A mother has accused Aer Lingus of abandoning her autistic son during a flight from Dublin to Heathrow, saying the airline failed to provide promised assistance. Jane Atkinson said that her 24-year-old son George Stookes, who is high-functioning but vulnerable, was left without support at Dublin Airport, ignored on the plane, and unattended upon arrival in London.
Mrs Atkinson, from Sway in Hampshire, explained that she had arranged special assistance for her son, who regularly travels between the UK and Ireland. She said Aer Lingus staff assured her he would be accompanied at all times, but instead he was taken through security in Dublin and then left alone. 'George is very stoic and he managed to go into a sort of robotic mode so luckily on this occasion he managed to make the journey safely,' she told the BBC. She added that her son's usual travel companion, his stepfather Martin Atkinson, was unable to accompany him due to a cancelled flight.
In response, an Aer Lingus spokesperson said the airline was investigating the matter with its contracted assistance providers at both airports. 'When a customer requests special assistance, Aer Lingus notifies departure and arrival airports to arrange contracted assistance providers, which was the case in this instance. They are responsible for providing necessary support to our customers,' the spokesperson stated.
Heathrow Airport apologised and said it received information about passengers requiring assistance less than one hour before the flight landed. 'We will clarify with the airline how information is shared to ensure any passenger requiring assistance on arrival has their individual needs met,' a Heathrow representative added. Dublin Airport said it was 'committed to providing accessibility and assistance for passengers with reduced mobility.'
