Consumer rights derail disabled son’s solo holiday plan on Eurostar

M

y 18-year-old son, AS, is a full-time wheelchair user. He is embarking on his first solo trip abroad this summer, following the completion of his A-levels. However, we have encountered a challenge with Eurostar regarding the transportation of his necessary medical equipment.

We have already booked and paid for the train journeys and hotel accommodations in Amsterdam for him and his carers. As they need a hoist and sling to assist him with his bathroom and bedtime routines, we have been attempting to rent a mobile set-up since the hotel does not have ceiling track hoists available. Unfortunately, this task has proven incredibly difficult.

The companies we have dealt with thus far have been subpar. Additionally, the sling system used in Amsterdam is different from the one in the UK, posing potential risks for AS who spends long periods of time in the sling. It is crucial that he has a comfortable and familiar system to rely on.

However, all of these challenges would be easily resolved if Eurostar allowed him to bring his own mobile hoist. The hoist, approximately the size of a large rucksack and weighing 26kg, is equipped with wheels. If he is not permitted to bring his hoist, it will unfortunately render his trip impossible.

MS,
Stonesfield

Initially, Eurostar declined the transportation of what they classified as “oversized medical equipment” due to health and safety regulations on board and at the stations.

However, after a series of discussions, Eurostar had a change of heart and AS is now able to proceed with his travels.

Eurostar states: “The safety and well-being of our customers is always our foremost priority. This particular case presented unique logistical considerations, leading us to closely collaborate with AS’s family and our assistance teams in London and Amsterdam. We strive to ensure his journey is as comfortable and seamless as possible.”

As AS’s trip hung in the balance, you ended up renting a hoist for £548. Unfortunately, by the time Eurostar gave the green light for him to bring his own hoist, it was too late to cancel the rental. However, Eurostar has agreed to refund this expense, bringing you great satisfaction.

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