Airline passenger news and views

It would seem that recent cutbacks in airport services are really starting have an impact. If my aunt’s recent experience is anything to go by, easyJet's assisted service is an early casualty.

I have mentioned my aunt previously in ‘The pitfalls of disabled travel’. Aunt Joan is bright and alert but sadly, elderly and partially disabled. She likes to travel but has now had another difficult easyJet journey to Denmark.

Having used the proper procedure of telephoning ahead, her son had taken her into the entrance of Gatwick Airport whilst he went off to park the car. The allocated member of the assisted services staff failed to turn up, and my aunt was left to wait alone.

When gentleman eventually arrived with a wheelchair, he refused steadfastly to pull along her suitcase. This is something that had never been too much trouble before, so why all of a sudden had it become an issue?

As her son had now returned from the short-term car park, he pulled the suitcase whilst assisted services pushed the wheelchair which rather defeated the object of the exercise.

After the various implications of getting her through customs, now without her son, Aunt Joan was simply left alone in the departure lounge unsure what to do next. As no one came to advise or help her, she eventually managed to attract some attention and get another staff member to take her down to the gate where she was again left to her own devices.

After requesting boarding assistance, she was asked to make her way to the front. This was ridiculous as the place was teaming with people. Aunt Joan can walk but is slow and not really able to fight her way through the hustle and bustle around her.

This is so sad. If assisted services are being offered, why do they fail at the very first hurdle? Why would a ‘jobs worth’ member of staff refuse to pull a suitcase?

It may be worth mentioning that the return journey was much better. Is this just an English thing? are we incapable of providing sensible levels of service?

The whole experience has left my aunt disillusioned.  This should have been easy for easyJet. Her son took her to the airport and her daughter collected her at the other end.  All they had to do was look after her in between. 

I do recognise that this is not really easyJet's fault. They use the services of Gatwick airport staff and that is where the fault really lies. However, easyJet sold the ticket and so must shoulder the blame. 

I also appreciate that Aunt Joan is elderly and a bit fragile but she does seem to be a damn sight brighter than some of the staff who were supposed to help her.