2022-10-05

The complainant has a spinal cord injury and uses an electric wheelchair. The complainant said he booked a flight with the respondent airline and was informed that, in accordance with its policies, airline staff would assist him to transfer from his wheelchair to his seat on the plane. The complainant alleged that on arriving to board the flight, he was informed staff could not assist him to transfer to his seat and he was therefore unable to board the flight, as he is unable to transfer independently from his wheelchair. 

On being advised of the complaint, the Airline agreed to participate in conciliation. 

The complaint was resolved with an agreement that the airline reimburse the complainant for his out-of-pocket expenses associated with the flight, including travel to and from the airport. The airline also agreed to pay the complainant $12,000 as general damages. The airline agreed to write to the complainant apologising for the incident and undertook to deliver disability awareness training to staff, as well as training on assisting passengers to transfer from a wheelchair to the seat.