I'm not sure how Gateline Assistants would be expected to assist or perform platform duties for that branch line into their occupation? Apples to oranges if you ask me.
But when assistant is booked your ask to find staff to know your there I been left stranded before when it failed and severely delayed.
Passenger assistance when booked in advance. To ensure that you can do your journey
www.railpassengers.org.uk
Classic "not my job" they still wear the company uniform many other TOCs work as a team to help ALL their customers not just to catch out the unwary or the chancers, customers don't care about grade politics they just want to get to A&B without hassle regardless I have put in for investigation to find out why I was left to fend for myself. I'm lucky I'm quite with it but someone much more vanuerable could have been exposed to much greater risk,
www.railpassengers.org.uk
service that did not meet the standards you expect. This information can be found on your ticket and receipt, as well as by looking online at the National Rail Enquiries site.
Each rail service provider has a different rate of compensation, so look on their relevant website or contact them directly by letter, phone or in person.
What you can expect on your Journey
During your journey on any rail service in the UK, you can expect the rail service provider to: know how to deal with any assistance you need, treat you courteously and with respect, understand the workings of any equipment needed to assist you, and be able to communicate with you in the way you can understand.
You can also expect that the equipment used in your assistance will be of adequate quality and design to provide the correct assistance, that the services such as the toilet and lifts are in correct and working order, and that if you have booked assistance, it will be there for you.
What you need to Complain
When you are making a complaint, it helps enormously to have as much information as possible about the issue at hand.
When contacting the rail service provider at fault, have:
The ticket you booked the journey with
The receipt for said ticket
Any railcard you used to book the ticket
Any reference number you have been given
Kept the original documents – only send copies as you are unlikely to get them back
As many details of the incident or problem as possible – dates, times, individuals involved, missing service, who you travelled with
How this affected you – delays, missed appointments, mental distress etc.
What you would like the rail service provider to do about it – fix it, compensation, refund
They should deal with your complaint within 2 weeks, and if you haven’t received a reply in 10 days, contact them again for confirmation of your complaint. If they haven’t dealt with your complaint in 28 days, you can seek to complain further.
Exercise your Rights
Disabled passengers have a lot of protection under the law, and all assistance should be made for them to be able to complete their journeys in a way that is suited to them. By making complaints and by holding these companies accountable, you not only get potential redress and compensation, you help to ensure they make the changes needed and prevent failures in the future.