Kindly shared by K. Carr
What happened
Basically they refused a family of five with two disabled passengers onto plane even though children were at the gate and the two disabled passengers were at the top of a broken escalator and the gate staff could see us but still chose to close the gate in front of us. Totally ruined our much needed family holiday and then charged us £500 for flight the following day. There had been lots of problems at Stansted Airport that morning with trains arriving late that meant the airport was a lot busier than usual and lots of people missing flights because of long queues etc. We drove and disabled car park was closed. Buses overcrowded and no airport assistance. However despite all this we managed to get to the gate but they still closed it in front of us and wouldn’t hear our pleas. Totally disgusting behaviour. Also took longer to get cases off plane then letting us on.
What I wish had happened
They should have let us through. I could have understood if the gate was actually closed and we had been 10 minutes late but we were there. Seeing as the children were there and actually seeing us they should have helped me trying to help my husband who has MS down the broken escalator steps which was directly opposite the gate rather than laughing at us.
Where this happened
In Person - Stansted Airport
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