Heathrow staff just do not learn! They have zero understanding of the customer (sorry, 20th century word) whether the Pax are of any age or any ability. They have shown their speciality for handling the disabled and are now seeking to expand their talents. This is a management problem and at the highest levels. They are failing to pay, recruit and train staff correctly.
Once again, it is amazing that the people who run EGLL have not yet heard about social media, smartphones and how they function. Fortunately! So their mistakes can be broadcast as nothing else gets their attention.