Amy Pohl and her mum Jo say their experience at Heathrow was 'undignified' from check-in to boarding.
Amy Pohl was flying with her mum and assistant to Newcastle from Heathrow after holidaying in the USA
The pair said they were made to feel “undignified” at every stage from airport security until boarding the plane at Terminal Five. They arrived in the terminal 20 minutes before their check-in opened, when Amy said her mum was “really struggling” with joint pain following their transatlantic flight. Jo said she was then asked to get out of a wheelchair that had been provided by the airport, and to hand over her crutch to be scanned - which is normal procedure - but they failed to give her a temporary walking aid.
Amy said: "Instead of talking to me, she talked to my assistant and said, 'can they walk?' in front of everyone.They said they were then told by the boarding agent there was no record of the pre-booked special assistance, which had been arranged in April. "Just as we came out of the lift we could see a flood of people coming down the escalator and on to the plane," Amy said.Only one of the two people required to help Amy on to the plane then arrived with the aisle chair.Amy PohlJo said: "So she had to go through a sea of people - I could hear people tutting and rolling their eyes as we're going down."
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