Wheelchair assistance - what do you get?
#16
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You will find the times for when the check-in desk opens for most locations, including VIE, in Manage My Booking / Check-in / Other ways to check-in. Many, perhaps most shorthaul stations will be 2 hours or 2.5 hrs. Some (LCY Greek islands) are 90 minutes. It is standard procedure outside the larger airports that check-in arranges the liaison with the airport's special needs team (e.g. see post 2), LHR is a bit different in that it can be done directly or via check-in.
Anyway just reporting back on the overall experience:
After the initial mishap at Vienna, after check-in, waited five minutes for a pusher to come, and she was excellent. She aggressively manoeuvred her way through the crowds taking us through security and immigration. She didn't ask us whether we had lounge access, but took us straight to the gate. At Vienna, lounges are before security - no big deal since VIE lounge is nothing special and preferred being in place for boarding.
It was a bus gate, and before main boarding started, we were collected and placed into a special "bus" that raised us to the right-hand side door, and we were boarded before the general buses arrived.
Upon arrival at LHR, there wasn't a chair waiting at the cabin door, but halfway down the air bridge. Was pushed to the end of the air bridge where we were put into a buggy and driven along the concourse to the next special assistance gathering point. We had to wait about 15 mins for a chair and pusher to then take us to flight connections where they helped us board the bus, but then the chair was taken away.
At T5, there was another assistance point where they advised we could either wait for a pusher, or we could just take a chair and push ourselves. We took the option to push ourselves, and they told us we could take it all the way to the boarding gate. Upon entry to the BA lounge, they told us that we wouldn't be able to push the chair down the air bridge, but would need someone to do that for us.
However, at the actual boarding gate, the attendant told us we could push it to the aircraft door, but I would have to push the chair back up to the mid point of the air bridge. I was happy to do that.
What was annoying was although they pre-boarded us, and we were standing in the area after the boarding pass scanners, they started boarding everyone at the same time they allowed us to board. I thought SOP was that wheelchairs should be boarded first, and then they allow everyone else to board.
Upon arrival at HK, there was someone waiting at the air bridge who stayed with us all the way to car pickup.
#17
Join Date: Oct 2015
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While I understand check-in times, when you need assistance, you try to get to the airport early as things just take longer. I expected there should be a way to get into a wheelchair before the actual check-in. I tweeted this at BA, and their response was "...We'd expect the airport to still be able to provide this even if the check-in desk hasn't opened"
Anyway just reporting back on the overall experience:
After the initial mishap at Vienna, after check-in, waited five minutes for a pusher to come, and she was excellent. She aggressively manoeuvred her way through the crowds taking us through security and immigration. She didn't ask us whether we had lounge access, but took us straight to the gate. At Vienna, lounges are before security - no big deal since VIE lounge is nothing special and preferred being in place for boarding.
It was a bus gate, and before main boarding started, we were collected and placed into a special "bus" that raised us to the right-hand side door, and we were boarded before the general buses arrived.
Upon arrival at LHR, there wasn't a chair waiting at the cabin door, but halfway down the air bridge. Was pushed to the end of the air bridge where we were put into a buggy and driven along the concourse to the next special assistance gathering point. We had to wait about 15 mins for a chair and pusher to then take us to flight connections where they helped us board the bus, but then the chair was taken away.
At T5, there was another assistance point where they advised we could either wait for a pusher, or we could just take a chair and push ourselves. We took the option to push ourselves, and they told us we could take it all the way to the boarding gate. Upon entry to the BA lounge, they told us that we wouldn't be able to push the chair down the air bridge, but would need someone to do that for us.
However, at the actual boarding gate, the attendant told us we could push it to the aircraft door, but I would have to push the chair back up to the mid point of the air bridge. I was happy to do that.
What was annoying was although they pre-boarded us, and we were standing in the area after the boarding pass scanners, they started boarding everyone at the same time they allowed us to board. I thought SOP was that wheelchairs should be boarded first, and then they allow everyone else to board.
Upon arrival at HK, there was someone waiting at the air bridge who stayed with us all the way to car pickup.
Anyway just reporting back on the overall experience:
After the initial mishap at Vienna, after check-in, waited five minutes for a pusher to come, and she was excellent. She aggressively manoeuvred her way through the crowds taking us through security and immigration. She didn't ask us whether we had lounge access, but took us straight to the gate. At Vienna, lounges are before security - no big deal since VIE lounge is nothing special and preferred being in place for boarding.
It was a bus gate, and before main boarding started, we were collected and placed into a special "bus" that raised us to the right-hand side door, and we were boarded before the general buses arrived.
Upon arrival at LHR, there wasn't a chair waiting at the cabin door, but halfway down the air bridge. Was pushed to the end of the air bridge where we were put into a buggy and driven along the concourse to the next special assistance gathering point. We had to wait about 15 mins for a chair and pusher to then take us to flight connections where they helped us board the bus, but then the chair was taken away.
At T5, there was another assistance point where they advised we could either wait for a pusher, or we could just take a chair and push ourselves. We took the option to push ourselves, and they told us we could take it all the way to the boarding gate. Upon entry to the BA lounge, they told us that we wouldn't be able to push the chair down the air bridge, but would need someone to do that for us.
However, at the actual boarding gate, the attendant told us we could push it to the aircraft door, but I would have to push the chair back up to the mid point of the air bridge. I was happy to do that.
What was annoying was although they pre-boarded us, and we were standing in the area after the boarding pass scanners, they started boarding everyone at the same time they allowed us to board. I thought SOP was that wheelchairs should be boarded first, and then they allow everyone else to board.
Upon arrival at HK, there was someone waiting at the air bridge who stayed with us all the way to car pickup.
#18
Join Date: Mar 2008
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Do assistance passengers still get seats allocated/free seat selection? When my Aunt travelled with us a couple of years ago she and her party all did but recently a friend added assistance and hasn't had seats allocated or given free seat selection.
#19
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In my case the passenger was Gold so can't be certain. However, one thing was that once the seat was allocated by the agent, you couldn't change it yourself in MMB. So maybe they do give free seat allocation.
#20
Join Date: Mar 2014
Location: Madrid
Programs: BA GfL
Posts: 157
However, at the actual boarding gate, the attendant told us we could push it to the aircraft door, but I would have to push the chair back up to the mid point of the air bridge. I was happy to do that.
What was annoying was although they pre-boarded us, and we were standing in the area after the boarding pass scanners, they started boarding everyone at the same time they allowed us to board. I thought SOP was that wheelchairs should be boarded first, and then they allow everyone else to board.
On your first point, you were told something completely opposite to what happened to me. Assistance failed to show at the gate*, so I said I could push my Mum to the plane door, help her board, then return the wheelchair to the halfway house. The BA gate agent (adamantly) said that was not possible. I would have to leave the wheelchair at the halfway house and she would need to walk the last part - which she could not do. Assistance finally arrived and we boarded after most other pax.
On your second point, technically yes, special assistance pax 'should' board first, and sometimes it does work, but many times we have been told to head to the plane and Groups 1s are called to board almost immediately afterwards. As we need to use the lift and other pax are using the escalators / stairs, it usually means that when we do get to the plane, we are behind those pax and subsequently delay those behind us, as it takes time for my Mum to board. I guess this is just the gate agents trying to get everyone boarded as quickly as possible - this kind of jibes with recent threads on excess hand baggage!
*As it's Friday and we all need to wind down, I wont go into the inconsistencies and vagaries of Omniserve service at LHR T5!
#21
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sxc, it seems to have gone quite well.
On your first point, you were told something completely opposite to what happened to me. Assistance failed to show at the gate*, so I said I could push my Mum to the plane door, help her board, then return the wheelchair to the halfway house. The BA gate agent (adamantly) said that was not possible. I would have to leave the wheelchair at the halfway house and she would need to walk the last part - which she could not do. Assistance finally arrived and we boarded after most other pax.
On your first point, you were told something completely opposite to what happened to me. Assistance failed to show at the gate*, so I said I could push my Mum to the plane door, help her board, then return the wheelchair to the halfway house. The BA gate agent (adamantly) said that was not possible. I would have to leave the wheelchair at the halfway house and she would need to walk the last part - which she could not do. Assistance finally arrived and we boarded after most other pax.
At the First lounge, they told us that we were not allowed to push the chair to the aircraft, implying liability issues. I think something to do with the angle of the ramp. So this is consistent with what you were told at the gate. However, the gate agent was more than happy to suggest that I push the chair to the aircraft.
#22
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
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I take the point that you would want to turn up early at VIE, but with HBO people whizzing through at 45 minutes to departure, 2.5 hours is still very early. VIE is a big and yet cramped airport, but it is extremely efficient, some MCTs there are below 30 minutes.
The pre-boarding process SOP, I think you were not a long way off that. What should have happened is that the pre-boards should be sent off first, and thus reach the door of the aircraft first. It may be the start of Group 1 will be immediately behind, but they should then wait at the aircraft door until the assistance passengers reach their seats, then Group 1 can board. The problem that can arise is that sometimes Group 1 will overtake the pre-boards and get to the aircraft door first, but that's not the normal situation. It's a difficult one for the gate crew, for longhaul aircraft the planned time from pre-boarding to doors shut can be just 33 minutes as the maximum start point. If there is a 5 minute delay getting going for whatever reason, allowing 3 minutes to cover the distance, and allowing 5 minutes for final reconciliation checks, then you're try to get 210 people on to an aircraft in under 20 minutes.
I think the broader issue is that travelling with assistance generally remains much more difficult for the passengers concerned, in some cases to the point of shoddiness, and LHR is certainly no exception in this space.
#23
Join Date: Apr 2016
Location: San Diego
Programs: Plat Pro AAdvantage, but defected to BAEC
Posts: 1,222
My wife has a temporary need for a wheelchair. She can walk/climb stairs, but not over long distances. I was thinking of requesting assistance at the airports, but was just wondering if anyone on the FT community has experience of this service.
We will be departing from LAX. As we will be driving up from San Diego we might be there 2-3hrs early depending on traffic, so would prefer to hang out in the lounge. Can we request assistance from the check in desk, through security and over to the OW lounge, or would assistance insist on taking us directly to the gate? If they drop us off at the lounge, can we get assistance from the lounge to the gate? We would definitely need assistance when landing at T5 LHR, so I’m assuming that is tied to the original assistance request, or do I also need to make that request?
For the return, we are flying direct to SAN, so will be departing from T3. Are the self help wheelchairs available at the check in desks? I figured that I could push my wife and do a lounge crawl/push! By not requesting airport assistance at T3 will that cause issues at SAN, though if push came to shove, the gate at SAN is probably close enough to immigration, that my wife would be able to handle that on her feet.
Thanks in advance.
We will be departing from LAX. As we will be driving up from San Diego we might be there 2-3hrs early depending on traffic, so would prefer to hang out in the lounge. Can we request assistance from the check in desk, through security and over to the OW lounge, or would assistance insist on taking us directly to the gate? If they drop us off at the lounge, can we get assistance from the lounge to the gate? We would definitely need assistance when landing at T5 LHR, so I’m assuming that is tied to the original assistance request, or do I also need to make that request?
For the return, we are flying direct to SAN, so will be departing from T3. Are the self help wheelchairs available at the check in desks? I figured that I could push my wife and do a lounge crawl/push! By not requesting airport assistance at T3 will that cause issues at SAN, though if push came to shove, the gate at SAN is probably close enough to immigration, that my wife would be able to handle that on her feet.
Thanks in advance.
#24
Join Date: May 2016
Location: UK
Posts: 455
LHR Assistance
I have limited mobility and, depending on personal circumstances on the day, I make use of assistance to get to the gate. Assistance at Heathrow is patchy at best. Worst still is assistance at the gate if no lift is available (due to unserviceable lifts or absence of lifts) and help has left you at the gate and gone. The worst scenario at LHR is arrival, particularly if arrival is at a remote stand. There is almost never help on hand to get down steps and onto a bus. Assistance at the bus arrival area is also rarely available. Sitting on board and waiting for help is never a good option as you can find yourself on your own or perhaps with cleaners. Leaving your travelling companion whilst travelling on a buggy that doesn't have room for them is also unwise as you can struggle to reunite with them. The best approach if you need help with stairs and hand luggage is to request assistance from fellow travellers which I find is often freely provided. LHR ranks fairly low in terms of assistance in my experience and BA have shown themselves to be happy to abandon me presumably in the belief that it isn’t their problem.
#25
A FlyerTalk Posting Legend
Join Date: Aug 2006
Location: Argentina
Posts: 40,198
My 75 year old brother in law got assistance on his recent BA fights from GLA-EZE and return. Must admit I was surprised to hear he was getting it as the last time I had seen him he could walk fine. However the intervening years since then has sadly taken their toll on his old joints. If it wasn't for the service he would never have been able to travel. My niece travelled with him and never had to leave his side.
He had only positive things to say about it. ^
He had only positive things to say about it. ^
#26
Join Date: Oct 2011
Posts: 107
I have limited mobility and, depending on personal circumstances on the day, I make use of assistance to get to the gate. Assistance at Heathrow is patchy at best. Worst still is assistance at the gate if no lift is available (due to unserviceable lifts or absence of lifts) and help has left you at the gate and gone. The worst scenario at LHR is arrival, particularly if arrival is at a remote stand. There is almost never help on hand to get down steps and onto a bus. Assistance at the bus arrival area is also rarely available. Sitting on board and waiting for help is never a good option as you can find yourself on your own or perhaps with cleaners. Leaving your travelling companion whilst travelling on a buggy that doesn't have room for them is also unwise as you can struggle to reunite with them. The best approach if you need help with stairs and hand luggage is to request assistance from fellow travellers which I find is often freely provided. LHR ranks fairly low in terms of assistance in my experience and BA have shown themselves to be happy to abandon me presumably in the belief that it isn’t their problem.
if you need assistance you book it, if you can’t manage stairs ( like me) you will have to wait for ambulift and wheelchair.
assistance at LHR/LGW is trying to say the least but I understand the current contractors have lost their contract and new company taking over soon.
assistance at UK airports has to be contracted out by EU law not wishing to open that can of worms but maybe that might change soon.
it’s very easy to book level of help required go into your MMB and tick which box applies, or phone up the assistance line.
just remember when using assistance everything takes longer as you have to wait for chair, wait for ambulift if remote stand wait to get off plane normally crew ask you wait till everyone else has got off.
I normally find airports outside the UK are very good very organised if only UK airports could learn to be as efficient.
#27
I have limited mobility and, depending on personal circumstances on the day, I make use of assistance to get to the gate. Assistance at Heathrow is patchy at best. Worst still is assistance at the gate if no lift is available (due to unserviceable lifts or absence of lifts) and help has left you at the gate and gone. The worst scenario at LHR is arrival, particularly if arrival is at a remote stand. There is almost never help on hand to get down steps and onto a bus. Assistance at the bus arrival area is also rarely available. Sitting on board and waiting for help is never a good option as you can find yourself on your own or perhaps with cleaners. Leaving your travelling companion whilst travelling on a buggy that doesn't have room for them is also unwise as you can struggle to reunite with them. The best approach if you need help with stairs and hand luggage is to request assistance from fellow travellers which I find is often freely provided. LHR ranks fairly low in terms of assistance in my experience and BA have shown themselves to be happy to abandon me presumably in the belief that it isn’t their problem.
(Emphasis mine)
Really ? I would have thought this goes against safety rules ?
#28
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Beware of OneWorld partners
Between booking the trip and the trip itself my travel companion had surgery that left him perfectly fit to fly, although walking was taxing and standing still was particularly awkward.
Departure airports were OK under our our own steam, allowing plenty of time and using check-in fast-track perks. BA check-in agents were brilliant at arranging wheelchair pick-up at out stations: as were Lufthansa - who (because I forgot to ask at check-in ) messaged ahead in-flight. Indian airports and airlines were devilish to negotiate but everything was made easy by a friendly and surprisingy efficient approach to handling passengers with mobility problems.
HOWEVER Sri Lankan at Colombo flatly refused to assist, questioned what prevented my companion from walking, and demanded he be examined by an airport doctor before they would consider his case. And this was taken up to the level of UL duty manager at the airport. She invoked the airline's whacky rule that assistance is given only if requested at the time of ticketing, or if the passenger is over 75 years of age when travelling. The intervention of ill fortune between ticketing and travel matters not a jot.
It's a small airport, we managed: and at Trivandrum simply requested assistance from the UL rep meeting the flight, and he arranged a chair without any fuss at all.
Bizarre treatment by UL at their base: a lesson not to be lulled into complacency by the fine care you receive from BA.
Departure airports were OK under our our own steam, allowing plenty of time and using check-in fast-track perks. BA check-in agents were brilliant at arranging wheelchair pick-up at out stations: as were Lufthansa - who (because I forgot to ask at check-in ) messaged ahead in-flight. Indian airports and airlines were devilish to negotiate but everything was made easy by a friendly and surprisingy efficient approach to handling passengers with mobility problems.
HOWEVER Sri Lankan at Colombo flatly refused to assist, questioned what prevented my companion from walking, and demanded he be examined by an airport doctor before they would consider his case. And this was taken up to the level of UL duty manager at the airport. She invoked the airline's whacky rule that assistance is given only if requested at the time of ticketing, or if the passenger is over 75 years of age when travelling. The intervention of ill fortune between ticketing and travel matters not a jot.
It's a small airport, we managed: and at Trivandrum simply requested assistance from the UL rep meeting the flight, and he arranged a chair without any fuss at all.
Bizarre treatment by UL at their base: a lesson not to be lulled into complacency by the fine care you receive from BA.
#29
Join Date: Oct 2012
Programs: BAEC Silver
Posts: 90
My wife has a temporary need for a wheelchair. She can walk/climb stairs, but not over long distances. I was thinking of requesting assistance at the airports, but was just wondering if anyone on the FT community has experience of this service.
We will be departing from LAX. As we will be driving up from San Diego we might be there 2-3hrs early depending on traffic, so would prefer to hang out in the lounge. Can we request assistance from the check in desk, through security and over to the OW lounge, or would assistance insist on taking us directly to the gate? If they drop us off at the lounge, can we get assistance from the lounge to the gate? We would definitely need assistance when landing at T5 LHR, so I’m assuming that is tied to the original assistance request, or do I also need to make that request?
For the return, we are flying direct to SAN, so will be departing from T3. Are the self help wheelchairs available at the check in desks? I figured that I could push my wife and do a lounge crawl/push! By not requesting airport assistance at T3 will that cause issues at SAN, though if push came to shove, the gate at SAN is probably close enough to immigration, that my wife would be able to handle that on her feet.
Thanks in advance.
We will be departing from LAX. As we will be driving up from San Diego we might be there 2-3hrs early depending on traffic, so would prefer to hang out in the lounge. Can we request assistance from the check in desk, through security and over to the OW lounge, or would assistance insist on taking us directly to the gate? If they drop us off at the lounge, can we get assistance from the lounge to the gate? We would definitely need assistance when landing at T5 LHR, so I’m assuming that is tied to the original assistance request, or do I also need to make that request?
For the return, we are flying direct to SAN, so will be departing from T3. Are the self help wheelchairs available at the check in desks? I figured that I could push my wife and do a lounge crawl/push! By not requesting airport assistance at T3 will that cause issues at SAN, though if push came to shove, the gate at SAN is probably close enough to immigration, that my wife would be able to handle that on her feet.
Thanks in advance.
Level 1 is you can manage stairs so they will wheel you to the plane but if it is stairs not airbridge you get to climb them. Be careful with this level as it often means they abandon you at the gate and you also have to walk down the airbridge. If you cannot manage this distance do not book this level or make it clear when you are at the airport that distances are a problem. They may also ask you to 'just walk over to the assistance desk' from check-in or 'just walk through security and the assistance desk is the other side of duty-free'. Don't fall for this.
Level 2 is you can't manage stairs. I prefer this option as although my partner can do stairs the crush of everyone on them is a problem and this level means less likely to be left to do walking. If you do get a remote stand they will bus you out and use the lift thingy to get you onto the plane.
Level 3 is you need the chair to get you right to the seat so they use a narrow wheelchair down the aisle. It doesn't seem like you need this.
You book it with whoever your ticket is with and it's for all flights and connections
Yes they will take you to the lounge and collect you from there to take you to the plane. They will take you from the check-in desk through security (see my comments earlier about getting you to walk to make their life easier - just be firm)
In general allow more time for connections and for just getting through the airport. You will not have as much time in the lounge as they may come an hour before the flight to collect you. LHR T5 is a bit of faff as they use buggys so it's wheelchair from plane to buggy, waiting for them to get everyone from the plane. form there it is ok as they drive through the tunnels so quite quick. The buggy holds 5 plus driver, very little space for luggage (it's all on your lap), and you may have to walk on you own if they are full. If your wife needs you assistance en-route insist the take you with - I've insisted they bring another buggy to accommodate this.
Service varies by airport and terminal. I've found USA quite poor on average, better at smaller airports but sometimes great service. Less developed countries surprisingly good as you tend to get one person and a chair who wizz you through all the way. Bigger airports it's often a relay system where you get passed off between airside and landside.
If you want to do a self-push at T3 coming back then keep the assistance booking and offer to do DIY when they come collect you. I have done T5 diy as they were busy but followed one of them through security while he pushed another passenger and then kept the wheelchair in the lounge. Minimise hand luggage if you want to DIY it as not all chairs have space underneath for a suitcase. if you put a bag under the chair DO NOT FORGET IT THERE
K
#30
Join Date: Apr 2016
Location: San Diego
Programs: Plat Pro AAdvantage, but defected to BAEC
Posts: 1,222
Thank you for the information. We are doing a LAX-LHR-SAN routing, so thankfully no connections to worry about. I think I’ll stick with level one as I read on another thread about the UD not being available to passengers utilizing L2 and L3 services and she can definitely handle the stairs on a 747. Walking from the OW lounge to the far end of TBIT would be a bit of a stretch though, hence hoping they will take us from the lounge to the gate. I’m also hoping TSA pre at LAX helps with security too.
On the return journey, we are in F (pity no FW as SAN now goes out of T3) so again hopefully that will help going through security, especially if I’m DIYing it at LHR.
On the return journey, we are in F (pity no FW as SAN now goes out of T3) so again hopefully that will help going through security, especially if I’m DIYing it at LHR.