Omniserv Reviews 75

1 hour 25 mins to get through Stansted

Didn’t allow me stay with 80 years old mother in law and nobody in the airport could give me an update on when and where she was

This is the worst Passenger Assist organisation going who treat people with disabilities with utter contempt.
We arrived at Stanstead on Monday 4th Sept on a journey to Ireland, we had booked Passenger Assist and as Ryanair had given us no directions to pick this us we were ushered towards the priority lane through to departures. When we got into departures we saw a sign which directed us to the Passenger Assist desk only to find that it was unmanned and would not open until 10am. Our flight was due to take off just after 9am and we were at the desk by 7.20am.
A passing engineer helped us contact someone from Omniserv who, when he got to us, was very accusative and rude: he told us the desk was at the end of the Ryanair book in desks but we said there were no clear signs for this; he didn't want to know.
A porter came with a chair and took us to the gate we were supposed to be flying from but when we got there the gate number had changed. We found another passenger who had been dumped at the gate so our porter ended up pushing two wheelchairs - he had called for assistance and was told there was none and he would have to deal with the problem.
We finally got to the new gate with time to spare.

Upon returning on the 9th September Omniserv were so understaffed that I had to push my wife in the wheelchair and when we picked up our cases my wife had to wheel them alongside the wheelchair.

Omniserv should take lessons from OCS at Gatwick who know how to do this job properly. We know in future to avid using Stanstead Airport.

This cannot be described as a service.
We had the unpleasant experience of being left on the plane at Terminal 2 Heathrow for over half hour. When the Omniserv employees turned up, they had an argument with the cabin crew about the use of the aisle chair. Eventually the cabin crew allowed them use the airline aisle wheelchair.
This company either has no understanding of what it's meant to be doing or simply don't care.
A visit to some airports around the world where things are done more efficiently will help it understand how to provide assistance service to the less able and the disabled.
Once upon a time you were met by the airline wheelchair assistance staff who simply took you through without fuss. The whole procedure used to take little or no time.
The current system of centralised assistance has only created a bottleneck making people's lives a nightmare. It is unhelpful and not good for one's health.
Something needs to be done about OMNISERV URGENTLY.

My dad was denied wheelchair at Heathrow even after several requests. He had two knee surgeries but no one was bothered to even listen. He missed his connecting flight as it was hard for him to walk. BA charged approx $1000 again for re-booking for next day and my dad had to sleep on the floor without any support from British Airways either. Too inhuman and disgusting behaviour at Heathrow - never fly again with British Airways.

racist and rude
my mom was at heathrow and requested a buggy and language assistance .. omniserv employees (heathrow contracted this service to them) were very rude and racist .. dont want to quote their words here..

My mom has landed from Dubai today 5/08 at 14.15 hrs and due to Limited mobility asked for wheel chair assistance. She has been sitting and waiting for the last 90 mins for a buggy to collect her and proceed. This is absolutely pathetic... I even spoke to two employees who just didn't care less and said that she will have to wait as they are short staffed.. u can't believe the service... my mom is 80 years old, diabitec and been on a flight for 8 hours and then has to go through this!! Is is the kind of servicer you are expected to receive??? Absolutely pathetic... this is going up on all social media unless my receives an apology and compensation!!

Moms just out now at 17.05 and been told by mom that despite requesting for a wheel chair she was not given one... she could not even get onto the buggy but was asked to get on..

Lanio Carvalho

i travelled to bourgas from edinburgh with my disabled wife and booked in at airport went to special assistance desk arrangements were all pre booked for full lift on and off aircraft,all went well at edinburgh and bourgus untill return flight at edinburgh airport where there was no lift from the plane ,attendant said bourgus did not inform us about disabled passenger,surley when you inform edinburgh special assistance staff they take note of your flights from boarding pass and know when you return that you require assistance from plane,i hope that omniserve take note of this and that management gets thier act togetherand train the staff properly.i would also like a better form of complaint proceedure and who is in charge so i can write to them for respnce before taking this further

I was forced to walk from gate B1 to B47 as they refused to let my carer travel in the buggy. The horrible woman in charge at gate b 1-3 assistance was so rude she said 'people like you expect' your type. I called their head office and the guy there gave me the shift managers number bit they did not answer an absolute disgrace and very discriminatory. She was hateful and I suspect racist as we are a mixed race couple.

I recently had to take 6 flights in 10 days and needed to request special assistance as the distance between check-in and aircraft boarding is often very long. Every one of the US airports were great - wheel chairs and polite, knowledgeable and helpful assistants met us at the plane and took us to our next destination cheerfully. Last flight landed at Heathrow - what a difference. Despite a wheelchair request having been made at check-in there was nobody to meet me - or two other disabled passengers when we disembarked Delta flight DL16 on the 9th July.
We had to phone - someone eventually came, carrying one folded wheelchair - he waved his arm and said 'we need to walk to the elevator over there' - which luckily the three passengers were able to do - the wheelchair remained folded and carried all the time. Same thing at the next elevator - as we got out he waved an arm and said 'security is just round the corner and after that baggage reclaim' - and he then walked off. We got to immigration to find hundreds in the queues - a member of staff saw us looking dismayed and pointed us to a 'special assistance' line - where again we had to stand in line(difficult with disabilities) for over 15 minutes whilst the queue moved forward. When we reached baggage reclaim there was not a single trolley to be found near our carousel. Fortunately each of the disabled passengers had a partner with them who was able to walk a long distance to find trolleys at other carousels.
I cannot believe the company Omniserv can provide such an appalling service and still call it 'assistance for disabled passengers' - Had any one of the three people in this example been more disabled than we were they would probably still be stranded on a seat where the other passengers left the plane. Disgraceful.

APPALLING WHEELCHAIR SERVICE - I WILL NEVER USE LHR AGAIN, EITHER LGW OR MAN FOR ME IN THE FUTURE

This company is a trash. My mom just missed her flight because of them. The lady was very unhelpful and kept my mom waiting for an hour and didn't prioritize her according to flight time. Moreover, she was rude over the phone and refused to give her name
This happened in terminal 5 London Heathrow May 19

Unacceptable experience this company is a bit of a joke & has a serious issues with staff training, staff shortage & customer service. I am quite amazed how this company manages to hang on its Heathrow contract ?
The porter service for dis-abaled passengers is in shambles at Heathrow terminal 3 .BAA is one of the biggest airport authorities in the world. It probably has the worst customer service when it comes to transporting dis-abled passengers to & from the aircraft. My recent experience was earlier this week on the 28th of March 2017 to be precise, my mother who is almost 80 years old, heavily diabetic and unable to walk without assistance. Arrived from Dubai via flight # EK005 at 20.35.
She was informed at the arrival gate that they had no staff to shuttle passengers that she would had to wait. However after 45 minutes of waiting, when questioned she was informed to make her own way to immigration & customs with her hand luggage or just wait. Not being left with any other option, she took up the courage to crawl her way out.
The question is that probably 50-60 % of people who experience the poor service from Omniserve don’t get an apology or any sign of improvement from either BAA or Omniserve. This is quite a critical part of any passengers experience. The 1st welcome.
BAA should take it up with their service partners OMNISERVE who are letting them down. I am not sure why nobody has taken an legal action of either of these companies for poor customer service.
I had the misfortune to deal with Ashmit on the customer service podium on the arrival desk at the same time. I asked if she could point me to the right direction to speak to somebody who could assist with wheel chair assistance. She was seriously untrained and stupid and should not be let loose to communicate with visitors at Heathrow. She found it amusing & pointed to me call the baggage hall at laugh about it.
My wife & young daughter who were standing behind her questioned her as to what was so amusing to which she responded sorry she didn’t know that I was with them? I would request Omiserve to look into these 2 incidents & advise why these shortcomings & what will they do to address this.
Poor customer service & poor attitude from Ashmit.

On March, 16.MY husband and I had a return flight from London Stansted to Hannover. I am disabled, but do'nt always need a wheelchair, but preordered one anyway -just in case. So, because of my bad health situation that evening, I needed the wheelchair and we were sent to the omniserv station .Whithin 5 minutes an assistant with the wheelchair arrived. The very nice woman brought us to the gate, even stopped for food and water, so I could take my medi cine. .I was treated very nice the whole time. It is important to me to give this excellent review, just because there are so many bad reviews. Thanks again for the great assistance.

It may not have been my desecrating review regarding the treatment I was meted out on the 19th of February by some of the Omniserv staff at LHR terminal 5 that made the difference. To-day the 24th March one of my drivers delivered some un-accompanied minors flying to Spain and as I was about to leave with the second group of children I asked him how things went. and he was very complimentary with the smoothness of the events and the friendly attitude of the staff involved. I then proceeded with hope in my heart. Well the difference with the Omniserv staff and the BA staff checking the children in was unbelievable. All the bad air from February had been replaced by a double rainbow of attitude and helpfulness and even forms that we were denied before were available. The smooth running of the operation was I am sure to a large extent down to the staff and extra staff who had been bought in from terminal 2. I wish I had the presence of mind to ask for all their names but it was getting towards boarding and I didn't want to hold anybody up. Should either BA Lufthansa or Omniserv read this, I try to describe the ones I can remember 1 Hungarian male on loan from Lufthansa from terminal 2 1 Lady from the broken up Yugoslav republic 1 Asian young lady with a scarf around her head another Asian young lady And another I think European lady who seemed like the supervisor. The time I am referring to is 13.20 to 14.30 I would like to thank all of you for a wonderful experience.

Rude menager or supervisor ( lady with open long dark hair and glasses and short black skirt chewing gum very l...yeppp...maybe from Middle East ??
... apologetic staff member . I feel extrymly sorry for this pure people who work for this disgusting company . They are so stresst out running around like craze. I saw one lady doing everything taking passengers true passport control then to the next point some time taking passengers downstairs to the hall with bags.. arranging porter then running back upstairs and helping the rest of passengers (I will say 25-30 of them ) this is just horrible dangerous and unbelievable !!!!!!!!! And people who call them self managers or supervisors just standing and watching them... I can't just believe what I have witnessed .

29/01/2017 at 15:50 stanstead airport.To be honest the worse ever service.through the lady on the disk was unpolite and very rude treating disabled people like no body and stupid.I had 4 bags in the trolly and she was expecting me to push my 75 years disabled old mother and the trolly together I don't know how to push two things at once .when I told her how she start raising her voice very rude. She dident want to provide assidtance .They need lots of training.and they need to be trained to respect old and disabled.I was keep waiting long time and the lady was very rude to a lots of customers very rude. Talking on the phone different language very loud and laughing behaving like she in a night club thinking she got power to treat people bad. Please sort it out.I'm not happy with the service. Rated 0

Certain individuals such as Gina Lama would benefit from further training and discipline when dealing with elderly passengers who require mobility assistance. Her manners and gross miss-conduct was unacceptable and customer service etiquette was shockingly rude, abrupt and disappointing. In a role where compassion and understanding is necessary to offer assistance to individuals who require the extra care. I am mortified that there was lack of level of care from that member of staff, and to treat a person so carelessly is frankly unacceptable. In future Gina Lama should ensure that she keeps her opinions to herself - unless she is medically equipped to assess whether a passenger is entitled to extra mobility, especially when this was request booked through the airline.

We had dutifully booked wheelchair assistance for my 92 yr old Mother in law on arrival at LHR from IAH, a 10 hr flight. We waited after being transferred to the terminal from the plane (as they had to bus passengers in) for 75 minutes in a very cold and drafty cramped area right by the open doors, on a very uncomfortable plastic seat, no refreshments etc. The process was chaotic and disgraceful, there were elderly people who were left in tears as they were going to miss onward flights or have to pay huge excess fees for the car services waiting to pick them up at Heathrow. The treatment of the most vulnerable passengers is a disgrace to the airport and possibly illegal. Get it sorted Heathrow.

It's not rocket science to figure out what good customer service is. The job of the wheelchair person is minimum wage, staff turnaround is therefore high, only migrant workers will work on such low wages, no free tea or coffee, lunch breaks are short and unpaid, some rude supervisors and managers who perhaps are not experienced enough. At the end of the day, it's all about money. Why can't BA take charge of its front line service? Look after staff and they will look after the customers, it's not that hard to do. Management need to talk to the workers at ground level, the answers are all there.

Transmitted through Heathrow on Sunday 4th December . We had arranged a wheelchair for my wife who was returning from medical treatment in Mexico . The service can only be described as chaotic and uncaring . We were greeted by a staff member who struggled with English , admitted it was her first day and had had no training and seemed to have no idea where things were including directions from terminal 3 to terminal 5! In the end we abondonned her and sorted ourselves out , just as well we did otherwise we wouldn't have made our connecting flight . We witnessed travellers in some state of distress because the chaos , compared to our experience in Dallas and Monterrey the service in Heathrow can only be described as joke !