HUNDREDS of disabled holidaymakers were left stranded at airports across the UK due to errors and failures with assistance services, a Newsquest investigation can reveal.

Figures released by the Civil Aviation Authority under the Freedom of Information Act, and analysed by Joanna Morris of Newsquest’s Data Investigations Unit, revealed that at least 700 people at 19 airports across the UK missed their flights between 2015 and 2018 - despite booking additional assistance.

Records show that 27 passengers in Manchester missed their flights – with the airport presumed to be at fault – and a further eight cases in Liverpool.

At Liverpool John Lennon Airport, there were three instances of passengers who had requested assistance being 'forgotten' in the waiting area with a lack of staff blamed while another passenger was left at the incorrect gate.

In Manchester, two passengers were also directed to the wrong flights while others were held up by security checks or had a problem getting from the station to Terminal One.

One of these passengers travelling from Manchester Airport was Ruth Stillme who recalls her ‘unpleasant experience’ at the airport with her three children that have additional needs and wheelchair dependent husband which has put her off flying for there again.

She said: "There was no special assistance was available in Manchester, despite us pre-booking. They had run out of lanyards for invisible disabilities, left alone with nothing at all despite having evidence with us of children's significant additional needs and necessity to get assistance.

“We ended up with three frightened children, who then got split up from their dad to board the plane. I had to juggle them alone across the tarmac with not even an offer for anyone to hold a child's hand or a bag.”

Mrs Stillme says her returning journey was ‘horrendous’ because of the initial mistakes.

EU rights stipulate that passengers with disabilities or reduced mobility are legally entitled to support – Special Assistance – when travelling by air.

Help should be available from the moment passengers arrive at the airport and covers the journey through the airport, boarding the aircraft, the flight, disembarking, transferring between flights and travelling through the destination airport.

Airports and airlines must provide this help free of charge, with most contracting companies to deliver the service.

Chris Wood, founder of the Flying Disabled campaign group, said: “The numbers may be small but these are people who have booked assistance and, in many cases, have not had the response they were entitled to. The airports and airlines are paying companies to deliver this service and move people around the airport to get to their flights – we’re not asking them to run the country.

“There is work being done to make things better but it is terrible when you’ve got a passenger who has done everything correctly and has then been let down.

“They can lose a day from their holiday or miss connections and the impact can be massive.

“They have got to make this service a whole lot better, we are human beings and need a better infrastructure – better training, IT and more attention to detail would help.”

A Department for Transport spokesperson added: “It is completely unacceptable for anyone to be prevented from travelling due to their disability, and we are committed to creating a transport network that is inclusive for everyone.

“Part of the Aviation 2050 consultation, our proposed passenger charter centres on improving the flying experience for passengers with disabilities, seeking to strengthen accessibility standards, ensure better training for employees and raise awareness among disabled passengers of their rights to assistance.”