The final word on the BA flight issue

As expected, there was, apparently, “nothing wrong with the service” we received from BA back in March (it took 2 months to get a resolution from the CAA). Of course there was nothing wrong – I have gone to all this effort to bring this to the authorities’ attention because there is nothing wrong.

Here is the email that I received from them recently.

Further to my email of 14 April 2014, we are now in a position to respond to your concerns about your flight with British Airways (BA), having now received a response back from BA in relation to this flight and the seating allocation.   The matters you raise in points 1 and 2 of your letter, as I am sure you can appreciate, are customer service issues for BA to respond to separately.

Turning to your matter 3 and our response from BA, notwithstanding your concerns about your safety in terms of being ‘trapped’ in your seats by what you describe as a ‘severely disabled’ and ‘large’ lady, the crew on this particular flight were satisfied with the passenger’s ability to evacuate the aircraft, as required in accordance with BA’s Standard Operating Procedures. As such, whilst the Civil Aviation Authority (CAA) do appreciate that having persons with reduced mobility (PRM’s) on flights can have an impact on other passengers, it does not therefore believe the safety of this flight, or the passengers was compromised.

BA, along with all UK operators, takes their responsibility towards the carriage of persons with reduced mobility seriously.  Operators in general cannot discriminate towards those who are not fully mobile, but do have provisions based upon the individual’s ability to evacuate themselves from an aircraft, either aided by someone who is accompanying them or unaided if they are able to do so. 

The CAA is therefore satisfied with BA’s response to this enquiry, but does understand your need to look into this matter.  I do apologise that is has taken longer than expected for us to be in a position to respond fully to your concerns on this occasion. 

Yours sincerely

Now, I didn’t expect anything more than this, to be honest. A lesson learned.