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: What do you think? We welcome letters from our readers on a wide variety of subjects and you can send us a letter for publication here
Our top stories
- Oxford United v Swindon Town - UPDATES
- CLARIFICATION: Hygiene report of Delight 2 in Didcot
- Man 'obsessed' with BBC journalist goes on trial after allegedly breaching restraining order against her
- Families urged to consider signing up for organ donation
- Oxford United send match tickets to fans caught up in season ticket delay
- Five things you need to know in Oxfordshire today