Kelsey, a blind Londoner, encountered significant issues with Transport for London (TfL) when she sought assistance during two train journeys on the same day but received none. Her negative experiences have impacted her confidence in the system. Kelsey emphasized the importance of proper support for disabled travelers, especially during late hours. TfL acknowledged her experience as unacceptable and committed to investigating the incidents and ensuring their staff meet the needs of disabled passengers, underlining their vision for accessible public transport in London.
"It takes one or two negative experiences to plant that question in your mind every time that you travel," says Kelsey. "It does not need to be the majority of times that things go wrong, it just needs to be a couple of times to shake your confidence."
Being left late at night, or somewhere totally unfamiliar where you're feeling quite uncomfortable, that can be very difficult to shake out of your mind for months if not years to come.
Kelsey adds: "If we had a system that understood the needs of disabled people, and the way in which these kinds of incidents can make disabled Londoners feel the fact it is 11 at night should make it even more essential that assistance is present."
TfL said Kelsey's experience was "unacceptable" and they pledged to investigate and speak to staff "to ensure that they know exactly what is expected of them."
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