I have recently returned from holiday in Cyprus, I flew with XL.com
I had requested wheelchair assistance for the entire journey.
When we arrived at Paphos, I waited until the rest of the passengers had disembarked, only to be told that the lift for disabled passengers had NOT been requested %26amp; I was being expected to go down the stairs, which I cannot do. After my husband explained this to the staff, and several telephone calls later, the lift arrived.
When I got into the lift itself I was amazed to find that there were NO wheelchairs. I was told that our own wheelchairs had been put with the rest of the luggage. So I had to sit on the FLOOR, which was very uncomfortable %26amp; most embarrassing. By this time I was in agony %26amp; beginning to wish I%26#39;d not booked the holiday at all.
When the lift was at ground level, the wheelchair assistance lady, who met us, said there were no wheelchairs available to take us to into the airport building. By this time I was very distressed, I explained that I am unable to walk. She agreed to go %26amp; find a wheelchair. In the meatime I was stil having to sit on the floor. After a while she returned with a wheelchair %26amp; took me to where the arrivals area, where my own wheelchair eventually arrived, on the conveyer, with the rest of the luggage.
On the return journey we were met by a very helpful Rep. at the airport who helped us to check in. I was very grateful for that. As usual I was called to the departure gate before the rest of the passengers, along with the other lady who had been on the flight from Manchester the previous week.. It was in a covered area, just outside the main airport building %26amp; very, very hot. I assumed that, as usual, the disabled passengers would be taken onto the plane before the rest of the passengers.
Unfortunately they had ( allegedly) not been expecting any disabled passengers on the flight (XLA 2159) %26amp; again, the lift was not available. So we had to sit in the stifling heat, for over an hour, until after the rest of the passengers had been taken to board the plane, in the airport buses. We were told that the lift still wasnt available. It was very distressing %26amp; I was close to collapsing. Eventually they decided to take us to the plane on one of the ordinary buses, which had a very makeshift wheelchair ramp. It was too wide for the front wheels of the wheelchairs %26amp; we had to be more or less lifted onto the bus, tipped backwards, in our chairs, which was most uncomfortable %26amp; very embarrassing.
When we arrived at the plane, we were taken off the bus in the same manner. I felt like I was being treated like a piece of luggage.
I must stress that I did enjoy my stay at the Riu Cypria Bay %26amp; will definitely consider returning. However I am reluctant to do so until I am confident that the wheelchair assistance at Paphos airport is improved. This was one of the worst experiences I have ever had %26amp; am seriously thinking of making a formal complaint. How would you suggest I go about this ?
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I wouldn%26#39;t fly with Excel again I%26#39;m afraid. We%26#39;ve flown with them 3 times, and on each occassion we%26#39;ve had problems (won%26#39;t go on about them on here). I wrote a letter of complaint to their Head Office (address is on their Website). I know Paphos airport isn%26#39;t the best in the world, but I think your complaint should be directed at Excel - they should take some responsibility for what happens at the airport. You are their customer after all.
If it%26#39;s any consolation, there%26#39;s a new airport being buit at Paphos, which is badly needed. We too love Paphos (and loved the Cypria Bay when we stayed there), but the airport as it stands is woefully inadequate. Most people will agree.
I%26#39;m glad your experience hasn%26#39;t put you off Cyprus!
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I have written to Excel (XL), we shall see what happens. :-))
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I have written to Excel, we shall see what happens.
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Have been to Paphos from the uk over 10 times in the last 3 years with a friend in a wheelchair. Never had any problems with the lift or the wheelchair. It has always been removed from the aircraft first and placed in the lift ready, then a member of airport staff has whisked us through passport control to baggage. On the return we have always kept the chair until taking up the plane seat and then the wheelchair has been loaded onto the plane. We have always boarded before the other passengers. We have flown with British Airways and Cyprus airways, so maybe it%26#39;s just that the airline didn%26#39;t communicate with the airport. We just get problems in the Uk coming back! No chair, waiting around, rude staff!
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I had no problems at Paphos 2 years ago, everything went like clockwork, just as you described. That time I went with Cresta, not sure of the airline but it wasn%26#39;t XL.
I%26#39;m pretty sure XL were to blame. A friend of mine has flown with XL on numerous occasions %26amp; had fantastic service, so I don%26#39;t understand why I had the bad experience.
I had a bad experience at Manchester, about 4 years ago, the wheelchair assistance stopped at the luggage colection point %26amp; I needed to get to the railway station, but that%26#39;s another story !!!
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