An Exeter dad with MND, his family were stranded for hours after the AA failed to provide suitable assistance after breakdown.
Three vehicles came, but none were suitable for Peter, who uses a powered wheelchair; the AA knew this. The ordeal lasted eight hours, and they stayed in a hotel overnight instead of returning home. The AA initially offered £120 compensation.
DevonLive contacted them before they apologized for the incident that happened November 12, 2024. Peter was returning from Disneyland with his wife, son, and in-laws when their van broke down on the M20. They called the AA immediately, needing wheelchair access and mentioning their child.
Peter was diagnosed with MND in April 2022 and now relies fully on his wheelchair. The AA arrived in 30 to 45 minutes, but they waited two hours more for Highways England. The engineer closed the lane and said they’d go to the nearest services; instead, they were dropped at Asda, with the AA supposedly arranging their ride home.
Peter said it took nearly two hours for lane closure before an AA truck picked them up. Instead of a service station, they were left at Asda, and he felt the driver wanted to finish his shift. The situation was unsafe, cold, and unsuitable, leaving them nowhere to sit or get warm, forcing them to wait in the cold van for the next steps.
The van couldn’t be fixed that night, but they were promised a suitable vehicle for Exeter. The first taxi was a large car, unfit for Peter. After hours, Jess and Peter repeated their vehicle needs.
Another taxi arrived, also unsuitable, and the driver assumed Peter could transfer, which he cannot do physically. They sat in the cold for three hours while their son was exhausted, and his in-laws tried to find a solution. They bent Peter’s neck to fit in a third car, which was uncomfortable and humiliating.
The AA then booked a hotel, but even then, more delays occurred because the van battery needed charging and the tow truck lacked a charger. The AA promised the van would be fixed by morning and returned to them to drive home.
They received calls, delays, and miscommunication, and the repair finished nearly 24 hours later, at 1:45 pm. Peter believes he caught a cold and needed hospital care four days later. It’s crucial for MND patients to stay warm because they struggle regulating temperature and risk chest infections and pneumonia; even colds can have serious consequences due to the respiratory muscles being weak with MND.
Peter is fully wheelchair-dependent and needed a WAV with rear access, a low floor, and enough space. The AA failed them repeatedly, leaving them freezing in a car park, and two unsuitable vehicles came before the hotel. Peter and Jess are fighting for compensation and want an apology from the AA and assurance it won’t reoccur.
Peter expected a serious response from the AA, but the response was inadequate. They offered only £120, without a proper apology, explanation for what happened, vow to revise policies, or guarantee against future incidents, which made Peter feel like a burden.
He felt the AA couldn’t handle a disabled client, even though they must help under the Equality Act 2010, and they failed. Peter wonders what happens to others and has lost confidence in long trips now. What if he breaks down en route to the hospital? Will he be stranded again?
He wants the AA to fix policies for disabled people to prevent recurrence. The AA says they’re working with Peter and have addressed the issue to prevent repeats. The AA apologizes for falling short of expectations, admitting that while the delays from lane closures were not their fault, other areas needed improvement.
They will pay for the repairs, and the team works toward a solution with Peter. MND affects the brain and nerves, is progressive, and can shorten life. It affects walking, talking, eating, and breathing, and some have changes in thinking.
MND affects everyone differently. The MND Association says Peter’s experience is common, and people with MND often face travel barriers. Travel arrangements must constantly adapt to MND’s progression, and large firms like the AA must be more aware and empathetic.
Vehicle adaptations help guarantee safety, independence, and dignity, allowing families, like the Eveleigh’s, to experience trips. No one should feel ashamed if a specialist vehicle isn’t provided. More info on vehicle adaptations is available online.
