Awful experience with assistance staff at Gatwick

[Leec]

Recently returned to Gatwick and the airport assistance staff member was awful. Told me I had to walk when I struggle. I use my own wheelchair for this reason.
He said you obviously can walk so walk to the top of the tunnel and I'll sort people that need it first.
Fuming and heartbroken I returned to the plane in tears.

Just wondered if anyone else has had a similar uncaring experience?

[Bee happy]

That is disgusting,you need to complain. You must be feeling awful. Sorry this has happened to you. Don't let them get away with it and treat someone else like it 😡

[Leec]

Thank you. The staff onboard the Thomson plane were very good and apologetic but I was in such a state. I didn't want the man anywhere near me! They told me there were no other workers available.
So I was stuck with this guy who wouldn't let any of my family members with me telling me how busy they are, lack of wheelchairs, they should of brought my own up from hold and then there wouldn't be this problem.
He then told me to get on the electric buggy 'didn't put the wheelchair brake on!' I was a wreck. He walked off and went in a lift and disappeared. My hubby found me in a corridor and ran and fetched a wheelchair that was nearby, loaded me on it and whizzed through the airport. Couldn't wait to leave!
THe only thing that made us laugh was my ds said 'mum I'd of liked to of seen that misters face when he got back and you'd disappeared!'
Honestly worst experience in an airport ever!

[Ciano]

Thats awful Lee shame on him...karma is a b***h !

[keith1973]

You really should complain that is shocking treatment.

[Leec]

I'm going to complain to Thomson and Gatwick. I really feel that they need to take some responsibility also. I booked my holiday and assistance through them.
I also told the staff I didn't want the man to take me and i understand there may not of been any one else. But surely someone could of lead me and my hubby through to security?
Anyway I will keep everyone updated. I know a few other people requiring assistance were bein upset that day also.

[Trouble3]

Unfortunately I've been in your position. Not a good way to end a holiday.

I've had some lovely people take me to the plane, but quite a few have been less than nice when picking up from the plane. In general I find they get annoyed that there are more waiting for assistance than they have been told about... that happens sooooo often. They also only allow one person to pick up per plane most times, which means that person ferrying from the plane to the buggy several times.

Gatwick could be better for assistance, but I've had way worse elsewhere.

[Leec]

I'm sorry you've had to deal with this also. My heart goes out to you.
Becky x

Originally Posted by Trouble3

Unfortunately I've been in your position. Not a good way to end a holiday.

I've had some lovely people take me to the plane, but quite a few have been less than nice when picking up from the plane. In general I find they get annoyed that there are more waiting for assistance than they have been told about... that happens sooooo often. They also only allow one person to pick up per plane most times, which means that person ferrying from the plane to the buggy several times.

Gatwick could be better for assistance, but I've had way worse elsewhere.

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[Cindy2015]

I'm so sorry to hear you had such a terrible experience. We had a very mixed experience ourselves for different reasons (my son is autistic) and will be sending a few emails to express our disappointment in some cases and our thanks in others. I agree you should complain, I know I don't like to complain but these services are vital for those who need assistance and feedback is essential to ensure improvements can be made.

Hope you're feeling better now.

Steeling myself now for the return trip on Thursday.
Xx

[Guest]

You should make an official complaint. The member of staff is there to do a job not make assumptions about people's mobility. You asked for special assistance because you needed it. It's not for him to make comment. If he's not happy in his job he should get another one. If you know his name use it in the complaint. If you don't complain then things will never improve!

Write rather than email to:

Customer Services
6th floor, Destinations Place
South Terminal
Gatwick Airport
West Sussex RH6 0NP

You can find more details here:

gatwickairport/contac...ack-procedure/

Yet another example of appalling British Customer Service.