A disabled passenger states that she was left "humiliated" when special assistance failed to arrive at the airport -causing her flight to be delayed by 90 minutes.
Suzanne Croft, 53, who has a rare and progressive form of muscular dystrophy, said that special assistance and equipment was not available at the right time to help her board her flight on June 9.
She was set to be flying from Newcastle to Heathrow, with Suzanne, who is dependent on a wheelchair, with the chair having to be checked into the aircraft hold, saying that the delay caused the flight to depart more than an hour late leaving her distressed.
Chronicle Live reports that Suzanne said: “I felt so embarrassed and it has left me quite traumatised.
“The rest of the passengers had already been boarded so long they had been given snacks and water - and they didn’t look happy.
“As a wheelchair user, it was so humiliating to be loaded onto the plane and into my seat in front of everyone. I felt so upset and guilty to be the cause of a one-hour delay in departure, as well as the knock-on delays on the following flights.”
Sadly, it wasn't the only special assistance delay Suzanne faced during her journey. The retired dental practice manager from Surrey said that when her BA flight landed at Heathrow Airport, she had to be lifted and helped off the plane by her husband and the crew of the next flight after special assistance failed to arrive.
She said that the passengers of the next flight were already at their gate ready to board while she was still waiting for help.
“When the flight landed at Heathrow, everyone else disembarked, but the special assistance failed to arrive,” Suzanne said.
"The crew and captain of the next flight boarded and both captains were radioing for special assistance, but none was available. In the end, my husband, who is 66, had to lift me out of the seat, assisted by the new crew, and they had to place me in a folding aisle chair that had no seat belts.
"My husband held my legs in while a kind crew member of the next flight pushed me to the arrival lounge. It’s not the waiting, I’m used to that. It’s the indignity and humiliation.
“It’s just not good enough. I don’t want to get the cabin crew and the captain into trouble, they were so helpful and kind. The captain even carried our luggage to the taxi.
"I know the special assistance people are doing the best job they can. There’s just not enough special assistance staff and equipment, that’s the problem.”
Suzanne, who had been travelling to take part in a vital clinical study at the Royal Victoria Infirmary (RVI), said her experience has made her dread flying. She is now backing calls by charity Muscular Dystrophy UK for the aviation industry and the Government to take action to ensure disabled people get the support they are legally entitled to when travelling by air.
“The way I feel at the moment, I don’t ever want to fly again, but the study I’m taking part in Newcastle is so important for myself and others with my condition," she said.
"I feel so sad that something like flying, which should open up so many opportunities and experiences to me, has now been turned into something I will dread."
Newcastle International Airport has apologised to Suzanne for causing her embarrassment and said it carried out a full investigation into the incident. However, the airport said the delay was caused by a "non-airport-related issue" and that the special assistance team was fully operational and all equipment was available at the time.
An airport spokeswoman said: "We take the experience of our passengers with reduced mobility extremely seriously and work closely with disability groups to ensure we continue to provide the comprehensive and reliable service our passengers deserve.
"In the latest independent CAA audit of our Assistance provision the Airport ranked in the highest, 'Very Good', category, with subsequent assessments being very complimentary about the level of service provided.
"On the day of Mrs Croft's flight to London the team were fully staffed and all equipment was available. Due to non-airport-related issues, passengers boarded the aircraft later than planned and with short notice. As soon as the Passenger Assistance Team was made aware that the aircraft was boarding, Mrs Croft was taken to the gate.
"We are sorry to hear that boarding the aircraft after the other passengers caused embarrassment for Mrs Croft. We would like to reassure passengers with reduced mobility that year to date the Assistance Team has handled over 10,000 passengers and feedback on the service provided has been extremely positive."
Airline BA said the airline is "looking into the incident with the relevant airports."
Heathrow Airport also apologised for the delay and said it was carrying out an investigation to find out what happened.
A Heathrow Airport spokeswoman said: "We are very sorry for the delay Ms Croft experienced last week and we are investigating the incident. All organisations across the airport are getting ready to meet the strong summer demand and are working hard to ensure everyone travelling through the airport can enjoy a smooth passenger experience."
A spokesperson for Wilson James, which is responsible for the special assistance service at Heathrow Airport, also apologised to Mrs Croft.
They said: "We apologise to Suzanne Croft for the delay in providing her with assistance at London Heathrow earlier this month. This was caused by her flight's arrival time of 1745 being delayed by one hour.
"When the delayed flight arrived at 1845, no agent was immediately available. The first available agent was allocated to assist Mrs Croft at 1915 and they arrived at the aircraft to help at 1926, to find that the passenger was no longer waiting.
"Given widespread challenges in air travel at the moment, we are constantly adjusting our resources to meet the shifting reality of flight changes or delays, including trying to allocate agents with relevant experience to passengers with the most complex needs.
"The community of passengers with restricted mobility (PRM) is very broad and encompasses hidden as well as visible disabilities and a wide range of physical support requirements. Nearly every aspect of the aviation industry is working hard at present to meet a number of operational challenges, and Wilson James is committed to engaging with the PRM community, in particular, as well as its clients, partners and the Civil Aviation Authority to continuously improve its service delivery."
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