British Airways is confronting a storm of criticism after multiple disabled passengers came forward with disturbing accounts of accessibility failures that left them feeling 'humiliated' and 'treated like baggage'.
The airline, which proudly claims to 'fly the flag for Britain', stands accused of systematic failures in its assistance services at Heathrow Airport, with some customers reporting being physically carried by staff rather than provided with proper equipment.
'I was carried like a piece of luggage'
One passenger, John, who lives with cerebral palsy, described his ordeal after flying from Newark to Heathrow. 'Instead of using an aisle chair, two staff members picked me up and carried me to my seat. I felt like a piece of luggage rather than a human being,' he revealed.
Another traveller, Sarah, waited nearly two hours for assistance after her flight from Athens. 'I was left completely stranded in the aircraft while other passengers disembarked. The helplessness and frustration were overwhelming.'
Systemic failures exposed
The problems appear to extend beyond isolated incidents. Multiple passengers have reported:
- Extended waiting times exceeding 90 minutes
- Inadequate equipment and improper handling
- Poor communication between ground staff and cabin crew
- Complete breakdowns in the assistance booking system
BA's response falls short
While British Airways has issued a standard apology, stating they're 'working with their suppliers to improve the service', affected passengers feel the response lacks substance and genuine commitment to change.
The Civil Aviation Authority has expressed concern over the reports, reminding airlines of their legal obligations under the Air Accessibility Code to provide adequate assistance to passengers with reduced mobility.
As the controversy grows, disability advocates are calling for immediate action and proper training to ensure all passengers receive the dignity and respect they deserve when travelling.
