An investigation has been launched after an elderly disabled man was left 'scared, lonely and helpless' following a 'barrage of complications' at Bristol Airport.
Gary Moore, from Fishponds, said his 81-year-old granddad James Williams, who is unable to walk more than a few steps unaided, has probably been put off flying after his ordeal on December 29.
Representatives from Bristol Airport have now apologised and say they take their 'responsibilities with customers requiring extra assistance seriously'.
Mr Williams was forced to walk up a 'steep ramp' using two canes to get to the plane because a lift was broken. He was on his own because airport staff had told his family they were unable to accompany him with the special assistance service. And although he was struggling to walk, no member of staff reportedly helped him.
However, the family's problems first began when they arrived at the airport and found there were no wheelchairs available between the short stay car park and main building.
Once inside, the family left Mr Williams on a seat to catch his breath. But then his son Richard was told without his dad coming to the airline's desk they would not print off his boarding pass.
Richard, who was flying with Mr Williams, then downloaded his ticket on his mobile phone and hoped he would be able to accompany him with the special assistance team.
Staff refused, so Richard was forced to give Mr Williams a quick lesson in how to work a smart phone to access his boarding pass. Mr Williams then had to climb up the ramp without any support.
An airport spokesperson said:“We are sorry for the adverse impression the passenger has gained of Bristol Airport after their recent visit.
"We are fully investigating the issues regarding the customer’s complaint and we have remained in direct, frequent contact with the customer’s family since the initial complaint was received.
"This investigation is ongoing with our special assistance partner and we will be in contact with the family directly once we have all the information.
"We take our responsibilities with customers requiring extra assistance seriously and hope to resolve this matter as soon as possible.”
"My father told me later that he felt lonely, scared and helpless," said Richard "Working the smart phone was difficult and he also almost missed the flight because he couldn’t hear the call for boarding.
"He was also made to walk the ramp up to the plane on his own because the lift was broken.
"It’s very lucky we left him with his two canes otherwise he would not have been able to do this. He described the ramp as getting “steeper and steeper” and was unaccompanied on this walk.
"Once we met him on the plane he was very upset and exceptionally sore from the walk.
"This was absolutely disgusting treatment for an elderly man. I am so angered that this happened to him when a couple of small changes could have solved all these problems."
Gary said the experience has really shaken his grandfather's confidence in flying.
"My grandfather was subjected to a barrage of complications and what I personally feel amounts to a neglect of disability equality by Bristol Airport," said the 29-year-old. "It's worth adding that coming across from Belfast International, all concessions were made for him to travel."
For the latest news in and around Bristol, visit and bookmark Bristol Live's homepage.
You can follow us on Twitter here and on Facebook here and here.
You can also join our traffic and travel, crime and parenting Facebook groups.
