✅ Verified Review
| I pre-booked mobility assistance months ago at Gatwick as I would need it all the way from the coach drop off point through airport, especially as I travelling alone as I am unable to walk more than 100ft without great pain. I arrived at coach drop off for Gatwick North terminal for flight EZY8535. I located PRM help point (which I checked was at coach drop off before booking) and pressed for assistance. It rang and rang, no one answered, I tried again. No answer. I managed to get to next PRM Point - same again! After waiting at every help point for answer and having to stop due to pain, after nearly an hour I managed to get to ground floor of building. I couldn't locate another inside. I was told to go to bag drop off. I struggled up to Bag Drop Off and managed to drop off my case. I located another PRM help point on this floor. This time it was answered and I was told to make my own way to the second floor, as it was only a short walk to their desk. Finally getting there I showed them boarding pass and I was told to wait. I was panicking by this point and in lots of pain! There were many disabled around me also distressed due to similar problems trying to reach them. One lady after managing to ring PRM team, had to leave her disabled partner in the dark at coach stop, come up to second floor, collect a wheelchair and return for him alone. When finally taken airside, I was told they had 15 mins to get me to my boarding gate. The staff tried to push me in wheelchair as fast as they could, but was told gate was closed when we finally reached it. I ended up having to wait in airport 24hrs for next flight- EZY, which I had to pay. The next day I presented myself at PRM desk at 03.10 for flight EZY8535, departing at 05.45, having dropped off my bag at 8pm (with no assistance). I had to wait there about an hour. When I was left at airside PRM desk told I would be called in 25mins. I was not! Other disabled passengers from my flight and another where panicking, as both our flights had been being boarded for some time and we had not been called. By the time we had been but on transporter and driven to the gate , we only just made it to gate before it closed. So I nearly missed the secdon flight despite being onsite over 24hrs. The staff were lovely, but felt they had little they could offer me and there was not enough staff to cope with the number of people needing service. Had I know I could not get help from my arrival I would have booked to fly from another airport. I have been using PRM service as a solo disabled person for the past 16 years, with between 1-3 trips per year and I have had no problems till now. I cannot walk any distance. I have sent a complaint email and heard nothing.