Humiliating experience
0.5
0.5
Date of visit: January 2025
I have experience of challenges around: moving around and understanding.
Overall Rating
Bad
I was treated very badly by a Duty Manager for the Special Assistance team. I had emailed in September to check that I would be given wheelchair assistance to get from the adjoined metro platform to the Airport itself. She had assured me that I would be supported. Then when I called the number she had given me to request the wheelchair I was initially refused. They made an exception "this time", and told me not to expect it again. I asked to speak to the Duty Manager who had emailed me. She kept me waiting half an hour, then came to speak to me, presented me with a print out of the metro policy (I had already spoken to them in September and been told the Airpirt had to assist me). She went on to say that I should have clarified after I'd received her email reply, but my original email already set out my requirements so clarification should not be necessary. Ultimately they are refusing to provide me with access to the airport, and belittling me.
Disabled Access In and Around
Bad
I virtually had to beg to get help from the metro to the airport. I felt so humiliated!
Parking & Transport
Bad
I arrived by metro, but there is no lift from the platform (I appreciate that this is managed by Nexus, and not the Airport).
Accessible Toilets
Bad
Seats were not secure and red cords were tangled up in pipes.
Staff
Bad
Many of the assistance porters were helpful, but the Duty Manager was awful.
