Wheelchair user was refused Eurostar check-in for not booking ramp
Join Simon Calder's Free Travel Email For Tips!
Subscribe To Simon Calder's Travel Updates
Subscribe To Simon Calder's Travel Newsletter
A disability advocate who uses a wheelchair reported that she was unable to check in for her Eurostar journey in Paris because she hadn’t arranged for a ramp in advance. She had a ticket that guaranteed her a space for her wheelchair.
San Jennings, 46, who relies on an electric wheelchair, took to X (previously Twitter) on Sunday to express her frustration with Eurostar. She called their requirement to reserve a ramp in addition to buying a wheelchair-accessible seat “absurd.”
"I reserved a wheelchair spot at a fare intended for wheelchair users for these trains, but Eurostar denied me check-in because I didn't request a ramp. I made sure to ask if there was anything else I needed to do when I was there earlier," she posted, mentioning the train company.
When Eurostar responded to Jennings, asking for her booking reference, she wondered why she needed to reserve a ramp in addition to having already purchased a ticket that included a wheelchair.
"Why do I need to go through an extra step to arrange a ramp for my travel? I've already paid you for a wheelchair space, and while it's 2024, wheelchairs still can't magically float onto trains that aren't accessible. This should be handled automatically," she mentioned.
Jennings explained to the BBC that the employees at Gare du Nord station in Paris observed him waiting in line to check in, but when he reached the front, they redirected him and asked him to go to the office to arrange for a ramp.
Following her communication with Eurostar on X, Jennings mentioned that a ramp was finally made available for her to get on the train to London. However, she expressed that the whole experience was quite "frustrating."
Jennings, who was in Paris attending the Paralympic Games, mentioned that she had spoken with the staff earlier that day to confirm if there was anything else she needed to take care of before heading to the UK. She was informed that there were no additional tasks required of her.
When the activist attempted to address the ramp issue, she was requested to provide documentation proving her need for it, even though she was using a wheelchair.
"It appeared to be a trivial attempt at asserting dominance," she remarked.
A representative from Eurostar communicated with the BBC, expressing regret for the situation and recognizing the stress it likely caused the traveler as they waited for the problem to be addressed.
They added, "Upon looking into the matter more closely, we found that a mistake made by a person led to the passenger's ramp booking being overlooked during the information transfer between systems."
You can feel confident that when someone books a wheelchair space on our routes in London, the ramp will be automatically set aside for them.
"We recognize that we've made a mistake this time. Enhancing our systems and tools is a top priority for us, and we've already started working on it."
In an additional comment to The Independent, a representative from Eurostar expressed their regret over the incorrect information shared on X and wanted to make it clear that their policy remains unchanged.
On our routes to and from London, if you reserve a wheelchair space at least 24 hours ahead of time, you don’t have to arrange for a ramp through the contact center. This is because your wheelchair booking is automatically noted in our Eurostar Departure Control System, which notifies the station to anticipate a passenger needing a ramp. This procedure is valid for all trips to and from London.
They explained, "The restricted communication on social media caused some early confusion regarding the situation, as the passenger preferred not to receive phone calls." They continued, "Addressing this matter is our highest priority, and we are very thankful for the passenger’s understanding and constructive input as we strive to enhance our processes and improve the overall experience."
Disability Rights UK, a group dedicated to advocating for the rights of disabled individuals, informed The Independent that the recent incident highlights the persistent issues within the rail industry regarding its inconsistent support for passengers with disabilities.
They stated, "We frequently see that when it comes to services in the UK, such as Eurostar, problems with communication among train company staff regarding the assistance needed can greatly affect passengers."
"We understand that it's crucial to provide improved training for all staff regarding the consequences of poor service. This will help prevent situations where some passengers, like certain wheelchair users on Eurostar, receive the full support they need while others have a remarkably disappointing experience."
Eurostar has been designated as the official travel partner for both ParalympicsGB and TeamGB.
Jennings expressed that she felt like she was viewed as an inconvenience during her travels in Paris for the Paralympic Games.
She shared with the BBC that individuals with disabilities were unable to attend Paralympic events for which they had tickets because the city was not accessible. Shockingly, while there was a shuttle service available for people with disabilities, it required a reservation to be made 48 hours ahead of time.
"I got to Paris on Friday afternoon, which meant I couldn't access transportation for the events I had tickets for," she explained. She continued, expressing her frustration, saying, "I felt completely let down on Sunday when they shut down the central roads for the marathon, and it’s impossible for wheelchair users to take the Metro."
Jennings noted that this isn’t the first occasion she’s faced what she calls “total access failures.” She has tallied over 30 instances, ranging from being stranded on trains to individuals declining to assist her with the ramp.
To stay updated on the latest travel news and tips, check out Simon Calder’s podcast.
