Disabled Easter Ross woman criticises Stagecoach service
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A woman with mobility issues claims she has repeatedly been denied help and support to board local bus services.
Nickie Steven (48), from Fearn, suffers from a number of conditions including fibromyalgia and endometriosis as well as lower back damage for which she has to use a mobility aid known as rollator, similar to a lightweight wheelchair, to move around.
However, she said that often due to her rollator not being recognised as a wheelchair, Stagecoach drivers will not lower the ramp or use the lift on high-floor buses.
She said: “It really depends on the driver.
“If there is a someone who is actually taught how to work the lift (on the bus) then I am able to get up. However, there are other days when the driver has refused to use the lift or lower the ramp.
“It’s not always the same drivers and there are some that are absolutely wonderful and that will help – when they saw me coming they would take down the ramp and in those cases I had no problem. Others, however, would not do that and would just say ‘well, this is what we are told’.
“Some drivers have asked me for a letter to say that I am allowed on the bus with my rollator and I have tried to call Stagecoach to obtain a written proof but was never successful.
“I have asked to arrange for an appointment with someone in the Tain branch but nothing was heard back from them.
“I have phoned them on several occasions to complain but they hung up.
“After I submitted a formal complaint the only time I heard back from them was from a Stagecoach employee in September to notify me that my complaint had been received, however, nothing else was said then.
“At times I have had to ask my mum, who lives in Alness, or my dad – in Wick – to take me just into Tain for a doctor’s appointment.
“This is just not fair.”
Ms Steven moved to Fearn four years ago where her health has continued to deteriorate. She can only use the ground floor in her current home and has been hoping for a move for the past two years.
Neil Crabtree, who provides advocacy support for Ms Steven in her dealings with various organisations, said the attitude of some drivers has been “poor” and sometimes “callous” but suggested Stagecoach was not the only service letting her down.
He said: “Her conditions are deteriorating and social services have not followed up on a needs agreement, and the housing department has proved to be slow.
“By any means, Nickie has fallen through the social safety net. In fact, her basic human rights are being denied.”
A spokesperson for Stagecoach Highlands insisted it did all it could to support passengers with disabilities and suggested that, on at least one occasion, Ms Steven had refused help offered.
They said: “We welcome all passengers onto our services and drivers receive extensive customer service training, including around helping passengers with disabilities.
“The vehicle which the customer wished to board was a coach, which has a wheelchair lift rather than a ramp. For health and safety reasons customers cannot stand on these lifts with rollators and they must be stored in the luggage hold.
“Drivers are trained to offer assistance to passengers in this type of situation, however if this is not accepted, as we understand was the case with this particular customer, we can arrange alternative suitable transport free of charge.”
