Wilson James Limited

Avoid if you need accessibility assistance... seriously. I booked wheelchair and luggage assistance for a transfer between terminals at Heathrow, and I even checked twice in advance that this was possible. On the day, I got to the airport 3 hours early and still had to wait about an hour for someone to show up. When they finally did, I was told the bus would take 45 minutes, so I'd have to walk instead, even though I'd booked a wheelchair specifically because I can't walk that far. My only "options" were to walk or pay for a taxi myself. I had no money for a taxi and no time either, since check-in was closing in 30 minutes because of how long they'd already dragged this out. I told them straight up that walking would leave me bedbound and in hospital, but they said there was no other option. I ended up walking miles in total, and I genuinely did end up in hospital because of it. On top of that, every member of staff seemed to say something different. I asked the same question to about 10 different people and got 10 different answers, mostly made up on the spot. On the way back, I was told they couldn't take me to the underground or help with my luggage at all, even though I clearly had bags and this is literally an airport. I also didn't appreciate staff speaking to each other in a language I didn't understand while they were meant to be assisting me, sometimes laughing, before turning back to answer me. There were definitely moments it felt like I was being talked about, but I had no way of knowing what was said. When I complained to Heathrow, all I got back was a generic "Wilson James apologises" message. It felt completely hollow, especially considering this actually put me in hospital. If you need accessibility support, just know there's a real chance you'll get inconsistent information, long waits, and could be forced to walk distances you've already explained you physically can't manage. This is my experience from 2025 which I am editing as it was removed for some reason.

I would like to voice my concern and total dismay at the treatment we have received today on arrival from Dubai on EK005. My wife and l are both disabled. We have a car booked, waiting to take us home. We had to change wheelchairs twice to get to the Special Assistance holding area somewhere in the bowels of terminal 3. We were then told that there are 4 passengers ahead of us and we will have a wait of half an hour. We have been waiting over an hour and fifteen minutes now. We have no idea where our luggage will be as all passengers must have taken their luggage and gone. We have no idea if our booked transport will still be waiting or will have given us up as a no-show and gone. This is the most diabolical service that is being provided by your company. It’s an absolute joke. Abdul Virji

Great company, great Safety record and great support top the community