Air Canada review: Baggage handling Heathrow airport

We were two passengers, Emma Walker and Theresa Leslie on flight AC868 on the 2nd October. Emma uses a wheelchair and we left our wheelchair as we boarded the plane, and were told it would be available as we got off the plane.

The plane flew over Heathrow at 8pm, and after being put in a holding pattern for an hour we landed at 9pm. There was a staircase and bus, no bridge. We had to wait 45 minutes on the plane for a bus. We asked somebody by the staircase where we could pick up the wheelchair and he said it would be on the baggage carousel. Emma then had to walk down the stairs and onto the bus then to the baggage hall, although she normally needs a chair because of her cancer affecting her chest. In the baggage hall we again had to wait until 10:50pm before the carousel started moving. All the baggage had been collected but there was no wheelchair. At 11:20pm I asked at the information desk where the wheelchair was. She said that wheelchairs are delivered on carousels 11 or 12 and they usually arrive much later than normal baggage. We looked at both of those carousels and all the luggage dumped beside them and it wasn't there. At 11:45 we saw it dumped in a corner with no other luggage, not near either of those carousels. We didn't get out of the airport until 00:15 in the end. We arrived and waited in hot, humid conditions with no chairs. This is a disgusting way to treat anybody, but least of all a person with cancer who needs a wheelchair.

I would appreciate a response from you quickly.

Regards,

Theresa Leslie