My disabled son’s solo holiday plan was derailed by Eurostar | Consumer rights

My 18-year-old son AS is a full-time wheelchair user. He is trying to go abroad without us for the first time this summer, after finishing his A-levels. But we have hit a brick wall with Eurostar over some medical equipment he needs to take with him.

We booked and paid for the train journeys and hotel stays in Amsterdam for him and his carers. They use a hoist and sling to help him on to the toilet and into bed and, as his hotel doesn’t have ceiling track hoists, we have been trying to hire a mobile setup. This has proved extremely difficult.

The companies we have dealt with have been inadequate. Also, the sling system they use there is different from the UK’s, which is very risky as AS sits in one for long periods, so it’s vital it is comfortable.

None of this, however, would be a problem if Eurostar would permit him to take his own mobile hoist. It is about the size of a large rucksack, weighs 26kg and is on wheels. If we can’t send him with his hoist, he simply can’t go.

MS, Stonesfield

Initially, Eurostar said no to transporting what it described as “oversized medical equipment” because of health and safety requirements on board and within the stations.

However, after some to-ing and fro-ing, it has had a change of heart, and AS is now on his travels.

Eurostar says: “The safety and wellbeing of customers is always our number one priority. This case presented some particular logistical considerations, and we have worked closely with AS’s family and our assistance teams in London and Amsterdam to ensure his journey is as comfortable and smooth as possible.”

With the future of AS’s trip hanging in the balance, you ended up hiring a hoist for £548 and, by the time he was given the OK to take his own, it was too late to cancel. Eurostar has also agreed to refund this, and you are delighted.

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