British Airways

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KRISTINA's complaint against British Airways

KRISTINA BHATTACHARYYA

02/01/2017

FAILURE TO PROVIDE DISABLED MOBILITY ASSISTANCE AFTER ARRIVAL AT TERMINAL 5BY BA 0995 ON 30.1`2.16

Complaint against British Airways

DEAR SIR/MADAM, I REGISTERED FOR DISABILITY PERSONS' ASSISTANCE AT THE TIME OF BOOKING FOR TRAVELLING FROM BERLIN TEGEL BY FLIGHT NO. BA 0995 ARRIVING AT LONDON HEATHROW 1900HRS. THE DEPARTURE WAS DELAYED FOR OVER APPROX. 6 HOURS AND FINALLY ARRIVED AT TERM. 5 AT 23.52 HHRS. ON ARRIVAL I FOUND NO MEDICAL ASSISTNACE OR ANY WHEEL CHAIRS FOR ME. I AM A DISABLED PERSON WITH HIP AND KNEE PROBLEMS AND CAN HARDLY WALK. IT WAS IMPOSSIBLE FOR ME TO GET OFF THE AIRCRAFT AND WALK THE DISTANCE TO COME OUT OF THE TERMINAL. THE B.A. AIR HOSTESSES (4) WERE VERY KIND ENOUGH TO ASSIST ME TO GET OUT OF THE AIRCRAFTBUT THERE WAS NO ONE OUTSIDE THE AIRCRAFT TO ASSIST ME WITH WHEEL CHAIR OR ASSIST ME AT ALL. I HAD TO TAKE THE TRAIN FROM GATE B TO COME TO THE MAIN TERMINAL AND CLEAR THE SECURITY TO GET OUT OF THE TERMINAL TO THE WAITING VEHICLE. THERE WAS NOT EVEN A WHEEL CHAIR WHICH SOME ONE COULD PUT ME IN AND PUSH ME UPTO THE EXIT. I WAS COMPLETEDLY STRANDED AND DESPERARATELY SEEKING SOME ASSISTANCE WHICH I BOOKED FOR FROM BERLIN BEFORE MY DEPARTURE AS MENTIONED ABOVE. I WAS REALLY FRIGHTNED AND WAS COMPLETELY AT A LOSS AS WHAT TO DO. IT CAUSED ME A GREAT DEAL OF ANXIETY AND DISTRESS AND DID NOT KNOW WHAT TO DO AT THAT LATE HOUR. MY HUSBAND WAS WAITING OUTSIE TO TAKE ME HOME BUT I WAS TOTALLY UNABLE TO WALK AND TRAVEL THE DISTANCE TO COME OUT OF THE AIRPORT. HAVING SEEN MY DISTRESSED CONDITION BA AIR HOSTESSES(3/4) VERY KINDLY ASSISTED ME TO DISEMBARK FROM THE AIR CRAFT, CARRY MY HAND LUGGAGE AND ESCORTED ME LITERALLY BY PHYSICAL ASSISTANCE BY HOLDING ME ON BOTH SIDES WHILST I WAS USING MY CRUTCH IN ONE HAND. THEY ESCORTED ME DRUING MY VERY LONG WALK ALL THE WAY INCLUDING EMBARKING AND DISEMBARKING THE TERMINAL TRAIN FROM GATE B TO THE MAIN TERMINAL, CLEARING THE EXIT CONTROL AND BRINGING ME RIGHT TO THE AWAITING HUSBAND ANE THE VEHICLE. THE ABOVE LONG WALK WITH MY STATED DISABILITIES CAUSED ME A LOT OF PAIN , AGONY, DISCOMFORT AND DISTRESS WHICH CONTINUED UNTIL TO-DAY 2ND. JANUARY, 2017. THIS IS TOALLY UNACCEPTABLE AND REQUIRES YOUR URGENT ATTENTION AND ACTION. IT IS NOTEWORTHY THAT DESPITE MY PRE-BOOKING FOR ASSISTANCE NO ONE WAS PRESENT NOR ANY MESSAGES WERE SENT TO ANY ONE INCLUDING THE STAFF AT THE ABOVE FLIGHT THAT NO SUCH ASSISTANCE WOULD BE AVAILABLE. THE FLIGHT DELAY WAS DUE TO FOG AND DELAYED B.A. AND NOT DUE TO ANY FAULT OF PASSENGERS. YOUR STAFF OR CONTRATORS APPOINTED BY YOUR COMPANY OUGHT TO HAVE BEEN AWARE OF THE SITUATION AND PROVIDED APPROPRIATE MEASURES TO ASSIST ME AT THE MATERIAL TIME. UNFOTRTUNATELY NO ONE WAS EVEN PRESENT NOR ANY WHEEL CHAIR WAS LEFT NEAR THE AIRCRAFT FOR ME NOR ANY MESSAGES. THIS IS REALLY DISGUSTING AND THOROUGHLY UNACCEPTABLE. I WOULD LIKE YOU TO INVESTIGATE THE MATTER VERY URGENTLY, TAKE ALL APPRIPRIATE MEASURES TO ENSURE THAT THIS NEVER HAPPENS AGAIN AND COMPENSATE ME APROPRIATELY AS YOU DEEM FIT ON THIS OCCASION. I BOOKED MY RETURN JOURNEY ON 14TH. FEBRUARY FROM HEATHROW TERM. 5 TO BERLIN TEGEL IN THE AFTER NOON FLIGHT FOR WHICH I ALREADY BOOKED FOR MEDICAL ASSISTANCE. KINDLY ENSURE THAT I DO RECIEVE THE APPROPRIATE ASSISTNCE WITHOUT ANY FURTHER PROBLEMS. YOUR KIND HELP AND ASSISTANCE WILL BE GREATLY APPRICIATED. YOURS FAITHFULLY, KRISTINA H. BHATTACHARYYA. I

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