Omniserv Omdömen 75

Brilliant customer service even though some didn’t want to help me with out this particular guy I would have not even known what to do he made sure I got to where I needed to be and made the necessary calls to get me to the right place Heathrow need more workers like him managed to serve me aswell as multi task and provide exceptional service to other passengers whilst dealing with me his name was mr shohidul Hoque

On 19th Dec.2018 at 8am we arrived at Stansted SA Desk,a wheelchair was brought for my partner and she sat in the chair she complained about feeling cold and i found her extra clothing,I must point out she has had brain surgery in Addinbrooks hospital Cambs.When we arrived at Jet2 Malaga stand a lovely Jet 2 rep helped her up to notice she was soaking wet due to the wheelchair being let out in the rain the Jet2 rep Tracy has made a full report and took Mrs East to the ladies to dry her clothing under the hot air dryer this lasted more then 15 minutes She had to travel without underwear and your staff never helped and indeed thought it funny,Ryan air helped by giving her wades of tissues to pad her trousers and to sit on.It Every part of the black padding on the wheelchair was soaked as the black padding is not waterproof..I will be writing to you company for your comments and compensation.David Morgan.

Hi I work at London Stanstead with the
Omniserve customer support area.
We all work Exsteamly hard , are under paid
And not at all appreciated by staff or other airport colleagues.
This is a very unrecognized hard job.
Most of us Love our Job , some of the staff think it's easy to just plod about!? It's not.

On an average day I walk over 10+ miles a day.
Most of our passengers are really lovely, giving us compliments talking to us and always being grateful, we always try our hardest to get them all they need, before their flights, and if they arrive late, we run round trying to ensure they don't miss their Flights.
In seven months I've never had a missed flight.
I love my job, but it's very disheartening when people are so quick to complain but not fast enough to compliment.!!!!!

Worst company ever. I got invited for an interview in London Stansted a month ago just to travel from Welwyn Garden City to Stansted BY TUBE for them to cancel it and say it is rescechuled but never emailed or called. disgusting human beings, unprofessional and so not worth a damn. a shame i even wasted my time to go there. I still want the money i spent to travel back, disgusting.

The worst possible services I have ever seen. So many members of staff but no intention to do their job. They provide disgusting services, argues among themselves and with their elderly or disable customers, very rude, unprofessional, careless and lazy people. I have witnessed today vulnerable people missing their their flights despite paying for the service and the reason is those people who are paid to do a job. I would not give them even 0 star for their rubbish services and their disgusting attitude. I wonder who is in charge and what are the measure taken if any, when they read these reviews. Absolutely shamble for Heathrow Airport T2.

As Chairman and CEO of Omniserv, in the UK, I bring the following to your attention to investigate and respond:
Firstly, I would like to thank Osman Badge Number: 121493 for the high level of care he showed me yesterday when I arrived from Rome on flight BA 559 at Terminal 5.
I was witness to a three callous/ uncaring conversation between him and his controller. The controller was persistent in asking Osman to abandon me. The first call at the gangway at the aircraft, and then again when the controller called him at the baggage carousel and yet again on the way out. The matter was unpleasant but Osman was persistent in reminding the controller that I was incapacitated and has 4 separate and large items of baggage, and I could not manage. He kept his cool and did his service professionally. Geoff Oakes a name I got from Osman through indirect questioning.
I had booked a level 3 wheelchair service many days prior and I had also telephoned BA on the 5th October. The service is my right and that I want my complaint to be investigated. I will make this complaint to British Airways, the Heathrow Airport Authority and will also post it on social media unless I hear from your company manager with apologies by Friday, 12 October.

No communication has been recieved.

Absolutely disgusting service at Stansted airport, under staffed, chaotic, on the flight out and on return, was left on the flight when returning for an hour which delayed the plane leaving, my husband is currently at the airport and has been delayed for over an hour as there is a disabled passenger on the incoming flight and they have no one to assist, shame on you Stansted airport for using this inept contractor to treat your disabled passengers in such a disgusting way

I travel on the staff bus service run by Omniserv from the north terminal Gatwick to X car park. I would like to give a big big thank you to the bus driver who handed in my purse I left on the bus. I managed to get the phone number of the company after a long search and was told I could pick it up from there office. When I arrived at there office a very polite gentleman returned my purse to me with everything in it. I would like to say well done Omniserv for such a good, honest, team and thank you once again. I was thrilled there are still such honest people around, and of course to get my purse back. Big big thank you. From Sheila Davies

I used Heathrow terminal 5 and the assistance was appalling not enough wheelchairs or attendants. Frances who books you in for assistance is amazing trying to find wheelchairs phoning to get people back. They give you no help at security with lifting bags up and taking liquids out for screening. The staff seem extremely lazy even in the departure area you see them standing/sitting around instead of working. When i eventually got through to the next assistance area in the lounge. There was 12 wheelchairs piled up with attendants sitting around chatting and laughing. When myself and another passenger mentioned it that they are desperate for staff and wheelchairs in departure, all they done was laugh back at us. Its horrible to be disabled and treated in a uncaring way. There's not time for passengers to get a drink or something to eat before a flight is unacceptable. Other countries assistance offer to take you around duty free or to.a restaurant to get something to eat and they treat you with care and respect. I have to use this airport regularly but its just getting worse. Nobody seems to make sure thst the aytendants are working. They should drop passengers to next port of assistance then immediately return with wheelchair to departure to collect person!! Heathrow Omniserv get it sorted

MYSELF AND WIFE PLUS THREE OTHER DISABLED PASSENGERS WERE VIRTUALY HELD HOSTAGE ON A JET 2 PLANE AFTER LANDING AT STANSTEAD AIRPORT FOR 2 AND HALF HOURS BECAUSE THE DISABLED ASSISTANCE WE SHOULD HAVE HAD BY OMNISERVE HAD GONE HOME SO ALTOGETHER WE WERE ON THE PLANE FOR 7 HOURS THE PILOT/CO PILOT AND CABIN STAFF STAYED WITH US AND WERE BRILLIANT I WAS ADVICED TO WRITE /TEXT TO JET2 AVIATION CONTROL ETC BUT TO NO REAL SUCCESS AFTER 11 TEXTS IT IS SUCH A SHAME THAT JET2 IS INVOLVED ,HAVING SUCH A GOOD NAME AT PRESENT, SOME SORT OF GOOD WILL GESTURE OR RESPONCE WOULDNT HAVE GONE A MISS WHERE EVER YOU LOOK THE DISABLED SERVICE AT THE AIRPORTS ARE VERY BAD CLLR MR/MRS COLBOURNE

Me my wife with 3 young children when ever we fly always booked flights tickets as Whillcher users as we requested to help with Disability&carers with young children on airport to take us as priority. But always helps assistance’s ask can you walk to outside from flight door to! Also ask some silly questions which I’m not mentioned to her. As they have on the system still why they ask? Why we need to tell all to we area disabled with proved Ppi who’s know all situations on gro. System! Which resonantly we was Aruvaid on Heathrow air date 13/07/2018 time 6:45am there is 2 lady one is Indiana other is African which they first ask some questions which we answered after they said we can not take you out sides on Whillcher you need to walk outs where is buggy’s!!! As we said we can’t make this some of Madical condition after some argument they take outside and aks to come out from Cher’s and wait on here we’ll not take you...!!! They are very rhode and bad behavior!!! also asked other African guy what we do to this guys and the African guy also with them and said live they‘am here you do your other things!!! We are shocked and varied also panic. Big breath and open my eyes and see my children and I ask please can you be able to push Whillcher to take out sides be coz your Brther waiting in car Park so my children said no problem Mum and dad we we’ll take you to the car and don’t painkilling relax as we left the place we all thaw way come to near immigration site near people line up and both lady assistance come to us and hold the both Whillcher’s and said you can’t go!!! You brace the rush!!! And we call the police and costume officers!!! I said please don’t thirties as you lots not help and make us left and wait there by the time Indiana lady brings one off Custom officer who with what experience the officer and after he infatuated situations and he decided to go on to other Whillcher and ask if your children can mange to take you as we said ya be coz we can’t trust them Whillcher assistance who don’t have manses also also Rhode behaviors as they don’t follow rules of disabled people’s priority which they just make ones rule to disturb disabled people’s With bad behavior which makes disabled people’s to give panicking so embarrassing in England main airport.!!! Me and my wife not happy with all embracing situation be coz if my children are not there to help us then we have to follow them which you can’t help with as Madical condition never know what can happen on Madical condition I’m not sure they are responsible or not!!! Which we can’t emerging to fly again on this situation I don’t know I always get this problem and always Shing with people and airport workers don’t know how can understand this kind of problems with disabled people. So same if they don’t like this job why they can ask to them manger!!! Why they disturbed to disabled people’s also priority whose not help by self...! Well I hope someone can understand this kind off situation! Thanks for time and kind to riding my comment best regards.

The passenger assistant who met me from the flight told me that I would have to get on and off the bus between T5 and T3 myself, including lifting my luggage myself. When I explained that I was unable to lift my bags due to my injury he told me it wasn’t his job to lift luggage and that I should have booked a porter. I told him that I had explained my injury and requirements to BA ahead of time and been assured that the team at Heathrow would be able to carry my bags. I asked if he could come on the bus with me and put forward a few suggestions such as my bag being checked-in, the shuttle bus driver helping me or someone meeting me and my luggage off the shuttle. The assistant told me none of these would be possible, said it wasn’t his fault that I couldn’t carry my bag and that my bag was light so I could definitely carry it myself. Having heard the exchange, another passenger kindly offered to carry my bag to the T3 passenger assistance desk where I discovered I was not the only person experiencing this low level of customer service. At the assistance desk there was an extremely stressed young woman working and approximately eight-ten passengers waiting for help with their travel through the airport. This staff member told three people with walking sticks that they had to make their own way to the gate as no-one was coming for them, and in a patronising voice reprimanded one of the women for bringing a bag with her if she couldn’t carry it herself. The agent then repeatedly shouted at a young woman who had a learning disability and was unsteady on her feet, saying that she had to push her companion in a wheelchair to their flight otherwise they’d miss it and it would be their own fault. I appreciate that she was overworked and under pressure but I felt like she was particularly rude to those passengers who she knew were unlikely / unable to effectively defend themselves. The same member of staff then told me that there had just been a shift change and no transfer agents were available, therefore I was looking at an hour to 90 minute wait to be taken to my gate. When I explained my injury she told me I should have checked-in my bag and that if other people came they would be the priority as I could definitely make my own way to the gate. Out of frustration, I left the waiting area and tried to carry my own bag but hurt my shoulder again and ended up having to kick my bag along the floor, through security and to a BA customer support desk where I was told there was little BA could do and I had to keep using Omniserv if I wanted support. I then went to a Heathrow Customer Support desk where the assistant questioned why I needed help if I wasn’t in a wheelchair and she told me I had to walk five minutes with my bag to reach the next Omniserv passenger assistance point, when I asked for help carrying my luggage just shrugged and said I could try to flag down a support vehicle if I ‘couldn’t be bothered’ to walk to the Omniserv desk; again I resorted to half-carrying / half-kicking my bag to the desk.Yet again, I was greeted with dismay at the passenger support point by agents who seemed unable to understand that a young woman who didn’t have a visible disability would need help, leaving me once again to carry my luggage on and off the shuttle cart.

The lack of support I received throughout my travel through Heathrow was extremely disappointing, exacerbated my injury and made me feel vulnerable. I was shocked that people employed in customer assistance roles were openly rude to me and dismissive of my mobility issues, I was even more astounded to see them treat people with long-term disabilities in a similar manner. While my injury will hopefully heal before my next trip and I’ll regain my independence, on behalf of my fellow travellers who need ongoing support I suggest the that Omniserv provide improved customer service training and disability awareness training to all staff in front-facing roles. Disability comes in many shapes and forms and is often not visible, just because someone is able to walk it does not mean they can navigate a terminal, carry luggage or advocate for their needs. . Omniserve should also schedule overlapping shifts so that even at shift change times there are still staff available to assist. I would also suggest that until these changes are made British Airways and Heathrow make clear to passengers that passenger assistants are not able / willing to carry baggage. If Omniserv do not introduce these changes, I urge Heathrow Airport to procure a new supplier for passenger assistance so that those passengers who are already more likely to be tired, in pain and vulnerable do not have to endure being treated like an inconvenience.

Having seen the bad reviews on here for Omniserv, we would like to give a very positive review and express our grateful thanks to Omniserv for the excellent service we had on Monday 25th June at Heathrow. Before our late return flight from Vienna, we requested a wheelchair (not pre-booked) at Heathrow for Mum who is 87, as it's rather a long walk back through the terminal. She can walk short distances very well but last year when we did the same journey, it became clear that it was too much so we thought we could see what could be done at short notice.
We waited on the plane until everyone had got off and within 5 mins a lady called Que arrived with a wheelchair. Very helpful and kind. She took us to a buggy where we were taken through all the security areas to the baggage carousel. She checked we didn't need any further help before leaving us.
Well done Omniserve and thank-you very much.

Shirley & David Southam

I am not disabled but had recently had an operation on one of my feet and had a cast on. So, I needed assistance getting through the airport. I flew from Stanstead airport. From arriving and finding the Omniserve place, my husband and I were treated very nicely. They were very efficient and went out of their way to make sure we were comfortable and informed. I have to give a score of 10/10 as the system works beautifully.
Thank you so much! :D

Carried away by ambulance

My daughter was injured by Omniserve staff, namely Ms Arvinder Nivas in August 2017. As a result my daughter had to be carried away by ambulance to hospital. She missed her holiday in Paris.

This occurred in the Special Assistance area. She had a knee injury (and had been certified to travel by GP) and needed to keep her leg stretched out since she was wearing a brace.

As soon as the incident occurred, there were immediate attempts to counter any fault on the part of Omniserve or any staff in question. We were told variously: "She should not have had her leg out", "She should not have been sitting near the front" – all which is frankly, quite insulting.
Passenger safety is clearly not paramount. Staff in the Special Needs area do not appear to be suitably trained – the evidence here demonstrates a lack of accountability and competence, and a level of ‘passenger disposability’ – out of sight, out of mind.

Following up with T5 Customer Service (Sam Dickerson) I was referred back to Omniserve who do not appear to have any adequate customer complaints procedure in place. There was no offer of recompense for missed flight and holiday. Over several months, further pursuit seems to have become a diminishing line, and now I must name and shame for this appalling behaviour.

I have never seen people act like this on the 12th April 2018 between 3:00am -6:30am I was witness the most disgusting behaviour by one female and one male staff member of this company in Stanstead Airport
The female staff yelled at a Deaf woman Saying are you blind and deaf or something read the sign only sir here if you need assistance . The women was in fact deaf and yes she did need Assistant .
Later on she yelled at other members of the public then later joined with a man with a beard who decided to make fun of people sure names and use non stop swearing about the customers .
I understand that it is a stressful job but in the public eye acting like this is nasty .
I wish I had recorded this behaviour !!!
Not all the staff was like this !
These two seem to be the ring leaders like a school playground .

Shocking service cost me £530
My mom was travelling with wheel chairs access and had a vat refund to be completed inside ,the desk manager and the wheel chair assistant assured me that they will get my mom to vat counter and get it verified how ever the agent posted the form without custom clearing, now my mom is back home we can’t claim the vat anymore .
I spoke to desk manager and the agent several times to ensure this does not get missed however it was completed missed and I waited outside for confirmation which I got from the agent that everything processed simply lying.
The worst wheel chair access you can ever find

Terrible service I work for heathrow but at my work they don’t provide us with staff id and I needed to go to work and they said I couldn’t use that service because I didn’t have ID.

My elderly parents were travelling yesterday on a long distance flight, and we had booked special assistance for them at Heathrow Terminal 4.

On arrival at the assistance site in Section A, there were 3 ladies at reception. I explained that my parents would need to be taken to a platinum lounge, which we had booked for them for their comfort before the flight. The lady taking the details acknowledged this and said they would be taken through after 20 minutes. We left at this point, mindful that Heathrow parking charges were building up.

After an hour (we were on the motorway) we rang the lounge to check if parents were OK. No, they had not been brought there. It turned out that the assistants wheeling my parents had taken them to the normal waiting area. My dad showed him the paperwork for the lounge but was told that this was not possible as it was not on the boarding pass! (The lounge would always be booked separately so how would it show on the boarding pass?)

Luckily the lounge manager followed up and managed to get them in, for 1/2 hour rather than the full 2 that they had paid for.

Very disappointed!

I’m travelling from Stansted to Bari . The lady at the acceptance desk was extremely kind, very patient and was always smiling My special assistant operator Glen is pushing my wheel chair is one on the most sweet person that I have ever met. Very professional and extremely helpful! Over all it was a first class service! Thank you!