In message , Solar Pennguin
writes
Who advised them? A member of LUL station staff?

Yes, but it's not clear from the report if this was before or after
getting to the other side.

If so, why didn't the
staff member offer to help them carry the case over the stairs?

In the event, a fellow passenger came to the rescue. (Apparently there
were altogether four passengers, individually not a group, in the same
predicament. LUL could end up with a full-time porter there!)
--
Roland Perry