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Air travel

Hugers

Hi all

(My first post, so I'm a bit nervous!)

I am 60 years old and only diagnosed with Asperger's a few months ago. I'm still coming to terms with the diagnosis, but I thought it might be interesting to share my experience with preparations for air travel over the past 24 hours. 

I fly quite frequently as part of my job. Next week I am due to fly to Germany and back with Eurowings. 

Like many others here, I imagine, I find airports extremely difficult. As well as Asperger's, I have Ménière's and sometimes the stress aspects of the autism can trigger a vertigo attack. Plus, thanks to the Ménière's, I have severe hearing loss and tinnitus.

Yesterday I found out about the Sunflower lanyard scheme to support hidden disabilities, which seems great. I contacted someone involved with that scheme and will be getting support at Stansted https://www.stanstedairport.com/help/special-assistance/hidden-disabilities/ It will be very interesting to see how well that works!

They also advised me to contact the airline (Eurowings, on this occasion), and it is this part that I wanted to share...

I filled in the Eurowings online support form and got a message saying it would take 6-8 weeks for them to reply! So I phoned their helpline instead to ask for assistance. Once I said what I wanted, the gentleman on the other end spent some time consulting with his manager before talking further to me.

He first asked me to produce a certificate to prove I have autism. I said I do have a psychologist's case report, but I was not very willing to share it.

He then offered to provide a wheelchair, which I told him I do not need.

He then asked me to explain in detail what are my problems. I did the best I could - it's not easy! He seemed quite baffled.

He then said he could not provide someone to accompany me on the flight. I explained (I hope politely) that I do not want a person to accompany me - what I want is a fast transit, understanding staff, and access to a quiet place where I can be undisturbed.

He finally said he could not help me at all, and that was the end of the conversation.

To be fair, Eurowings is an airline, not an airport, so it's possible that they have less interest until you actually get on the plane. But even so, I was quite shocked by the lack of understanding of hidden conditions. Apparently UK airlines perform better on this. Anyway, I have sent an email (again, polite) explaining my experience and suggesting ways they might improve. I don't expect much response, but every little helps!

  • in reply to AnnaSpanna

    Hello, this is a really interesting thread. I’m recently diagnosed too and have always found flying a nightmare. Not so much the plane, it’s the airports. I end up crying in the loos every single time! 

    I hadnt even considered that I’d be able to get assistance once I had a diagnosis. What you’ve described plastic sounds perfect. I will make sure that I ask next time. Do you ask the airline or the airport?

    Hugers - Good luck! I hope you manage ok on your journey. I’d be interested to know how it all works at stanstead. I’d not heard of sunflower lanyards, that sounds like a great idea.

  • Hi Hugers, So sorry to hear about your negative experience! I love travelling (with EasyJet usually) and theyvth been great... I always book Special Assistance and tick the relevant boxes, so there are no awkward face to face questions or interrogation on arrival at the airport...

    Commenting on your recent diagnosis too, I was diagnosed with autism in January of this year and, even though peoope have been telling me that I'm autistic for decades, it came as a bit of a shock and I felt low. I needed time to get my head around the diagnosis and now I'm so pleased that I'm finally getting the support I need....its i opened up doors for me and helped me along my journey...

    Be kind to yourself, be patient with yourself and fingers crossed your diagnosis results in a better understanding of your condition and a better life going forward.

    A :-)

  • in reply to Plastic

    Pssst.. Plastic.. I’m still trying to work out who I am....and then when my needs are... articulating them will, I hope, come at some point.

    thus far..I have concluded that I’m just weird and seem to be differently wired...

    what I can do about it, what others can will take time to form into articulable sentances.., but... one day....one day!  

  • in reply to Plastic

    I did try to tell them. Perhaps I wasn't clear enough, but I was as specific as I could be. This was over a mobile phone. It may be different when I actually travel.

    I always give positive feedback/reviews when service is good,.

  • in reply to Hugers

    Then you need to tell them what you need - hidden disabilities can be almost anything - they're not psychic.

    If you are clear and precise about your specific needs, they will walk you through the system. I've always found them very helpful but sometimes very busy so a little patience is required.

    I deliberately fly in quiet periods so the staff are less busy and more able to give a personal service.

    Also - remember to e-mail customer services at the airport & airline afterwards to compliment them on their help - positive feedback goes a long way - especially if you are a frequent user of the service..

  • in reply to Plastic

    I need exactly the same support as you! I'm hoping the sunflower lanyard and the airport assistance will get me to the gate in the way you describe, at least. The airline, as described above, is not going to help me at all, so a quiet seat etc. is very unlikely. 

  • What support do you need? I use the airport assistance to get me through the VIP security fast and I use one of the lounges for a quiet waiting area away from the noise and perfume stench.

    I also talk to the airline and they pre-board me so I get my seat first - and have all the empty luggage bins for my bags - without having to fight with the NTs. The airline also seat me in the quietest part of the plane.