Heathrow has apologised to disabled passengers after a new survey showed almost a third were unhappy with the special assistance.
The airport has spent £23 million improving access and support but that hasn't stopped some feeling that their ability to fly is being restricted.
Alan Benson used to fly regularly from Heathrow but says he no longer travels by plane because of the issues he continually faced. On one occasion he arrived on holiday to find his electric wheelchair broken in the hold.
Which? magazine surveyed disabled passengers using the country's five biggest airports and Heathrow came out the worst with 28% unhappy with their assistance service. Manchester was second with 22% dissatisfied. Luton was third with 20% unhappy.
Heathrow says it is sorry for the experience some of their passengers. Alan was able to get the money back for his broken wheelchair but there will be many other like him who have been put off flying for good.