The spokesperson clarified that Nailsea and Backwell is not a fully accessible station, which is mentioned on the GWR website. She said: "We had never been to Backwell before, but we thought it was an ideal choice." However, Ms Eccott said she was left in a ‘horrendous’ situation after she and Mr Gray arrived back at Nailsea and Backwell Station at the other platform and realised they were stuck. "Nailsea & Backwell is not a fully accessible station, and we make information about its accessibility available through our website, National Rail Enquiries and our Passenger Assist service, so customers can plan their journeys in advance. "We remain committed to improving accessibility across our network and continue to work with industry and government partners to identify funding opportunities for accessibility improvements at stations, including Nailsea & Backwell."