Amy Pohl told her 3 million TikTok followers that she and her mum felt like “zoo animals” at security and there was no record of pre-booked special assistance, which was arranged in April.
Amy is a full-time wheelchair user due to complex regional pain syndrome, and her mum Jo suffers from joint pain and uses a crutch.
A member of staff also allegedly said Jo could “sit on the floor” when looking for seats in the terminal.
BA and Heathrow Airport have apologised for the treatment of the women and say they are investigating what went wrong.
