Disability Travel - LHR terminal 1 crazyness

Hi all. I have recently undertaken a flight from LHR terminal 1. My ticket had the WCHC code on it for wheelchair assistance, as I am currently on crutches following a tendon operation. I thought I'd post my experineces....

Just inside the entrance to the terminal is the special assistance request point. I had arrived at the terminal on an access bus who took me to this point, along with my luggage.

The lady at the request point advised me that I needed to check in and obtain a boarding pass before a wheelchair could be provided. The problem with this however was that I couldn't take my luggage to the check-in desks (being on crutches). I stood my ground with her and eventually she wheeled the luggage the 100 yards or so to the back of the check-in crew.

The airline staff were friendly (and appeared to be genuinely disgusted with the mobility assistance lady's attitude), took my luggage, checked me in, and gave me the boarding pass, and I returned to the assistance section.

The assistance people then asked me to take a seat, and wait to be dealt with. This was approximately 2 hours before my flight, and being a frequent flyer and a member of the airline's frequent flyer scheme, I am entitled to sit in their lounge, and access thier business facilities, so I was slightly annoyed by this.

After about 40 minutes, I was taken through security and into the "air-side special assistance waiting area". Although I was allowed to leave this area, this is a good 10 minutes walk from the business lounge, and no assistance could be provided - that is I would have to make my own way to the lounge and then back again to the waiting area. This was impossible for me as that is just too far for me to walk at the moment. The waiting area has no facilities whatsoever, except for a water dispenser which was out of cups. Another passenger asked the attendant if he could get a cup as his wife needed to take some medicine, only to be told that there weren't any.

Eventually I was taken through to the plane, but all in all I found the service severely lacking.

Not being a regularly disabled traveller, this gave me a real insight into the way in which disabled people are treated, and I am thoroughly disgusted. Furthermore, I am sure this must be in contravention of the disability discrimination legislation in the UK, which is intended to ensure that disabled individuals are not treated less favourably than able-bodied individuals.

I will be writing a letter to the airline (along with another complaint, as my luggage never arrived at its destination) and will post on here the outcome if anyone is interested to see it!

Matt

Sorry to hear about your experiences. As another temporarily disabled traveller (hip replacement in 9 days - yay!), I can understand the frustration and feeling of helplessness. I don't have any specific advice, but just some comments to add another perspective:

I recently transited LHR (arriving from GVA at T5 and leaving for SYD from T4) and the wheelchair service was great. Admittedly I was starting from an incoming aircraft and not check-in, but one guy took me to the inter-terminal bus point in T5, and a second guy met me in the bus dropoff in T4, took me to the Terraces Lounge, and then came and collected me later to board my SYD-bound flight. He was really helpful and friendly. ^

In some airports (US ones, for example), the wheelchair assistance is managed by the airport or an external contractor while in others (SYD), they are airline employees. Given the difference between your experience and mine, perhaps the different airlines have different procedures at LHR. (I was on BA/QF, FWIW.)

On the way out, though, I transited though FRA and had experiences similar to yours - parked in a "disabled waiting room" and then in another "special departure area", neither of them very appealing. I felt like a piece of freight, actually. No one attempted to ask if I needed anything. :td: Due to the late arrival of the ex-SYD flight, I didn't have a lot of time, otherwise I would have tried to go to the AA lounge (outside security); I don't know if they would have taken me there or not.

Finally, the previous trip when leaving SYD, I was told that the wheelchair assistant "couldn't possibly" take me through security until an hour before departure (sounds like your forty minutes of waiting at check-in). And I was at the check-in desk a lot more than 2 hours before the flight (especially as it was progressively delayed) so it would have meant sitting at the check-in area for about 3 hours! I insisted that I was meeting someone at the QF lounge; with much rolling of eyes the agent said "she'd check" and a few minutes later a friendly assistant arrived and took me to the lounge. ^

FWIW, I encourage you to find out whether wheelchair assistance is managed by your airline or by BAA and write your letter accordingly. It sounds like you handled things well, but if you find yourself in the same situation, you've seen that you need to be firm about insisting on what you want - sometimes it helps, sometimes not. I learned that from some nice people in this very forum. :)

Hope you're off the crutches soon.

Shamp, look up the EU legislation about travelling with a mobility disability. It very clearly states which services an airline and airport must provide. Especially the remark from the special services lady does not comply with this. Send an official complaint to FRA about that, as they are responsible for this type of service. If they do nothing with it, your next options are explained also in the legislation mentioned above. I'll post a link at the end of this message to the legislation in english, but it is available in every language spoken within the EU.


From what I understand FRA is overwhelmed by the number of people requesting assistance. While that is no way near any excuse, it seems to be practise. Anyhow, I've got a connecting I'll be making in a couple of weeks at FRA. Knowing some planes do not land at the gate, the fact I can't be carried of a stairs without me ending up in hospital and having many other very specific needs, I contacted Fracare a couple of weeks ago.

I explained my needs and concerns. Within minutes the people of Fracare understood and took care of a lot of extra stuff. They have noted all of the needs, and there is supposed to be a loadingtruck waiting for me if we do end up not being directly at a gate. (which isn't standard, normally they send EMT's to carry somebody off if need be) The also highlighted my need for assistance, explaining that they are overwhelmed and spread too thin and try to highlight the people of which they know they'll need assistance the most.

They actually called me back a week later to confirm things, and told me to please feel free to check up on things the week before I fly. They've also provided me with the direct phonenumber of the supervisor special service at Fracare, as he's the one that is looking after my case and will make sure things will run smoothly.

It's still all 'just' words and we all know things can go wrong between words and practice. It does however put my mind at ease for as far as they can, and we'll just wait and see what happens in a few weeks.



Anyhow, the EU legislation in english; http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=OJ:L:2006:204:0001:01:EN:HTML

Your experience at LHR reminds me of my summer experience at CPH. This is something new. It wasn't like this on previous journeys through CPH and FRA. I especially hate the new waiting area concept. They would not listen to anything I said and just dropped me off there. I really threw a fit when they put off helping me to my gate until 15 minutes or so prior to departure to the US. It was awful when security would not let us through ahead of the line (which was really long). Eventually the security people let us through, and I just made my flight. There's a lot more. The wheelchair service has gone way downhill in Europe, if other airports are doing this stuff.

I may have introduced some confusion; the OP was talking about LHR and I brought in FRA as a point of comparison.

Flyingwheels, I hope things go well for you in FRA. I had other problems there. Notably, having said that I could manage stairs (meaning a human-scale flight of stairs, preferably with a handrail), I ended up having to jump 45 cm from the door of the plane down to the top of the rolling stairs thingy! Complete story in another thread over here (http://www.flyertalk.com/forum/showthread.php?t=873396). Be prepared to wait until they get it right for you!

The "disabled waiting area" at FRA was just weird. The first one was like a dentist's waiting room - the assistant parked my wheelchair there, pointed at the tea/coffee stuff and went away. Then she came back and asked for my e-ticket stuff, went away and came back with my boarding pass. After a few more minutes, she took me to the other side of the airport, through security, etc, and deposited me in another "special handling waiting area" which was just a dark room with some chairs. 20 minutes later someone else came, took me through security (again) and out to the bus that went off to the plane. It all feels very much like it's set out for their convenience, not yours.

Not just you RadioGirl, I also just blatently followed you, woops. Anyhow, most importantly; the legislation also applies at LHR, which leaves Matt with the same options and rights. Nothing too great after the situation has happened, but better then none.


Radiogirl, I read your story about FRA. It's one of the very many stories of why I advice anybody flying with mobility problems not to 'be positive' about their disability, explaining how 'can manage stairs' can become 'you can climb 15 flights of stairs' and 'can walk small amounts of distance' can become 'ah, so you can walk from this gate, to the one at the other side of the airport since we decided to have a gatechange'. By the way, did you discuss your story with FRA and Fracare yet? It could end up in a bit of a discussion, but with the new legislation it could be very interesting to go further into your story and make them think about WHAT is reasonable, especially if there were enough clues in your information that you have limitations and have been focal enough about it.

I'm not too worried. I'm very well prepared, as I always am. Having this thing sorted out to such an extend higher management is dealing with it up front should either make things go very smoothly or have FRA look beyond careless and stupid. And somehow I'm starting to believe they do not want the latter. They have taken note of my specific situation and the info is being processed in such a way, you'ld think they are talking about some royal ancient fragile egg. (I am as fragile as Humpty Dumpty -or even more?- but not royal, nor ancient ;) )

I'll see if we hit the waiting area. Looking at how much time is scheduled to be between my incoming and outgoing flight, I doubt it. Time will tell. Hopefully I'll be back on here in a couple of weeks to tell from experience things can go off without a hitch at FRA also.


PS; SYD and QF? That was the combination that is in my top 3 of 'need a lot of time, patience and firmness to get what is needed'. ;)

Radiogirl, I read your story about FRA. It's one of the very many stories of why I advice anybody flying with mobility problems not to 'be positive' about their disability, explaining how 'can manage stairs' can become 'you can climb 15 flights of stairs' and 'can walk small amounts of distance' can become 'ah, so you can walk from this gate, to the one at the other side of the airport since we decided to have a gatechange'.

I know what you're saying, but it was a risk-management decisions. I was worried about the time it would take to get off the plane if I said I couldn't climb any stairs at all, when an ordinary flight (or even two) is not a problem. My ex-SYD flight was really delayed and I was worried about missing my FRA-GVA flight, which would have complicated things on my arrival. And landing in FRA, I was told that they weren't going to make us use the stairs and were bringing some sort of lift. It was only at the door of the aircraft that I saw what they expected me to do, and the guy with CP and the girl with crutches were already halfway down the steps.

In hindsight, I'm not sure I would have booked "no stairs" just to avoid this, as it would have really slowed down some other transitions where I was okay on stairs.

By the way, did you discuss your story with FRA and Fracare yet? It could end up in a bit of a discussion, but with the new legislation it could be very interesting to go further into your story and make them think about WHAT is reasonable, especially if there were enough clues in your information that you have limitations and have been focal enough about it.

I wanted to cool down and put it in perspective, and I've been flat out at work before I go for surgery (only 6 days to go now!), but when I have time off afterwards I'll compose a calm but firm letter.

Hopefully I'll be back on here in a couple of weeks to tell from experience things can go off without a hitch at FRA also.

Will look forward to hearing how it goes. All the best!


PS; SYD and QF? That was the combination that is in my top 3 of 'need a lot of time, patience and firmness to get what is needed'. ;)

Having done two "wheelchair" trips to/from SYD on QF, I had one minor problem (mentioned above), one more significant problem (http://www.flyertalk.com/forum/showpost.php?p=9922591&postcount=26), but this last trip was flawless at both start and finish. I guess it depends on a lot on the individuals.

As another temporarily disabled traveller (hip replacement in 9 days - yay!).

^6 days and counting? Good Luck with your upcoming surgery. I know many people who have had this done and it was a great relief to them.^

^6 days and counting? Good Luck with your upcoming surgery. I know many people who have had this done and it was a great relief to them.^

Thanks for the good wishes (and only three days now!). :) Looking forward to the relief and a few weeks at home.

Thanks for the good wishes (and only three days now!). :) Looking forward to the relief and a few weeks at home.

Good luck with your surgery. I've had three hip replacements, the left one was done twice because the first one wore out.

Is this your first? If so, welcome to the world of getting a secondary whenever you fly!

Good luck with your surgery. I've had three hip replacements, the left one was done twice because the first one wore out.

Is this your first? If so, welcome to the world of getting a secondary whenever you fly!

Thanks for the good wishes - it's all over now and I'm back at home. They had to do it over a week later as it dislocated (twice:eek:) after the first surgery, but I'm assured it's not coming loose again.

Yes, it's my first; I'm younger than average for such surgery and look younger than I am, so I expect major harrassment at security for years to come. Thankfully, Australia/Europe and points in between seem more reasonable than the US. And I'm already walking better, even with crutches, than I was before the surgery. :)

Thanks for the good wishes - it's all over now and I'm back at home. They had to do it over a week later as it dislocated (twice:eek:) after the first surgery, but I'm assured it's not coming loose again.

Yes, it's my first; I'm younger than average for such surgery and look younger than I am, so I expect major harrassment at security for years to come. Thankfully, Australia/Europe and points in between seem more reasonable than the US. And I'm already walking better, even with crutches, than I was before the surgery. :)

I'm sorry to hear you had to go through that. I was only 35 when I had my first (left) hip replaced and I dislocated it 6 weeks after the surgery. The pain when they reduced it was incredible.

I had my right replaced when I was 45 and then had the left replaced again when I was 49. I expect at least one more replacement in my lifetime. When the left wore out, it made the funniest squeaking noise when I walked!

I'm glad things are improving and it sounds like you have a great attitude. That can go a long way in recovery!