Disabled passenger issues legal threat over “failing” passenger assistance service in Wales

The legal threat centres around TfW's 'Passenger Assist' service, which claimant Danny Thomas argues has left him unattended on platforms at Cardiff Central station or not met by staff at all.

Thomas, an 18‑year‑old autistic man with dyspraxia and learning difficulties who relies on the service to travel safely by train from Swansea to Cardiff, also argues that he has had to board trains without the support he needs.

He relies on the train network to travel to and from specialist drama training and education. However, the failures have caused him to miss more than 27 weeks of classes.

A letter before claim has now been sent to TfW which argues that the circumstances breach equality and human rights law. 

It argues that TfW has failed to comply with its duties under the Equality Act 2010 and the Human Rights Act, including its obligation to have regard to the needs of disabled passengers and to operate Passenger Assist in a way that allows disabled passengers to travel safely and with dignity.

The letter calls on TfW to take urgent action to fix Passenger Assist not only at Cardiff Central but across its network, warning that the claimant's experience highlights wider, systemic safeguarding failures affecting many disabled passengers. 

According to the claimant’s legal team at Leigh Day Solicitors, the legal threat comes after a series of complaints, meetings with senior TfW staff, political interventions and temporary workarounds involving short‑term support workers.

Leigh Day solicitor, Kate Egerton, who represents Thomas, said: “Our client’s experience paints a deeply troubling picture of a Passenger Assist service that exists on paper but is failing disabled passengers in practice.

“Despite fully engaging with Passenger Assist and doing everything required of him, Danny has been left stranded, distressed and denied access to essential education and social opportunities.”

Danny Thomas' mother, Sally Thomas, said: “TfW must take accountability and make the changes needed so that disabled passengers can travel safely and with dignity. Until Passenger Assist works reliably for everyone across Wales, people like Danny will continue to be excluded.”

A Transport for Wales spokesperson confirmed it had responded to the letter before the claim, adding: "Given the legal nature of this matter, it would be inappropriate to comment further at this stage. 

"We will continue to help disabled and older passengers travel on our trains, including through use of the Passenger Assist service.

"At Cardiff Central, for example, over 2,000 booked and unbooked Passenger Assist passengers are assisted each month.”

Adam Carey