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| Flight on time? | 5.8/10   |
|---|---|
| Customer service | 4.5/10 |
| Comfort on flight | 4.9/10 |
| Quality of food | 4.2/10 |
| Value for Money | 4/10 |
| Reviewer Rating | 4.3/10 |
| Overall Rating | 4.1/10 |
By Guest. on 24th Jul 2008
| Flight Date | July 2008 |
|---|---|
| Flight From - To | Edinburgh - Heathrow |
| Ticket class | Business |
| Flight on time? | 8/10 |
| Customer service | 1/10 |
| Comfort on flight | 8/10 |
| Quality of food | 7/10 |
| Value for money | 3/10 |
| Overall value | 2/10 |
 Guest.'s recommendation | |
The complete breakdown in the process of transferring a disabled wheelchair passenger from an incoming BD55 flight from Terminal 1 through to Terminal 3.
I am an Air Canada frequent flyer, travelling Business Class, on Monday, July 14th on my return flights from Edinburgh to Ottawa via Heathrow and Montreal. The flights were excellent. I had been through Heathrow with my own wheelchair from time to time before and I had never experienced a problem before. However, this time I had a problem in Terminal l. Here's the situation which occurred and which caused me some anguish:.
Notes re Heathrow between BD55 from Edinburgh and AC 865 to Montreal Monday, 14 July.
I was travelling with my own wheelchair, told by cabin crew on BD55 from Edinburgh that someone to push my chair would meet the bus driving the passengers to Terminal 1 airport building
On arrival at the terminal building, there was no-one to push my chair. The bus driver remained in his seat. He did not help me get the wheelchair out of the bus and there appeared to be no ramp which makes it easier to remove a wheelchair from a bus. I made my way up to the front of the bus to ask the driver to phone to see if someone was on their way to help me. He refused. Once inside the building with the help of an Australian lady connecting to an Air New Zealand flight to Los Angeles she pushed my chair to the bottom of a tall escalator with a set of steep stairs beside. The Australian lady did say that she would tell a BMI person where I was. No-one came to help. Time went on. The ' Danger ' sign beside the steep set of stairs did not help my morale. I tried to ask terminal staff passing through. The only one to answer and this was about an hour after my arrival was a cleaner who was carrying a big bag of refuse. After disposing of this bag, he did come back as he had promised and he then went up the escalator to search for help. Shortly after this, a gentleman in security (I wish I knew his name so that I could thank him for his thoughtful help) appeared. He went to call for help and then came back and stayed with me until a man arrived to push my chair through the terminal to Terminal 3.
The security gentleman helped me up the escalator while the pusher took my wheelchair up the escalator. The pusher took me in my wheelchair through to an Air Canada desk in Terminal 3. The Air Canada desk personal promptly called a Terminal 3 pusher who arrived quickly. I asked to be pushed to the lounge. On arrival at the lounge desk, I was informed that AC 865 to Montreal was already loading and that I needed to proceed to the gate. I had already missed the preboarding.
Questions
Is it forbidden for a bus driver to phone for help for someone who is using a wheelchair when no-one arrives to meet the bus?
Are the buses equipped with ramps to make getting a wheelchair off more easily? On connections before in Heathrow, the buses had ramps the driver could attach to make it easier to unload a wheelchair. When a pusher doesn't appear is the bus driver permitted to help one get one's wheelchair out of the bus? It would have been impossible for me to get it out of the bus without the help of the Australian lady.
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