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Thread: LHR wheelchair assistance shambles (again)
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Old Dec 28, 2017 | 9:44 am
  #14  
polochick
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Join Date: Aug 2009
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Originally Posted by irmster
I paid for my tickets through BA. I flew BA. I made the assistance request with BA not with Heathrow. BA have at
least a duty of care to ensure this request is met, not to say 'not my fault mate blame HAL' as you are clearly doing. You are just showing again that BA and some of their staff really don't give a toss. Can I not help you would be more appropriate.

(If the assistance request was made separately to the airport by the customer and confirmed directly by the airport back to the customer, then obviously things would be different).
Quite. The contract is with BA not HAL. BA's conditions of carriage state:

18a) General and Reservations

18a1) If you are a passenger with a disability and you require any special assistance, you should inform us at the time of booking of your special needs.
I.E. the interface for the passenger is BA, not HAL.
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