Omniserv Reviews 75

I am a frequent traveller at Edinburgh Airport. Without the help of special assistance I could not make these much needed trips. They are all exceptionally professionally kind caring and efficient .. Recently I went to Italy and Janet Mike Derek but to name a few were just great. Mike even called a cab as my battery ran out. Just want to share my gratitude. They do a superb job and are much appreciate deserving of redognitiom.
Warm regards audrey x

Heathrow how can you call those human baggage trolleys you purchased wheelchairs! Absolutely shocking! My partner was repatriated home with a fractured T12. The wheel chair that arrived was rock hard, no shock absorber capabilities. Whoever bought them should be fired.

Unacceptable behaviour from their employees at Stansted Airport. My elderly, handicapped mother was told to get off the wheelchair at baggage reclaim and the wheelchair was taken away from her. She had to be supported by my also elderly father. This is the second time the assistance at Stansted has failed miserably. It seems like the airport and their special assistance provider are DISCRIMINATING against people with special needs and the elderly as this kind of behaviour shows clearly that these people are not welcome there

Absolute nightmare. They're late picking you up and make you wait with no seating areas at the gate. I had to sit on the floor at the exit gate and wait for help long after the entire plane off-loaded. I saw crippled old ladies struggling to stand while they waited. This happened on both leg's of my travel. How can a country as advanced and "equality-centric" as England even consider this acceptable. Heathrow is a complete mess with no one knowing your gate number until right before your flight. The company that handles wheelchair assistance takes you to a room where you sit sometimes for hours until your gate is announced. If you want to get food or a souvieneer you have to walk out into the airport on your own without any help. They won't watch your bag either. Worst experience I've ever had in traveling through multiple countries across Europe. This shouldn't even be legal. I wish I knew who to take these concerns to because a room full of disabled people waiting around for flight gates to be announced is a complete logistical failure on the part of both this 3rd party organization and Heathrow. German airports; for example, totally shame England in this regard. English citizens should be embarrassed that this is going on in their country. What a crock of s***. I would post photos of this "holding tank" full of disabled people if possible. STEP IT UP PEOPLE YOU ARE FAILING MISERABLY.

Very bad organisation had one and a half hour gap between flights waited 1 hour for wheelchair assistance as they came for other people then told we were too late for flight7 hours delay meant we arrived at airport and stranded in the middle of the night.total travelling and waiting time 28 hours due to incompetence.

You are always in good hands with the assistance staff. Friendly, helpful, cheery, and able to deal with all our quirks and problems. Thank you so much, for all your help! You guys are the best! I highly recommend them. (remember to book their service in advance.)

You would think that the lady on the mobility assistance help desk ( Heathrow Terminal 5 , Tuesday October 22nd 2019 , 11am ) would be helpful . Nope .
She ignored me at first ,standing at the helpdesk window, smiling politely at her for longer than is comfortable .. and then on my enquiry as to how to access mobility assistance ( which I had previously requested for my 80 yr old mum in my booking ) she huffed and puffed as if I should already know the answer .
“Well ..where is your mother !?” She demanded . I explained that she hadn’t been able to walk the distance to the help desk, ie she has mobility issues , so I left her seated near the entrance to the terminal .
More huffing /puffing /eye rolling .
Eventually she addressed the problem ( albeit begrudgingly) and we established that the shuttle service would have to suffice .
Heathrow ! It’s not the service you are supplying as such , just the ATTITUDE of your employee. Please, if you work on a helpdesk supplying help to people , have the courtesy to be helpful . And polite . And a little bit patient.

I have travelled from Heathrow to the USA three times over the last two years and on every occasion I have had problems with the Assistance at Terminal 3 and 5.The latest was last Wednesday 2nd October I was returning from Las Vegas on Virgin and arrived at 12.15 midday at Terminal 3 .I had previously arranged help to take me to the baggage hall .On disembarking the aircraft I asked where to wait and the girl told me just to "wait up there" pointing!¬ I went into the building from the airbridge but there was no sign of a buggy or wheelchair.Went back down to the aircraft and she finally told me where to wait along with several others who were also wondering what to do. I was eventually pushed by 3 different people to get through customs and had to walk the last 50 yards to the baggage hall down an escalator.She said she had 7 people to deal with and only one wheelchair ! she had to leave a woman who was in transit to Dublin with an injured foot so she could go back to the plane to get the other people ! Ridiculous ! Previously on 2 occasions I was taken to the gate departing to San Francisco and San Diego at Terminal 5 far too late and nearly missed getting on the plane on time. which was incredibly stressful and frightening as my husband was waiting from me at the aircraft wondering where I was ! The service you try to provide is just not good enough, and is unacceptable and the managers need a kick to organise disabled passengers getting to the aircrafts on time. If I could walk I would, but shouldnt have been abandoned like I was before making me extremely worried. The attitude of the staff in Terminal 5 was appalling eg; "don't worry maam the buggy will be here soon " is not good enough they should take you to the gate in plenty of time so that I can board before everyone else who is not disabled.A far too casual attitude in my opinion with your customers plus they need more staff to cope with the numbers. I hope that you can send me a reply to this as this kind of lack of service is the last thing you need when arriving midday after a 10 hour long haul flight.
Alison.

Every time my husband and I travel from Edinburgh airport we require assistance. The staff have never let us down very efficient, polite and helpful. On the last trip Billy and Gordon were brilliant. The same applies when returning home ,great service with a smile!

This is the second time that we have used special assistance in heathrow. All I can say is they are rude, abrupt and nasty people. They treat those that are foreign terribly.

Our first experience, we waited for ages to be helped. The staff were rude and so nasty to other elderly people waiting to get a wheelchair.
This occasion, the staff were very rude again. I walked up to the desk and said my mum had booked special assistance. The guys response was, well if she walks through security she can get it through there! I was shocked! I told the guy she needs a wheelchair, she was on crutches and we had requested a wheelchair online! The guy was so rude to me and it was like I’d asked him something terrible. I then had to wait while they found a wheelchair and I had to wheel my mother through myself as they were unwilling to help.
The staff at security were just as bad, so rude, treated my mum badly, acting like she had skipped the cue even though we were in the queue and were told to go through a different bit for the disabled.
What a terrible company! If you don’t like people who need help, go work somewhere else. You are unkind, rude and in my opinion racist against anyone that comes near you. Your staff clearly want to sit on their butts chatting to each other and not be bothered. Shame on you and your staff for treating people so badly!

I went for the job training to the world business centre near terminal 3, and the support was appalling. I had a trainer named Ansley which was very rude, not only me but also everyone else. To me he looked racist and was not a very good trainer in my opinion. He also came late as well and did not allow us to have even a 2 minute washroom break. This guy had no manners and respect. All he did was shout and got angry when we barely did anything. People like this don’t deserve to work. This is a solid 1 star rating for me at this point.

Look for another company if you want a job at an airport. Never go to omniserv as their customer support is also really bad.

I honestly cannot thank the staff at stanstead airport enough,,
They were absolutely brilliant,,
Patient knowledgeable kind and thoughtful
Considerate and caring too
My special thank you to Julie Adams ( special assistance) for all the help!
If I’ve forgotten to mention anyone I apologise as I have Alzheimer’s,,
But you know who you are 😊😍😍😍

Not the first time i’ve experienced poor assistance for my parents at Heathrow, so standards are obviously poor. It’s often uncoordinated. My mum was taken off the plane by lift (she’d had an operation on her back after a fall on holiday), but after being deposited at the terminal, we were greeted by a lady who said, sorry, but she couldn’t find a wheelchair, but could mum walk to the lift and she’d try to find one on the next floor. Still no wheelchair, so we walked further. Fortunately a buggy came along and had a space. That was fine, but we were again abandoned at the carousel. I found a wheelchair myself and pushed mum to the taxi in the carpark. And yes, there were two abandoned wheelchairs there - obviously used by passengers who had to create their own assistance for family members as we did. The poor service is particularly highlighted when you compare it to disability assistance in other airports around the world. Our experience in Frankfurt yesterday, for example, was second to none.

We have just returned from holiday having passenger assistance in Barbados, Miami and Las Vegas. All were outstanding door to door assistance and beyond our expectations. In the UK both Gatwick and worst Heathrow were appalling. From the lack of compassion from staff, no communication, treated like a burden and attitude of Passport Control I am embarrassed for people who need assistance by our country. Omniserv needs to drastically rethink its approach and learn from other international airports. You should be ashamed of yourselves.

We prebooked passenger assistance for my elderly parents who have medical conditions, which necessitate assistance while travelling. When Omniserv assistants appeared at the flight arriving at Heathrow T3, my father who had initially sat in a wheelchair was told by an Omniserv assistant to "get out" and "you walk, I'm not going to take you". He told her that he needed assistance and that he needed a wheelchair because he couldn't walk long distances as he becomes breathless (he has asthma). When my father asked the assistant her name, which she refused to give. She was also not wearing a name badge even though her male colleague was.

Please be careful if you need to book assistance for your elderly family or friends:
- Obtain the name of the person giving assistance prior to your elderly family member or friend getting into the wheelchair.
- If necessary, record the encounter on a mobile phone if available.
- Tell them to speak to a supervisor to make an immediate complaint if they are mistreated in anyway.
- If a medical condition is exacerbated by mistreatment by the passenger assistant, inform their supervisor immediately and seek medical attention.
- Complain to Omniserv and Heathrow Airport - no one should be poorly treated, and any company offering 'customer services' should uphold customer service standards that you find in other developed countries.

There were five other passengers waiting for assistance, and some were treated abruptly, but because they could not speak English they could not speak back. My parents travel every year and they obtain assistance prior and following every flight and they have never been mistreated like this.

I hope that this never happens to anyone else, but if it does please do not be afraid to speak out.

I have just returned from Sydney travelling via Dubai to Edinburg. Whilst I had no complaints at Sydney ot Dubai I eoild have say that the service atEdinburgh on the outward andvreturn journey was excelkent. The stsff coikd not have been kinder or more attentive.

After 11.5 hour flight the Company that BA use for assisted passenger services called `Omniserve' were short staffed which meant my mom waited two hours after plane had arrived in London. Eventually my sister pushed her through in wheelchair. They were supposed to get on a little buggy.. Golf cart type thing. Really stressful but once home it was all good.

Our wheelchair journey from plane to baggage hall at Heathrow was beyond a nightmare. Frequent long, long waits, one completely unattended, with no idea where we were in the lower depths of the airport, no access to water or toilet, no phone number to call. When after an hour we arrived in the area just before the baggage hall the six or seven wheelchairs in our group were formed into a queue and the people who'd been pushing disappeared. A frantic overseer paced up and down snapping "I'm sorry, I'm sorry" from time to time and offered an explanation along the lines of, "I've phone for help but nobody's come." Utter chaos, utter lack of care, feeling that Uniserv's attitude was "What ya gonna do about it? We've got our contract with Heathrow, we're laughing all the way to the bank."

On 17th February my 97 year old Father returned from Adelaide to Heathrow. I had booked special assistance for him. Unfortunately unbeknown to me, during his trip he had a medical episode which caused confusion. Thanks to Damanjeet Singh PSA terminal 3, 122415, my Father was taken care of, reunited with his luggage, which My father had left unattended, and was escorted to the National Express Coach terminal, where this gentleman ensured that he had a coach ticket, that his luggage was on board, and that he was safely seated on the coach. This gentleman kept me informed every step of the way, and a final call was made to me to confirm that he was on the coach and what time it was expected to arrive in Bristol.

I cannot thank Mr Singh enough . He is an asset to Omniserv and on this occasion went way over the expectations of his role. Thank you very much Mr Singh. I would hope you receive some form of commendation.

This was my first time using special assistance I was flying from Edinburgh to London Luton and returning the next day. At Edinburgh airport I checked in to SA and from my initial point of contact I can only say what a wonderful service staff were all nice and friendly chatted away while they pushed me through the airport from SA points. I can say from entrance to the airport to flying out I cannot fault any member of staff. Arriving at London Luton there was a short delay waiting for the ambulift but again nice friendly staff who pushed me right to the bus door for my onward journey. The return flight was the same I can only say on my first use of omniserv I cannot fault it the staff work hard and have a very difficult job they must be exhausted by the end of their shifts. I did notice other users moan about not being able to get food or shop but surely you cannot expect a member of staff to stay with you for that amount of time from what I seen they are very busy with their radios constantly asking where they are and how long they were going to be. If you work for Omniserv give yourself a big pat on the back from me 5 star service from start to finish. Thank you for all your help.