Woman 'feels trapped' by scooter on bus test delay

A woman has said she feels trapped following a delay in gaining permission from a bus firm to use a mobility scooter on board.

Jennyfer Walker, from Willington in County Durham, said she was told by Arriva on 14 September she required a permit from the firm before she could board the X46 bus with her mobility scooter.

To obtain a permit, Walker was told she would need to undergo a pre-booked test to prove she could safely board and disembark with her scooter. She said Arriva initially told her it would be a "long time" before that could take place.

Arriva has now said it has booked Walker a test and the delay was due to staffing issues.

Walker was recently diagnosed with osteoporosis and has only just started using the scooter.

She said it was designed for use on public transport and she did not understand the need for a safety test in the first place.

"If it was a big scooter, I'd understand," she said.

There is no legal responsibility for buses to carry mobility scooters. Bus firms have differing rules about whether they allow the vehicles on board.

Walker said she only learned about the need for a permit after attempting to board the X46 on 14 September to go to hospital appointment.

She said the bus driver allowed her on to the bus but said he could not guarantee she would be able to board a return bus without the permit.

Walker said she tried to book a test needed for the permit that same day, but was told any such test would not occur for a "long time".

She said the lack of clarity had been "appalling".

"I've got depression and anxiety," she said. "I used to go out once a week with my friend but this is stopping us getting on a bus... I'm stuck in Willington."

Arriva confirmed on 2 October it had booked Walker in for a test needed for the permit.

She had previously contacted her local MP and councillor about the issue.

Arriva said it took accessibility "seriously" and it recognised the importance of contacting customers promptly and "setting clear expectations on process and timescales".

It said it was reviewing how requests like these were managed so communication and arrangements were made as quick and consistently as possible.

The firm said the tests were carried out for the safety benefits of customers, drivers and passengers.

Permits issued by one bus company do not necessarily apply to other bus firms.

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