Originally Posted by
PJSMITH0
Whilst this incident is very unfortunate and should not occur, I fail to see how BA could have handled it any better. They are clearly at the mercy of the airports chosen service provider and they could demand a wheelchair all day long, but if that service provider is over stretched or simply just fails in its task they cannot override the system. The situation would have been the same if the lift had failed.
The passenger is at the mercy of the service provider, not BA. BA is in control of who it enters into contracts with, and what happens when they do not perform to the required standard. The fault here lies with BA for not enforcing an adequate standard of service. Blaming HAL/BAA/BaxterStorey/some other agent is nonsensical.