Just had this from them
name is Roberto Castiglioni. I am the founder and editor-in-chief of Reduced Mobility Rights. On Monday, my support team forwarded your complaint to my attention.
I understand Mrs Jayne Sharp will contact you later today. Jayne is deputy head of passenger support services at London Heathrow. Last night I entertained correspondence with her boss, Mr Mark Hicks, about your complaint. Earlier today I shared my comments on their report, and understand the airport is taking action to rectify the causes that led to your unpleasant experience.
Clearly, your complaint highlights areas where services for passengers with reduced mobility have room for improvement. I am satisfied with the information received as to the list of actions the airport will undertake to make sure these problems will not happen again in the future. I will personally monitor that this is the case, and will make use of one of my “mystery shoppers” in the near future to test services.
I have also taken the liberty to approach the head of Diversity at British Airways for what concerns the portion of your complaint related to the airline’s performance. This is being looked into, and I shall revert back to you as soon as we get the relevant feedback from the airline.
I would like to once again thank you for contacting Reduced Mobility Rights, and sharing your experience with us. Readers and passengers’ feedback are of paramount importance for my organization as they enable us to spot problems and work with airports and airlines to implement solutions which are aimed to deliver dignified access to air travel for passengers with special needs.
With very best wishes,
Roberto Castiglioni
