Julian Bray Aviation Security expert writes: Firstly I should declare an interest as I am registered as disabled and have in the past used 'Special Services'.
'Staff' in this context could possibly refer to employees of a partner organisation or a 'provider' and not that of the Airport. Stansted is known for taking an arms length position when controlling matters inside and around their terminal, many functions are handled by 'providers' and not tasked directly by the airport - ie MAG Group - management.
The recent snow event cancelling flights caused a meltdown in passenger handling services, again the airport management 'pointed the finger' at providers.. The 'provider' in this case is tasked with providing the special assistance service, including escorts, wheelchairs, 'golf' buggies and possibly loading on the aircraft by use of a specialist scissor lift truck; allegedly refused to help her board a flight because she was not 'disabled'. An investigation is being carried out....
She had booked 'special assistance' for her flight but when she appeared at the gate she said staff were 'awful' to her and refused help.
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