AlbaStar Complaints - Contact Info, Procedures, Common Complaints, and How Our Experts Can Help

Complaint against head of cabin staff. She assisted me to my seat, clearly seeing I was having difficulty with mobility. I was seated with two empty seats window and middle seat on my row, husbands row full. Not 15 minutes later the same woman approached us but directed conversation toward myself more than husband. She asked us to move seats explaining was a young girl and mother sitting apart, my husband and I replied that we deliberately picked our seats as both need isle seat, before we could finish she I replied in a raised voice so that all passengers around us could hear causing me to be very embarrassed and uncomfortable at being put into a very public awkward position that it was a young girl with a disability and not wanting to leave a child apart from mother so would appreciate us changing seats, I tried again to explained to her that i also was disabled but she cut me off saying again in a raise voice for all passengers within earshot “yes but this is a disabled child and mother separated”. She would not listen to us when tried to explain needed aisle seat just said it was isle seat moving to. We were bullied, embarrassed and harassed and were forced to move our seats by this woman. We were moved to 19 b and 19 c (middle and isle seats) this was so child and mother could both have isle seats. We passed the two passengers as moved up plane, my disability struggling with mobility was clearly witnessed by all passengers between row 5 and rest of plane causing me to feel self conscious and uncomfortable. Incidentally the child was not a toddler but a girl who appeared to be in her early teens and had no visible disability that either my husband or I could see. My husband expressed his disgust and the fact it was a shambles to which head of cabin crew ignored him and walked away from us. I was very upset and my husband was furious at how we had been treated. The head of crew then had the audacity to approach us an hour into flight saying thank you for cooperating and moving seats. I said hardly cooperating being bullied and forced into it, she was well aware that she had mistreated me and had ignored my needs as a disabled person who had same rights as any other disabled person be it adult or child. There was then three attempts to “appease” us with two offers of coffee or drink from trolley after we had already purchased our food and drink from cabin crew. We refuse as that would not compensate for how we had been treated. The head of cabin crew then tried a third time to offer us a bag of sweets as a thank you for cooperation in moving again we refuse as it was insulting and does not alter the fact that she miss treated me and dismissed my disability over another passenger treating me as a lesser person causing me a lot of emotional stress and upset at how I had been treated and discriminated against. On arrival at Aberdeen she again tried to converse with us and thanked us again. By now it was evident to us that she was fully aware she had been unprofessional, knew she was at fault and had miss treated me and had blatantly ignored my needs and my disability and was all I can describe as grovelling to try and rectify the situation her disgraceful actions had caused. The distasteful, unprofessional and unacceptable treatment by head cabin crew on return flight towards me as a disabled adult was disgusting, and we will not be satisfied until this issue has been adequately addressed and I have received appropriate redress. I am still very upset and both my husband and I are angry at how I was treated and not being a confrontational person meant that the head cabin crew member bullied me and discriminated against me and my disability and treated me as less important and as a lesser person than teenage disabled girl. I look forward to your response and recommendations towards resolving these complaint before we consider whether complaints have been satisfactorily handled and resolved to our satisfaction. We already spoke with TUI who we booked holiday through but we were advised they could only leave feedback to yourselves not raise a complaint.