Bournemouth Airport
Reviews and Complaints

Me and my recently disabled partner recently flew to Ibiza . We were assisted by a lovely lady towards security. My partner got out of the wheelchair and eqlked towards the security scanners to be shouted at abruptly by the lady standing the other side " walk normally"

My partner has just sustained multiple injuries, including a broken back fixed with titanium , a broken foot also fixated and has spinal cord damage . Imagine being told by some one as you have just learnt to walk again to " walk normally"

Not very sensitive and extremely upsetting for him. Appalled that someone would such a thing to some one clearly struggling.

A passenger was found to have a brass knuckle duster concealed in a shoe within his carry on luggage.

The knuckle duster was taken from him and but he was allowed to continue his journey on Ryanair flight from Bournemouth to Malaga on 17th August FR5944. Why was he not detained and allowed to board the plane. The Law Guidance clearly states “that with a martial arts licence it is possible to own nunchucks as long as they are not used outside of a private setting. Are brass knuckles legal in the UK? Under recent changes to UK law, it is illegal not only to carry brass knuckles, also known as knuckle dusters, publicly but to own them at all.”

A little girl had her open juice box taken from her. Where is the logic?

We travelled to Krakow from Bournemouth with Ryanair on 17th June.

Whilst going through security we were asked to open one of our bags. We were taking some cheese to our brother in Poland.

We had just seen a lady walk through with a pair of scissors visible and I politely asked why that was allowed. Immediately the Security guy started acting aggressively. He did not answer and started ripping the packaging of the cheeses. I asked if that was necessary and he then responded by telling me that I had 30 seconds to speak and then he would call the police.

The security team rightly ask to be treated with dignity. That also extends to he passengers which he clearly failed to do.

I asked for his name and number but he failed to provide them, just becoming more aggressive.

I looked at there his name badge should be, but it just said "Guest". No picture. No name. That is alarming in itself! I took a photo to identify him and you will see no ID on him.

His rudeness and aggression completely ruined the start of our holiday and upset me and my wife greatly. We are both retirement age and were astonished by this lack of decency and respect.

To whom it may concern

Regarding flight FR3948. Bmth/Alc. 13/6/23

I’m am writing this to both yourselves and ryanair, as I’m not entirely sure with whom this complaint needs to be aimed at. My suspicions are the fault lies with Bournemouth airport and not with Ryanair, however Airport staff laid the blame at the airlines door saying that the airline had overbooked assistance for disabled passengers.

My sister Miss L Dougall booked a holiday to my home in Spain where I am resident. She filled in appropriate assistance document on line and received confirmation reference number etc. luckily it so happened I was travelling on same flight otherwise this could be a very different story. I have to mention here that my sister is very physically disabled and CANNOT WALK. She checked in at the assistance desk where her name was in the list. She proceeded thro on her disability scooter where she met up with me. About half hour later a member of staff approached us to say that she was sorry but they could only assist my sister to the gate and not into the plane And that this problem was due to Ryanair over booking disabled passengers, we explained she was booked in with deference number and that she could not get into plane without assistance. I told the member of staff that it was not our problem and I suggested they fixed the problem as my sister was not missing out on a holiday because of someone’s cock up. A manager then approached us explained double booking situation again and i said well I will have to get her up the ramp in a wheelchair myself, and I would get her to her seat even if she had to crawl there. She had booked a seat at the back of the plane as we know disabled passengers are boarded from rear of the plane. To be fair the manager actually helped me to push my sister up the ramp and get her to her seat. So I thank her for her help. I have to mention here there were 3 other disabled passenger with elderly partners who also had to push their relatives up the ramp. One an elderly gentleman with a pacemaker and his disabled wife. It was absolutely disgusting and degrading for all involved.

I will mention however when we arrived in Alicante the assistance staff were absolutely amazing. My sister was taken from her seat on an isle wheelchair to a box lift where her scooter was waiting for her. The member of staff assigned to her stayed with her and pulled her case for her until she reached me after passport control. So I have to praise Alicante assistance staff, they were amazing and nothing to much trouble. Thank you again. There were a total of 9 disabled passengers requiring assistance on the box lift that got them from the plane in Alicante and a member of staff assigned to each individual.

My feeling is this was a Bournemouth airport problem as it was only a problem getting onto the plane.

Please would you look into this as I would hate for this to happen to anyone else. I am just grateful I happened to be in the flight too. However my sister is travelling alone on return journey. Assistance all booked, ref number etc. I have no worries about assistance at Alicante but dread to think what will happen when she arrives back at Bournemouth.

I would appreciate a reply with your thoughts.

Many thanks

Sue Cox

On may the 4th we had an early flight to menorca through tui. Myself, my wife and our 4 year old son were traveling.

2 weeks previously my son contracted chicken pox which was now completly cleared up apart from a couple of scares on his neck and face. We went through passport control, baggage control and the gate as we were about to board the plane 2 staff members pulled us back pointed at my son who was in my arms and said "he's not allowed to travel he has chicken pox" this was not only infront of all the other passengers which was highly embarresing but it also made my son burst into tears. I tried to explain it has been 2 weeks since he had it and over a week since the last spot appeared but the gate staff would not listen to me in anyway and we were unable to go on our holiday.

This has caused us great stress, anger and pain as we have never had a family holiday before and belaeive that there was no reason for this to happen. But most of all it has caused my son some serrious dammage. We went to get on a train the other day and he stopped before we stepped on as he was scared he would not be allowed on. A friend of ours was going on holiday and he said to them that he's not allowed on planes. What the staff should of done is pulled my wife aside explianed to her the situation then we of made up a story to him so he didnt shoulder the whole blame.

The reason for my lomg delay in writing this complaint is due to waiting to hear from tui regarding the situation and they have told me its the airports fault for what happend

My wife and myself were using WH Smith’s shop in departures at about 06:10 in the morning of the 25/06. We approached the counter to pay for our goods and when asked were we using self service or the counter our reply was the counter.

The Woman behind the the counter, who we later found out was the manager, name given as (Caroline) said move out the way so others can use the self service, I said fine but you could have asked politely her response was, that was polite and I was the impolite one.

I did not raise my voice, my response was that I have not been impolite, her reply was to say do you want the goods or not and then she decided we were not having the goods, threw them on the floor behind the counter and told us to get out and queue at the restaurant.

We then asked for her name and on reply thrust her ID badge at the partition but not showing her name, she then again thrust the ID badge in the correct way but at this point we still could not get her name, so we left.

After about 10 to 15 minutes my wife let the situation calm down and went back and requested the woman’s name, only to be met by shouts of get the security she has claimed my wife has assaulted her, but the only aggressive one in this conversation was the store manager.

Security then turn up and instead of taking an impartial view they told my wife she may not be able to continue with her holiday if she has touched the store manager, they took photos of her boarding pass. The store manager was claiming she had marks around her neck from my wife by pulling her lanyard, A TOTAL FABRICATION as this was later found out.

The security men go and look at the CCTV footage to find that the so called store manager has been telling lies about the incident.

The security men then come looking for my wife, who was also was looking for them, knowing she was innocent of the accusations made, it was found that my wife did not touch this store manger in anyway but I can only guess that this was a deliberate ploy to get my wife kicked out the airport.

I will say the only apology that we got was from security but just maybe they should have taken the impartial view before deciding my wife was at fault.

This tells me that your security might need some customer relations training.

We as a traveller have to go through check in, then a boarding pass check and then through a security check to get to where we need to be to travel, my question is do the employees of the vendors in thedeparture lounge do the same and how was it that the apology never came from the store manager who had clearly lied and then security said that WH Smith’s was nothing to do with them but surely someone who is not truthful is their concern. This was a very upsetting incident and I believe that my wife and myself, other than making a reasonable request for the managers name, were not at fault.

I will be interested in your response.

Many thanks

Dave Taviner

During check in to TUI flight departing 8.10am on the 8/2/22 my wife and myself were asked to take both check in cases, to a table manned by a man.

He requested us to open our cases and then proceeded to remove items of a female sanitary nature, amongst other items.

He without gloves lifted searched and generally disrupted neatly packed clothes.

This was all in site of every other queuing passenger.

This was extremely embarrassing, upsetting and unexpected on an outward trip by two 70 year olds.

I asked if this could be done behind a screen or in a different room. No was the curt answer.

With all else going on with flight anxiety Covid etc, my wife had her holiday ruined.

Clothes had to be re ironed.

Under wear rifled through by a ungloved man was totally unacceptable.

Your methods need to be addressed urgently to avoid further embarrassment.

Yes safety is a priority, but privacy and a female member of staff to adopt a sensible approach would seem more understandable.

Bournemouth Airport- 27th November 2021- Ryanair FR9083 departure 14:25.

My wife is registered disabled with very limited physical mobility. Assistance arranged via Ryanair Airlines.
My wife informed the airline that she would under no circumstances be able to walk up the steps of the plane or walk the length of the plane on boarding.
The Special Assistance team at Bournemouth Airport were informed prior to the arrival of the plane she would be unable to walk the steps or the length of the plane.
The first time my wife and I were aware of ‘alternative arrangements' for her boarding the plane were given at The steps of the plane. Special Assistance Representative informed us that "due to high winds the lift assistance to the plane would not be operated". By informing us at the base of the plane steps meant my wife was placed in an impossible situation. Her levels of fairness, dignity and respect were completely lost as disability assist, Ryanair cabin crew and fellow passengers lay witness to her difficulties, struggles and pain. With metal plates fitted to her feet her Consultant would have been outraged and dismayed.

My mother returned from Murcia San Javier to Bournemouth Airport on a Ryanair flight FR 5 on Monday night.24th October 2011 She received some degree of special needs service on her outward journey but there was no assistance of any kind for her and some four other passengers on their return. This is dangerous and absolutely unforgiveable for an airport that carries and International title. There are standards laid out on the MAG site. I find it impossible how to complain to the airport and I am therefore making this complaint on this board on behalf of my mother.
She received excellent care from Murcia airport by the way.