Flew back from GIB yesterday after a short Christmas break with my mother. Leaving aside the appalling food in CE on the way back, we had yet another issue with wheelchair assistance.

My mother is 81 and on a waiting list for a hip replacement with trouble walking, so I had booked assistance level one - so from the pier to customs. Except we ended up on a remote gate at T3 so I had assumed the assistance would be where the bus dropped us off. There was a sign for assistance but no one was there. There was even a phone for assistance, but no one answered. In the end, I had to help my mother on a pretty long walk (2 lifts, several corridors) - through the border, baggage collection and to T3 short term car park. Another lady also had the same issue and had to be helped by her family. Anyone on their own would just have been stuck.

By the time she arrived she was in tears and today cannot get out of bed as her hip is so sore.

This isn't the first time this has happened with BA. Unacceptable.