time at the Paralympics was affected by the perception that she was a 'nuisance' while she was getting around Paris for the event.

She mentioned that it’s not unusual for people with disabilities to face travel challenges when attending the Games. Others shared their experiences of missing events they had tickets for due to the city's lack of accessibility.

The activist, who has been using a wheelchair since 2018, expressed that she often feels like a 'burden' when taking public transport in Paris.

Before her trip, Sam went to the train station to see if she needed to make any changes to her bookings. According to the staff there, she didn’t need to make any adjustments.

On her website, Disabled by the Railway, Sam shared that she experienced more than 30 instances of inadequate support in the first year and a half after starting to use a wheelchair. This motivated her to speak about potential solutions at the House of Lords.

A Eurostar representative shared with MailOnline: "We truly regret the communication failure and the upset it caused for the passengers during their trip. We acknowledge that this mistake, along with poor communication, resulted in needless stress and frustration."

We are sorry for the incorrect information shared on X and would like to clarify that our policy remains the same. For our London routes, if a wheelchair space is booked at least 24 hours ahead of time, there is no need to request a ramp separately through our contact center.

This is due to the fact that wheelchair reservations are automatically marked in our Eurostar Departure Control System, which notifies the station to be prepared for a passenger who will need a ramp. This procedure is relevant for trips to and from London.

The restricted communication on social media caused some early confusion regarding the matter, since the passenger preferred not to be reached by phone. Addressing this concern is our highest priority, and we sincerely thank the passenger for their understanding and helpful input as we strive to refine our processes and elevate the overall experience.

This follows strong criticism from the leader of Great Britain's Paralympic team, who labeled LNER as 'completely unacceptable' after Baroness Tanni Grey-Thompson had to crawl off a train on her own, without any assistance from employees.

The 55-year-old, who has won gold medals 11 times, mentioned that she reached London King's Cross station at approximately 10 PM on August 28, but found no staff present to help her.

Lady Grey-Thompson spent about 16 minutes waiting for assistance after getting off the London North Eastern Railway (LNER) train, and eventually, she made the choice to crawl away on her own.

Penny Briscoe, who is in charge of Great Britain's delegation at the Games, expressed her frustration, stating that the incident highlights the harsh realities faced by individuals with disabilities in their everyday lives.

She shared with The Telegraph, "It's obviously a complete shame. However, this reflects the everyday reality that disabled individuals face, even though it often goes unreported."

As a person with a disability, you deserve the ability to board and exit a train easily and manage your everyday activities. However, the truth is that things are often much more complicated than that.

The disability advocate turned to X, which was previously known as Twitter, to express her worries to Eurostar.

There's a certain irony to this situation, and it became a major headline.

The wheelchair racing champion, who is now a member of the House of Lords as a crossbench peer, took the 7:45 PM train and expressed her appreciation for the rail staff who continuously inquired if she needed any food.

The train pulled into the station shortly after 10 PM, and she tweeted: "Hey LNER, my train has arrived at King's Cross, but no one is here to help me get off."

Just a few minutes later, she shared another update: "The cleaning team has arrived," and then followed up with, "The cleaning team is now off the train!"

The Baroness kept sharing her messages, urgently seeking anyone who might be able to assist her.

She posted: "LNER, who should I contact to get off this train? It arrived at King's Cross ten minutes ago!"

At 10:24 PM, she mentioned that she had to crawl out of the train.

She shared on X: "I just managed to get away. After arriving at 10:02 PM, I finally decided to leave around 10:17 PM. I had to shift all my things onto the platform. A staff member from the cleaning crew offered to assist me, but they aren't allowed to help."

Baroness Grey-Thompson mentioned that she was beginning her trip to Paris for the Paralympics when the events started to unfold.

However, she mentioned that she's faced criticism because of the email comments she received, which suggest that she ought to stay at home, that traveling alone is unacceptable, and express outrage over her missing a train.

She shared with Sky News, "It's fascinating to observe the lingering attitudes toward individuals with disabilities that still exist."

Baroness Grey-Thompson addressed her online critics on X, stating, "To those who think I should just remain at home, avoid work, or refrain from traveling on a bank holiday—especially on my own—let me clarify: that's not going to happen."

She acknowledged that she has received considerable support, noting that many people have reached out via email to share their own issues throughout the entire train network.

The concerns they're raising aren't getting any attention. They're being brushed aside. LNER usually handles things much better than this.

"I believe that's why it has surprised so many individuals. However, there’s an issue with the entire system."

However, she remains frustrated by the whole situation. "I was placed on a train, which makes me feel like there was an understanding between me and the system, as if someone was aware that I was traveling," stated Baroness Grey-Thompson.

Fortunately, I still have the ability to exit the train. Many individuals with disabilities, however, face challenges that would have left them unable to do the same.

"I considered pulling the emergency cord, but I realized I couldn't even get to it. Plus, doing so would have held up the train heading north. It was just one of those moments with a lot of thoughts racing through my mind."

She stated that she has received an apology from the CEO of LNER.

LNER's managing director, David Horne, stated that "something has definitely gone awry" and emphasized that the company will look into the situation.

A representative stated, "We regret to learn that there was a problem at London King's Cross station on Monday evening."

"We are currently looking into this matter and are in direct communication with the customer."

Rights Of Disabled Passengers On Transport

As per the information from Gov.UK, rail transport providers have certain responsibilities they must fulfill.

Every licensed train and station operator must create and follow an accessible travel policy (ATP). This policy outlines the services and facilities that travelers with disabilities can rely on, instructions for receiving assistance, and guidance on what to do if any issues arise. The Office of Rail and Road (ORR) oversees and ensures that train and station operators are adhering to the ATP standards.

The support provided by each operator differs in some ways, but at the very least, all operators are required to offer:

- Passenger support: Help should be available at every station whenever trains are set to stop there.

- alternative transport options: when a station cannot be accessed, service providers are required to offer a suitable alternative service to the nearest accessible station at no additional cost.

Help should be offered even if it wasn't planned ahead of time, taking into account the current situation during travel and the availability of staff.

- Ticket Purchase and Pricing: If passengers with disabilities cannot secure a ticket ahead of time, they should have the option to obtain one at the station without facing any extra charges, either on the train or at the station itself.

- baggage: service providers need to make sure that personnel are on hand to help when this help has been scheduled ahead of time.

- Scooter transport: Companies should clearly outline their policies in an Accessible Transport Policy (ATP), especially concerning any rules that prohibit the transport of scooters.

- Information for passengers: transport operators are required to give current details regarding the accessibility of amenities and services, schedules, ticket prices, transfers, delays, disruptions, alternate routes, and emergency situations.

- auditory and visual details: dedication to offer clear and uniform auditory and visual details regarding train departures whenever feasible.

- Disabled Person’s Railcard (DPRC): If you qualify for a DPRC, you can save up to one-third on adult train fares by applying for the card. To obtain it, you need to provide proof of a recognized disability.

Railway Complaints and Enforcement Procedures

If you're a passenger with a disability and feel unhappy with the rail service you've received, your first step should be to reach out to the train company you traveled with. If their response doesn't meet your expectations, you have the option to escalate the matter to the independent Rail Ombudsman. This organization was created to look into customer complaints that haven't been properly addressed, and they have the authority to make decisions that the rail industry must follow.

ORR oversees whether train operating companies are following their ATP commitments.