Advice sought re removal of wheelchair bound passenger from flight

[openseat]

I occasionally help out a friend who is a paraplegic. English is his third language. He is usually very capable of looking after himself and lives an independent life, however when it comes to going to the airport with luggage he needs some help. He is very familiar with flying (with QF and AN in the past) and what is required.
He booked a flight with DJ by phone (as the DJ website asks for passengers needing assistance). He informed DJ he was unable to walk being paraplegic. This was duly noted on the itinerary that was emailed to him. There were no other requests made by DJ about what else was required.
I took him to the airport early in the morning arriving at 4:30am for a 6am flight. At check-in I was asked if I was flying as well, and I said no. Nothing further was said by the agent. My friend was asked to transfer to the narrow aisle wheel chair and his wheel chair was taken away. I wheeled him to the gate and after the security bozos tried to insist he walk through the scanner, we reached the gate and waited.
As we approached boarding time I was surprised that no one approached us about boarding - as it was pretty obvious that a wheelchair passenger was there. So at 5:30am I approached the desk and asked if it was possible to board early - I was told to wait and a call would be made.
A call was made for those needing assistance and so we went forward. I was taken aback when the agent after asking me whether I was traveling then rebuked me for not accompanying my friend as it was DJ policy. She then asked my friend whether he could walk - when it was clear in his booking record that he can't. After a lot of sighing and rolling of eyes she took the boarding pass and got some help to wheel my friend on board. She then proceeded to close up the gate and lock the door while my friend was taken aboard. I thought everything was ok so I started to head off, but I decided to remain at the rear of the gate area to see that all worked out. After a while the gate agent reappeared and started to board other passengers so I went back to the car and went to work.
About half an hour after arriving at work I was shocked to receive a call from my friend telling me that they had removed him from the plane. They told him as he had no accompanying passenger, no oxygen bottle, nor a medical report he would not be flying. Some supervisor delivered this news to him while he was already in the seat on the plane. This was the first that my friend had heard about these things.
He was in a completely powerless and marginalised situation being surrounded by a number of DJ employees. So he had to transfer out of the seat back into the chair and was pushed back up to the gate area behind the desk so that, he was told "to be out of the way" and that he would "be dealt with later". He also had to face the very embarassing situation of being pushed past a whole plane load of people who were boarding.
After boarding was completed he was wheeled downstairs and given his luggage back and his own wheelchair and left to himself.
Some kind person helped him with his luggage out to the taxi rank and after a $80 fare he was home again.

I am bristling with rage about this unjust and discriminatory situation - but I don't want to fire off too soon lest I ruin things further for my friend. I should add that his confidence has really taken a serious blow over this and he hasn't been out of his house since it happened.

If anyone has constructive advice about how this should be approached I would be very grateful for your help, especially concerning rights and legal avenues.

 

[kpc]

Perhaps crazydave98 can assist here:
The Australian Frequent Flyer Online Community - View Profile: crazydave98

 

[Nigelinoz]

Perhaps crazydave98 can assist here:
The Australian Frequent Flyer Online Community - View Profile: crazydave98

I agree with kpc,and I am sure that crazydave98 will be happy to help sort out what caused this highly unsatisfactory treatment of your friend.
I hope that something is done very quickly and I wish your friend all the best and trust that his confidence returns very soon.
Please keep us all informed of any developments .

 

[sng1971]

I'm still in shock after reading that. Hopefully there will be some avenue he can take with the Anti-Discrimination Commission. I'd try and make as big a fuss as I can (newspaper, radio, whatever) - not only to get some compensation, but to make organisations aware of their responsibilities - legally and morally - so it doesn't happen to other disabled passengers.

Good luck.

 

[turtlemichael]

I have a lot of sympathy for the apparent embarrassment suffered by your friend, but there are a number of issues here. The DJ website has a lot of information about independent and assisted wheelchair travel. Presumably your friend made himself aware of this and believes he was qualified for independent travel. The rules, probably appropriately, put much of the onus on to the passenger.

If he was not qualified to travel independently, it would not be surprising that he was removed from the flight. Of course, it is a different question as to how sensitively this was done and your post strongly suggests it was very insensitive. If he was qualified and still removed, that is a new ball game.

In any case it needs a lot more clarity and hopefully you'll report back when that is forthcoming.

 

[FlyboyAl]

I must commend you for your post, and the way you have kept most of the emotion out of it.
Given the facts you have outlined, I'd be writing to senior management and expressing my absolute outrage at the way your friend was treated.
Someone, somewhere needs to be held accountable for his treatment (or lack of it).
I suggest writing, rather than phone calls as it means you have the information in writing if you decide you are not happy and want to take it further.
As a customer of an airline, you can only work with the information you are given when the booking is made, and if they failed to give you all the information you should have received, then they need to be held accountable.
At the very least, a refund, and a public apology, and at the other end of the scale, media involvement to draw attention to a situation which should not have occurred and must never occur again.

Please keep us informed

 

[oz_mark]

I have a lot of sympathy for the apparent embarrassment suffered by your friend, but there are a number of issues here. The DJ website has a lot of information about independent and assisted wheelchair travel. Presumably your friend made himself aware of this and believes he was qualified for independent travel. The rules, probably appropriately, put much of the onus on to the passenger.

If he was not qualified to travel independently, it would not be surprising that he was removed from the flight. Of course, it is a different question as to how sensitively this was done and your post strongly suggests it was very insensitive. If he was qualified and still removed, that is a new ball game.

While all true, there does seem to be, at the very least, a breakdown in procedures at DJ that allowed someone on to a plane only to be removed. A consistent application of procedure would have prevented this in the first place.

So, while much onus rests with the passenger, there is also an onus on the airline to apply its policies consistently.

It is worth taking up with the appropriate management within the company to work through this, so that the same thing does not happen again.

 

[turtlemichael]

While all true, there does seem to be, at the very least, a breakdown in procedures at DJ that allowed someone on to a plane only to be removed. A consistent application of procedure would have prevented this in the first place.

So, while much onus rests with the passenger, there is also an onus on the airline to apply its policies consistently.

It is worth taking up with the appropriate management within the company to work through this, so that the same thing does not happen again.

Agree with you. But facts are needed. At this point its not clear why he was removed let alone whether it was done appropriately.

 

[openseat]

Presumably your friend made himself aware of this and believes he was qualified for independent travel. The rules, probably appropriately, put much of the onus on to the passenger.

If he was not qualified to travel independently, it would not be surprising that he was removed from the flight. Of course, it is a different question as to how sensitively this was done and your post strongly suggests it was very insensitive. If he was qualified and still removed, that is a new ball game.

Thanks for this and the other responses - as this is part of the reason I posted rather than immediately contact DJ.

To clarify the situation some more - when you call DJ to say you need assistance they have someone call back to make, presumably, some sort of assessment. They did this with my friend and his understanding of the conversation was that it was ascertaining the level of his disability. There was no indication at this point that he needed a helper with him - which would seem to indicate to me that they felt he could travel independently.

If they thought it was not possible for him to travel independently then they should have told him clearly of this and followed up, or at least canceled the ticket and refunded the money so that he could make alternative arrangements.

As I stated in my original post, the reasons given for his removal were because he had no travel companion, no oxygen bottle (why one was needed when he breaths ok is beyond me), and no medical report. There was no request for these things until the very last minute!

Another thing - despite being told at the airport that he would be refunded the ticket there has been no further contact.

 

[serfty]

For interest sake, here a link to the DJ web page on this:

• Virgin Blue Independent Travel Criteria

 

[MEL_Traveller]

Reviewing the page posted by Serfty, perhaps if the passenger could not reach upwards to get an oxygen mask he may have been required to have his own oxygen bottle with a mask that could be reached easily?

Sounds to me like the passenger may have been allowed to baord and subsequent discussions with the crew determined that he may not have been able to meet all the requirements, hence deboarding?

mel-t

 

[aus_flyer]

Best of luck with it - I hope you receive/achieve a good outcome!

Please keep us posted.

 

[UP4014]

Not all airlines were created equal, inspite of what they might tell you.

Matt

 

[Standby]

Its a sad fact Low Cost carriers dont provide the level os service for physically impared passengers and unaccompanied minors that full service carriers dver ecent times Tiger/JQ & DJ have all copped serves for these reasons.
I have a couple of kids now old enough to fly to BNE to stay with their grandparents as I did many years ago. Back then it was TAA that took great care of me as QF do with my kids now. I very much return that loyalty when choosing which airline to use when I travel for work or the family travels together. They meet my needs all the time so they get my business all the time.

 

[munitalP]

It surprises me not that your friend was subjected to inhumane treatment by the DJ staff. They seem to be employed on looks rather than brains, and frequently seem less than well trained to deal with everyday occurences and situations.

However....

The onus still lies on the PAX to ensure that the T&C or cartage are followed.

Personally, I hope that your friend gets some satisfaction from DJ over this incident. DJ are most probably correct in their reasons for action, but the execution of their action leaves a lot to be desired...

Good luck

Mr!

 

[sng1971]

While I agree that,

"The onus still lies on the PAX to ensure that the T&C or cartage are followed."

It doesn't sound like he was advised of them when making the booking. Surely this is the logical first step. After advising them of his handicap, they should have checked with him about the T&C. We need to tick a box when booking online to confirm acceptance of the T&C - was he given the information needed?

And the fact that he was not questioned at check-in, or at the gate, and only after boarding was the problem "realised" is completely unacceptable, and shows a complete breakdown in procedure, assuming they have one.

If a person books by phone, as required for special needs passengers, why wasn't he advised of the T&C.

It sounds to me like DJ just weren't prepared to accept the responsibility. All he has to be able to do is reach the oxygen mask - which is not that difficult unless you are extremely short. They do generally fall down quite close to your face, as I remember.

 

[openseat]

Just a minor update.
I put my friend on a Qantas flight to Brisbane.
The difference couldn't be greater.
First Qantas allowed him to use his own chair till the gate (much more comfortable for him since he can wheel himself).
At the gate there was a dedicated helper to help him board. There was a slight hiccup with boarding delayed a little, but the flight got away on time.
The same man, yet no dramas - no offloading.

Qantas also said that someone would greet him in Brisbane and see to his baggage.

So well done Qantas - you live up to your stated mission with regard to disabled passengers:

Mobility Assistance
Qantas Charter for Customers with Specific Needs
Mission

Qantas is committed to the carriage of customers with specific needs in a safe, non-discriminatory manner with dignity, whilst ensuring the health and safety of Qantas staff.
Vision

Qantas is the airline of choice for customers with specific needs, providing a travel experience that is comfortable and hassle free, whilst ensuring the safety of Qantas staff and achieving the company's commercial objectives.

As for Virgin - not a peep from them yet.

 

[JohnK]

So well done Qantas - you live up to your stated mission with regard to disabled passengers:

Fantastic result. I hope your friend contiues to use Qantas and has only positive experiences.

 

[medhead]

Reviewing the page posted by Serfty, perhaps if the passenger could not reach upwards to get an oxygen mask he may have been required to have his own oxygen bottle with a mask that could be reached easily?

Sounds to me like the passenger may have been allowed to baord and subsequent discussions with the crew determined that he may not have been able to meet all the requirements, hence deboarding?

mel-t

Having not read the criteria, I must respectfully say that is a pretty poor conclusion. There is no suggestion that the person involved is a midget or suffering from dwarfism. I'm of average height, if I have to use the oxygen mask on a DJ flight am I expected to stand up to reach the mask, once deployed. All the video etc., I've seen of these masks suggests that a normal sitting person would be able to reach the mask.

but there are a number of issues here. The DJ website has a lot of information about independent and assisted wheelchair travel. Presumably your friend made himself aware of this and believes he was qualified for independent travel. The rules, probably appropriately, put much of the onus on to the passenger.

I real wonder if you actaully read the OP. This is just BS. The Onus is equally on DJ to enforce their policy. How did DJ not stop this at check in? :!: Plus as we have subsquently found out - how did DJ not enforce their policy during the phone call to the person travelling. If the onus is on the pax then DJ are bound to accept the pax's own self assessment. OR perhaps it is up to DJ to actually enforce their policy at one of the three :!: opportunities available to DJ before they decided to kick the person off the aircraft.

This whole situation puts DJ in the same boat as QF IMO. :shock: (that is QF in general, not with respect to less able pax)