Bristol Airport

Last week I leaned that Disabled passengers at Bristol Airport have a very different experience to non-disabled passengers. My flight was at 16:40, so I made sure I was at the airport for 14:00 to check in at 14:40. I had already checked in but as I was flying with a wheelchair and power attachment, I had to go to the easyJet desk to repeat the specifics of my Triride and get my chair and device tagged. I then went to the assistance desk to ensure the ambulift was arranged. I went through the process as I normally do, explaining my Triride again and highlighted that I can take myself to the gate. I was told I wouldn’t be doing that, and that I need to go to the Special Assistance reception lounge. I queried this, as every airport I’ve been to in the UK (and I’ve been to a lot) allows me to do so. I was told, "You need to go there because you’re travelling alone." It was far too hot to have this discussion, so I followed the instruction. I made my way through security, which is never not stressful, and to the lounge. I checked in and explained the Triride AGAIN. I then asked about the situation regarding disabled folks. They explained that through the lounge is the only way to get us out to the plane, and they give you a time to return to the lounge. It was 15:10 by that point, and they asked me to return at half past! Twenty minutes to go to duty-free and get something to eat or drink like some airport version of Supermarket Sweep! There was no point in leaving. Oh, and nobody came for me until 16:00. This is not equitable. I expect to do things differently, but why are disabled folks denied the same experience as non-disabled people? The lounge feels like a holding area with only vending machines for food and drinks unless you order food to be delivered from a café within the airport. It has one accessible toilet as well – which is a poor show. If you need a Changing Places toilet, it’s on the opposite side of security, so staff would need to lead you all the way back out to arrivals. It's worth highlighting that there is a sensory room, which is definitely a good thing. Before boarding, I spoke to the easyJet staff, explaining my prior experiences at airports, how this approach means disabled folks have a very different journey, and how 20 minutes is no time at all – their solution? Check in an hour sooner. Putting aside the fact that bag drop, where I checked in to get my equipment tagged only opens 2 hours before for domestic flights, the airport isn’t a day out. Being there sooner to shop/eat/drink only to have to spend an hour in the holding pen is not enjoyable. The ambulift crew explained the area is closing soon to be moved to a better location, but as long as we’re being herded into one spot, we do not get the same airport experience as everyone else. Whilst I see the value of the sensory area and the lounge for those who would rather be away from the bustling crowd, choice is the real issue. I hope this new area provides the change that is much needed. As things stand, though, I would still prefer not to fly from Bristol.

Outbound Bristol Airport > Palma was only an issue on the ever-changing walk of approx 1000m on the route to Security. The departure lounge, 12 had no toilets inside the lounge and had one toilet working just before. The route from the lounge was good, as it was all flat up to the ramp (instead of stairs) to board the plane. The Airline had sat me at the front of the plane. TOM 6534. I needed a sit down in security, It was OK going to Majorca. Arriving at Palma in Majorca, steps off the plane to a bus, I use my stick and managed the steps as history has seen me have to wait for the assistance, bus pick up, and I managed to get a seat on the bus. Unable to stand up due to knee problems. Security again had a 1500m Que and the walking round and round to get 50m. I can't say much to reference the hotel 2 lifts broke down, and got one fixed with limited restrictions in Spanish. Good thing they have a freezing pool, and it helped take the swelling down on my knees. On the inbound / way back, Palma Airport had good lifts, resting seats available and a sky bridge to access the plane. Bristol was another issue, on landing again a ramp appeared at the front of the plane. I presumed it was going to be the same as departure, I was so wrong. The ramp was 9" lower than the plane door and the access to arrivals building was via 6/7 steps. Although it was alongside another entrance that had a ramp to access the same building. Then it was two lifts to get to Security, I did mange this but not that easy when you have been sitting on a plane for over 2.5hrs and knees are stiff. I prefer to do self-help, but maybe I should have waited for Assist to come and collect. Bristol Airport could have saved lots of resources if some minor changes or attention to detail was carried out by ground staff? I have L4 Arthritis in both knees awaiting NHS Knee full or partial when consultants stop arguing on which waiting list since 2017.

This review is specific to the Changing Places facility at the airport and does not reflect my impression of the airport as a whole. I usually use this section to give a quick overview of the facility before diving into the details of my experience. But I feel this one needs a different approach. We can probably all agree that accessible toilets — especially Changing Places toilets — are a good thing. They’re designed to support a wide range of needs, yet they’re still rare in a world full of accessibility challenges. But they’re only useful if you can actually get into them. When I located the Changing Places toilet land-side near the arrivals area, the first thing I noticed was a keypad above the lock, requiring a number code. Next to it, a sticker read: “To use this facility, please attend the special assistance desk or call 01275 473402.” There was no signage to show where the special assistance desk was, so I called the number. I explained that I was looking to access the Changing Places toilet. The person on the other end asked why I needed it. I explained that I need the extra space. He asked me to hold, then returned to say he couldn’t give me the code. When I asked why, he told me that there was medication stored inside, so I couldn’t go in without someone accompanying me. I pushed back — politely but firmly — and explained that Changing Places toilets aren’t just for people who have someone with them. I’m a disabled person, and I wanted to use the facility. Eventually, he agreed and said someone would come down. It took ten minutes, but when they arrived, they were polite and opened the door without any fuss. I nipped in, used the loo and took some photos for this review. Before I left, I asked if I could share some feedback, and they were receptive. At one point, they mentioned that nobody had asked to use the toilet in two years. I explained that I wasn’t surprised. Having to find or phone a member of staff is an extra barrier, especially when it assumes that a disabled person — or their PA, family member or carer — can manage that process without difficulty. They kindly listened, and I appreciated that. But the truth is: Changing Places toilets are only helpful when they’re accessible. And putting up unnecessary barriers in the way makes them anything but.