Mum Complains Station Staff Refused To Help Carry Baby And Buggy Up Stairs

14/08/2014 16:48 | Updated 22 May 2015

Station staff would not help mum with pushchair

A mum has launched a blistering attack on station staff after she claims they refused to help her carry her daughter's pushchair up a flight of stairs, leaving her stranded on a platform.

Sibylle Thies, 36, says she was told by staff at Salford Crescent station to get a train to another station, and a bus back to her final destination as she could not manage the stairs on her own.

The outraged mum says she was unable to carry her 19-month-old daughter, Athena, herself, and there was no lift at the recently refurbished station.

The Manchester Evening News reports that The Crescent is one of the busiest small stations in Greater Manchester and is used by 1.5m passengers a year.

A new lift is being built in the complex, and the old stairs are no longer in use.

Ms Thies told reporters that ticket office workers informed her they could not leave their posts, and that they were uninsured to help her. They said the only option for her to exit the platform without using the stairs was to get on another train and then a bus into Salford .

Sibylle commutes to Salford from Stoke-on-Trent for work, and said she was only eventually able to leave the platform when another passenger stepped in to help.

"No assistance was provided to allow me to exit the station," she said. "I had received no warning of what was waiting for me at my destination."

"Surely it's unethical not to help someone in that situation. They were very matter of fact. Their attitude was 'we don't have to help you, so we're not'."

"I was told it was up to me to decide if I wanted to carry my baby and pushchair up 36 steps or take a train back to another station and find another means of transport to Salford Crescent."

The furious mum said that 'obviously' she could not take her baby up on her own and then leave her alone at the top of the stairs to go back for her pushchair.

"She is only 19-months and would likely take a fall," she said. "I was lucky in that a commuter noticed my desperate situation and offered to take the pushchair up for me and gave me a helping hand when the station staff did not assist."

A spokeswoman for Northern Rail said they apologise to all their customers who are currently 'struggling' with the stairs.

"Improving accessibility at the station is vital for all our customers and we hope they will bear with us while the work gets under way," she said. "Since the station was built, passenger numbers have grown significantly and the on-going work on the new footbridge and lift will help customers with wheelchairs and buggies as well as those with heavy luggage."

Ms Thies said that she had no idea how she will cope over the next few months until the new lift is due to be operational.

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