Overview

Pre-booked assistance for arrival wasn’t there. Used a wall phone and after 30 min wait one wheelchair turned up - we were two people needing support. One of us limped alongside the wheelchair into a lift up to a golf buggy where 5 people already waiting to get onto a 4-seated buggy. No seating. Had to wait for another buggy which then dumped everyone in a central holding area. No information. No toilets. Had to wait for different people to push us in wheelchairs to passport control / baggage reclaim. Waited for AN HOUR AND A HALF! At baggage reclaim, no one to push baggage trolley so had to be taken one at a time (one agent with wheelchair, one with baggage trolley / then repeat) out to coach desk. My pleas ref my husband not being able to be left alone due to his dementia were ignored. Waited another hour at coach desk for assistance to coach station. Only one turned up and he asked my husband “can you walk” (with no information about distance) so husband ended up pushing the baggage trolley HALF A MILE through crowded, noisy tunnels. Again, my pleas to keep my husband close / in front of us were ignored. Access from seating area to coach awful - narrow crowded pavement, no ramps. Ended up being pushed in the road / across coach bays. Staff uncommunicative throughout. No one told us what was going on or what going to happen next. It took us nearly THREE HOURS to get from plane to coach.

Transport & Parking

0.5

Access

0.5

Toilets

0

Staff

1