Gatwick Airport has apologised to a disabled customer who was forced to wait for almost an hour and a half after landing.
Despite informing officials that she would be going, Victoria Brignell, who is paralysed from the neck down, was photographed seated alone on an empty plane at the London airport.
Gatwick Airport apologised for Ms Brignell’s treatment, calling it “unacceptable.”
According to a representative, the event has “escalated” and is being examined “immediately.”
Ms Brignell told the BBC: “I hired the support three months in advance, I reminded them two weeks ago, and I still didn’t get the service I expected.”
Wilson James, the service provider, expressed his disappointment, saying, “We are really sad to have offered a substandard service on this occasion.” While the aviation industry faces well-documented challenges, Ms. Brignell’s experience is unacceptable and falls far short of our beliefs and goals as a service provider; the Wilson James team expresses its deepest apologies to her.
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Wilson James and the airport are reviewing the issue as a matter of priority, and we will be reaching out to her personally to express our regrets.
Former Paralympian Baroness Tanni Grey-Thompson was among those who condemned the incident, writing to Transport Secretary Grant Shapps that this was the “reality of being a disabled person.”
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