Reader's story - Winter 2002
	Virgin on the exceptional
Travelling by train needn't be a problem for people with back pain as BackCare member and dog lover, Heather Swindell reveals

Having read last summer's edition of Talkback with my usual enthusiasm I wanted to tell readers about my very limited experience of rail travel with my canine friend, Gemma.

Although I have limited mobility, due to back pain, I have found life a little easier since Gemma, my Assistance Dog, arrived in 1998. I had heard about Assistance Dogs through Support Dogs in Sheffield and knew that the Organisation trained dogs to help with basic household tasks, such as picking up post and emptying the washing machine-anything that might usually require bending. As I was currently without a dog, the Organisation advised me to choose a rescue dog from the RSPCA. I came away with'57 varieties', Gemma and we went into training together. We are now a great team.

Since I have had Gemma, I have enjoyed trips to Crufts dog show at the NEC. The first time I went, in 1999, 1 travelled alone in my wheelchair with Gemma. It was my first attempt at train travel since my failed lamenectomies 11 years before.

Having made some initial enquiries about my proposed journey, I was put in touch with Virgin's assisted travel scheme. I know that Virgin get a lot of bad press but I found them absolutely superb! They got off to a great start by meeting me at Chesterfield station, taking me across the line, putting me on the train and settling me into my wheelchair space.

Although the journey wasn't too long, it did entail changing stations in Birmingham to get to Birmingham International. Again, I was met, taken to my connection and helped into my space. At the NEC I was greeted and taken to the concourse at the exhibition centre where I was met by Support Dog staff.

On my return the help was just as brilliant. I was settled into my space well in advance of the departure time and reassured that that Virgin staff would be meeting me at a specified time. On the train I not only had the wheelchair space but also the adjoining seats. There was absolutely no problem for me or Gemma. The excellent help continued throughout my journey.

I went to Crufts again last year and had the same positive experience, right from booking my ticket and space by phone to being delivered safely back to Chesterfield. I was not just left at Chesterfield station, either, as the booking staff had checked how I would get to and from the station. I was therefore 'handed over' to my husband!

I wrote to Virgin each time to express my gratitude for their attentiveness because, as I said earlier, they do receive some bad press. I know my train travel experiences are few and far between but the system obviously can, and does, work. My heart goes out to those disabled travellers who have had negative experiences because that must be traumatic. It is bad enough having to admit your dependency on others let alone being let down by those who are supposed to be providing assistance. My one regret is that trains are not equipped to take scooters. I was dependent on my wheelchair and on other people to push me. I hope new rolling stock will be made available with the facility for scooters.

If you have limited mobility, don't be put off train travel. As my experience shows, the rail companies can get it right. Why not give them the chance to get it right for you?