Legal challenge launched against Transport for Wales over Passenger Assist failures at Cardiff Central

The failures in the Passenger Assist service has left a young autistic man unable to travel independently for around 10 months and, as a result, has caused him to miss more than 27 weeks of specialist drama training and education. 

The legal challenge has been brought on behalf of Danny Thomas, an 18‑year‑old autistic man with dyspraxia and learning difficulties, who relies on Passenger Assist to travel safely by train from Swansea to Cardiff.  

Since spring 2025, repeated problems at Cardiff Central station mean Danny has been left unattended on platforms, not met by staff at all, or boarded without the support he needs. Danny also faced a number of failings with Passenger Assist at Cardiff Central before spring 2025. 

A Letter Before Claim has been sent to TfW – the first step towards judicial review proceedings – in which Danny, supported by his mother, Sally, argues that ongoing failures in TfW’s Passenger Assist service breach equality and human rights law.  

Danny is represented by law firm Leigh Day and argues that, as a result of TfW’s failure to support him, he has been unable to attend large parts of his Drama Foundations course at Hijinx, a Cardiff‑based theatre company that works with learning‑disabled and autistic performers.  

Danny has missed more than 27 weeks of education and enrichment, and his family says his place on the waiting list for Hijinx’s professional training academy is now at risk as he would be unable to travel safely and independently to Cardiff when a place becomes available. 

Passenger Assist has consistently worked successfully at Swansea station, where Danny boards the train to Cardiff.  However, Danny and Sally argue the service has repeatedly failed at Cardiff Central. They say staff have failed to meet him at the Passenger Assist point, left him alone in busy and noisy environments despite clear instructions that he must not be left unattended, and failed to stay with him until his train arrived or ensure he was seated safely on board. 

In a legal letter, Danny argues that these failures have had a serious and lasting impact on Danny’s confidence, independence and wellbeing. Despite months of complaints, meetings with senior TfW staff, political interventions and temporary workarounds involving short‑term support workers, they say the underlying problems remain unresolved. 

Danny and Sally argue that TfW has failed to comply with its duties under the Equality Act 2010 and the Human Rights Act, including its obligation to have regard to the needs of disabled passengers and to operate Passenger Assist in a way that allows disabled passengers to travel safely and with dignity. 

They are calling on TfW to take urgent action to fix Passenger Assist not only at Cardiff Central but across its network, warning that Danny’s experience highlights wider, systemic safeguarding failures affecting many disabled passengers. 

Danny’s mother, Sally Thomas, said: 

“After months of trying to communicate constructively with senior executives at Transport for Wales, Danny and other disabled passengers continue to be let down. This is not a one-off situation – Danny has been repeatedly failed. Through my advocacy I know that he is far from alone in this. Many disabled passengers are facing the same barriers and the same failures. 

“TfW must take accountability and make the changes needed so that disabled passengers can travel safely and with dignity. Until Passenger Assist works reliably for everyone across Wales, people like Danny will continue to be excluded.” 

Danny said: 

“My mum has been talking to Transport for Wales about this for a very long time, and it still isn’t better. All I want is to be able to travel by train whenever I want or need to.” 

Leigh Day solicitor, Kate Egerton, who represents Danny, said: 

“Danny is entitled to travel by train reliably and safely on an equal basis to everyone else. 

“Our client’s experience paints a deeply troubling picture of a Passenger Assist service that exists on paper but is failing disabled passengers in practice. Despite fully engaging with Passenger Assist and doing everything required of him, Danny has been left stranded, distressed and denied access to essential education and social opportunities. 

“Disabled passengers should not have to fight for equitable access to services to which they are legally entitled.”