Overview

As a powered wheelchair user my experience of all methods of transport hasn't always been good. When my journey is excellent I publicise it using social media to encourage other disabled people to overcome their anxiety and give it a go. Last year my wife and had did experience poor service at Gatwick and subsequently learnt a lot about how an airport operates and the various organisations that are responsible for a smooth transitionmthrough the airport. The baggage handlers have been changed to DHL, who brought in 2 heavy lift machines for powered wheelchairs, removing the need for manual handling of heavy wheelchairs. The assistance providers have also been changed. As always disabled people are offloaded last which is understandable. The ambulift and staff were ready as soon as the other passengers exited the plane, my powered wheelchair was waiting for me on the tarmac and we were in baggage reclaim when the other passengers were collecting their luggage. All in all it was a slick and professional service. Finally Thames link to St Pancras / Kings Cross is both fast and easy for wheelchair users.

Transport & Parking

I used Thames link then the shuttle. It could not be easier. As a ramp is required at St Pancras only I do book assistance.

Access

If all platforms include a raised section of the platform so wheelchair users can board and leave the train independently that would make St Pancras / Kings Cross Perfect as well.

Toilets

Good. Attended toilets at the stations. Plenty of clean disabled loos at Gatwick.

Staff

Friendly, polite and very helpful. Many some training on the aspects of all powered wheelchairs that need their attention would be good. My wife had responsibilities for me, our luggage and 3 grandchildren so overseeing the reconnection of the motors, replacing the powered leg raisers, reconnecting the powered lead to the controller and replacing the headrest could be done by the assistance staff. We now take legs and headrest onto the plane in hand luggage to avoid damage.

Anything else you wish to tell us?

A huge improvement this year on the same journey through Gatwick last year. For us their are closer airports but letting the train take the strain, then meeting with family prior to the flight and knowing of the improved service at Gatwick makes the journey to Gatwick worthwhile.