James
Google
Our recent experience with Special Assistance at Cork Airport was deeply disappointing and, frankly, embarrassing — particularly knowing that international visitors with disabilities may encounter the same standard of service.
Three days before departure, I emailed the Special Assistance team outlining my requirements. I completed all required forms, explained the type of wheelchair I use, and even downloaded the airport’s recommended app to upload my details there as well. I made every effort to ensure the team had clear advance notice.
On arrival at the airport, we attempted to call the Special Assistance number multiple times with no answer. We were left asking passers-by to help lift baggage from our car. When we reached the Special Assistance desk, it appeared completely unmanned. After some confusion, we noticed a small note stating: “This desk is unmanned. Please pick up the Phone and dial zero.”
It was genuinely unclear whether this was serious. After calling, I had to re-explain all of my requirements — despite having already submitted everything in advance. The staff member then emerged from a door behind the desk. It appeared the team were inside a back room rather than present at the desk.
For disabled passengers, first impressions matter. A visible, welcoming presence is essential. Instead, the process felt confusing and impersonal.
We were then brought toward security before staff realised we had checked baggage and had to return downstairs to check it in. This added unnecessary movement and stress — particularly given that my wife is six months pregnant, we had a nine-month-old baby, and I use a wheelchair.
The most serious issue occurred during boarding. I was transferred to the aisle chair to board the aircraft. I was not properly secured before movement began and I fell from the chair onto a member of the cabin crew, cutting my little (baby) finger across the joint in the process. The injury required attention and photographs were taken. While thankfully the injury was not more severe, this was a preventable safety failure. A fall during an assisted transfer could easily have resulted in a serious head injury, fracture, or harm to cabin crew. Proper securing procedures during assisted transfers are fundamental safety requirements. This incident should never have happened.
On our return to Cork Airport from Lanzarote, we were left waiting on the aircraft for approximately 30 minutes after all other passengers had disembarked because Special Assistance were unaware that assistance was required. This is despite the fact that I had completed all necessary forms before departure.
When assistance eventually arrived, the explanation given was that the flight crew had informed them there was no passenger requiring assistance. It is concerning that the system appears to rely solely on verbal confirmation from flight crew rather than verified pre-submitted passenger data. A breakdown in communication should not result in disabled passengers being left stranded on an aircraft.
To be fair, one member of the team on arrival was particularly helpful and assisted us professionally to our car. His support was appreciated.
However, the overall experience reflects systemic issues:
Lack of visible staffing at the desk
Poor communication processes
Inadequate transfer safety procedures
Failure to properly log and track pre-booked assistance
For an international airport, and one representing Ireland, this standard is not acceptable. Disabled passengers deserve dignity, safety, and reliability — not confusion and risk.
I hope this feedback leads to meaningful improvements in training, communication systems, and passenger experience.
