[Ian Benfield]

Was travelling from Frankfurt to London on 1 August this year. Arrived at check-in at last minute because of terrible traffic, but still within the advertised check-in time. Initially started to take our passports etc but were told we could not be "processed" in time to board the flight.
Seemed clear to us that main reason was my wife was in a wheelchair and would, they suspected, need extra time - in fact I would push her to the gate and we did not need additional assistance and usually we get through airports more quickly than others!
Cost us a fortune in alternative flights and hotel accommodation.
Tried to complain to BA but after 1 month all we have had is an acknowledgement of our complaint.
Really expected better from BA. Had been treated so well in Prague the previous year but Check In Supervisor at Frankfurt was petrified of delaying the flight and didn't seem to care that she was effectively discriminating against someone with a disability. We arrived on time (admittedly only just, but rules is rules) but BA doesn't meet its obligations. Still outraged and their lack of response isn't helping!!

[Sidewaysrob]

You need to contact the correct government agency, Probably in Germany as that is where they mucked this up. The EU has very strict rules for this kind of crud. I would bet good money you wont see a response from BA until they get your offcial complaint.
Good LUck

[Ian Benfield]

Thanks Sideways Bob, I am sure you are right. Time to abandon hope that BA would somehow accept responsibility for actually providing a properly considered and timely reply. Talk about poor customer service and how to make matters worse rather than better. I have got the forms to file a complaint with the German airports regulator (LBA) but if anyone has experience with them, any comments or suggestions gratefully received.