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Handicap Assistance at Charles de Gaulle - Our Experience

Handicap Assistance at Charles de Gaulle - Our Experience

Old Nov 29th, 2015, 11:53 AM
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Handicap Assistance at Charles de Gaulle - Our Experience

If you plan to use Handicap Assistance at Charles De Gaulle Airport – read on.

We waited an hour and forty minutes for wheelchair assistance to the gate, which led to the first time I’ve ever heard my name echo through an airport as a plea for final boarding. Had I not made a pest of myself for nearly an hour, we would have missed our flight.

Here’s why. Passengers are assigned to a specific wheelchair assistant. Only this person can take them to the gate. No one can step in and help out, even when it’s clear that it’s all gone terribly wrong. The procedure must be followed.

I learned that we should not have waited more than 30 minutes. If this happens to you, ask anyone who will listen to find your assigned wheelchair assistant. Don’t believe anyone who says you have plenty of time. Don’t pay attention when they tell you to relax. Don’t expect the manager to speak to you or apologize for the problem.

When my friend’s wheelchair assistant was finally located, we remembered seeing him over an hour earlier. He had taken another passenger and crossed the wrong name off the list. (I discovered that error myself when I stole a look at the clipboard and pointed it out)

I hope this prevents someone from missing a flight at CDG.
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Old Nov 29th, 2015, 12:07 PM
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Thanks for posting this. I've had poor experiences in Amsterdam and at Pisa airport, and I've witnessed other people having problems in numerous other airports.

Some of the difficulties, it appeared to me, is that the people assigned to handle the wheelchairs are often very young, new employees, and left with inadequate information and back-up themselves.

I am not sure what the answer is, other than to leave plenty of extra time for departures and layovers, and also not to be shy about demanding assistance, including getting the airline staff involved. I typically call the airline the day before to confirm and extract promises about wheelchair service being provided (I sometimes travel with my mother, who cannot walk forever through airports with a carryon) and get the check-in desk involved when I arrive.
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Old Nov 29th, 2015, 12:14 PM
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Sorry this happened to you. I only have one experience with handicap assistance at CDG, and everything worked beautifully and quickly. Same with the SNCF. I was in a wheelchair from the time I boarded at Dulles until the time I got off the train 32 hours later in Périgueux, and there wasn't a single hitch and all the wheelchair attendants were prompt and solicitous.
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Old Nov 29th, 2015, 12:21 PM
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I used handicap assistance for my mother at CDG. Basically, the wheelchair assistants know exactly how much time they need to take people somewhere, and they do not do it ahead of time. So you can find yourself waiting for an hour in one zone when you would very much like to be in the next zone -- such as the departure lounge. But no, that's not the way it works.

Therefore, my main advice would be to not bother arriving ahead of time if you need wheelchair assistance.
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Old Nov 29th, 2015, 01:06 PM
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I used the wheelchair service at CDG after my late wife was released from a hospital in Paris. It was one of the most remarkably efficient experiences of our journey. The attendant's navigation through passport control, security, and, ultimately, priority boarding was like a knife through butter.
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Old Nov 29th, 2015, 01:49 PM
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I picked up my mother and aunts a CDG a few years ago and all three of them used wheelchair service - coming from the plane the assistance worked wonderfully. They even wheeled them right out to the front of the taxi line which helped enormously.
On their way home I remember dropping them off at a special section but didn't hear about any difficulties they had. All I remember was that it was right next to Laduree cart and my aunt did some extra shopping!
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Old Nov 29th, 2015, 03:52 PM
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Had a wonderful experience at CDG in 2013. I always tip the assistant well, and we had the same young woman arriving and departing. She took our departure info upon arrival and was very efficient. No complaints.
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Old Nov 29th, 2015, 08:54 PM
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You should not tip wheelchair assistants.
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Old Nov 29th, 2015, 11:28 PM
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Both my Mum and my Dad had used these guys all over the world for many years. My mother was blind and very tough (think little lady with sharp elbows).

Both knew you made a lot of noise at these pick up points, they became super friendly, noisy, gregarious etc and made sure they were the most noticed people around. (not something either of them normally did, but they both came from the hotel trade so knew how to fake it)

Over the years they never got lost, my mother caused a New York cop to use his bull horn to get a bus driver attention for her and they got a lot of fry rides.

You catch more flies with honey than vinegar
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Old Nov 30th, 2015, 01:43 AM
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The fact that it worked for other people doesn't mean people don't encounter problems, even when they are being nice:

http://edition.cnn.com/2015/10/25/us...-disabled-man/
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Old Nov 30th, 2015, 02:43 AM
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I appreciated the OP's modest subject line ("Our Experience") rather than scare tactics ("Beware"), threats, ("Don't Use"), and their reasonable language. very refreshing.

Stuff Happens, and it is useful to know about it. It is also nice to know that most people report good experiences and that showing up early is likely to make the experience worse rather than better. I am a compulsive Early Bird, and I need to know this.

At the same time, because Stuff Happens, having a Plan B and C is a good idea.

Our daughter and SIL needed to get from the 5th to CDG this morning when traffic is impossible, and they were on the RER by 0600. But I hope they had a Plan B, just for Dad's sake!
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Old Nov 30th, 2015, 04:54 AM
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Things like this usually go well, until they don't. We've had seamless experiences using wheelchair assistance for my FIL, but the OP is useful info for times when there seems to be a glitch.
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Old Nov 30th, 2015, 09:55 AM
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sounds like all the good things about CDG's service may be true, but they aren't going to help if you get you name wrongly crossed off the list like the OP did.

good tips on what to do to get the best out of the service, we may all need them one day.
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Old Nov 30th, 2015, 04:08 PM
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Kerouac, you don't tip them at CDG? I guess they get paid pretty well then, as here in the US, I'm sure they depend on those tips. It's sometimes difficult for Americans to adjust to that no-tipping culture, when here there is a "tips cup" on every counter you see!
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Old Nov 30th, 2015, 10:46 PM
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The two times I travelled through CDG with pre-arranged wheelchair assistance, I had no problems other than a short wait (which didn't matter, because I had no connections and wasn't in a hurry). However, in Houston and New Jersey, I had to be very pro-active, because nothing was organized in those airports and I almost missed my flight to CDG.

The assistant explained to me that CDG is a huge airport, and there are only so many wheelchairs to go around. Often there are hang-ups in security lines when people forget to mention metal implants, or are too ill to stand, or they have more luggage than the assistant can manage, so they have to call someone else to help, etc. So things take longer than you hope they will, but usually for a good reason.

The wheelchair assistants are not allowed to accept tips, and can lose their jobs if they are caught doing this. Remember, there are security cameras everywhere.

It does sound like the OP's assistant had not been on the job very long.
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Old Dec 1st, 2015, 12:50 AM
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Sue, it's like being abroad is like being in a different country
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Old Dec 1st, 2015, 07:03 PM
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Kerouac has described my experience with wheelchair assistance in France. Several years ago I needed this service in Paris and Toulouse. I was becoming worried and impatient when nobody came for me after I had been waiting quite a while. When they did arrive, it was in time to get to the gate in time for boarding. I found this stressful as I was not sure they would arrive and get me to the gate in time. I like to be early, especially when catching a plane, and don't really relax until I am in the departure area.

They do seem to plan to come for you based on the scheduled departure time, not on your arrival time at the airport. This is different from our experiences in the US, where they have come shortly after we checked in and requested the service.
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Old Dec 2nd, 2015, 09:45 AM
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Nikki - I can see me being in this situation with my mum if we try to fly anywhere with her as I can't see her walking the long distances which are sometimes needed any more, and you're not making me feel any better about it.

Perhaps we'll keep encouraging her to let the train take the strain!
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Old Dec 2nd, 2015, 08:50 PM
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If you use assistance it can be really useful to check with the assistance desk whether you're properly "on the list", and then within a reasonable timeframe to get to your gate, whether you're still on the list.

My main issue with assistance is that they put you in a special lounge for pick up, so nowadays I check in with the staff in the lounge and arrange with them a time for reporting back and confirming my pick up time.

Staff will tell you not to be worried and "relax" but it's good to always have your own plan and check up on things.

That being said, I've met some amazing attendants, been whizzed about airports in a van, gone through the special diplomatic entrance at Ben Gurion airports, learned lots about the people assisting me, because often you spend a lot of time together.

My only negative experience was in Zurich airport where they pen you up in a very sparse "disabled lounge": it's their system, but if you have a long layover you'll be in there for a long long time.
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Old Dec 3rd, 2015, 11:34 AM
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Sue, many European countries (maybe all) have much higher minimum wages than the US, plus mandated employer benefits, like sick days, vacation time, etc. not to mention many things are cheaper than the US (health insurance, education, health care, etc.). You must know that the US is one of the worst countries in the developed world in terms of workers' rights and low minimum wage.

That doesn't mean that such a profession is paid "pretty well" compared to other ones. No country is going to pay people doing those kind of jobs a really high salary comparable to professionals and jobs requiring more skills and education. But no, they don't have to depend on tips as much as in the US where employers are allowed to pay very little and give zero benefits, nor is it up to the vagaries of what people tip as to someone's compensation. I think the minimum wage in France is about 50-75 pct higher than the US, but that's just part of the equation.
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