He said, “On our way back to Dundee from down south we changed at Peterborough. Someone noticed we were having problems with our luggage and said they would phone Dundee station and get someone to meet us off the train.

“When we got to Dundee, however, there was no one there.

“The lift has been broken for weeks and when we asked for help we were told that we weren’t incapacitated so didn’t require assistance.

“We are both in our late 70s and while we aren’t invalids, we still find it hard to haul our luggage up the stairs.

“The staff there didn’t seem bothered at all. There is a steep set of stairs leading from the platform out of the station, and we find it impossible to get our baggage up the stairs without assistance.

“Once we had to ask to get the waiting room unlocked as it was freezing cold and we had no where to keep warm.

“The staff just don’t seem to care. If one of the ticket collectors on the train hadn’t helped us with our luggage, we’d probably still be in the station today!”

A spokesperson for ScotRail said that although the passenger lift was in the process of being refurbished, passengers had access to the goods lift at the station instead.

“There were posters around the station drawing attention to the fact that the goods lift could be used,” he said.

“With regards to the man being refused assistance, we would hope that our staff are always able to help.

“We would ask Mr Sangster to send a written complaint to us and we will take it very seriously.

“We usually try to make arrangements for disabled people and the elderly, but we normally need a couple of days notice.

“We don’t have a porter facility unlike stations of years ago or the big London stations, so it depends on who is working at the time.

“If we have prior notice, we will try to arrange it so that someone is on duty to help any passengers who need it.

“Obviously this one has slipped through our net, and we can only apologise to Mr Sangster and his wife.”