I don't like the way the article attacks the staff and implies that H&S concerns are frivolous. As others have said there should be better systems to support passengers and staff.
However, it would seem willful ignorance to claim that the story is majorly exaggerated:
just look at the number of cases reported of similar incidents (from a quick, unsystematic google). Either each of these is disingenuous half-stories, or there is a systematic problem.
And these are just the stories that get to the press. I recently examined a PhD thesis by a researcher in computer science testing new 'dash-cam' style technology to help wheelchair users record their journeys on smartphones to help document accessibility problems. As part of this research he interviewed the participants about their experiences of accessibility on public transport. Multiple participants had examples on the rail/tube network of where broken lifts, or ramps/assistance that didn't show, resulted in them having to rely on good-will of fellow passengers, and occasionally getting stuck. None of these resulted in news stories of course, and I can only conclude that there are multiple near misses solved by bystander action, or minor delays for disabled people, on our network every day.
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Edit , accidentally posted while writing:
I fully buy the idea that the guy in this case was perhaps he was hasty in trying to haul himself up the stairs, but the alternative would likely be a lengthy delay, and people do not always make good decisions in stressful circumstances. But yes, given that there are numerous minor delays for disabled travellers on the rail network, I also think it seems reasonable to believe that once in a while circumstances combine to make that delay more serious and troubling.