Passengers at Manchester Piccadilly station took matters into their own hands after being denied entry to a train despite being on time. The incident unfolded when Lou Monrow and her wheelchair-bound mother, Susan Hackett, arrived at their platform to find the train doors locked. Despite being told they were too late, Lou and a small group stood their ground, with one man initiating a protest by placing his foot on the train step and platform, insisting they were early for the 9.30 pm service.
In a video shared online, the group can be heard arguing with station staff who claim the passengers missed the train as they were running towards it. Lou expressed her frustration, stating that they had not missed the train as it was still there at the platform. She accused the Network Rail staff of being inflexible and commended the man leading the protest for his determination to board the train.
The standoff lasted for about 15 minutes before the passengers were eventually allowed onto the train. Lou, who was heading to Crewe, criticised the staff for not accommodating them promptly and believed they should have been allowed to board considering the circumstances. She highlighted the discrepancy in treatment, noting her mother, who uses a wheelchair, was ignored during the ordeal.
Lou, from Reading, Berkshire, defended their actions, stating that they were not being aggressive but rather passionate about being allowed to board the train they were on time for. She emphasised the inconvenience caused to other passengers due to the delay caused by the altercation. Despite facing criticism online, Lou stood by their decision to challenge the staff and gain access to the train.
The incident has sparked a debate online, with some supporting the passengers’ actions, while others question the validity of their claims. Network Rail explained that their policy dictates doors close 45 seconds before departure to maintain punctuality and ensure safety. They acknowledged the passengers’ frustration but stated that the station team followed protocol in refusing entry as the departure time was imminent, and the departure whistle had been sounded.
Lou’s video has garnered over 1.2 million views on TikTok, with viewers divided over who was at fault in this situation. While the British Transport Police have yet to comment on the incident, Transport for Wales declined to provide a statement. The incident serves as a reminder of the challenges faced by passengers with disabilities and the importance of understanding and accommodating their needs in public transport situations.