April *, ******Complaint: Not Receiving Wheel Chair access while transitioning at Londo...

GetHuman-vumankad's customer service issue with Virgin Atlantic from April 2019

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The issue in GetHuman-vumankad's own words
April *, ******Complaint: Not Receiving Wheel Chair access while transitioning at London Heathrow Airport**Travel Date: *:** am, Mar **, ******Flight No. (Mumbai, India - London - *W ****): Jet Airways**PNR Reference No.: WIKQJE*Code No: DOCS-OK**Flight No. (London, Heathrow - Detroit *W ***W): Virgin Atlantic (Delta)**Passenger Names: *Upendra C. Mankad: *e ticket no. ***** **** ******Varsha U. Mankad: *e ticket no. ***** **** *****Boarding Pass Details: Mankad*Upendra TSA PRECHIF**We traveled by Jet Airways flight from Chhatrapati Shivaji Airport, Mumbai on March **th, **** at *:** am and reached London Heathrow airport a *:** am.***When we arrived at the London airport we were asked to walk a few steps to get to our wheelchairs. When we deplaned, the staff at the airport directed us to board a bus which was already filled to capacity. Instead of being provided wheelchairs, we were asked to board the crowded bus and had to stand holding on to bars, hanging on desperately for support in a fast-moving bus that took us to another terminal. I, (Upendra C. Mankad) am ** years old and and my wife, Mrs. Varsha U. Mankad is a metastatic breast cancer patient who is on chemotherapy. Traveling on a crowded, fast moving bus while trying to hang on to bars above for support as the bus took fast twists and turns was particularly challenging and scary for both of us. The jerks, twists and turns that we experienced while barely holding on and traveling on the fast moving bus could have caused a fall for either of us and could have led to serious injury.**Finally, we were brought to one common terminal. There was no sign of the wheelchairs we had requested yet instead we were asked to stand in line for going to the different terminals (*, * and *) by buses. When we reached terminal * we had to go through security check and then to collect our new boarding passes. We informed the airport authority representative that we were still waiting on wheelchairs. She promised that she had arranged for our wheelchairs which would be arriving in ** minutes. **After waiting for some time an attendant came with just one wheelchair. There were four passengers that had requested wheelchairs (this was clearly indicated on our boarding passes) but the attendant asked one of us to get on it and the other person to walk beside it to get to gate **. The attendant told us that if we did not follow his advice we may miss our flight. After having landed at London Heathrow airport a couple of hours earlier, we had not even had a chance to use the restroom yet.**We reached gate ** and explained to the staff that we needed to use the restroom and were told that the facilities were near gate **. Since it was close to boarding time one of the staff members arranged for us to board early so that we could use the restroom. She sympathized with our situation and apologized on behalf of the airlines (both Jet Airways and Virgin Atlantic).*While traveling through the airport we had noticed that there were several locations where a number of wheelchairs and attendants were available to help passengers get to different terminals. We strongly feel that there needs to be proper management and administration of providing wheelchairs to passengers particularly for the elderly, sick and disabled, especially when such a request has been made at the time of purchasing the tickets. **We are deeply disappointed with this experience and tremendously concerned about future travel plans. This trip caused us a great deal of anxiety and exhaustion due to the travel conditions and unavailability of proper transport at the transition airport. My age and my wife’s illness make it difficult for us to move quickly, stand or walk for extended periods of time. Given the situation we need to be able to count wheelchair access when it has been requested in a timely manner. **Best regards,**Upendra C. Mankad

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Virgin Atlantic

Customer service issue
Reported by GetHuman-vumankad
Apr 9th, 2019 - 2 years ago
Fixed
Seen by 8 customers so far
Similar issue to 865 others
0 customers following this
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Timeline

GetHuman-vumankad started working on this issue
Apr 9th, 2019 1:50am
GetHuman-vumankad indicated the issue is not fixed yet.
Apr 12th, 2019 2:48am
GetHuman-vumankad indicated the issue is not fixed yet.
Apr 12th, 2019 2:51am
GetHuman-vumankad indicated the issue is not fixed yet.
Apr 12th, 2019 2:51am

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