Bournemouth Airport review: Passenger Assistance particularly L. Reed

Date 12/10/23

Following a tricky start to the holiday when passenger assistance were not answering the phone and we were left at the chairs by the phone until a kind TUI rep spotted us. She explained she had arranged to get someone from the airside as they had no staff airport side. This ended up with us delivered to the airside waiting area but with no time to buy a sandwich and a drink despite us arriving early and phoning to leave a message as required. This was also problematic as I am a type 1 diabetic. Having had an excellent holiday booked through TUI including passenger assistance we returned to Bournemouth Airport to be greeted by poring rain and presented with a wheelchair that was awash with rainwater. When I asked if I could have a dry one I was shouted at by L. Reed that they had nowhere to keep it covered The wheelchairs were beside a covered trailer but it had obviously not occurred to Loretta to cover the chairs or even have a large brolly so vulnerable customers were not asked to sit in a wet puddle when they got off the plane. The manner and attitude from L. Reed were not appropriate and some significant customer service and disability training is desperately needed.