Regional rail operator V/Line has apologised to a south-west Victorian man with a disability who was forced to travel in the luggage compartment of a train in 2006.
Terang man Dean Saunders shared his experience last week as part of statewide protests into accessibility issues with the rail services across Victoria.
Mr Saunders, who uses a wheelchair, said he was forced to travel in a train's luggage compartment on a trip to Melbourne to watch the Commonwealth Games in 2006.
V/Line's executive general manager operations, Rochelle Reynolds, has since apologised to Mr Saunders.
"I am aware of that incident through the media reports, and certainly we would sincerely like to apologise to the customer for the experience they had," Ms Reynolds said.
Mr Saunders' sister, Lisa Guthrie, said the experience was so harrowing her brother now refuses to catch a train.
Ms Guthrie said she was yet to hear from V/Line personally and was unaware of the apology until contacted by the media.
"I acknowledge the apology, but it is 16 years too late," she said.
"What we really want to see is action, not just words."
Improvements made to accessibility
Ms Reynolds conceded some accessibility issues remained on the Warrnambool line that Mr Saunders travelled in 2006.
The state government put $36 million towards upgrading and maintaining V/Line's "classic fleet" of trains during the pandemic.
These older trains, which still run on the Warrnambool line, were still causing headaches for travellers with mobility aids.
"We certainly continue to listen to our passengers that the vast majority of our Warrnambool services do operate with accessible carriages," Ms Reynolds said.
"Velocity trains do offer more modern facilities … and the vast majority of our wonderful services do operate with accessible carriages."
Ms Reynolds said V/Line's policies had been updated since 2006 and passengers with mobility aids were no longer made to travel in the luggage compartment.
When accessible carriages are not available, V/Line provides alternative transport for passengers with accessibility needs, usually in the form of an accessible taxi.
