A recent story from New York involved a passenger being denied their ability to fly on board a British Airways flight because the passenger was in a wheelchair. While this might seem odd, the justification for the passenger being denied boarding was that, because of the presence of the wheelchair, the crew might not be able to assist the passenger in moving around in the cabin, such as going to the lavatory, or help evacuate them in case of an emergency.
This resulted in hours of deliberation and discussion before the passenger was moved to an American Airlines flight without her consent. As per the passenger’s LinkedIn post, although the airline flew the passenger to London, the carrier also asked questions regarding her ability to move about the cabin and use the lavatory facilities.
Passenger With Wheelchair Denied By British Airways
According to the passenger involved, Samanta Bullock, posted on her LinkedIn that British Airways denied her boarding for a flight from New York to London on Saturday, June 13. According to the passenger, the explanation provided by the carrier was more to do with the fact that Samanta was using a wheelchair and travelling alone.
The post further explains that she was informed that because she was travelling alone and her mobility on board would be restricted by the use of a wheelchair, the crew could not assist her in accessing the aircraft lavatories or help evacuate the aircraft in case of an emergency. As the passenger expressed in her post, “I was denied because I am disabled and travelling independently”.
Samanta proceeds to point out that, as per the airline’s logic, disabled passengers would have to pay for two tickets if they are expected to always travel with a companion. This is equivalent to being charged twice the fare, as that of a regular passenger, for a disabled person to fly. A spokesperson for British Airways provided the following statement to Simple Flying:
“We are sorry for our customer’s experience and are urgently looking into what happened. We remain in direct contact with the customer while we review the circumstances.”
It is important to note that British Airways’ website states that it is within the cabin crew’s duty to help passengers move between their seats and the lavatory, but personal care within the lavatory remains the passenger’s responsibility.
The Story Continues, American Airlines Steps In
Samanta’s post continues and states that after hours of discussion, she was moved to an American Airlines flight to London. However, she has emphasized that this was done “without being asked”. The post then goes on to explain how even American Airlines inquired if she would be able to access onboard lavatories on her own. However, Samanta was allowed to board the flight back to London.
Samanta goes on to state that her treatment by the airlines during her recent flying experience “may constitute disability discrimination”. Furthermore, she has stated that she is exploring legal actions to protect the rights of herself and other disabled travelers. In the post, she has stated that everything has been documented and recorded, and she will continue this discussion.
It is worth mentioning that according to her LinkedIn profile, Samanta, among other roles, is, in fact, the CEO of Bullock Inclusion, which is an organization in the UK that creates social projects and promotes disability inclusion in fashion and sports. She has posted this recent flying experience on her LinkedIn and other social media platforms.
Navigation tools, personalized care, and learning from the grievances of passengers are must.
Regulations When It Comes To Passengers With Wheelchairs
While flying comes with its own set of challenges for passengers with any form of disability, airlines, airports, and regulators have introduced a set of regulations over the years to smooth the travel experience for these passengers. This includes innovative cabin designs by Delta Air Lines, which feature convertible seats allowing passengers with wheelchairs to have a better experience. Another innovative design includes an EASA-approved expandable lavatory design on A320s. After all, flying is for all. Considering the story above, this section focuses on passengers flying with wheelchairs.
The United States Department of Transportation (US DoT) has an entire page dedicated to passengers who might need wheelchair assistance or guidance. It has stated that, upon self-identifying as a passenger requiring wheelchair assistance, the relevant airline, by law, has to provide the departing passenger with assistance navigating throughout the airport, all the way to the aircraft seat. Similarly, upon landing, the airline has to assist the passenger from their seat to the airport exit, or to the seat of their connecting flight. This includes luggage handling, airport security, and even priority boarding.
In the case of bathrooms, the DoT states that, at the airport, the staff member assisting the passenger has to guide the passenger until the entrance of the bathroom. Similar regulations can be found when it comes to assisting disabled passengers in accessing onboard lavatories. Information from a few airlines, for example, Singapore Airlines, Qantas, and Thai Airways, all state that the cabin crew will help the passenger to the entrance of the lavatory. However, health regulations do not allow crew members to assist passengers inside the lavatories.
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