For info... Ds2 is profoundly deaf and autistic. He lives independently with support going on. We have had ongoing problems ever since he has travelled without support.
Dear Mr **,
You may have already seen the email that I cced you in earlier..
I contacted you in July when platform staff left my son on the platform to get on the train on his own.
Your Contact team emailed me and arranged for your Accessibility Manager to call me.. She explained that staff had apparently while wearing a mask had told ds2 that they were going to ring Diss. I explained to Accessibility Manager that ds2 would have been unable to lipread as they were wearing a mask. He therefore didn't realise what was happening and felt he had been left alone. I was led to believe that there would be improvements on ds2 next journey. He then travelled home in September and if anything the journey was WORSE than the last one. I emailed the contact care team the Thursday before he travelled to advise he was coming home.
Ds2 has an escort when he travels with Trains from home en route to destination station . This gentleman thankfully escorted DS2 down to the platform at S and waited with him. There was no platform staff at all.. The escort helped ds2 and his luggage onto the train. Ds2 yet again had to find the guard. He was very unhappy which is not surprising. I rang your customer service team and complained. The lady said she completely understood why I was not happy. I asked for the AM to contact me again.
Because there was no one at S station
on the platform, no one rang D station to say where in the train ds2 was. I know the guard who works at D Station. She and I had to run up and down the platform. It came very close to the train leaving for N Station with ds2 still on the train.
On Monday after ds2 had gone home I received an email to say they had received Thursday's email and would look into it. I replied that it was a bit late as he was already home. I then had to wait almost a month to hear from anyone again.. Despite asking several times for the AM to contact me she has failed to do so leaving me to feel very let down.
I was contacted two weeks ago and I got ds2 to email and explain what happened.
I was contacted again today and referred to as MR ... I was asked why ds2 had not contacted them when he had..
I am beyond frustrated at the absolute shambles that your company has caused... I am fed up with platitudes and being told that things will improve.. THEY DO NOT...
I am immensely proud of my son and all that he achieves. It makes me incredibly sad and angry when he is made to feel scared and anxious because your company are unable to do their job properly.
As I said in my previous email your company has two weeks to come up with an acceptable explanation of what has happened or I will be contacting the local television news and press.
I look forward to hearing from YOU personally Mr * Please do not pass this on to someone else to deal with as has happened in the past.
*
I'm not just doing this for ds2 but all those people let down by train companies.
What makes me angry is that could have been someone in a wheelchair left there with no support and having to wait an hour for another train. It can and does happen.