// BBC UK NEWS — CRONACA
Disabled woman had to 'crawl on hands and knees' to get off train
Phoebe Tesoriere has spent almost nine months "fighting to get an answer" from Great Western Railway
A wheelchair user was left in tears as she crawled on her "hands and knees" through a train after being told a ramp could not be used to help her off.
Phoebe Tesoriere, 24, was on a Great Western Railway (GWR) train from London Paddington to Bath Spa with her parents when it happened.
Her family spoke to the assistance desk and was taken to the only designated wheelchair space on the train. Phoebe said she was assured a ramp and assistance would be waiting, but on arrival was told she was in a carriage beyond the platform, leaving her unable to get off.
GWR said it was "really sorry" and admitted "we let her down, both when we helped her board and at several points during her journey".
Phoebe, who has hereditary spastic paraplegia, external which causes weakness and stiffness in the leg muscles, said: "My mum specifically asked if a ramp and assistance would be waiting at Bath Spa. We were assured it would be."
While on the train, staff checked which station she would be getting off at numerous times during the incident in December 2025, she added.
Despite this, Phoebe was not told the carriage she was directed to would stop beyond the platform, leaving her unable to use a ramp to get off.
Phoebe took her parents to London as a Christmas gift, but on the journey home she was unable to get off the train
Phoebe and her parents had been returning to Bath, where she now lives, after attending a concert in London the night before, which she bought as a gift for her mum and dad before her diagnosis.