Special assistance problem yesterday

vix2000

I booked special assistance for my wife who has incurable secondary cancer in the lungs and severe arthritis. We checked in at the assistance desk and she said she would manage the steps to the aircraft but slowly. We were told someone would be at the gate to take her to the aircraft.

 When we got to the gate we had our boarding cards scanned first before anyone else and were told to wait until assistance turned up. They did not. We asked numerous times and was told someone was on the way. Even when everyone was on the plane no one arrived. She asked what would happen if they didn't come and was told don't worry the plane won't go without you.

We heard the plane crew say to the gate staff "we cannot hold any longer and the assistance team say we cannot send anyone". At that point it was wait and watch the plane go as the rear steps were in the process of being removed from the plane or attempt to get on. Vicky had to rush and struggle to get to the plane down 4 flights of stairs, I virtually had to carry her, and as the rear steps had gone she had to get on the front and walk to our allocated seats at the rear. By the time she got to her seat she was extremely breathless.

We didn't like the message from the crew blaming the late arriving plane and late departing plane on assistance which looked like our fault as everyone had been on the plane at least 10 minutes by now.

I know it’s not Ryan air that is at fault but I cannot get any help from anywhere else. I have spent all day on the phone being given wrong numbers etc. This was not acceptable. Vicky is still in pain today from rushing and her breathing will take a while to settle back down. If she had not gone to the plane when we did or could not walk in any way we would have missed the flight because of the assistance. I have now had an email from Ryan air saying we weren't on the flight so if we had been in an accident no-one would have known we were on the plane!!!

Any advice what I can do about this please, because I am just being given the runaround.

la531983

Which airport? You don't say. 

vix2000

Sorry it was Manchester

Westin

I am unfamiliar with the company has been appointed for provision of special assistance at MAN but as the airport holds ultimate responsibility for providing services to customers requiring special assistance, I would start with a complain to Manchester Airport Group - https://www.manchesterairport.co.uk/help/feedback-form/

silvercar

Appalling treatment. I hope your wife regains her strength.

Did you have luggage? Sometimes this can be a trump card, they can't depart without you and removing the luggage takes time, this may give them the push they need to get help for you.

Clearly the mistake is with Manchester assistance, but I would bet that the fact your wife had said she could manage to board herself meant her name never went on a list for support. Assistance would expect that the gate staff would allow her early access to board slowly and gate staff expected assistance to turn up.

la531983

silvercar said:

but I would bet that the fact your wife had said she could manage to board herself meant her name never went on a list for support.

Yup, this. Probably confused the situation. She should have clarified she would have needed extra time to get on, especially with it being Manchester T3 (stairs down to the tarmac) and then Ryanair (their tendency to not use airbridges in the UK).

twopenny

I agree. I'm an upfront person but learned the hard way that you state you need full help even if you only need it partially.

I'm sure your wife was just trying to maintain some independence and dignity by undertaking part of the journey.

If you hadn't said that they would know that you couldn't get on the plane without them. But that's not your fault. You booked and were let down. This happens all too often and something needs to be done about it.

But that doesn't help answer your story.

Which airport?

Which assistance company?

Did you book in advance?

What is it that you want?

Who do you want it from?