On a recent business trip to Beijing, wheelchair user Andy Staermose found staff less than accommodating along the way. Here he writes about his experience.
I have recently been to China and had the misfortune to travel with Air France via Charles de Gaulle airport in Paris.
On check-in at Heathrow I was informed by a trainee desk clerk that Air France require 90 minutes for a wheelchair transfer at Charles de Gaulle. My travel agent, Expedia, had left me only 45 minutes to make a connection despite knowing that I was a chair user. At this point the desk staff were unwilling to even let me check in or board. I eventually persuaded the Air France staff to let me on the plane after insisting that I could make the connection in Paris. I was then asked to pay excess luggage of £40 for my wheelchair.
On arrival in Charles de Gaulle I was misdirected by Air France staff, could not find the transfer bus, and ended up stumbling and crawling through Charles de Gaulle to make my connection without the benefit of trolleys or wheelchairs - both of which seemed to be absent from the airport.
Then, an hour after arriving in Beijing, I was informed that Air France had lost my luggage, which contained my medicines. This was potentially life threatening, but because of previous experiences I kept a one-day supply in my hand luggage. My luggage was eventually brought to my hotel, but too late for my first meeting, which meant I had to wear the clothes I had travelled in. (At the airport I was offered €100 for clothes - enough for a shirt but not a suit, so I declined.)
When I returned to London the flight arrived one hour late, and because Air France had failed to list me as disabled I was left waiting a further 20-30 minutes while staff found a chair for me. The porters at Heathrow, illegally I believe, demanded a tip for pushing my wheelchair. This has happened on several occasions.
I complained to Air France customer services in both Beijing and London but have as yet had no answer. This was a little over a month ago. I have raised the matter with Expedia and copied them in on my emails to Air France, but I'm still waiting for a response.
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