Oxford Tube sorry for deaf passenger's 'humiliation'

Oxford Tube sorry for deaf passenger's 'humiliation'

Oxford Tube sorry for deaf passenger's 'humiliation'

First published in News

A BUS company is investigating one of its drivers after a deaf woman claimed she was “humiliated” on a journey to Oxford.

Sarah Chapman, of Witney, complained to Stagecoach after the incident on its Oxford Tube service on Monday.

Mrs Chapman, 49, said she was returning to Oxford from London with a £20 return ticket she had bought on Friday, on which she was told her daughters, aged 13 and 15, could travel for free.

She alleges the driver forced her to pay £15 for her daughters and made a call on his mobile, which he then “waved” in her face on speakerphone, insisting she could hear.

On its website, the bus company states five- to 15-year-olds travelling with a fare-paying adult can use its service between the two cities free of charge.

Mrs Chapman, who wears hearing aids and relies on lip-reading, said: “It was humiliating to be in a stand-off with the driver, him waving the phone in my face and insisting that I could hear while I repeatedly told him that I couldn’t.

“It was also unpleasant for my teenage daughters, who had to tell me what the driver’s colleague was saying over the speakerphone and who heard the driver tell him ‘she says she can’t hear, but she can’.”

Stagecoach managing director Martin Sutton said: “We are very sorry about this incident and would like to apologise to Mrs Chapman for what has happened. We place great importance on training drivers in all aspects of customer service and we are investigating the matter so we can take appropriate action to ensure this does not happen again.”

Mrs Chapman said she was pleased the firm was investigating.

  • Do you want alerts delivered straight to your phone via our WhatsApp service? Text NEWS or SPORT or NEWS AND SPORT, depending on which services you want, and your full name to 07767 417704. Save our number into your phone's contacts as Oxford Mail WhatsApp and ensure you have WhatsApp installed.

Send your Letter to the Editor

11:20am Monday 28th July 2014

What do you think? We welcome letters from our readers on a wide variety of subjects and you can send us a letter through the blue headline above.


Our top stories

UPDATE: Car fire and oil spillage closes A40 near Ducklington and A34 car fire cause delays

Oxford Mail: A40 alert

4:03pm Friday 19th December 2014

A CAR fire and oil spillage closed the A40 westbound causing severe delays.

Motorcyclist 'punches pensioner and hits his car windscreen with helmet' after Cutteslowe crash

Oxford Mail: Thames Valley Police logo

12:00pm Friday 19th December 2014

A PENSIONER was “severely” injured when he was attacked in his car by a motorcyclist in Cutteslowe, police said.

UPDATE: Body found after motorhome fire at caravan site near Chipping Norton

Oxford Mail: Thames Valley Police logo

11:30am Friday 19th December 2014

A BODY was found after a fire at a caravan site motorhome.

What brilliant picture is in our Oxford Mail Advent Calendar today?

Oxford Mail:

6:00am Tuesday 9th December 2014

December is Advent Calendar time and we have a special new interactive graphic for you each and every day until Christmas Eve. I've chosen the best 24 pictures of 2014 and I'll be unveiling one a day - so what is behind's today's door?

Oxford United striker John Campbell is keen to make his mark at Hartlepool

Oxford Mail:

9:30am Friday 19th December 2014

John Campbell admits it would be difficult to keep his kit on if he was able to make an impact on debut for Oxford United tomorrow.

‘New £9.2m Leys pool’s too small for contests’

Oxford Mail:

7:00am Friday 19th December 2014

SWIMMING competitions planned for the new £9.2m pool in Blackbird Leys could be at risk due to lack of space, it has been warned.

Comments (17)

Please log in to enable comment sorting

6:53am Wed 30 Jul 14

Vernon Spools says...

I had issues with Oxford Tube, guys on mobile phones when they should be handling customers, over charging and charging for children when they should be free, rudeness and blaming it on the customer for buying the wrong ticket. They have lowered their customer service levels recently, and in my experience they have form in dealing with customers like this!
I had issues with Oxford Tube, guys on mobile phones when they should be handling customers, over charging and charging for children when they should be free, rudeness and blaming it on the customer for buying the wrong ticket. They have lowered their customer service levels recently, and in my experience they have form in dealing with customers like this! Vernon Spools
  • Score: 24

7:51am Wed 30 Jul 14

HomerSimpsonDoh says...

Usual service from Stagecoach resumes.
Usual service from Stagecoach resumes. HomerSimpsonDoh
  • Score: 0

8:43am Wed 30 Jul 14

Andrew:Oxford says...

Let's see the video of the interaction...
Let's see the video of the interaction... Andrew:Oxford
  • Score: 6

8:50am Wed 30 Jul 14

Andrew:Oxford says...

A quick look at the Oxford Tube website also reveals two conflicting statements:-

First Statement in large font:-

& Don't forget kids for free...

Up to 2 children under 16 travel for free when accompanied by a fare-paying adult (excluding Tube12), any day except Saturday


Second Statement in smaller Font:-

Kids go free

Free travel is based on one child aged between 5-15 travelling with one fare-paying adult. The free travel offer is available on journeys between Oxford and London and is not available between Oxford and Lewknor or Hillingdon and London.
A quick look at the Oxford Tube website also reveals two conflicting statements:- First Statement in large font:- & Don't forget kids for free... Up to 2 children under 16 travel for free when accompanied by a fare-paying adult (excluding Tube12), any day except Saturday Second Statement in smaller Font:- Kids go free Free travel is based on one child aged between 5-15 travelling with one fare-paying adult. The free travel offer is available on journeys between Oxford and London and is not available between Oxford and Lewknor or Hillingdon and London. Andrew:Oxford
  • Score: 3

12:00pm Wed 30 Jul 14

sablond oxford says...

clearly Oxford Tube need to sort out what their policy actually is and make sure ALL drivers know it.
Disgusting treatment. Didn't the drive twig when her daughters were telling her what the person on the phone was saying by reading their lips that she really couldn't hear!!
clearly Oxford Tube need to sort out what their policy actually is and make sure ALL drivers know it. Disgusting treatment. Didn't the drive twig when her daughters were telling her what the person on the phone was saying by reading their lips that she really couldn't hear!! sablond oxford
  • Score: 9

3:18pm Wed 30 Jul 14

WellLookyHere says...

The fact that this lady is hard of hearing is irrelevant to the overall attitude of people working with the public. Too many are getting away with being rude these days. And for the few who are still polite – their reputation has already become tarnished by their colleagues. They are the minority.
Bus drivers, shop assistants, police (PCSOs), postal staff, bank cashiers etc. No body wants to smile any more, nobody wants to help and make things better for others. All too keen to make sure everyone knows whose in charge. Where ever I go I feel like I’m being blamed for something from people I don’t even know. Constantly being given looks of "I’m in charge around here", almost delusional.
This coach driver for example, it seems more like authority over the customer than "OK, let me help you with that".
Everyday I go to Google News – Oxford Mail and I’m instantly shown the "Scales of Justice" humiliating whole families because some kid stole a bloody ready meal or a 65 year old went 35mph in a 30 mph zone.
All the while this stuff is going on all day everyday. And nothing happens.
This driver doesn’t need to lose his job. He needs (like most people) a lesson in manners. He/She can start with a full personal apology to the lady in question and her children.
Then the driver should be named and shamed. Humiliation – a punishment to fit the crime.
Plus I think we all have the right to refuse putting our lives in the hands of someone who clearly doesn’t care for his/her passengers. We should have the right to know who it is.
I agree with Andrew, lets see the footage.
The fact that this lady is hard of hearing is irrelevant to the overall attitude of people working with the public. Too many are getting away with being rude these days. And for the few who are still polite – their reputation has already become tarnished by their colleagues. They are the minority. Bus drivers, shop assistants, police (PCSOs), postal staff, bank cashiers etc. No body wants to smile any more, nobody wants to help and make things better for others. All too keen to make sure everyone knows whose in charge. Where ever I go I feel like I’m being blamed for something from people I don’t even know. Constantly being given looks of "I’m in charge around here", almost delusional. This coach driver for example, it seems more like authority over the customer than "OK, let me help you with that". Everyday I go to Google News – Oxford Mail and I’m instantly shown the "Scales of Justice" humiliating whole families because some kid stole a bloody ready meal or a 65 year old went 35mph in a 30 mph zone. All the while this stuff is going on all day everyday. And nothing happens. This driver doesn’t need to lose his job. He needs (like most people) a lesson in manners. He/She can start with a full personal apology to the lady in question and her children. Then the driver should be named and shamed. Humiliation – a punishment to fit the crime. Plus I think we all have the right to refuse putting our lives in the hands of someone who clearly doesn’t care for his/her passengers. We should have the right to know who it is. I agree with Andrew, lets see the footage. WellLookyHere
  • Score: 15

3:35pm Wed 30 Jul 14

locodogz says...

WellLookyHere wrote:
The fact that this lady is hard of hearing is irrelevant to the overall attitude of people working with the public. Too many are getting away with being rude these days. And for the few who are still polite – their reputation has already become tarnished by their colleagues. They are the minority.
Bus drivers, shop assistants, police (PCSOs), postal staff, bank cashiers etc. No body wants to smile any more, nobody wants to help and make things better for others. All too keen to make sure everyone knows whose in charge. Where ever I go I feel like I’m being blamed for something from people I don’t even know. Constantly being given looks of "I’m in charge around here", almost delusional.
This coach driver for example, it seems more like authority over the customer than "OK, let me help you with that".
Everyday I go to Google News – Oxford Mail and I’m instantly shown the "Scales of Justice" humiliating whole families because some kid stole a bloody ready meal or a 65 year old went 35mph in a 30 mph zone.
All the while this stuff is going on all day everyday. And nothing happens.
This driver doesn’t need to lose his job. He needs (like most people) a lesson in manners. He/She can start with a full personal apology to the lady in question and her children.
Then the driver should be named and shamed. Humiliation – a punishment to fit the crime.
Plus I think we all have the right to refuse putting our lives in the hands of someone who clearly doesn’t care for his/her passengers. We should have the right to know who it is.
I agree with Andrew, lets see the footage.
Hold on?

"humiliating whole families because some kid stole a bloody ready meal or a 65 year old went 35mph in a 30 mph zone."

then

"the driver should be named and shamed. "

Won't that humiliate his whole family?
[quote][p][bold]WellLookyHere[/bold] wrote: The fact that this lady is hard of hearing is irrelevant to the overall attitude of people working with the public. Too many are getting away with being rude these days. And for the few who are still polite – their reputation has already become tarnished by their colleagues. They are the minority. Bus drivers, shop assistants, police (PCSOs), postal staff, bank cashiers etc. No body wants to smile any more, nobody wants to help and make things better for others. All too keen to make sure everyone knows whose in charge. Where ever I go I feel like I’m being blamed for something from people I don’t even know. Constantly being given looks of "I’m in charge around here", almost delusional. This coach driver for example, it seems more like authority over the customer than "OK, let me help you with that". Everyday I go to Google News – Oxford Mail and I’m instantly shown the "Scales of Justice" humiliating whole families because some kid stole a bloody ready meal or a 65 year old went 35mph in a 30 mph zone. All the while this stuff is going on all day everyday. And nothing happens. This driver doesn’t need to lose his job. He needs (like most people) a lesson in manners. He/She can start with a full personal apology to the lady in question and her children. Then the driver should be named and shamed. Humiliation – a punishment to fit the crime. Plus I think we all have the right to refuse putting our lives in the hands of someone who clearly doesn’t care for his/her passengers. We should have the right to know who it is. I agree with Andrew, lets see the footage.[/p][/quote]Hold on? "humiliating whole families because some kid stole a bloody ready meal or a 65 year old went 35mph in a 30 mph zone." then "the driver should be named and shamed. " Won't that humiliate his whole family? locodogz
  • Score: 1

4:46pm Wed 30 Jul 14

LouiseOxford says...

Andrew:Oxford wrote:
A quick look at the Oxford Tube website also reveals two conflicting statements:-

First Statement in large font:-

& Don't forget kids for free...

Up to 2 children under 16 travel for free when accompanied by a fare-paying adult (excluding Tube12), any day except Saturday


Second Statement in smaller Font:-

Kids go free

Free travel is based on one child aged between 5-15 travelling with one fare-paying adult. The free travel offer is available on journeys between Oxford and London and is not available between Oxford and Lewknor or Hillingdon and London.
I don't get what's confusing? The two quotes are just different ways of saying the same thing. "Under 16" i.e. younger, but not 16 years old (
[quote][p][bold]Andrew:Oxford[/bold] wrote: A quick look at the Oxford Tube website also reveals two conflicting statements:- First Statement in large font:- & Don't forget kids for free... Up to 2 children under 16 travel for free when accompanied by a fare-paying adult (excluding Tube12), any day except Saturday Second Statement in smaller Font:- Kids go free Free travel is based on one child aged between 5-15 travelling with one fare-paying adult. The free travel offer is available on journeys between Oxford and London and is not available between Oxford and Lewknor or Hillingdon and London.[/p][/quote]I don't get what's confusing? The two quotes are just different ways of saying the same thing. "Under 16" i.e. younger, but not 16 years old ( LouiseOxford
  • Score: -6

4:48pm Wed 30 Jul 14

LouiseOxford says...

... (
[continued] ... ( LouiseOxford
  • Score: -4

5:18pm Wed 30 Jul 14

Sid Hunt says...

'aged between 5-15' would mean from the age of 5 years and 14 years 364 days. Under 16 means up to the the age of 15 years and 364 days (ignoring leap years)

Therefore, two distinct age ranges. Also, does the first statement indicate that those under 5 pay a fare?


'Up to 2 children under 16 travel for free when accompanied by a fare-paying adult'
'Free travel is based on one child aged between 5-15 travelling with one fare-paying adult'

There is an obvious discrepancy between '2 children' and 'one child' with one fare-paying adult.

Still think it's crystal?
'aged between 5-15' would mean from the age of 5 years and 14 years 364 days. Under 16 means up to the the age of 15 years and 364 days (ignoring leap years) Therefore, two distinct age ranges. Also, does the first statement indicate that those under 5 pay a fare? 'Up to 2 children under 16 travel for free when accompanied by a fare-paying adult' 'Free travel is based on one child aged between 5-15 travelling with one fare-paying adult' There is an obvious discrepancy between '2 children' and 'one child' with one fare-paying adult. Still think it's crystal? Sid Hunt
  • Score: 5

9:28pm Wed 30 Jul 14

Milkbutnosugarplease says...

I lived next door to a shared house occupied by a group of bus drivers about 5 years ago. They were hard-drinking slobs who couldn't be bothered to put their empty bottles in the bin - the rear patio was covered with them. Some drivers are very patient and polite but others seem to enjoy winding up the public as a kind of revenge perhaps for their own feeling of being harassed.
I lived next door to a shared house occupied by a group of bus drivers about 5 years ago. They were hard-drinking slobs who couldn't be bothered to put their empty bottles in the bin - the rear patio was covered with them. Some drivers are very patient and polite but others seem to enjoy winding up the public as a kind of revenge perhaps for their own feeling of being harassed. Milkbutnosugarplease
  • Score: 2

12:42pm Thu 31 Jul 14

The New Private Eye says...

Most of you seem to be getting confused by the difference between a Multi-National Company that is only concerned with the bottom line, and a company that provides a public service. Stagecoach comes under the former so is it really surprising that they want to milk their customers for every penny that they can.
Most of you seem to be getting confused by the difference between a Multi-National Company that is only concerned with the bottom line, and a company that provides a public service. Stagecoach comes under the former so is it really surprising that they want to milk their customers for every penny that they can. The New Private Eye
  • Score: 1

3:22pm Thu 31 Jul 14

The New Private Eye says...

It seems that our most prolific contributor King Joke has lost his voice. Either it was him driving the bus or one of his good friends. But then again he could have been promoted upstairs to The Stagecoach Ivory Towers and will not try and defend the indefensible.
It seems that our most prolific contributor King Joke has lost his voice. Either it was him driving the bus or one of his good friends. But then again he could have been promoted upstairs to The Stagecoach Ivory Towers and will not try and defend the indefensible. The New Private Eye
  • Score: 0

3:57am Sat 2 Aug 14

Myron Blatz says...

Stagecoach's boss was right to make the apology via the Oxford Mail, and I'm sure it will refund the fare as an act of good faith - and despite some pretty grumpy comments from Readers about the incident, it is perhaps wrong to suggest that this thing is either commonplace or because bus operators don't care about their customers - better known as passengers. Buses may run late, break-down or not even turn-up on rare occassions, but either via County Council subsidies, run commercially or a mixture of both, all the different local and national bus and train operators have one thing in common - they depend upon people to use and pay for the services provided. If this particular incident was more widespread and common, then we'd hear about such things on a more regular basis in the Oxford Mail - though even just one incident is not excusable, and something which Stagecoach had the guts to admit. If only Oxford City and Oxfordshire County Councils were as forthcoming, instead of so often seeming to operate policies of corporate deflection and denial of liability, maybe best illutrated by Temple Cowley Pool, the 'bombsite' where Cowley Community Centre once stood, and the way Labour got rid of the public democracy which Area Committees used to offer each month,only to be replaced with an annual 'Area Forum' which has topics chosen by City Council to promote as PR sopps, and in Community Centres increasingly being manipulated and controlled by City Council. Maybe the big difference is that City Councillors only need the 'public vote' once every four years, whereas businesses like Stagecoach depend upon public support every day, and every bus or coach journey to stay in business and in profit!
Stagecoach's boss was right to make the apology via the Oxford Mail, and I'm sure it will refund the fare as an act of good faith - and despite some pretty grumpy comments from Readers about the incident, it is perhaps wrong to suggest that this thing is either commonplace or because bus operators don't care about their customers - better known as passengers. Buses may run late, break-down or not even turn-up on rare occassions, but either via County Council subsidies, run commercially or a mixture of both, all the different local and national bus and train operators have one thing in common - they depend upon people to use and pay for the services provided. If this particular incident was more widespread and common, then we'd hear about such things on a more regular basis in the Oxford Mail - though even just one incident is not excusable, and something which Stagecoach had the guts to admit. If only Oxford City and Oxfordshire County Councils were as forthcoming, instead of so often seeming to operate policies of corporate deflection and denial of liability, maybe best illutrated by Temple Cowley Pool, the 'bombsite' where Cowley Community Centre once stood, and the way Labour got rid of the public democracy which Area Committees used to offer each month,only to be replaced with an annual 'Area Forum' which has topics chosen by City Council to promote as PR sopps, and in Community Centres increasingly being manipulated and controlled by City Council. Maybe the big difference is that City Councillors only need the 'public vote' once every four years, whereas businesses like Stagecoach depend upon public support every day, and every bus or coach journey to stay in business and in profit! Myron Blatz
  • Score: 0

10:31pm Sat 2 Aug 14

H.J.Harris says...

This incident is deplorable. Thankfully I have never encountered such an attitude. Many of the buses I use are from the Witney garage and the drivers are of a very high standard of skill and politeness.
Please don't tar all bus drivers with the same brush.
This incident is deplorable. Thankfully I have never encountered such an attitude. Many of the buses I use are from the Witney garage and the drivers are of a very high standard of skill and politeness. Please don't tar all bus drivers with the same brush. H.J.Harris
  • Score: 2

12:00pm Sun 3 Aug 14

fantasticobella says...

How did this suddenly become a political issue?!!??
How did this suddenly become a political issue?!!?? fantasticobella
  • Score: -1

12:30pm Tue 5 Aug 14

gas465 says...

Sid Hunt wrote:
'aged between 5-15' would mean from the age of 5 years and 14 years 364 days. Under 16 means up to the the age of 15 years and 364 days (ignoring leap years)

Therefore, two distinct age ranges. Also, does the first statement indicate that those under 5 pay a fare?


'Up to 2 children under 16 travel for free when accompanied by a fare-paying adult'
'Free travel is based on one child aged between 5-15 travelling with one fare-paying adult'

There is an obvious discrepancy between '2 children' and 'one child' with one fare-paying adult.

Still think it's crystal?
What it is stating that for the offer to be valid, at least one adult and one child must be using the offer. For example, 2 adults could not use the free travel.
[quote][p][bold]Sid Hunt[/bold] wrote: 'aged between 5-15' would mean from the age of 5 years and 14 years 364 days. Under 16 means up to the the age of 15 years and 364 days (ignoring leap years) Therefore, two distinct age ranges. Also, does the first statement indicate that those under 5 pay a fare? 'Up to 2 children under 16 travel for free when accompanied by a fare-paying adult' 'Free travel is based on one child aged between 5-15 travelling with one fare-paying adult' There is an obvious discrepancy between '2 children' and 'one child' with one fare-paying adult. Still think it's crystal?[/p][/quote]What it is stating that for the offer to be valid, at least one adult and one child must be using the offer. For example, 2 adults could not use the free travel. gas465
  • Score: 0

Comments are closed on this article.

Send us your news, pictures and videos

Most read stories

Local Info

Enter your postcode, town or place name

About cookies

We want you to enjoy your visit to our website. That's why we use cookies to enhance your experience. By staying on our website you agree to our use of cookies. Find out more about the cookies we use.

I agree