My trip home from Honolulu to Swansea simply cemented how difficult travel has now been made for the elderly (especially if they have a mobility problem). It was a truly horrendous experience. Basically, I had to change my return ticket to a later date, as well as buying a single ticket to Heathrow for a new companion. That meant telephoning British Airways offices whilst in I was in Honolulu. I paid the penalty for changing my ticket, as well as the complete price for my companion's ticket. The representative suggested an early (8am) flight by their partner Alaska Airways to Seattle (rather than the LA link I had previously planned) and assured me we would be able to sit together on that flight and subsequently on BA to Heathrow. I attempted to confirm my flight 24 hours previously but Alaska Airway's website wouldn't allow me to do so and I was blocked advancing to the BA site (an error reading repeatedly came up). We arrived early at Honolulu airport, to find enormous queues for the flight, to help people print boarding passes and documentation for luggage. One 'helper' spent more than an hour dealing with a military couple and their dog. Eventually, a battered wheelchair was found for me (I was 80 with damaged ligaments in my leg). Our boarding passes for Honolulu to Seattle plus our luggage documentation were printed. When, however, I checked only my companion had her boarding pass for Seattle to Heathrow. I was assured this was an oversight and my pass would easily be made available in Seattle. In Seattle, I was eventually transported to the very distant BA gate. The wheelchair was removed and we attempted to interact with the BA ground staff. They claimed they had had to put me an standby, as I hadn't electronically confirmed. They also claimed that my modified ticket and my companion's ticket were separate transactions. For 3 hours, they assured us that a solution would be found but they largely ignored us until my companion berated them and refused to move. Eventually, a supervisor was called, who claimed that I would be allowed on the flight and the staff on the plane would 'sort it'. The staff on the plane clearly didn't think it was their job but sub-optimal seats together eventually materialised. After a long flight, it became clear that my mobility problem hadn't been notified to Heathrow staff but our large cases were successfully reclaimed from baggage. There were then 2 80 year olds (both with mobility problems) and 4 relatively large pieces of luggage on a trolley. We had to wheel it to the terminus for the Heathrow Express. The trolley's then had to be discarded. We struggled on to the train but couldn't get seats partly as 2 young uniformed folk were occupying both the specified seats with their luggage and playing on their mobiles. There was chaos at a very hot Paddington Station with cancelled trains to Wales. There were no trolleys, folk couldn't tell us when the Swansea train would arrive or at which platform. The helpdesk people couldn't (or wouldn't) give any help. Eventually, the platform was announced and there was a mass stampede for the train. No seat reservations applied. Two old folk, struggling with 4 cases, were predictably at the rear. Eventually, we forced our way on to the train with our cases but had to stand until we reached Swindon. Some nicer folk helped with cases. We also got seats. Troubles over? It was eventually announced that the Swansea train would terminate in Cardiff, as it was needed back in London. We then had to move to a distant platform to do this. Fortunately some kindly folk helped in this process. Thus ended the journey from hell. Neither British Airways nor British Rail have asked me for my opinion of their 'service' thus far. To say I think it stinks is an understatement.
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