Airports ‘treat disabled poorly’

Some disabled passengers are being poorly treated at UK airports, according to a Which? Travel report.

One blind passenger was abandoned by airport staff for 90 minutes while another was separated from her guide dog at security, the report said.

Both these passengers were concerned at the lack of care shown to their guide dogs. One dog was left without water, and the other was not given a chance to go to the toilet before boarding the plane.

Both passengers were offered wheelchairs, despite being able to walk, while another passenger who did require a wheelchair said he was left waiting in the cold for a long time before being helped on to the plane.

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.

While more than 70 per cent of 1,499 Which? Travel members who were surveyed said they were happy with the assistance they got at airports, about nine per cent were dissatisfied.

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.”