British Airways....I was always under the impressi...

British Airways....I was always under the impression that British Airways stands for quality and high standards, but in actual, you don't really keep up to the standards you claim. My parents (senior citizens) were booked on BA256 from Delhi to London Heathrow and BA239 from London Heathrow to Boston on 4th August 2016. I had pre-booked wheel chair assistance for both of them as my mother is knee arthiritis patient and my father, who is a heart patient had a surgery just a month back, and they were not provided requested assistance.

When they requested wheel chair at British Airways check-in counter at Delhi airport, they were told that they will get it after security clearance. When asked for the same at security clearance, they were told that it is provided at check-in counter only. They somehow managed to reach the gate (which is almost 1 km). After reaching the gate, they requested it again. Since they were having difficult breathing because of such long walk., they were provided it only from boarding gate to the plane. All along they had to wheel their cabin baggage with them.

After reaching London airport, upon wheel-chair request again, they were taken to a dedicated area reserved for people with disability in the electric trolley, and were asked to wait there for some time. After some time, they were told that they have only 1 wheel chair available if my parents need it, or else, it can be assigned to someone else. My parents agreed to take whatever they were being provided. They were dropped at the security gate, and were refused assistance after that. They again had to do quite a long walk of around half km from security to boarding gate, with the cabin baggage in their hands.

During the flight from London to Boston, my father requested 2 cookies as he had to eat something before taking his medicine, and he was refused second cookie. After reaching Boston, upon request, they were again offered only one wheel chair, that my mother took due to knee arthiritis, and my dad had to again do a long walk. When I received them at Boston airport arrivals, my dad was having difficulty breathing. On top of it, wheel chair assistance guy demanded tip before leaving my mom and luggage. I ended up paying him tip for worst services they provided to get rid of the situation.

On top of it, when I called your customer relationship to file a complaint regarding overall incident, I was told that it is airport responsibility, and not airlines responsibility to provide wheel-chair, and it is subject to availability. The representative told me that all he can do is file a case, and ask Airport to try and accomodate the request on return ticket. When asked to provide me case number in email, he told me that since he is on inbound calls shift, he can only provide me case number on phone, and also cannot redirect my call to other department for further assistance.
Overall, British Airways experience is the worst I had in my life, and needless to say, I will never recommend anyone to fly British Airways again, specially in case of senior citizens requiring wheelchair assistance. For now, I want to be sure that my parents don't receive similar treatment on their return flight on same route.