Until Universal Design is ubiquitous stories like these will continue where claims of accessibility turn out to be based on inadequate definitions of the word and explanations like "they needed someone with them to care for them" do not pass for acceptable customer service. Travel advice from Stuff.co.nz:
Shirley and Roy Dyer, who live in Rolleston, near Christchurch, said they could not even use the toilets on the 11-hour trip from Christchurch to Greymouth and back last Friday.When the train pulled into the Greymouth railway station, Shirley Dyer said she and her husband did not want to get off because it was such a hassle getting back on. "It took about half an hour to get on the train in Christchurch so we didn't want to go through that again.