I Had a Deeply Concerning Experience at Liverpool John Lennon Airport

By Joel, 28, from Liverpool

On Saturday 4 April 2026, I arrived at Liverpool John Lennon Airport on the 12:30pm flight from Almería. What should have been a routine arrival turned into an experience that was not only distressing, but potentially dangerous.

I am sharing this because what happened to me should not happen to any disabled passenger.

From the moment we landed, the way my wheelchair was handled, and the way passenger assistance was delivered, fell far below the standard that any person should expect.

My wheelchair was almost sent to baggage reclaim

While we were still on the aircraft, my family and I could see baggage handlers loading my wheelchair onto the baggage truck, apparently preparing to send it to the baggage reclaim belt.

Our window was directly above the baggage hold, so we could clearly see what was happening.

My dad had to step out of the aircraft to intervene and ask for my wheelchair to be removed. The baggage handler did take it off when asked, but there was no urgency, no apology, and no indication from staff that something had gone wrong.

For a wheelchair user, this is not a minor mistake. A wheelchair is not just luggage. It is essential equipment. Sending it away to baggage reclaim would have left me without the support I rely on to move safely and with dignity.

Passenger assistance responded with attitude instead of understanding

When the passenger assistance staff member arrived, the situation only became more frustrating.

Rather than recognising why my dad had stepped out to stop my wheelchair from being taken away, she spoke to my parents with unnecessary attitude and said, “You shouldn’t have been out there.”

My mum calmly explained exactly why my dad had intervened, but instead of listening, the staff member dismissed the concern and insisted that “they would’ve taken it off.”

The reality is simple: we had watched them preparing to drive away with it.

That response showed a lack of professionalism and a lack of respect. Disabled passengers and their families should not be made to feel like they are the problem when they are trying to prevent staff mistakes.

What happened on the ambulift was genuinely dangerous

The most serious part of the experience happened when I was transferred into my wheelchair and placed onto the ambulift.

A member of staff parked me at the back of the ambulift but did not strap my wheelchair down. She then left the lift to drive it, while another colleague sat at the front.

She drove at speed towards the terminal, and during that journey my wheelchair tipped backwards. My front wheels lifted off the floor, almost like a plane taking off. I had to grab the side rail to stop myself from falling.

My mum and the second assistant then had to physically hold my wheelchair in place for the rest of the journey to stop it tipping again.

Only after this happened did the member of staff ask, in what felt like a patronising tone, “Are you okay?” repeating it several times despite how clearly distressing the incident had been.

This was not just poor service. It was a serious safety failure.

Disabled passengers deserve better

No one should have to fear for their safety while simply trying to get off a plane.

The mishandling of my wheelchair, the dismissive attitude from staff, and the dangerous way I was transported on the ambulift all point to a wider problem: a lack of proper training, a lack of accountability, and a lack of respect for disabled passengers.

Airports and assistance providers have a duty to get this right. Wheelchairs must be treated as essential mobility equipment, not as baggage. Assistance staff must communicate with professionalism and empathy. Most importantly, safety procedures must be followed every single time.

A call for accountability

I am sharing this experience because it needs to be heard.

If anyone from Liverpool John Lennon Airport or the passenger assistance team reads this, I would welcome a response. Experiences like mine show why there must be better training, better communication, and a much stronger understanding of what respectful and safe support actually looks like.

Disabled people should be able to travel with confidence, not anxiety.

What happened to me on 4 April 2026 should never happen to anyone else.