A friend of mine is a wheelchair user and had booked an advance single and wheelchair space from Haymarket to Kings Cross. About an hour before departure time he happened to see a tweet from LNER saying his train wouldn’t have any accessible toilets available.
He rang LNER customer services and explained a 4+ hour journey without access to a toilet wasn’t viable and requested a reservation on the next suitable train.
After a long discussion LNER agreed to the change, but only on what they called “compassionate grounds”, rather than because it was his right.
What do the rules say about situations like this?
He rang LNER customer services and explained a 4+ hour journey without access to a toilet wasn’t viable and requested a reservation on the next suitable train.
After a long discussion LNER agreed to the change, but only on what they called “compassionate grounds”, rather than because it was his right.
What do the rules say about situations like this?