Well, I am feeling alot better now. I have been to Tenerife with Shane and now need some inspiration...
Well, I am feeling alot better now. I have been to Tenerife with Shane and now need some inspiration to write again. Any suggestions?
Member since:11.07.2000
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I am writing this opinion about one specific flight that I went on, using British Airways the carrier for Iberia Airlines. I was not told this was a co-shared flight or that I would be not flying with Iberia.
On the 16th May 2003 I flew from Tenerife South to London Gatwick, on a co-shared flight with Iberia Airways (with whom I had brought my ticket though) after my long awaited holiday following the back surgery that I had had earlier this year. I had had a great time and was not expecting my flight home to be a problem.
I am a disabled passenger with as dislocated pelvis and paralysis in my left leg, only having had major back surgery in late February 2003, medical seats were booked on purchase of tickets because of these special needs. I was looking forward to flying with Iberia Airways; great a chance to practise my Spanish, but at the airport I was surprised to see that I was actually on a British Airways flight. I have used British Airways for long haul flights; very successfully I might add in the past, I thought I would be alright using British Airways scheduled flight which being shared with Iberia Airways again for my latest trip to Tenerife, based on past experience. (They were also the only airline that I could get a twenty-eight day flight with as well over the Easter period). The flight out from London
Gatwick went smoothly, being dealt with my excellent staff and also, being allocated medical seats near the front exit to the plane in Standard class. However the return flight was less than satisfactory.
I arrived to the airport at Tenerife South with more than three hours before my flight was due to leave along with my husband, Shane. The check in desk for the flight was not yet open. I approached the Executive check-in to be told by a man, in British Airways uniform, on that check-in; whilst he was holding a telephone conversation that I needed to join the queue and I would not get any assistance in the airport. He then ignored me even though by that time I was very anxious and very distressed. It is very frustrating being in a wheel chair, but then to be ignored too, well I cannot really find the right words to express how I felt.
Getting no more help, I approached the Iberia desk (well my tickets were Iberia Airways) as I was extremely distressed by this point. They were unable to help me and told my husband (as I could not get into their office in my wheelchair as it was too small) to go to the British Airways office as they were dealing with this flight. They could not tell him if we had booked medical seats or where I was to check-in even. I went to the British Airways office. The staff again were on the telephone again. The conversations, though in Spanish were of a personal nature. (Yes I do speak Spanish!). They were yet again not particularly helpful, as they had to hang up, but did reassure me that after check-in I would be eligible for some help, such as it was.
When I asked about disabled check-in, I was told that they did not use one, as ‘We’ are only allocated three check-in points at Tenerife Sur, although the charter flights do have this facility. I was then ignored. Was it because I was in a wheel chair? My husband then had to handle the conversation, asking if medical seats had been allocated to me. We were assured that they had been allocated medical seats and we were in row 14D and E, “second row from the front in Economy” but we needed to go and join the queue. “ All wheel chair passenger were put into medical seats”, I was assured.
On check-in the woman, again in British Airways uniform, (no Iberia Airlines staff were to be seen), at the desk ignored me and only spoke to my husband even though I handed her the tickets and passports. We were allocated row 13D and E, and not the seats we had been told. She handed to the boarding paces to my husband and seemed to treat me like a piece of baggage as I was in a wheel chair, getting someone to put a sticker on my chair. I was not told my seat numbers until I asked. Again we were assured that these were the medical seats.
When I got on the plane I was told to walk (I use crutches for very short distances) half way down the plane to my seat. I asked if these were medical seats, only to be ignored by cabin crew, then to be told “no” at this point, I also discovered at this point that I had been also been allocated the middle seat, but this is an inappropriate seat for my condition. The on-board staff told me that it was not their problem as to where I had been seated. The cabin crewmember seemed annoyed with me questioning my seat allocation and was very abrupt. Was it because my tickets were Iberia Airlines and not British Airways I wonder? I did complain about the fact that I was in the middle of the plane, the farthest point from any toilets. I had to point out that I am now incontinent (not very nice when you are only 36 and use to be very fit) and how I felt that these seats were inappropriate for someone in my condition.
I did get on the plane before most of the other passengers so could have been moved to a more appropriate seat then, instead we had to ask twice more, before we were moved to a seat at the very back of the plane, just before take off. I was asked to walk to the back of the plane with all the passengers staring at me using my crutches again. It is very embarrassing as I drag my left leg and also by this time I had tears running down my face due to distress and pain. I was not asked if I needed help to move.
May I also point out that before I was moved a lady had been allocated the window seat F, and I had already mentioned to the staff how difficult it would have been for me to move once I was seated. She was moved immediately, making me feel that I was being discriminated against even more so!
At some point during the flight we were offered two glasses of Champagne “due to moving us”. This was nice but not very appropriated as I am on a morphine-based pain killer and not able to drink and my husband, Shane, does not drink due to ethical reasons.
I felt I had to tell you about my experience as I had made the effort at check-in regarding my special needs, but the Iberia Airline and then British Airway airline staff in Tenerife all seemed to ignore them. I am not impressed with the standard of service and I consider that I have been thoroughly let down by a company that I have used on many occasions in the past. I thought I could trust British Airways for a good standard of customer care and a service. I felt compelled to write, as I do not want another disable passenger to go though the experience that I recently have suffered. In my opinion do not use the Iberia Airline/British Airways co-shared flight to Tenerife, do not use it if you have special needs in anyway as they seem to ignore them.
I have written to the company about my experience and am now awaiting a reply.
Relpy: I heard from GB Airways eventually this week after my letter was passed on to them as they act as they operate the airline in Tenerife. Well, to put it in a nutshell, they gave me a written appology, a telephone number to use if I use this flight again, a large boquet of flowers and a hamper too. I feel my point has been listen to and hopefully actioned upon. Well, I will have to try it again at some point won't I to find out for sure?
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excellent op - sorry to hear about your experience. To be honest when i went to Gran Canaria (and friends have said the same) i found the ground staff to be rude and unhelpful, so i therefore wonder whether its just the way the spanish treat people
Pumpkin 10.08.2003 13:15
I am so glad you got such a good apology from them in the end, I hope this made up for it a bit - although of course it should never have happened. It must have been very distressing for you to be treated in this way. I hope you had a better time on your most recent trip to Tenerife - how was it? Hannah
Night_Rider 26.07.2003 13:43
As we have never even attempted to travel on a plane I didn't even know there were medical seats. Silly question but do all airlines have them so I know to ask for one if we do ever embark on a holiday abroad. Pete
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danieletheridge 18.12.2000 (28.04.2001)
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