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An airline "abandoned" a 24-year-old autistic man who was flying to Heathrow from Dublin, his mother has said.
Jane Atkinson said she was told by multiple Aer Lingus staff that her son George Stookes would be cared for before, during and after his flight.
But she said he was not helped at the terminal in Ireland, was ignored on the flight and left on arrival at Heathrow.
Aer Lingus told the BBC it was investigating the matter with its assistance provider at both airports.
A spokesperson for the airline said: ''When a customer requests special assistance, Aer Lingus notifies departure and arrival airports to arrange contracted assistance providers, which was the case in this instance.
"They are responsible for providing necessary support to our customers."
Mrs Atkinson, from Sway in the New Forest, Hampshire, said although her son was high-functioning, "there's still a huge vulnerability".
Mr Stooke's stepfather, Martin Atkinson, usually travels with him to and from Dublin but was unable to as his own flight had been cancelled.
His mother said she had been assured someone would stay with her son at all times and make sure he was put on the plane safely.
But she told the BBC: "He was taken through security at Dublin - then he was abandoned.
"George is very stoic and he managed to go into a sort of robotic mode so luckily on this occasion he managed to make the journey safely."
"But if a stranger had come up to him and asked him if he needed help, he would have just gone with them."
Heathrow has apologised and said it had been sent information about a number of passengers on the flight requiring assistance less than one hour before it landed.
"We will clarify with the airline how information is shared to ensure any passenger requiring assistance on arrival has their individual needs met," it added.
Dublin Airport said in a statement it was "committed to providing accessibility and assistance for passengers with reduced mobility".
She said that when she sat Emily down on the outbound flight she "couldn't turn around properly, when I took her harness off I could tell by her demeanour that she just wasn't comfortable at all".
The pair were then placed in a similar seat on the way home on Wednesday.
Ms McBratney said she was told the airline could only help if she cancelled her booking with a third party and rebooked a full-price ticket.
"I booked my ticket five months ago and then rang the airline... I requested there and then for extra leg room," she said.
Ms McBratney said the airline told her they could not provide this at the time and was told closer to the time there was nothing it could do because she booked through a third party.
"It was an eight-hour flight, which for anybody is a really long time. It made it incredibly hard for both her and me as well."
John Welsman from Guide Dogs UK said it was a "very complex" situation, as there were various regulations airlines have to comply with.
However, he added, it was "at the airline's discretion" if they provide additional floor space for guide dogs.
"But they do need to demonstrate that they have done due diligence in the booking process to show that they've gone through all the things they need to."
"It's down to the airline what they think is adequate space for the dog when they are booking me on to the flight."
While there is no obligation for airlines, the Civil Aviation Authority said "many airlines" would seat passengers with guide dogs in the front row, when possible.
Westjet said "all guests travelling with service dogs provide us with at least 48 hours advance notice before their flight departs".
It said the third party the flight was booked through did not contact it to make special arrangements, meaning Ms McBratney's options were limited to "purchasing an additional seat or upgrading to a seat with additional leg room".
The company apologised "for any confusion or inconvenience this guest experienced during their travel".