Passenger Assistance at St Pancras

Yellowyodie

Hi folks I used PA quite a bit to & from St Pancras last year with my mum for treatment. So I decided that I was ready to try it alone when I went to cat sit for my brother & sister in law this past week. I got left on the platform for 45mins when I arrived, only helped by a bin man I wouldn't move for, who went to get help for me. Even though I'd asked/called several other people.

Then yesterday the staff decided they were going to leave me & another lady to wait on the platform instead of the new assistance lounge because there were quite a few of us & it would help them get us on the train easier!!!! Honestly! I have issues with noise sensitivities so although it would have been easier for them now I knew there was somewhere quieter it wouldn't been easier or any way pleasant for me. Given what the staff were saying in front of us, or rather behind us, they're all incredibly unhappy & understaffed. Not quite what I needed with my anxiety about this return journey going nuts.

My question is, has anyone else used PA at this station & had issues? Or has anyone else noticed big changes for the worse?

durhamjaide2001

I am so sorry to hear that you have had that experience I have had all good experiences from passenger assist I'm sorry to hear that you had a bad experience but you can complain

Rosie_Scope

Hi @Yellowyodie, I'm afraid I don't have an experience to share either but I wanted to at least say hello and welcome you to the community.

Sorry to hear you were left in such a difficult situation, that's not good at all. Would you consider making a complaint about what happened?

I hope your return journey goes much more smoothly.

Yellowyodie

Thank you both. I've started a complaint & have been told they want to compensate me. It's just the PA at St Pancras was always lovely last year. I just wondered if anyone else had noticed issues & a serious change. I would never have attempted this trip had I not had so many amazing PA experiences. It was almost like I'd gone into a completely different station. Really odd. The journey back wasn't great either. It was just so strange.

Holly_Scope

Hi @Yellowyodie that's terrible, I'm so sorry to read this. I appreciate a lot of area's are under-resourced but for it to impact you as it has, is really awful. It's good that you've started a complaint and hopefully this will help prevent further incidents.

Please share the outcome if you're happy to, and take care of yourself.

Best wishes,