Crappy wheelchair assistance at airport

[Booboostwo]

Today I was traveling with 5yo DD from Toulouse to Manchester. I have a herniated disc (waiting for op) and have trouble standing but I can walk slowly with a cane and I am OK sitting so I thought it sensible to book wheelchair assistance at the airport.

We turned up 1.5 hours before the flight, as advised, and checked in immediately at which point we were asked to sit and wait for the assistance. We were advised it would be a while which I assumed would be 10 minutes but turned out to be a 45 minute wait. Another passenger was also waiting one hour for the same flight.

When the assistant turned up he was very rude and in a huge hurry. He was very rude to another passenger who wanted to ask how long his wheelchair was going to be and then pushed me so fast DD could not keep up. When I asked him to slow down he said he was walking normally and she should just keep up! It might sound a bit OTT but I was genuinely stressed with DD behind me, so that I couldn't see her in a busy airport.

When we got to security he was, miraculously, less in a hurry and greeted all his mates with kisses and told them about the 'rude' passenger who had tried to delay him. (Spending longer telling the story than he would have spent replying to the man).

Now this was a rude guy but the delay meant we never got to stop for food (flight was at 14:30 so DD didn't get any lunch until on the plane at 15h), we didn't stop at the play area and god help us if we needed the toilet!

Is this standard and to be expected? We spent ages waiting at check in, when I complained I was told I could walk to the restaurant at the other end of the airport which kind of defeated the wheelchair purpose and that I might miss the assistance person then! So we were stuck waiting and then rushed on board.

Zebra Exactly, Manchester Academy's disabled policy (discounted tickets, no queueing, fantastic viewing area) deserves a very honourable mention.

OP, you seem to be entirely ignoring the point that the airport did provide the service required by legislation. They are not required to facilitate your enjoyment of the experience of travelling.

Your experience was shoddy because you're not used to being in the disempowered position of a wheelchair user, so you didn't know what to expect or plan for - including letting them know that your dd wouldn't be able to walk at speed through the airport.

This is not the fault of the assistance service.

Personally, I'm hugely grateful that assistance in airports exists and is usually ok. It's a shitload better than the assistance provided in uk rail services.

Mostly I think bloody hell it must cost them a fortune having these staff going back and forth at all hours through complicated airport routes, airside and back.

The escort people have to go through security every time too, shoes off, scanned etc, meanwhile minding vulnerable people who are often in pain and exhausted. Not an easy job to do with good cheer day in day out.

So yes, I'm grateful for the assistance service, and so should you be. And don't even think about calling me disablist for saying so.

You did receive the service in the legislation. There's nothing more irritating that people who temporary impairments who like to tell us permanently disabled people how things should be and what we should expect, as if we don't bloody know! I know more about the Equality Act due to my work and personal life than most people do and yep, you're totally unrealistic and entitled. Having a personal carer in the airport is not a "reasonable adjustment".

At Warner bros tour London if you have a blue badge/ higher rate mobility your caret gets in free and you don't queue to get in. My mum was thrilled.

Ha we need a disabled liggers thread don't we?

Sorry op you did recieve the service.
They are not there to take your dd to the play area.
They should have taken you to the loo, which if you'd asked i'm sure they would have.
What happens if when you want them to pick you up they're busy with someone else?
Rather funny you calling people disabilist ( who aren't agreeing) when you have no idea if they have disabilities themselves.

Just to add reassurance, I have a bladder issues and I've never been denied a trip to the toilet by special assistance at the airport. I travel fairly frequently as I have close family abroad and I also wee frequently.

A little off-topic but we plan to fly with DC for the first time later this year and they have SN.
What sort of going rate for tipping assistants?

I wish people would read the links above especially the code of practice which confirms my expectations rather than stating their personal views about the services that should be offered.

Which link says they have to provide a personal shopper?

I normally tip enough for a coffee so £2 at Euston train station / Manchester or €2 for Europe a lot don't - I asked last time I went to London

Booboostwo That kind of attitude is what's really frustrating to those of us in this thread who have experience of disability - we've read more legislation in our time than you can possibly imagine, of COURSE we've read it. The Code of Practice says passengers should be given the opportunity to use the "airport facilities" where time permits. First of all, "airport facilities" is deliberately vague and I would expect most airports to interpret that as "toilets". Secondly, "where time permits" - time didn't permit in your circumstance, and no, that wasn't your fault, but regardless, it would negate your official complaint. Thirdly, that is a code of practice - the actual legislation requires nothing other than transportation between arrival and the plane free of charge. When it refers to the code of practice, it's basically saying "you should try and be as good as this, but as a bare minimum you must get the passenger to the plane". And those of us with experience know that the bare minimum is what to expect. These aren't our personal views, they are our views based on knowledge and experience. You have very limited experience of something we know inside and out, and you're trying to tell us that we're wrong. That's incredibly frustrating to me as a carer and I although I can't and wouldn't want to speak for them, I can only imagine it's even more frustrating for the disabled people in this thread.

Like I said, you have a valid complaint about the length of time you were made to wait, and about the rudeness of the staff member / your daughter not being able to keep up.

I wish people would read the links above especially the code of practice which confirms my expectations rather than stating their personal views about the services that should be offered.

I have, about 4 times. I've even read ECAC 30 part 1 subsection 5 which refers to assistance at airports. I can't see anywhere where it says you have to be taken to the shop, the cafe and soft play. Can you copy and paste?

I've had pretty shit wheelchair assistance at airports. Including having to go up the stairs on my hands and knees or be carried in an evacuation chair. The 2 guys dropped me on the 3rd step, I didn't fall out of the chair but the pain was horrendous, so I chose to go the rest of the way on my hands an knees, just so I could control the pain and pace. Most undignified and not what going on holiday is all about.

I flew with work and had awful experience of waiting, stood up when I couldn't stand any longer and fainted. In front of people who worked for me. And I was 3 days in to the new job, so had not full disclosed to colleagues the extent of disability. Only that I needed help as couldn't walk far.

Had to wait so long for assistance that they literally took me to the gate to get on the plane. I had been a stuck land side for 2.5 hours waiting, no food or drink. I needed to pick up something for breakfast so I could take medication. Short haul so no meals on plane, had to take medication with peanuts. Had a bad reaction as I should have had more food.

Went on holiday, disabled assistance booked at the time, package holiday where airline and hotel is with same provider. All airport assistance fine, but when we arrived at destination the transfer had not been booked to include my wheelchair. The bus literally refused to put it on, even if I got myself up the steps. 2.5 hrs later the rep came back for us, after dropping everyone else off at their hotels first. She then made some calls and got a taxi booked that would accept a wheelchair. Instead of arriving in resort at 8.30pm, we arrived 12.15am. We're starving but restaurant closed and only snacks like toast available till morning. God I loved that toast, when I finally ate I cried a little. I was traveling with then 4 year old who was brilliant throughout.

The list goes on. Unfortunately this is one of the shitty parts of being disabled. Not the worst bit by a long stretch.

BooBoo - unfortunately many people on Mumsnet aren't psychic so we don't know your place or country of origin. Plus if you had come from home then I find few excuses why you couldn't have made a pack up for her. On the assumption you had been staying in Toulouse and returning to the UK, my first thought was why not grab something before you go to the airport, maybe you are rushed because of the appointment. But every parent knows you carry snacks for your child when travelling. The 'brat' remark was if she grows up to be self entitled like the world owes her something, which from your last posts, you have little comprehension why the poor guy transporting you couldn't let you get a meal plus let your daughter play. That would be like an adult saying so unfair they wouldn't let me stop at the arcade! it's just not realistic. If your daughter is circa 44lb so doing very rough maths just under 4 stone, why couldn't she sit on your knee? If you didn't sound so self entitled and accepted that it the service caters to get you from A to B, if you wanted those extras, next time it would be advisable to take an adult. Instead of, why shouldn't my daughter get to play, she's off to an appointment. Then the fact you were at the gate 30 minutes before departure, which is the time you have to get there, there wasn't time for these extras anyway. It's irrespective of whether Mr Jones gets to the gate 10 minutes before departure, you booked assistance onto the aircraft so you have to be there early in case they load you first or last onto the aircraft using the ambulift service.

I've been disabled since childhood, like I said I never received special treatment, nor do I expect it.

Now it's apparent you came from home, it begs the question why your child wasn't fed early or why you didn't pack a lunch for her to eat whilst waiting for the service, or waiting at the gate.

I was held over an hour several times at the booking in desk area where you have to wait. I never thought to complain because, busy airports, staff running around trying to get everyone where needed. It's a minor irritation at best. If you complain they'll likely say it was a busy day and busy period, really sorry it couldn't be avoided.

If you say my daughter who has a rare bone disease couldn't keep up, they'd suggest sitting her on your knee or booking her into the service. At 5 years old they're not that heavy, how do I know, I've had 2 children sit on my knee through till they were too tall / heavy.

Facilities in my view is the lavatory. If you were a smoker would you expect facilities to include smoking area?

Hopefully you get the operation soon so you don't have to encounter life the other side of the abilities spectrum much longer. Hopefully they manage your daughters condition so she doesn't become impaired in any way.

TinklyLittleLaugh
Unlike the Royal Opera House's [Lack Of] Access Membership Scheme which has SERIOUS issues. Harrumph. Although not as serious as whatever is wrong with the people who, on the day booking first opened for Harry Potter and the Cursed Child, decided it was reasonable to call the Access Line not because they needed Access seats, but because they weren't having any luck online. It took me hours to get through because of that. I managed to get tickets ok, and for last June, but it was boggling. The woman basically greeted me with "you're meant to be booking online, go away" & then got all excited I was actually using the Access Line for its intended purpose...

Also, very much what peachgreen said. And TheFairyCaravan. (On reflection, maybe we should be campaigning for Fairy Caravans for the disabled? Bet those would, what with their being magical, be perfect way to travel as could adapt to meet all needs. And we're as likely to get them as we are the things OP is suggesting - go big or go home I say! And while we're at it, sod the apocryphal goat, I demand a benefits!unicorn - ideally a flying one, obvs, so airport assistance will DEFINITELY become a non-issue...)

[NB Am aware The Fairy Caravan is in fact a Beatrix Potter story about a guinea pig who runs away to join the circus. Was a lateral thinky moment. Am also open to provision of charming cavalcades of anthropomorphised animals for people with disabilities, but suspect they'd be less likely to help with travel issues.]

(It is possible that there was not enough sleep last night & there is too much pain today. Maybe.)

You're being ridiculous OP

ZebraOwl Theatre access is absolutely ABOMINABLE, it makes me SO angry. My DH worked in theatre access for a long time as part of a third party company and trying to get the theatres to consider disabled patrons was, on the whole, frustratingly futile. Some are better than others - The Globe are very good, for example, and The National.

The Queens Theatre was pretty good for me. I use a wheel chair but can walk a bit though. The problem with access solutions are that it's not a one size fits all situation. In general though, the newer the venue, the better the access.

Maybe people have read it

The most bizarre thing about this thread is that the OP can walk. I have a herniated disc too and it is in no way comparable to being confined to a wheelchair. She said herself she can walk slowly - and therefore take herself to the toilet or the soft play area or the café.

Just ridiculously entitled!

Agreed.

If you read a couple of my responses I highlighted if she was left at the gate & needed the lavatory, it would be no different to being in flight and her DD needing the lavatory. She could get her cane and walk, or in the gate she could do that doe eyes look we give people when we need help. Although OP wouldn't know about the doe eyed look as her life isn't as a permanent w/c user.

When you can't reach something, you have to hang around for someone, apologise profusely, make a joke, last time it was corn flour to make slime with my children. The person helping didn't know that, as she got me one decided actually she should get one too and thanked me. It made me feel that little bit normal for a while. Having an actual conversation with real people.

I'm not the kind of person to make demands, but if you are, you'll learn quickly that things seldom go your way if you start quoting legislation. If you want the guy to slow down, you'll have been talking with him on the way down, you notice DC is started to lag a bit, you joke DC's little legs can't carry them as fast anymore, low & behold the assistant slows down.

You really need water for your journey, maybe a snack to take your tablets with, you smile and explain I tried smuggling in the water I bought in the terminal, the buggers took it off me like it was radioactive, please can I grab some water and something to take my meds. I usually tip £10 or €10, these guys rarely get tipped, they rush about all day long, on minimum wage, put a smile on their face if you can afford it, if not £5 or €5, if everyone did that they'd soon make enough so when they get a customer like OP barking her child needs food, her child deserves to play, they'll just laugh it off and won't go home suicidal, at what is pretty much a dead end job.

Irish airports amuse me as they're overly helpful, they don't care for H&S, ah just put your brakes on you'll be grand, they deliver you to the terminal exit doors, you have a right laugh with them.

Go in all stoic and grim faced, knowing what you want, but not even acknowledging the assistant, in any scenario, it isn't going to go well. I'm not the least bit actually jovial, I'm in pain, wear the largest pad Tena makes in case my bladder goes haywire, scared that something will flare on the flight. Scared that I'm going to need medical attention at my destination, through out my break.

OP can walk so she could have got herself through the airport, gone to every place she wanted and still ended up at the gate in time. She booked assistance, this is the joy of needing assistance. You have small airports, you have huge airports. I can't imagine Toulouse being on the scale of Dublin airport for example, which has miles of corridors. Some US airports too.

I'm glad that booking lines are now getting more on the ball with the free career ticket thing, used to annoy the crap out of me having a neighbour who had hired a wheelchair just to look disabled to get a free ticket for a broke mate.

I don't know what a fairy caravan is, but I think I want one. Years ago we talked of touring Europe and the US, the way I picture a fairy caravan, it magically has space for everything and more. A travellers delight. A disabled travelers dream. I mean services, rarely use the radar system, or if it does some eejit leaves the door ajar, so some guy phobic of emptying his bowels with others near, totally wrecks the disabled toilet, not even cleaning up after themselves, so you need radioactive gear to enter, it seldom has the feel of a sterile environment you can sort your catheter and stoma. In fact I keep a backpack with a tray that's sterile, double gloves etc, and try and wash my hands in the main toilets as they're often continually cleaned.

If we could have a disabled life thread OP would realise that her complaints are minor. Watching a sought after TV show in person, people so fame hungry, they let the wheelchair user sit behind, staring at a crowd of butts, who pretty much pass wind in your face. Or a crowd of any sort, people don't care for the person sat in the wheelchair, they have their space, that's all that matters.

People asking your medical history, if you show any signs you're not a paraplegic. What you can move your legs and you sit in a wheelchair? Well once upon a time...

Not being able to go certain places with your children as it's not accessible. Muddy paths, the worst of all the beach. Not being able to go to football games as parents congregate by the side of a muddy pitch, often standing on grass. Christmas plays or summer plays/assemblies are a nightmare as it gets too stuffy, you already feel like crap and you panic you're that nauseated, you will vomit on the class sat at the back. Not being able to volunteer for Brownies or Scouts, as you can't possible do the activities, so you can't be classed as a volunteer of rowdy excitable children. The endless list of things you want to do but can't as they see you in a w/c and it's against H&S. Like a trip in a boat, well what if you drown, well wasn't planning on it.

Travelling alone in general, you may have booked assistance a month before you travel, but they can't find it. You eventually get on a train and find yourself stuck with someone opposite you filling all the seats with shopping. You're so tired after all the hassle and want to sleep, but they want to play Drs, giving advice that apple cider vinegar cured their aunts cancer. Honey too, oh don't forget honey, a spoon a day and your back with uncrumble, your muscles and joints will sing with praise never to cause issues again. (It doesn't work btw!) Getting chucked about in your w/c if you dare take a bus, everytime the driver slams on them brakes. Oh and taxis, waiting 'just 5 minutes' (sarcasm) that won't fit your wheelchair, even though you know it will, so you have to wait 'just 5 minutes' (sarcasm again) for a replacement you have to pay more for, just because the driver doesn't want any damage to their sparkly cab. Adverse camber on footpaths, so if you can just about self propel you have to drag one side to stop you going in the road, clenching and pushing yourself for 2 inches. Getting stuck on curbs that have a drop to them and the adverse camber. Shops with big steps. Just touching on some of the joys of being permanently disabled.