Would appreciate thoughts on recent experience with special assistance and BA flight to Chicago. I find it unbelievable a major airline would treat a disability assistance passenger this way.

I booked two Club World returns from Dublin to Chicago and requested assistance at airport as I was travelling with my mum who can't walk far due to spinal surgery. All went well with her assisted transfer from T1 to T5 and we arrived in the lounge before 11 for our 3:50pm departure. I made sure the wheelchair was booked for her transfer to the gate. Returned to the BA customer services desk around 90 minutes prior to departure to check on the wheelchair and was assured all was well and it would be there before 3.

Long story short, despite standing at the desk and repeatedly communicating my concerns regarding missing the flight (and being assured wheelchairwas on its way, they were in touch with the gate etc), the wheelchair assistance arrived at 3:43pm and, needless to say, we missed the flight. Arrived at gate shortly after 3:50 and had been offloaded. Walking to the gate wasn't a viable option as it was satellite c.

End result was we took a later flight to JFK and flew to Chicago the next morning with Delta. The airport hotel and rerouting were arranged by BA desk in London.

I'm really disappointed with the whole situation and the way my mum was treated, plus the whole lot of extra stress of an extra flight, transferring to airport hotels, 4am start the next morning, missing a day of the holiday, non comparable Delta cabin, no lounge access in JFK... Plus the embarrassment and stress caused to my mum.

A hughely disappointing aspect was the attitude of the BA staff. No apology and no efforts to speed up the process so we might make an AA departure to Chicago. I filed a complaint on the website but havent heard back. We made the best of our shortened vacation and tried not to mention BA but I'm really upset with her treatment as a special needs passenger and mine as a consequence.

Would appreciate any thoughts on situation, thanks.