Overview

I wore my invisible disabilities lanyard (a scheme which Heathrow airport runs to help airport staff identify an invisibly disabled person without that person having to disclose) and previously the BA flight staff acknowledged and conversed with me about the scheme. Therefore, I assumed they were aware/or had training about the scheme. On a recent flight, I asked an attendant to help me put my hand luggage in the holdall. My joints can dislocate easily and I was in severe pain that day and would have found it difficult to manoeuvre the bag. I did state that the bag was slightly heavy just so she was aware. In a rude tone the lady said 'are you going to help me then'. She then went onto state that she couldn't lift my bag due to the company's insurance policies and if she hurt her back she would be out of work and not paid. This is completely understandable and I can understand that if she needed help with this due to those reasons. However, the tone of her voice and the way she said it made me feel quite uncomfortable. I did explain to her that I had an invisible disability and that I only asked for help because I was struggling that day with my pain. I think what frustrated me the most was that 10 minutes later, a person entered the aircraft in a first class seat. The flight attendant's manager asked her to put this persons hand luggage (same size) overhead for the passenger. The flight attendant did not ask the passenger to help with the bag due to insurance reasons. Lastly, I think what upset me more is that at the end of the flight while I was waiting for the ambilift all of the flight attendants left the aircraft and no-one was around to help me lift out my bag from overhead. My coat was also overhead but too far to reach. As I tried to reach my shoulder joint started to dislocate. I had to climb on the seat and get both down which was extremely unpleasant and painful. I am very disappointed with this service.

Transport & Parking

Access

Toilets

Staff

The staff were not very helpful and did not make this visit a good experience.