I am so utterly sick of @HeathrowAirport ground staff 'losing' my wheelchair. Over 70 mins after landing back from Ethiopia I'm still stuck on an empty plane while they try to find it Just when is UK's premier airport going to stop treating disabled passengers this way?
The person running the twitter account might get a bollocking here, they may even be agency. Mr Gardner was flying
Ethiopian Airlines who are handled by a third party (
Menzies?). It is the handlers responsibility to get the wheelchair out of the bulk hold and up to the air-bridge in good time.
In fairness, neither of these companies are HAL. It's classic social media clusterflip, with everyone piling in. HAL's twitter is not a "spokesperson" in the traditional media sense, they tend to be young and often agency side, into managing damage to the brand. The mistake appears to be in apologising at all, they appear to have (almost) admitted being at fault for something they have no part in.