Heathrow Advice
 

Hello,
On 18/19 December, we are flying from DFW to LHR and then on to BLQ (Bologna). What was originally a 90 minute layover has been shortened to a 60 minute layover... we land at 7:35am and our flight to Bologna departs at 8:35am.
We connect through LHR once or twice annually and we've never had less than 80 minutes, so this adjusted schedule has me very concerned. Due to our almost 5-yr old and 7-yr old sons, we can't really race through an airport. We can move reasonably quickly, but sprinting isn't an option.
Both flights are on BA. I've already looked at BA's flight schedule on 19 December and the next flight to BLQ departs 6 hours after our currently ticketed flight. I hate to seek out that type of layover (7 hours) with two young children beforehand if there's a chance we might make the original flight.
Thoughts?
Thank you for any and all input - please speak frankly!
Jill

P.S. It appears that we arrive in Terminal 5 and depart from Terminal 5.

Are you flying Business? If not, that is awfully short if you have to shepherd a 4yo (the 7 yo is on his/her own :) )

Getting small children off the plane and to another gate (it can be a very long walk) will be difficult.

I would contact BA and see if they will arrange to have a motorized cart/driver meet you.

Hi janisj,
No, we are not flying business :( Our kids have been flying routinely since infancy and have never had a bad flight (knock on wood), but I just never wanted to risk the disturbance to others in the pretty expensive business class if it ever did happen.
Thank you for the suggestion to contact BA about a motorized cart!

That's a very short amount of time to transfer. Remember that 7:35 a.m. is when your flight lands on the tarmac assuming it's on time. Then the plane has to get to the gate, passengers disembark and then you'll have to make your way through to connecting flights and departure gate. Having a motorized cart transport you may help, but it may not be enough especially if flight is delayed. Letting the flight attendants know you have a short connection time may help or not. Really depends on your fellow passengers. Some will be accommodating and others simply won't care. I'd suggest contacting BA but getting answers/solutions from them may be next to impossible.

3 weeks ago I came into Heathrow on a BA flight and out again on another BA flight, to Rome, both T5 and I assumed that being in transit I'd avoid a security check. But there was one, no immigration but another security line. It wasn't time consuming but in your situation it will slow you down.

But even so, I probably wouldn't change my flight. It's BA's responsibility, assumjng your flights are on a single itinerary, to get you to your destination and you'd likely be put on the later flight if the worst happens. But I suspect you'll be fine.

Yes -- there definitely will be a security check. <u>Everyone</u> transiting to another flight through the UK - even staying airside, will pass through security.

too tight, talk to BA

Thank you all for the input.
Our flights are on a single itinerary, purchased through AA as the return part of our trip is on AA. The troublesome DFW-LHR-BLQ jaunt is all BA flights. When we looked last summer, there was a longer layover. BA later adjusted the schedule which is how we ended up with only 60 minutes.

I'll call BA in a bit. Our oldest son, the 7 yr old, has a disability (very high functioning autism). We do not ever utilize special services or lines because he doesn't need them, but he certainly legally qualifies. We've just never felt comfortable using things he doesn't need when others really do need them.

My niece is like that, by now, if she knew she would be calling BA herself... :-)

The minimum connection time for flights in Terminal 5 is 60 minutes, so they may not change your flight times. But I'd still ask.

a 4yo and a special needs 7 yo - it is a 'legal' connection but will be VERY difficult without motorized transport.

Call BA <u>TODAY</u>.

<<Remember that 7:35 a.m. is when your flight lands on the tarmac assuming it's on time.>>

No, that's gate arrival time, not landing time.

<<Our oldest son, the 7 yr old, has a disability (very high functioning autism). We do not ever utilize special services or lines because he doesn't need them, but he certainly legally qualifies. We've just never felt comfortable using things he doesn't need when others really do need them.>>

This isn't an issue of usurping the needs of others. You'll need BA to help you make that transfer. And even most high-functioning residents of The Spectrum (which is really how the medical community should label this because it always discusses where kids fall on the autism "spectrum," especially now that the docs have stupidly rejected Asperger's) usually are thrown off by non-routine situations (dunno if true for your #1). Don't feel guilty when BA is creating a situation that screws you.

There aren't many options to change to, either it will be a long wait at T5 or arrive on AA at T3 or connect via another city to LHR or to BLQ. None of them are great. I'd be inclined to leave the booking as it is. If it arrives at the gate at 0735, there is a chance to make the connection.

Alot of the time transatlantic flights arrive early in the UK, especially the early morning ones, hopefully this will be the case. Some gates at T5 are only accessible by transit train and no one knows which gates in advance of the day of travel. If the connection is missed, BA will put them on the next available flight, which on these dates, might not necessarily be the next flight. BA already know it is a short connection, the cabin crew will know who those passengers are on the day, ask to be let off the flight first, ask BA for meet and assist service to help escort thru flight connections (needs to be prebooked).

I was wrong about arrival times but you still need to contact BA as it's going to take every advantage you can get to make your next flight. BA can be helpful at times. Let them know your situation, request motorized transport and don't be shy about asking for meet and assist services to help you get to/ through security and to departure gate on time. Hope all goes well for you.

Updating... The BA representative insisted that motorized transport could not be arranged ahead of time or even from the departure airport (Dallas). He said that it could only be arranged upon arrival in London.

He also said that since we had a 60 minute layover and 60 minutes is the minimum recommended layover, motorized transport wouldn't normally be granted except in the case that disability made it appropriate. That's not quite a shoe-in for us. As Russ pointed out, autism is a vast spectrum and our son is one of the fortunate ones, so to speak. From severely affected at age 2 to very high functioning now due to a childhood spent in dawn-to-dusk therapy. Mainstream in school, sports, and every area of life. In any case, he isn't going to melt down over rushing (but he's 7, and we also have one that isn't quite 5!). Where the challenge would be is if we miss the transfer and have a 7 hour layover in an unfamiliar place. That's hard on any kid. It's particularly hard for a kid on the spectrum. But those dots couldn't connect for the BA agent who said that since we didn't need wheelchair-type mobility assistance, to just take it up with the staff in London.

He was willing to assign us seats together without charging us (not sitting right next to the noise of the lavoratory is a legitimate need), but he wouldn't assign any closer to the front than Row 42. Perhaps the first section of economy - rows 28-37 - is premium economy? I'm guessing we won't be off the plane for a good 12-15 minutes after arrival at the gate with this seat position. Please correct me if I'm wrong on this estimate :).

His overall guidance was to leave the reservation alone because BA would just book us onto another flight if we don't make the transfer.

:(
I wish I had my 45 minutes of hold time back!

I would also have some change of clothing in my hand luggage, you might make the connection, but your luggage may not

>>He said that it could only be arranged upon arrival in London. <<

That seems ridiculous -- I know AA arranges transport in advance. That won't help you at T-5 though :(

>>Where the challenge would be is if we miss the transfer and have a 7 hour layover in an unfamiliar place. <<

There is no guarantee you could get on that flight 7 hours later - they will put you on the next flight <u>with four available seats</u>. That could easily be the next day, especially the week before Christmas

I would get back on the phone to BA - at least if they change you to the later flight you will KNOW what is happening, and not that you might need to spend a night in London.

If you do get stuck with a 6-hour wait, please book a day room at the Sofitel in Terminal 5. Definitely worth it to have a quiet place to nap.

Are your two flights on the same booking number (PNR)? If not, there's the problem that BA won't interline luggage, even from BA to BA... at least you won't be able to count on it and that alone could mess up your transit time.

If your flights are all on the same booking number, you are protected and if you don't make it, they will rebook you. If your flights are on different booking numbers, you probably won't be able to get through immigration and recheck your luggage in an hour.

Since they changed the flight time, they should rebook that flight without charging any change fees.

If everything were to go perfectly, you could possibly make it especially from business class, but so often things don't.

Both flights are on the same booking reservation. Unfortunately we are not in business class. We could have gone that route, but I've just never wanted to do that with young children. Knock on wood, we've never had anything but truly excellent flights with ours and we travel to Europe 1-2x annually, but there could always be a first time! And our fellow business class passengers would have paid a lot of money!

Thank you all for your input. The next BA flight from LHR to Bologna is 6 hours after our original flight. I'm going to look at One World carriers to see if anyone else has a flight to BLQ a bit earlier.

Appreciate the tip on the day use rental of a room at the Sofitel!

UPDATE -

Our LHR-bound flight was delayed and we arrived about ten minutes after schedule. That was enough to cause us to miss our connection to BLQ. The security gates in Terminal 5 will not allow you through if you're within about 30 minutes of your flight's scheduled departure.

As anticipated, the later direct flight to BLQ was booked. The one that BA wouldn't change us to earlier on when I called them weeks ahead of the trip. There was only 1 option with 4 seats and it would have required 3 connections. I suggested the British Air agent search for a flight to Florence instead and he found us a direct flight from Gatwick. So... we took the Gatwick Express bus (vouchers provided from BA), ate a very mediocre lunch in Gatwick at Jamie Oliver's casual restaurant (40 pound voucher provided by BA), and took a Vueling flight to Florence from Gatwick.

AutoEurope was great about changing our rental car reservation when I called them from LHR. We picked up the car at FLR, drove about 80 minutes to Bologna, and arrived safe and sound... just about 9 hours after planned and with an extra $275 in rental car fees we wouldn't have otherwise had.

Feedback on British Air.
Their at-the-gate boarding staff has only received training re: mobility-related disabilities. There was a family with an adult individual with Down Syndrome (and possibly autism as well) who requested early boarding and had to patiently educate the agents who initially denied their request.
There was absolutely NO ONE available to help upon landing. There was no alternative at LHR after missing the connection other than to wait in the 1.5 hour line to speak with an agent. The agent was great - professional and helpful.
Our kiddo did great so none of this was an issue for us, but just a few years ago, it sure would have been.
In summary... BA still has quite a bit of ground to cover as far as assisting passengers with disabilities other than mobility-related.

Interesting and glad it worked for you but in the numerous times I've flown BA they have been vey good at early boarding for those with small children, or those with disabilities. I can only suggest that each experience is determined by the one or two people working at the gate. I hope you notified someone with BA as to the problems encountered as this is the only way in which staff can be held responsible.

Did you request help with landing? In such a case, I'd speak to the flight attendants before landing and ask them for help.

Too late now, texasaggie, but for the assistance of others, here is the Heathrow airport guide to facilities for those with hidden and cognitive disabilities.

https://www.heathrow.com/airport-gui...e-disabilities

What I failed to find was how to organise assistance on arrival at the airport as opposed to departure from it, however under the Equality Act 2010 your son was entitled not to be subjected to discrimination as a result of his disability. So both BA and the airport should have been taking reasonable steps to assist him and you.

So in the first instance I should complain to BA about their failure to make reasonable provision for your son's disability of which you informed them a long time in advance, and asking for compensation for their failure to book you onto the later flight. A complicating factor of course is that your contract may well be governed by US law but I assume that you have similar legislation.

Good luck. I'm glad it didn't spoil your trip.

What did you think of Bologna? I'm going to a language school there in about a month's time. Any tips or recommendations?

Hi historytraveler,
Great point about each experience being specific to the personnel working that specific flight. I do need to send them a polite, constructive email.
We had requested help with landing weeks beforehand when we realized BA had shortened our layover to 60 minutes, but were repeatedly told that nothing could be arranged before landing in Heathrow. The flight attendants said to look for agents upon exiting the plane... but there was absolutely no one there except for employees assisting specific wheelchair passengers when we landed.
Once denied access through the electronic security due to being too close to departure, there was no alternative other than the line with 50+ people in it for rebooking. We were fine, but for many (many, many) individuals on the autism spectrum, it would have been a recipe for sensory overload with the noise, the crush, the wait, the bright lights, and the change in the expected routine.
All in all, it turned out ok for us; I'm certainly not livid or swearing off BA. We are headed back to Italy in June and will likely fly them again. Our kiddo has been traveling internationally since he was an infant, has had years of intensive therapy, and did just fine. However, I can also honestly say that there are definitely areas where improvement is needed for individuals with disabilities other than mobility-related. Delays happen to everyone. Schedule changes shorten layovers. Also, to everyone. It's the "after these situations happen" area where the process needs some work.

Oh, I absolutely agree. I think you have taken a very positive and, hopefully, effective position. Any airline needs to be reminded of its responsibilities to their passengers especially those that need special help. Too many times people just get angry, rant and consider law suits. This seldom does little in correcting mistakes. I think your attitude helped the situation tremendously and think your young man has learned much from his parents which in turn allows him to cope so well.


Do have a great trip this summer and hope this time everything goes flawlessly.

Hi ann!

We loved Bologna! Lovely old town with a Medieval feel but very, very lively due to the large student population. Amazing food. Not just the famous dishes either. The soups were unbelievable. We stayed in an apartment in the university district and liked the area. The scaffolding around the Neptune fountain came down on our last day there - your view of it will be nice and unobstructed :). Heads up that the renowned Etruscan collection in the archaeology museum is closed until 2019. The Roman and Egyptian collections are still open.

Thank you for the info on LHR. I've shared it to a couple of the special needs parents groups I'm a member of. Very much appreciate it.
Once the jet lag lifts, I'll send a constructive and polite email to BA re: our experience.

Having some experience with invisible issues like Sensory Processing Disorder and Autism, I want to say, you seem like an incredible parent. I wish more people understood how painful the environment can be for little ones suffering from this. What looks like a child acting up is really a child experiencing pain. Frankly, it was an eye opener for me to learn about it. Kudos for your devotion to helping your child cope so well. Never feel bad using any services to help you and your family. You deserve them just as much as those with visible issues.

Glad you were able to make things work as well as you did, hope your next trip is perfect.

I so admire you. We get so many rant posts when any little thing goes wrong and you are so 'calm/reasonable' about BA dropping the ball. I really would contact them and voice you very understandable concerns.

I think you have to "give forward" and put some pressure on BA to explain all their errors and what they have to solve

We all could see the issues before they happened and yet BA can't (it is their business after all).

My mother was blind and I have a close relation on the spectrum. I and my family never (never) allow companies to to F@@@ up over any disability, ever. Be nice but:-

1) BA have a legal duty (see ann's note)
2) the press in the UK is live with a story of hidden disabilities at airports not being sorted correctly.
3) tomorrow someone who does need help will not get it
4) the staff on the counter are not doctors, but they do need to be trained to offer the right services.

thanks for the tips, TexasAggie. Nice to know that I'll be able to get a proper view of Neptune in all his glory, and honestly I'm not too fussed about the Etruscans so I can live without the Museum collection being available - I'll make do with the Greeks and Romans.

I also admire your sang froid but I hope you do write to BA and LHR who need to be told that people arriving have special needs just like people leaving do.