British Airways Heathrow

Should have known better than to trust BA again. Bad experience in January 2023 and even worse in January 2024. Despite numerous face to face assurances, emails, phone calls and travel agent making contact special assistance (or should I say lack of special assistance) was appalling. It would appear they can manage to deal with UK flights but not long-haul flights.

Arrived at T5 wearing invisible disability lanyard and asked BA helpdesk for accessible checkin. Dismissed with a wave “it’s down there” while they went back to their chat. No assistance at accessible checkin - had to lift own luggage onto the scales. Dumped in an area to wait for wheelchair and had to battle to get one sooner as we had paid for a lounge pass and wouldn’t have time to use it if we waited. Lounge access very difficult - barely wide enough for wheelchair and no accessible tables. No help there from staff - had to struggle to/from counter ourselves with drinks, food etc. When taken to gate, just abandoned to make our own way (with hand luggage) on to the plane. No assistance from gate staff or on the plane. Horrible exhausting experience.

I wore my invisible disabilities lanyard (a scheme which Heathrow airport runs to help airport staff identify an invisibly disabled person without that person having to disclose) and previously the BA flight staff acknowledged and conversed with me about the scheme. Therefore, I assumed they were aware/or had training about the scheme. On a recent flight, I asked an attendant to help me put my hand luggage in the holdall. My joints can dislocate easily and I was in severe pain that day and would have found it difficult to manoeuvre the bag. I did state that the bag was slightly heavy just so she was aware. In a rude tone the lady said 'are you going to help me then'. She then went onto state that she couldn't lift my bag due to the company's insurance policies and if she hurt her back she would be out of work and not paid. This is completely understandable and I can understand that if she needed help with this due to those reasons. However, the tone of her voice and the way she said it made me feel quite uncomfortable. I did explain to her that I had an invisible disability and that I only asked for help because I was struggling that day with my pain. I think what frustrated me the most was that 10 minutes later, a person entered the aircraft in a first class seat. The flight attendant's manager asked her to put this persons hand luggage (same size) overhead for the passenger. The flight attendant did not ask the passenger to help with the bag due to insurance reasons. Lastly, I think what upset me more is that at the end of the flight while I was waiting for the ambilift all of the flight attendants left the aircraft and no-one was around to help me lift out my bag from overhead. My coat was also overhead but too far to reach. As I tried to reach my shoulder joint started to dislocate. I had to climb on the seat and get both down which was extremely unpleasant and painful. I am very disappointed with this service.