r/disability • u/MikeyBeast_1234 • 1d ago
Question Blind - Discrimination from EMR staff - How far should I take it?
I'm legally blind and travel with a white cane. On 19th January, I was travelling from Sheffield to London on EMR. Navigating stations and trains is stressful enough when you're visually impaired, but thankfully, two kind Passenger Assist staff helped me on board, sat me in First Class (as the train was quiet), and informed the driver. Everything was fine - until we departed.
Once the train was moving, a crew member came to check tickets. I showed mine, and he asked if I wanted to upgrade. I said no, because I didn’t really understand what the upgrade meant - I don’t travel by train often. He then told me I couldn’t sit in First Class with a standard ticket. I explained Passenger Assist had seated me and the driver was aware.
He claimed that they wouldn’t have done that and said I needed to be disabled or have a First Class ticket to sit there. I told him I am disabled, and with a heated back and forth, he told me that I'm not disabled. I offered to show my CVI (Certificate of Visual Impairment) as proof. He wasn’t interested. He asked if I had a Disabled Person’s Railcard (I don’t), so I showed him my bus and tram pass, which as far as I'm aware, you can only get if you’re disabled or a pensioner. Again, he brushed it off.
He became increasingly agitated and confrontational. Thankfully, a lovely older couple seated near me intervened as they saw me being escorted on the train and confirmed I had a white cane. Only then did he back off. He even asked to see my white cane, which I showed him, but pointed out that anyone can buy one so it shouldn't be used as proof - my CVI was actual legal proof of my disability.
By that point I was on the verge of tears. I felt extremely humiliated and distressed, and treated like I was lying and a criminal. I hadn’t chosen to sit in First Class - it was arranged by staff who were helping me. I later confirmed that Passenger Assist is allowed to seat disabled passengers in First Class when necessary or if the train is quiet. With multiple bags and limited vision, being sat in first class actually helped a lot.
I submitted a complaint, but it wasn’t taken seriously until I posted about it on X. Only then did they offer a generic apology and a First Class ticket. I’ve escalated it to the Rail Ombudsman.
Their official reply claims that their staff are trained to support disabled passengers and follow policy. But this incident proves that their policies and staff training are clearly not working. I’m pushing for a policy change, because I never want anyone else to go through what I did.
They also tried to blame passenger assistance, which is absolutely wild considering they were not the problem at all.
I’ve experienced discrimination before, but this was next level. I haven’t always been blind, so building confidence to travel independently has taken serious effort and this shook it badly.
Has anyone been through something similar? If so, how far did you take it? And how far should I take this?
TL;DR: I'm legally blind and was seated in First Class by Passenger Assist staff on an EMR train. A crew member later accused me of not being allowed to sit there, ignored my legal proof of disability, and treated me like a liar. Only after public backlash did the company respond. I've escalated it to the Rail Ombudsman and want policy change. Has anyone else experienced something similar? How far did you take it?
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u/ALinkToTheSpoons 1d ago
Wowza, so sorry you were treated so poorly! I’m not usually one to suggest contacting your local and national media outlets, but this is one of those situations where I would. Unfortunately, “internal reviews” don’t do a whole lot, and it seems like most of these entities tend to only respond to public accountability and/or shaming at this point.
If you do go this route, I recommend having something written up with the most important points you want covered in the news story and what action plan or resolution you’re seeking.
Best wishes!
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u/So_Southern 1d ago
EMR should have a disability or accessibility manager you can contact
Not EMR but several times I've been put in first class with a standard ticket. I questioned this and was told that train staff are aware
As for questioning your disability - can't say I'm that shocked. I've had it as well as being told to find staff and being asked to describe the person who put me on the wrong train. Bit difficult when you're visually impaired
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u/InverseInvert 1d ago
I think you handled that as well as could be expected. Huge shame on the conductor for acting in that way.
Unfortunately, the only time they care is if you publicly out them so you did the right thing. If they’re still not taking it seriously and offering to retrain the member of staff it would be worth complaining on Facebook, Instagram, and maybe even LinkedIn.