Travel Agents: How Helpful Are They For Disabled Customers? – I don’t know why I am still surprised to encounter such situations as this one. We are in the 21st Century, right? I wonder if it’s because I believe with all the technology and free information that is around, I expect companies etc. to have NO excuse whatsoever NOT to be disability informed and compliant!!!
My Enquiry
My experience with travel agent Tui when booking a trip to Vegas was the pits. It was challenging and stressful to get any information from them. I fail to understand why England is seemingly so inadequate in providing accessibility for disabled people. Other countries manage it with seemingly no problem at all.
I was off to Vegas to go to a concert, so I needed to book a hotel and flight. This was my first trip abroad in many years and as a wheelchair user, so I was very nervous. We (hubby and I) went to Tui to get some info and prices. I really wished I hadn’t bothered wasting my time!!
We were seen by this young man who obviously didn’t have a clue as to what he was doing and presumably had never helped a disabled person book a holiday! I explained how I was a full-time wheelchair user and provided all the necessary info about dates, where we would like to stay, etc. I also explained that I would need some questions answered before confirming any booking. Not a problem, he said, looking very worried!
He searched their system and brought up some deals for us. We liked the look of one of them, so we asked before proceeding if we could now go through some of our questions. I had 11 in total, and they consisted of the following:
My Questions
- Airport Parking – I wanted to know how close the disabled parking was to the terminal, as hubby can’t walk too far.
- Airport assistance – What did this include
- Can I keep my wheelchair up to the plane door? I don’t like the idea of being in another wheelchair that is unsuitable for several hours.
- How to arrange for my chair to be brought to me once we arrive at Vegas
- How much hand luggage can I take – Including loose parts of my chair, footrest etc
- Wheelchair insurance – Would any holiday insurance include cover for my wheelchair
- Wheelchair hire in Vegas – If I decide not to take my chair, can I hire one in Vegas? What type is on offer?
- Will the plane have a chair to take me to the toilet
- Can I find measurements of the toilet or see one before flying
- Are Visas required, if so how/where to apply?
- Can I take wheelchair tools as hand luggage?
Obviously, I knew he probably wouldn’t be able to answer some of these. But hopefully point in the right direction to get them answered elswhere.
Problem After Problem
I knew a couple may not be answered but most of them should be (who was I kidding?). When I showed him my list. The blood seemed to just drain from his face. He told me he would need to contact their accessibility department to get the information I requested. Sure, no problem I said. When he came off the phone literally a few minutes later. He told us that they couldn’t help him and he needed to contact somewhere else. Ok, I said.
Once again, he could not get the information I required, explaining that the department couldn’t help. He then explained that the flight was being operated by a third party and that we would have to contact them ourselves. He went on about how two airlines were offering seats on the same flight. Therefore, the other departments were unable to get the information we wanted.
So, because two third parties were selling seats. Tui’s own accessibility departments couldn’t or wouldn’t supply any information regarding my questions? Maybe I’m being dumb here, but how does the fact two parties selling seats on a particular flight make it impossible for their accessibility department to give information regarding airport parking, airport assistance, wheelchair hire in Vegas, etc. etc? It truly baffles me.
Giving Up
At this point, we had been in the travel agent for over 40 minutes. I’d had enough, and I knew we wouldn’t get the info we needed, so we left and went for a coffee. After chatting it over, we decided to go back and see if there was anybody else we could speak to. As soon as we entered through the door, the same young man jumped up and beckoned us over. Oh boy, back to square one.
We explained we weren’t happy and couldn’t believe it was this difficult to source the info we needed. I wasn’t prepared to book anything until I was confident in how I would board on/off the plane, how my wheelchair would be looked after, etc. Why is this sort of information not readily available to everyone/anyone needing it? He couldn’t or wouldn’t answer.
We asked if anyone else could help us, he then went to his manager, he went over and talked with her. They had no intentions of coming over to us to involve us in any way. Hubby got up and went over to join the conversation, I also went over. Again, she explained about third-party airlines, etc. But now we were being told as it was the weekend, nowhere was open? Hang on, didn’t the gentleman we had been dealing with not already (supposedly) spoken to two different departments? But now everywhere is closed!! This started to sound like a fob off to me!!
She asked if we could leave things with her, and she said she would try to get the info and get back to us around Wednesday of next week. We agree and left immediately. I had no intentions of dealing any further with Tui over this booking or non-booking!!
Solution
The following day (Sunday) I looked online and found a hotel and flight deal directly with British Airways and it was almost £200 cheaper than what Tui was asking…….Result. So I contacted BA directly. Guess what? In the amount of time I had spent with Tui, I had my booking to Vegas, my questions answered AND confirmation of my accessible room in the hotel. Airport assistance for both hubby and me is also booked and confirmed!
Why had I not thought of booking directly beforehand?? So, at least now I’m confident in what I have and assistance, and I’m happy I can take my own wheelchair. There is, however, one last bit of info I still have to answer. Will I be able to use the toilet while on the plane? Kinda buggered if I can’t haha, it’s an 11-hour flight.
