Hi, I wasn't sure which forum to post this and so please move accordingly, mod, thx.
Hello, I'm posting in relation to an incident with an airline operating internationally out of the Middle East.
A senior couple (one disabled and reliant on a wheelchair) had booked their tickets through an agency travelling from UK to a destination in south Asia connecting through a Middle East airport. After booking with an agency, they subsequently contacted the airline to book wheelchair and transit lounge facilities for their wait at the connecting airport, which was confirmed over the phone with a representative of the airline.
A wheelchair was provided for the first leg of the trip from UK to the connecting airport. On arrival at the connecting airport, an attendant was waiting, who took them into the airport but then said that if they wanted to keep the wheelchair for the duration of the transit there would be an extra charge? Reluctantly, the elderly couple agreed to pay with a CC but the attendant rejected this and demanded cash whereupon he marched them to an ATM. The non-disabled senior then became angered by this believing it to be an extortion attempt whereupon the airport security took him away and the disabled senior was abandoned in the airport with no carer for 30 mins. This caused the individual to have a panic attack because he/she didn't know what was going on and was clearly very vulnerable. After this delay, the security released the non-disabled senior who returned to the abandoned senior. The attendant then withdrew the chair whereupon the couple were forced to go on foot to the transit lounge. They were then refused entry to the transit lounge because 'they were not on the list' and were asked to pay extra. They refused to pay and ended up sitting in a general waiting area which caused them considerable discomfort whilst they waited for their flight.
It's not clear what happened here. At first we thought there might be confusion about the processing of the extra charge for wheelchair/transit lounge facilities but then why was there no issue with the wheelchair on the other legs of the trip? At the final destination in south Asia wheelchair services were provided by the airline all the way to the taxi outside the airport on both legs. So, it seems the problem is specific to the airport in the Middle East.
Again, on the return leg through the Middle East, no wheelchair was provided but the seniors did not wish for a repeat of the previous situation and coped by walking with great difficulty to required areas.
I initially raised this complaint with the airline at the start of the year which the airline acknowledged. Then, again, during the summer I sent a reminder to the airline which they acknowledged. Yet there has still been no resolution. I feel enough time has passed for a resolution to this. What are the options are this stage and which authority should we report this state of affairs to?