Disabled BBC journalist Frank Gardner accuses Heathrow of discrimination after being stuck on a British Airways flight for over an hour due to missing high-lift truck

Travel can already be exhausting, especially after a long-haul flight.

Now imagine being stuck on a plane for nearly two hours simply because the equipment you need to safely get off isn’t ready.

That’s exactly what happened to Frank Gardner, the BBC’s security correspondent, who faced this frustrating ordeal at Heathrow Airport recently.

Frank Gardner’s Experience After a Long Flight

Frank, who has used a wheelchair since 2004 after surviving a shooting attack by Al Qaeda in Saudi Arabia, arrived at Heathrow’s Terminal 5 after a 13-hour flight from Singapore.

While most passengers quickly disembarked via buses after the plane landed, Frank was left waiting over 90 minutes for a special medical lift to help him get off the plane.

Normally, Heathrow ground staff from contractor Wilson James assist disabled passengers at remote stands using this high-lift equipment, especially when airbridges aren’t available.

But on this day, the lift simply didn’t arrive on time, and Frank was stuck waiting well after all other passengers had left.

Calling Out Discrimination and Delays

Frustrated, Frank took to social media to express his annoyance.

He posted a photo of the plane’s open doors and wrote how Heathrow seemed to be slipping back into old bad habits by leaving disabled passengers waiting unnecessarily.

He made clear that the British Airways crew were supportive — praising the captain who refused to leave the plane until Frank was safely off — but that the airport’s failure to provide timely assistance was “discriminatory.”

Heathrow responded publicly, explaining that passengers needing the high lift are asked to wait until others have disembarked first, and invited Frank to share more details privately.

But Frank pointed out that the main problem wasn’t waiting behind other passengers — it was that the high-lift never showed up.

Behind the Scenes: What Went Wrong?

In an interview, Frank explained how after a long overnight work flight, having to wait so long just to get off the plane was disappointing.

He saw the captain making repeated calls to those responsible for the equipment, but no one answered.

Frank emphasized that while this isn’t a frequent problem, in 2025 it shouldn’t be happening at all.

He highlighted how other airports seem better organized and how this issue boils down to poor resource management and communication between the airport and ground handling teams.

He also wondered how many disabled passengers endure similar delays silently without speaking out.

Heathrow’s Apology and Explanation

Heathrow later told MailOnline that the delay was caused by their team attending a medical emergency, which temporarily reduced the availability of vehicles like the high-lift truck.

They apologized sincerely for the inconvenience and offered to cover Frank’s additional waiting time for his car as a goodwill gesture.

They reaffirmed their commitment to making the passenger experience smooth for everyone.

A History of Accessibility Challenges

This incident isn’t the first time Frank has spoken out about accessibility struggles while traveling.

Last October, he criticized LOT Polish Airlines after being forced to crawl along the plane floor to reach a toilet due to the absence of an onboard wheelchair — an experience he called degrading and humiliating.

LOT apologized and said they were working on solutions to equip short-haul aircraft with wheelchairs.

Back in 2018, Frank also faced issues at Heathrow when staff lost his wheelchair on an Ethiopian Airlines flight, causing a two-hour delay to disembark.

After that, he even met with Heathrow’s chief executive to discuss ways to improve accessibility.

What’s Next for Accessibility in Airports?

Frank Gardner’s experience raises important questions about how airports handle passengers with disabilities.

While staff may be helpful and compassionate, systemic issues with equipment availability and coordination still cause unacceptable delays.

Improving communication, allocating resources better, and learning from other airports could make a huge difference in ensuring no one faces such a long wait or feels left behind just because of their disability.

The hope is that these conversations lead to real changes — so that all travelers, regardless of mobility needs, can move through airports with dignity and ease.