Which? say UK airports treat disabled passengers badly
10.04.11
Disabled passengers are being poorly treated at UK airports. A Which? Travel report has found that one blind passenger was abandoned by airport staff for 90 minutes, while another was separated from her guide dog at security.
Both passengers were concerned at the lack of care shown to their guide dogs, with one dog left without water and the other not given a chance to go to the toilet before boarding the plane. Both were also offered wheelchairs, despite being able to walk, while another passenger who did require a wheelchair was left waiting in the cold for a long time before being helped on to the plane.
More than 70% of 1,499 Which? Travel members who were surveyed said they were happy with the assistance they got at airports, about 9% were dissatisfied. Which? Travel members with disabilities also reported ‘feeling humiliated’, being ‘abandoned like a piece of luggage’ and feeling like they were ‘passed around like a parcel’ while travelling through UK airports.
Rochelle Turner, head of research for Which? Travel, said: ‘Although most disabled passengers are happy with the level of airport support, when things go wrong, they go badly wrong, leaving passengers feeling distressed or humiliated. A few simple changes to processes and staff training could help airports ensure all passengers get the assistance they need.’
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