'I sat my ground and I refused to let them bully me.'
In response to the incident, a British Airways spokesman told: ‘We’re really sorry for our customer’s experience and are in direct contact with her to resolve the issue as we investigate what happened.
‘We carry hundreds of thousands of customers who require additional assistance each year and we work hard to provide help and support them throughout the whole journey. It’s extremely disheartening when things go wrong, and we don’t underestimate the impact this has. ‘We’re committed to ensuring we deliver a consistently good service, and we’ll be working closely with Sophie and our dedicated accessibility teams to discuss how we can continue to make improvements to ensure a great flying experience for everyone.’
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