Passengers using Truro train station are crying foul on new barrier changes saying elderly passengers cannot be helped onto trains safely.

The installation of ticket barriers at Truro train station was aimed at cracking down on “fare dodgers” but all users have welcomed the changes.

Truro and Falmouth MP Sarah Newton says that she has received complaints and that after contacting First Great Western said she had “received assurances” that they will be looking into the matter immediately.

Mrs Newton said: “The new barriers prevent anyone from gaining access to the platforms without a valid ticket or without a special platform pass which can be obtained from the ticket office. The idea was to tackle the number of fare dodgers who fail to pay for their journey before boarding a train. A number of passengers, however, have complained that they have not been able to see their friends or relatives safely onto their train or help them with their luggage. There have been a number of complaints that people have not been allowed to assist their elderly or disabled relatives to board their trains safely.”

She said that the company had said that staff should be on hand at the ticket barriers to allow certain people through, without a ticket, at their discretion, such as those helping elderly relatives with luggage. Sarah Newton added: “While I understand the need for these ticket barriers and that there may be teething problems with the new system, I would urge anyone who has a complaint to make it known to the station manager at Truro station as soon as possible.”

First Great Western said the changes were carried out to improve security and protect against potential fare-dodgers, “making things fairer for our paying customers”.

Responding to the complaints a spokesman said: “If you are not planning travel you should not be on the platform but our staff have ability to exercise discretion and let people through when help is needed.

He added that staff at the station were also able to help and that they had a dedicated service where people accessibility problems could call in advance.