Even after booking 'special assistance' we were split up on the plane so that my disabled mother was allocated seating next to complete strangers. My father was 20 rows back! We had to ask people to move. My mum also had to wait on the runway prior to boarding the plane and was asked if she could walk up the steps so that they didn't have to bring the lift. This is despite me being very clear about the 'special assistance' required' when booking the flight.
I complained to customer service after the flight and was brushed off. Basically they said it was my fault for not requesting correct assistance when booking the flight despite email confirmation at the time that I had done this. I have complained again to say this response is simply not good enough and reiterated my particular concerns, namely that:
1.) I booked special assistance online and completed that request as fully as possible - I have the email confirmation - yet this was not acted upon
2.) I confirmed this at the special assistance desk at Stansted when we arrived yet no lift was provided to access the aircraft
3.) Keeping my mother outside waiting on the runway for the lift in the rain was not acceptable!
4.) The separate seating issue was not acceptable and broaches Ryanair's own policy for special assistance
5.) The lack of support, such as a helping hand to take my mother to her seat given all walking aids had been removed, was insensitive and unhelpful
The caused my mum undue stress, had a detrimental effect on her dignity and was very upsetting for us all
I am not hopeful about receiving a satisfactory reply.