wheelchair assistance when arriving at a remote stand
Dec 28, 2012, 8:46 am
#1
Original Poster
Join Date: Dec 2003
Location: Surrey, UK
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Posts: 3,507
wheelchair assistance when arriving at a remote stand
My 76 year old mother broke her foot whilst on hols in Cyprus yesterday.
We are returning tomorrow. She's got a 'fit to fly' letter from the hospital and I have arranged wheelchairs at both ends with the exec club line.
One thing though - LCA arrives at T3 which means a bus not a pier. I mentioned that to BA and the agent was not able to answer what would happen in this case. I think my mother could get down the stairs and into the bus with a bit of help, but walking is a problem once off the bus. Can we arrange for a chair to meet us at the gate where the bus drops us?
We are returning tomorrow. She's got a 'fit to fly' letter from the hospital and I have arranged wheelchairs at both ends with the exec club line.
One thing though - LCA arrives at T3 which means a bus not a pier. I mentioned that to BA and the agent was not able to answer what would happen in this case. I think my mother could get down the stairs and into the bus with a bit of help, but walking is a problem once off the bus. Can we arrange for a chair to meet us at the gate where the bus drops us?
Dec 28, 2012, 9:03 am
#3
Original Poster
Join Date: Dec 2003
Location: Surrey, UK
Programs: BA Gold....er now Silver...er now Bronze....er now Blue
Posts: 3,507
Dec 28, 2012, 9:03 am
#4
Join Date: Mar 2011
Programs: MUCCI
Posts: 833
Telephone: +44 (0)20 8738 5444
Fax: +44 (0)20 8738 9644
Email: [email protected]
No promises, but you might stand a better chance of more knowledgeable answers to medical related issues from them rather than the BAEC line.
Fax: +44 (0)20 8738 9644
Email: [email protected]
No promises, but you might stand a better chance of more knowledgeable answers to medical related issues from them rather than the BAEC line.
Dec 28, 2012, 9:04 am
#5
Original Poster
Join Date: Dec 2003
Location: Surrey, UK
Programs: BA Gold....er now Silver...er now Bronze....er now Blue
Posts: 3,507
Telephone: +44 (0)20 8738 5444
Fax: +44 (0)20 8738 9644
Email: [email protected]
You might stand a better chance of more knowledgeable answers to medical related issues from them rather than the BAEC line.
Fax: +44 (0)20 8738 9644
Email: [email protected]
You might stand a better chance of more knowledgeable answers to medical related issues from them rather than the BAEC line.
Dec 28, 2012, 9:08 am
#6
Join Date: Mar 2011
Programs: MUCCI
Posts: 833
A quick search also reveals that you can pick between three forms of wheelchair assistance .....
Service 1 (WCHR)
Customer requires assistance to and from the gate, but does not require any special assistance onboard to move around, including use of the onboard wheelchair.
Note: this service option assists customers to the gate; it assumes that the customer can make their own way to the aircraft either by the jetty or on the passenger coach. Service may not be provided on a 1:1 basis.
Service 2 (WCHS)
Customer requires assistance to and from the aircraft gate and assistance with stairs if aircraft is off stand. They do not require assistance onboard to move around, including use of the onboard wheelchair.
Service 3 (WCHC)
Customer requires assistance to and from the aircraft and also needs use of the onboard wheelchair to move around the cabin.
Note: if the customer is travelling on their own - please check they have enough upper body strength to be able to lift them selves onto the onboard wheelchair.
Service 1 (WCHR)
Customer requires assistance to and from the gate, but does not require any special assistance onboard to move around, including use of the onboard wheelchair.
Note: this service option assists customers to the gate; it assumes that the customer can make their own way to the aircraft either by the jetty or on the passenger coach. Service may not be provided on a 1:1 basis.
Service 2 (WCHS)
Customer requires assistance to and from the aircraft gate and assistance with stairs if aircraft is off stand. They do not require assistance onboard to move around, including use of the onboard wheelchair.
Service 3 (WCHC)
Customer requires assistance to and from the aircraft and also needs use of the onboard wheelchair to move around the cabin.
Note: if the customer is travelling on their own - please check they have enough upper body strength to be able to lift them selves onto the onboard wheelchair.
Dec 28, 2012, 9:11 am
#7
Original Poster
Join Date: Dec 2003
Location: Surrey, UK
Programs: BA Gold....er now Silver...er now Bronze....er now Blue
Posts: 3,507
A quick search also reveals that you can pick between three forms of wheelchair assistance .....
Service 1 (WCHR)
Customer requires assistance to and from the gate, but does not require any special assistance onboard to move around, including use of the onboard wheelchair.
Note: this service option assists customers to the gate; it assumes that the customer can make their own way to the aircraft either by the jetty or on the passenger coach. Service may not be provided on a 1:1 basis.
Service 2 (WCHS)
Customer requires assistance to and from the aircraft gate and assistance with stairs if aircraft is off stand. They do not require assistance onboard to move around, including use of the onboard wheelchair.
Service 3 (WCHC)
Customer requires assistance to and from the aircraft and also needs use of the onboard wheelchair to move around the cabin.
Note: if the customer is travelling on their own - please check they have enough upper body strength to be able to lift them selves onto the onboard wheelchair.
Service 1 (WCHR)
Customer requires assistance to and from the gate, but does not require any special assistance onboard to move around, including use of the onboard wheelchair.
Note: this service option assists customers to the gate; it assumes that the customer can make their own way to the aircraft either by the jetty or on the passenger coach. Service may not be provided on a 1:1 basis.
Service 2 (WCHS)
Customer requires assistance to and from the aircraft gate and assistance with stairs if aircraft is off stand. They do not require assistance onboard to move around, including use of the onboard wheelchair.
Service 3 (WCHC)
Customer requires assistance to and from the aircraft and also needs use of the onboard wheelchair to move around the cabin.
Note: if the customer is travelling on their own - please check they have enough upper body strength to be able to lift them selves onto the onboard wheelchair.
Dec 28, 2012, 9:19 am
#8
Join Date: Aug 2006
Location: LINCS England
Programs: GHA Gold Priority Club Gold,Etihad Guest,EK Skywards,BA exec and QR privilege
Posts: 447
My 76 year old mother broke her foot whilst on hols in Cyprus yesterday.
We are returning tomorrow. She's got a 'fit to fly' letter from the hospital and I have arranged wheelchairs at both ends with the exec club line.
One thing though - LCA arrives at T3 which means a bus not a pier. I mentioned that to BA and the agent was not able to answer what would happen in this case. I think my mother could get down the stairs and into the bus with a bit of help, but walking is a problem once off the bus. Can we arrange for a chair to meet us at the gate where the bus drops us?
We are returning tomorrow. She's got a 'fit to fly' letter from the hospital and I have arranged wheelchairs at both ends with the exec club line.
One thing though - LCA arrives at T3 which means a bus not a pier. I mentioned that to BA and the agent was not able to answer what would happen in this case. I think my mother could get down the stairs and into the bus with a bit of help, but walking is a problem once off the bus. Can we arrange for a chair to meet us at the gate where the bus drops us?
Dec 28, 2012, 9:36 am
#9
FlyerTalk Evangelist
Join Date: Jul 2002
Programs: Mucci des Hommes Magiques et Magnifiques
Posts: 19,175
All you need to do is make sure the ground staff in LCA log her in the system as a WCHS (wheelchair stagger) this code means that she cannot use steps and a high lift vehicle will automatically meet the aircraft.
Your mother will be taken off the aircraft and they will tell you where she will be dropped off so that you can meet her, she will be then taken in a wheelchair with you to arrivals.
Nothing to worry about at all as this is a normal procedure.
Your mother will be taken off the aircraft and they will tell you where she will be dropped off so that you can meet her, she will be then taken in a wheelchair with you to arrivals.
Nothing to worry about at all as this is a normal procedure.
Dec 30, 2012, 9:37 am
#10
Original Poster
Join Date: Dec 2003
Location: Surrey, UK
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Posts: 3,507
well, it nearly all went to plan.
Wheelchair at LCA to the lounge and then to the plane was fine.
Crew were excellent.
At LHR though, it went a bit pear shaped. My mother had a chair from the gate to the top level, then a buggy towards immigration. However, the guy driving the buggy suddenly stopped and said he was too busy to go any further as he had others to collect and dumped my mother about 100 yards short of immigration. I managed to find a chair to wheel her through immigration down to the baggage hall. However, I couldn't manage the baggage and a chair, and I couldn't finds anyone to help, so my mother had to limp very slowly out through customs.
Not BA's fault but it caused my mother quite a bit of upset, not to mention pain.
Wheelchair at LCA to the lounge and then to the plane was fine.
Crew were excellent.
At LHR though, it went a bit pear shaped. My mother had a chair from the gate to the top level, then a buggy towards immigration. However, the guy driving the buggy suddenly stopped and said he was too busy to go any further as he had others to collect and dumped my mother about 100 yards short of immigration. I managed to find a chair to wheel her through immigration down to the baggage hall. However, I couldn't manage the baggage and a chair, and I couldn't finds anyone to help, so my mother had to limp very slowly out through customs.
Not BA's fault but it caused my mother quite a bit of upset, not to mention pain.
Dec 30, 2012, 9:43 am
#11
Join Date: Jul 2011
Programs: Mucci de la Cuisine Arienne du Rseau Courte Dure de British Airways
Posts: 4,704
Please complain about the service you were offered.
Unfortunately the airport provide the wheelchair service and it is not as good as it should be.
As a company we need to hear about bad experiences, so that we can get the authorities to improve the service.
Unfortunately the airport provide the wheelchair service and it is not as good as it should be.
As a company we need to hear about bad experiences, so that we can get the authorities to improve the service.
Last edited by Littlegirl; Dec 30, 2012 at 10:54 am
Dec 30, 2012, 5:02 pm
#12
Join Date: Nov 2012
Programs: BAEC silver
Posts: 788
OCS are contracted by HAL (BAA) to provide wheelchair access required by EU law.
Next time when in T5 and you get dumped, find the nearest wall mounted phone and dial 53068. That number will put you through to OCS in T5. I have found all this out the hard way with my own mother. OCS are totally unfit for business at every UK airport they are contracted. MAN totally takes the biscuit.
Next time when in T5 and you get dumped, find the nearest wall mounted phone and dial 53068. That number will put you through to OCS in T5. I have found all this out the hard way with my own mother. OCS are totally unfit for business at every UK airport they are contracted. MAN totally takes the biscuit.
Last edited by LTN Phobia; Dec 30, 2012 at 5:39 pm Reason: Edited to remove individual email addresses
Dec 30, 2012, 5:24 pm
#13
A FlyerTalk Posting Legend
Join Date: Aug 2006
Location: Argentina
Posts: 40,233
Next time when in T5 and you get dumped, find the nearest wall mounted phone and dial 53068. That number will put you through to OCS in T5. I have found all this out the hard way with my own mother. OCS are totally unfit for business at every UK airport they are contracted. MAN totally takes the biscuit.
They seem to be a bunch of cowboys.
Dec 30, 2012, 5:30 pm
#15
Moderator: British Airways Executive Club
Join Date: Jan 2009
Programs: Battleaxe Alliance
Posts: 22,128
I'm actually really appalled that no bystander helped you and your mother to be honest.
Baggage hall is usually quite busy with people, so there must have been someone who realised what was going on, and no-one helped?
