British Airways | Travelling with Disability & Mobility Assistance

Working together with Queen Elizabeth’s Foundation for Disabled People (QEF), we’re on a journey to improve the experience for people travelling with additional assistance requirements.

From preparing for travel to feeling more confident when flying, watch our video to learn more about the support that is available.

#BritishAirways #Accessibility

[blackcitroenlove]

Had the absolute best experience this past weekend. I was in a car accident and then ended up with peripheral neuropathy due to COVID, so a double whammy. It can be exhausting just to get through security, let alone the long walk to the gate. I couldn't be happier with the help they gave me.

[dospalmascb]

Interesting video, but not quite the experience we had at T5 last month. Everything was great until we had to use the lift /bus and the aircraft was out miles away from the terminal, our family was split up and sent on different vehicles. When we arrived at the aircraft boarding had already begun and it was a shambles trying to board infirm and disabled people, then when we arrived at out destination it took an absolute age for my partner’s wheelchair to be delivered to the aircraft door, so long in fact that we were made to wait in a jet bridge and the crew had long gone by the time the chair reappeared. Having said that, the return however was fantastic. Tel Aviv BA ground crew were outstanding, super helpful, ensured we boarded first, but we could have opted for last. They also made sure the chair was stored onboard rather than in the hood, making disembarkation a piece of cake. Overall, you guys do a fantastic job and not always in the easiest of circumstances. Looking forward to our next trip with BA. 😊

[oliverlim]

Agree with @Boaz_Yitzchaq. Sometimes, especially during peak seasons and peak times, Heathrow can be understaffed. Waited with my Grandmother, who is wheelchair-bound, for a staff member to bring us to the gate for about 2 hours. It reached nearly 20 minutes to departure with no buggy to take us to the gate and ended up having to push my grandmother and lug all of our suitcases to the gate. Mind you, the walk is about 15 minutes long. I can’t imagine what would’ve happened if I weren’t there to help my grandmother.

[lilyd]

I didn't have the best experience with heathrow sadly. The assistance person shoved me with this other lady in a wheelchair and basically ignored me. the check in experience was great however!

Stansted airport was much better to my surprise. They literally took me round a completely different path and it was super easy and fuss free.

[leberinth]

Such a shame none of your staff know of nurodiversity when transfering domestic at LHR to long haul destinations. Not one person understood staff on phone, staff at check in Scotland, transfers LHR or arrival/transfer at DFW.

All because you cancelled all Edinburgh to Gatwick flights for covid and never brought them back then changing my orginal flight out of DFW meaning that running was the only option after spending half my time in immigration lines. next time i will request a wheelchair for tight connections as you offer no help what so ever.

[scandivanman]

Corperate ’feel good” propaganda, was at Heathrow special assistance yesterday. Total disorganized chaos, lack of wheelchairs and staff, sent back and forth across the terminal. When our flight was cancelled, No information, No person from the airline, just some pool SAP who had to take all the flack from passengers with No real information from Management. No way a eldery or person Travelling Alone could have reasonable coped with the stress levels, No real assistance provided, Chaotic and stressful. Choose a skaller/better AirPort like Stansted next time.

[traceymagee]

T5 were great going out, however on my return I was dumped off on the departure’s level ramp instead of arrivals meaning my cab couldn’t find me, not good at nearly midnight, and unable to walk to where cabs were waiting to pick people up surely someone should have stayed with me until I got my cab

[mariomota]

Please get rid off slings when lifting up passengers on wheelchair. Had two bad experiences last year resulting injury. Staff are not trained properly.
Go back to old ways when two assistants were required to do the job without a sling. Now it requires four!!! By the way, changes should be made to the business class seats on long flights as their design does not offer/facilitate secure disabled transfer. It is hazardous for both passenger and assistants.

[michelledunnill]

Travelling with my severely disabled daughter in June London to Orlando and I'm terrified. Mixed reviews. Can someone tell me if you can pick front row seats ? I also seen something about supported seats. She's unable to stand or has no head control. I'm. scared she's going to be uncomfortable in the chair for 10hours without being able to change her position. I have tried to cancel our holiday with the company we have booked threw but there's a large cancellation fee. Something please let me know if there's seats that can slightly recline or have plenty leg space 🙏 Thank you.

[carolineatblakes]

Heathrow is without doubt the worst airport for wheelchair users. We often have to make our own way through security because in T5 at check in we’re always told of really long wait on hard seat for assistance. Last time we travelled we had a real issue getting anyone to come and get us from the lounge. They then rush you to the plane and when your elderly its difficult running after my sister in her wheelchair. On return they kept us waiting in a cold corridor for half an hour then refused to take me in the buggy. My sister needs constant help and when I’m not with her she gets severe anxiety. No one helped with baggage. All very stressful if I could pay for a service I would but the cost for meet and greet at Heathrow is astronomical . I have just booked a service in Dubai and it’s £39 which is affordable when I checked with my agent for Heathrow he said it was over £1000 really!!

[anuradhadatta]

What about transit passengers, who arrives and departs from another terminal or gate.how will they contact assistance. Please reply.

[valedwards]

Not always a good experience, as a wheelchair user BA disability assistance is not as good as this video depicts.

[annallfabeet]

At your website I only can register for help. I have to take a rollator with me, but I don't need help otherwise - what should I do ?

[danielherman]

Are you a person with a disability or reduced mobility who has traveled by air recently? Or perhaps a caregiver or family member assisting someone with special needs during air travel? Your experiences and insights are valuable!
I'm conducting research on how airlines accommodate and assist disabled and reduced mobility passengers throughout the travel process - from booking, check-in, boarding, in-flight, and deplaning. By sharing your stories, challenges faced, and suggestions, you can help raise awareness and drive improvements in airline policies and practices.
Whether your experience was positive or negative, your perspective matters. I'm looking for volunteers to participate in a short survey and/or interview to understand the real-life situations faced by those with disabilities or mobility limitations when flying.
Your input will remain anonymous and will contribute to creating a more accessible and inclusive air travel experience for all. If you're interested in being part of this important research, please leave a comment below or send me a private message. Your voice can make a difference!

[EugeniaLucy]

The worst airline I have ever dealt with. British Airways lost a dog for over 60 hours, claimed “proper care” was provided, and offered points. Not only are they unethical, but British Airways makes unauthorized charges on customer cards. They claim to help families with disabilities but that is false. They do not care about their customers with disabilities nor their family members. Look at their Yelp page if you want to see honest reviews. Their customer service is rude and disrespectful. 0/10

[BuddySacksreviewsmusicals]

British airways I better have good assistance when I fly in a few weeeks

[PkS]

Are you people giving wheelchair to all customers ?? How is it possible you having 3000 PRM request in 3 hours are you having 3000 wheelchair Pushers or half 1500 pushers please can you answer how you handling such a huge Wheelchair request in your airport