Blind and Visually Impaired Community
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Heathrow treated my like a subhuman because of my white cane (self.Blind)
submitted 7y ago by matt_may
I'm visually impaired and use a white cane. In the last 90 days I've traveled through seven airports in three countries. I've never asked for assistance and haven't had any problems. Last week I was traveling to France with a connecting flight at London's Heathrow airport.
While in the air, the British Airways flight crew called ahead to let the airport know I needed assistance at Heathrow. Assistance I never requested. When I got off the plane I was put on a cart and driven to a holding room. The attendant took my plane ticket from me and had me sit down. I asked if I could leave and was told to wait until my flight was assigned a gate. At which point, I would be accompanied to my plane.
This is how, for the first time in my life, I became a ward of the state. The holding room had comfortable chairs and a nice bathroom. Not a bad jail as jails go. But I had wanted to shop in the sky mall and get a coffee. Like I do in every other airport I've ever been to in my adult life. Eventually, a family member texted to say they were on the ground and I told them to come get me. It was so humiliating to have them see me being treated like a child and have to save me from, apparently, myself.
A week later, on my return flight, I got into several arguments with Heathrow staff about not needing assistance. This worked until security where a guard told me that what I was asking for, self-determination while disabled, just wasn't done. I was disabled, I would be helped. I did convince him not to send me to handicap jail. Instead, a minder followed me around while I shopped, like I was a child or a political dissident. I even made him wait for me while I drank a pint.
There are times when I need assistance. When that happens, I ask for it. To assume that I *need* assistance is insulting. Heathrow was so intent on helping me it never bothered to ask if I needed help. And in helping me they tied up personnel who could have helped others who did need it.
In my future trips to Europe, I will try to avoid Heathrow and British Airlines whenever possible.
While in the air, the British Airways flight crew called ahead to let the airport know I needed assistance at Heathrow. Assistance I never requested. When I got off the plane I was put on a cart and driven to a holding room. The attendant took my plane ticket from me and had me sit down. I asked if I could leave and was told to wait until my flight was assigned a gate. At which point, I would be accompanied to my plane.
This is how, for the first time in my life, I became a ward of the state. The holding room had comfortable chairs and a nice bathroom. Not a bad jail as jails go. But I had wanted to shop in the sky mall and get a coffee. Like I do in every other airport I've ever been to in my adult life. Eventually, a family member texted to say they were on the ground and I told them to come get me. It was so humiliating to have them see me being treated like a child and have to save me from, apparently, myself.
A week later, on my return flight, I got into several arguments with Heathrow staff about not needing assistance. This worked until security where a guard told me that what I was asking for, self-determination while disabled, just wasn't done. I was disabled, I would be helped. I did convince him not to send me to handicap jail. Instead, a minder followed me around while I shopped, like I was a child or a political dissident. I even made him wait for me while I drank a pint.
There are times when I need assistance. When that happens, I ask for it. To assume that I *need* assistance is insulting. Heathrow was so intent on helping me it never bothered to ask if I needed help. And in helping me they tied up personnel who could have helped others who did need it.
In my future trips to Europe, I will try to avoid Heathrow and British Airlines whenever possible.
geoffisblind 6 points
I'm so sorry, that sounds absolutely terrible. I can't believe they thought they could exercise some kind of self appointed authority over you. I would be sure to call the airline and airport customer support and express how you feel about this, it's completely messed up.
I've only flown once since I started using a cane and had one minor issue. The airline was either Alaska Airlines or American Airlines (we flew both over the course of that trip) and I was flying back to my home city with a member of my family. I didn't request assistance because I was with someone who is sighted and I was in my home airport. I guess the flight crew still called ahead and someone was there to meet me. They were waiting in the bridge right outside the entrance to the aircraft... *with a wheelchair.* She basically told me she was there to escort me to the exit and told me to get in. I told her thanks but that I didn't need assistance and kept walking, the whole interaction lasted less than 3 seconds and she didn't follow me. I don't know why they thought I needed a wheelchair but I didn't stick around long enough to find out.
Like you I appreciate help when it's needed but I prefer to request it before it is just given to me. Again I'm really sorry you had to deal with that, their behavior was completely unacceptable.
I've only flown once since I started using a cane and had one minor issue. The airline was either Alaska Airlines or American Airlines (we flew both over the course of that trip) and I was flying back to my home city with a member of my family. I didn't request assistance because I was with someone who is sighted and I was in my home airport. I guess the flight crew still called ahead and someone was there to meet me. They were waiting in the bridge right outside the entrance to the aircraft... *with a wheelchair.* She basically told me she was there to escort me to the exit and told me to get in. I told her thanks but that I didn't need assistance and kept walking, the whole interaction lasted less than 3 seconds and she didn't follow me. I don't know why they thought I needed a wheelchair but I didn't stick around long enough to find out.
Like you I appreciate help when it's needed but I prefer to request it before it is just given to me. Again I'm really sorry you had to deal with that, their behavior was completely unacceptable.
rumster 2 points
They are ordered to bring a wheelchair even if one is not needed. They have no option. The whole thing is stupid. I will follow up more on this tomorrow. Little sleepy
geoffisblind 1 points
Ah, good to know.
matt_may [OP] 1 points
So update that the company that runs Heathrow called me yesterday. They apologized. They said it was not their policy that blind patrons have to be escorted through the terminal. As soon as I told them I wanted to go ahead on my own they should have let me. Their policy was drafted with the help of UK blind organizations and specifically allows for self-determination. He said it was a training issue that he'd address with the staff.
I think the staff were afraid of letting me go through by myself because of several PR stories that have come out over the past couple of years. Their managers expect blind people to be escorted, regardless of the policy. That's my take on what happened. And while it will continue to happen.
I did get a press inquiry about doing a story on this. I haven't replied, not sure if it's a good think or not.
I think the staff were afraid of letting me go through by myself because of several PR stories that have come out over the past couple of years. Their managers expect blind people to be escorted, regardless of the policy. That's my take on what happened. And while it will continue to happen.
I did get a press inquiry about doing a story on this. I haven't replied, not sure if it's a good think or not.
cd9045 2 points
I'm glad to hear that it's not their policy to treat all blind patrons this way, I just hope the staff you interacted with learnt something that day, so it doesn't happen again.
You'd be completely within your rights to allow the press to write about this, as long as it's purpose is to improve the service at the airport and not just to blow it up / berate it, like I can imagine some news outlets doing.
You'd be completely within your rights to allow the press to write about this, as long as it's purpose is to improve the service at the airport and not just to blow it up / berate it, like I can imagine some news outlets doing.
matt_may [OP] 2 points
Thanks. That's been my experience as well. When people have been there to help, I say no thanks and off everyone goes.
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