This is awful.” there is an exclusion in the policy which does not cover them for air travel or airport damage.” – well I expect they have this exclusion as so much damage happens with airlines. I spent one summer in a wheelchair which included a trip to Ital and it really opened my eyes to how disabled people are treated . We should all be doing all we can to help – the airline and insurance company should be ashamed!

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This makes me sooo mad!! As if there aren’t enough challenges to overcome for wheelchair users. I manage a small hotel and we have several wheelchair users who are repeat guests. One gentleman has been great at making suggestions to help us become more wheelchair friendly (our building was built in 1911 so it’s tough to make things work). IT’s not too hard to do a good job if you listen – airlines, PLEASE listen -don’t alienate a huge a whole group of people just because they have walking difficulties – OK, I feel better getting that off my chest…

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I would gladly pay a few extra pennies on my air ticket or travel insurance to make sure wheelchair users had full coverage for damage.

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Incredible! Last year, I was on holiday in South Africa. Apparently one of their disabled citizens (his name slips my mind now) is a world class athlete. He participates in the world’s top marathons in his wheelchair.

He obviously also gets sponsorships, among other one from South Africa Airlines. Not only does he fly for free, he is obliged to fly with them. And that’s where it goes wrong.

On numerous occasions they lost or damaged his wheelchair, making him miss world events like the marathon of New York or London. His wheelchair of course is not a regular version, so it can’t be replaced that quickly and is I’m sure very expensive. He often asked if he couldn’t fly with other airlines, but to no avail.

Can you imagine if an airline would lose or damage the golf clubs of Tiger Woods or lose the bikes of Armstrong days before the Tour of France? I’m pretty sure they would get compensation, a lot!

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This post reminds me of a trip that my husband and I took with my in laws from London to Delhi on Jet Airways in 2006. My Father in law was wheel chair bound and to facilitate his movement on board to and from the toilet on the aircraft we had bought a special slim wheel chair which could be taken on board. When we were checking in for our flight which was in the Premiere class cabin we were told that there was no need to take our wheelchair on board as the aircraft had its own wheelchair for this very purpose. We then proceeded to put the wheelchair in the hold. Of course when we got the aircraft the crew informed us that there was no such wheelchair available as it was a brand new aircraft. Needless to say my husband then had to physically carry my father in law to and from the toilet whenever he needed to go for the entire duration of the flight. Our fellow passengers and crew were very supportive but all this trouble could have been avoided if we had been allowed to carry our own wheelchair on board. Jet airways consistently wins awards for great service but they never did respond to our complaints about the issue.

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Risk management expert Dennis Debbaut notes that autistic people are seven times more likely than non-autistic people to have encounters with law enforcement officials. Since airport security falls under this heading, my son and I have plenty of stories, some pleasant some not, about our travels with autism.

My autistic son has severe speech delays; I have Asperger’s syndrome a form of autism which in my case at least, doesn’t often affect my speech. Since our disabilities are not immediately apparent we share a kind of invisibility that can work in or favor or against us, largely depending upon the level of professionalism of the travel professionals we encounter.

We have met hotel staff who shower my little boy with extra attention and me with extra consideration when I explain our situation. We have also gotten plenty of dirty looks and harsh words, from flight attendants who serve other passengers with courtesy. Negative reactions rarely have little to do with us personally. Travel professionals are under more stress than ever what with increased security concerns and financial troubles. Still, however busy they are, and however much extra work our needs might create for them, we deserve the same excellent service to which all travelers are entitiled.

I try speak out early, specifically, and of course,always politely about my son and my requirements. Even if my disability is invisible, I don’t have to be invisible. And since my son can’t yet speak for himself it’s my job to speak for him until he can. If you have a disability or travel with someone who does, make your needs and yourselves visible. No one can promise you happy travels all the time; every country has its ignorant or mean citizens. But when you run into people like this, your complaint is more likely to be taken seriously if you show respect for yourself and everyone else involved. Even when unprofessional travel professionals can’t or won’t return that respect.

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Very sad to hear of all this stories… I have none to share on my own, but I do feel Airport and Airlines should own up and treat these passengers properly.

Darren, I’m sure you’ll continue to pursue this matter, and will post here when you have news?

Another thought as well… I don’t know how it is over in England, Europe, etc, but I’m based in Jakarta and Singapore (half and half). I do know that the newspaper in both places have a certain section dedicated to Readers’ Comments… which in turn has become a sort of public Readers’ Complaints.

I’m amazed to read some of these stories, but what’s good is that these stories are brought to light, and what usually happens is that the company being complained against will own up and fix their mistake. Of course, this so called Reader’s Complaints doesn’t just publish any letters, you need to give your full information, and the complaints will be verified before-hand by the newspaper…

Is there such a thing over in England? Worth a shot perhaps?

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Disgusting. We took our father to Spain last year and the airport handlers broke the back of the wheelchair. Thankfully, the airport lent us a wheelchair for our holiday but they would not accept any responsibility.

When we returned we had to pay for a new one out of our own pockets. As you say the insurance companies will not insurance the wheelchair when it is damaged on an airplane or airport.

Probably because it happens o much.

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This truly is shocking and I am glad that you are bringing attention to this. I have spent much time in a wheel chair and know how expensive they are and how hard it is to get around with these limitations.

They should be compensated immediately!

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Have you seen how they put luggage on the plane? Most of the time I am sat next to a window in shock with how they deal with passengers possessions. We were on the plane ready to get off in Prague and out of the corner of my eye I saw six bags fly off the back off the vehicle. I know we all want our baggage quickly so maybe we are responsible too, but the airports should take more responsibility.

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Sheila yes we have seen that too and we still have to pay for our baggage to be put/held in the hold!!!!!!!!!!

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We are currently in dispute with an airline over this exact issue but I cannot discuss this publicly as it is now in the hands of our solicitor. You are welcome to contact me to discuss privately. Let me confirm though that this is a widespread issue and one that we are prepared to fight for the sake of our sons dignity.

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The American With Disabilities Act has been used in several areas to ensure the protection of individuals with disabilities. They’ve been successful in lawsuit after lawsuit. Though many of these incidents were abroad, I’m wondering if similar legislation exists in other countries and whether or not it’s time to put the airlines in question on the defensive. Ideally, it would take off in the traditional media, but so far this is the first I’ve heard of it.

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Hi Guys,

Unfortuately, this is not an uncommon problem, both myself and a colleague had our wheelchairs damaged in India last year even though we were there to give a series of seminars reagarding toursim for people with disabilities and the airlines that damaged the chairs were major sponsors of the event…….

I am asuming that Monica’s sons wheelchair is electric (given the cost) and the staff refused to bring it straight up to the aircraft doors due to its weight. Where possible it is best to avoid this, if they refuse to bring it to the doors, have a “sit in” on the aircraft, they’ll soon get your chair to you as you’re costing them rather a lot of money if they can’t depart on their next journey.

The EU brought in legislation in 2007 to help protect airline passengers with disabilities or reduced mobility within the EU member states.

Some basic contacts to start off with are:

Disabled Person’s Transport Advisory Committee (UK):
http://www.dptac.gov.uk/pubs/aviation/access/10.htm

European Comission Transport – General Passenger Rights:
http://ec.europa.eu/transport/passengers/air/air_en.htm

European Comission Transport – Persons with reduced mobility (PRM):
http://ec.europa.eu/transport/passengers/air/prm_en.htm

The governing body that oversees legislation in Spain is:

Ministerio de Fomento
Dirección General de Aviación Civil
Paseo de la Castellana 67
ES-28071 MADRID

Under EU legislation she is allowed to write to them in English.

EC complaint handling procedure

Council Regulation (EC) No 2027/97 of 9 October 1997 on air carrier liability in respect of the carriage of passengers and their baggage by air [Official Journal L 285 of 17.10.1997]:

“The liability of an air carrier (air transport undertaking) for damage sustained by a passenger or a passenger’s baggage in the event of an accident cannot be subject to any financial limit defined by law, convention or contract.” (http://europa.eu/scadplus/leg/en/lvb/l24169.htm) If I understand the above correctly, the airline must be liable for the full costs of repair and or replacement of the wheelchair give that a wheelchair is deemed as part of the “passenger’s baggage”.

Please feel free to put Monica in touch with me if she requires any futher advice.

Craig

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I’m with you on the I don’t really get too involved in the regs unless I have to. I know about these because as a travel consultant for people with disabilities my good friends at Tourism for All in the UK let me know about stuff like this! I knew it would come in handy one day…..

I guess there’s not enough publicity about the regs and only a couple of organisations in the UK have it on their sites. Obviously the airlines aren’t going to tell Monica her rights, although they may have a legal obligation to do so.

My advice is, if something goes wrong when travelling as a person with a disability contact your national organisation for tourism for all. Just about every country in the world has one now and they should be able to point you in the right direction.

Monica should get in touch with Tourism for All: http://www.tourismforall.org.uk/ and they should be able to help her understand her rights in this situation. I know a couple of people that work for the organisation so if she deosn’t get anywhere through their main email let me know.

Cheers

Craig

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I wouldn’t be prepared to pay extra on my own policy to subsidise disabled passengers as I’m not a charity, however the point here is more that the insurance policies offered are woefully inadequate.

It is ludicrous that airport handling is not covered. We’ve all seen how ham-handed baggage handlers are-I’ve seen pallet packers on the factory nightshift with more delicacy. If I’d paid extra for my wheelchair as hold baggage; or, worse, been charged an excess as it was over my luggage allowance a la Ryanair, I’d be doubly furious if it was then damaged. Rough baggage handling is alas here to stay, but it’s about time insurance companies amended their cover.

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Hi Darren
A good and important issue to raise. You say you would like the media to cover this area more effectively and I would agree. Indeed, the travel media should also be covering it, but how often does that happen? Not enough.
Travel Weekly recently followed a disabled traveller on a 32-day trip. His posts from the trip were eye-opening to say the least and caused a stir amongst airlines, cruise operators etc. You can see more from the trip at; http://tinyurl.com/8z6q33

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[...] has always got something interesting to say. This week, he’s discussing the treatment of disabled travelers.[...]

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I’m so glad to see so many people passionate about this issue. Wheelchairs are so expensive, and the people who use them absolutely dependent on them. If disabled travelers are forced to check their chairs, it’s unacceptable that the chairs should be treated like cheap luggage. The more publicity on the issue the better (you know what they say about the squeaky wheel and all…) so thanks for talking about it — and please, keep doing so.

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Darren – if you’re still looking for someone to make more of this story, you could try the BBC’s security correspondent Frank Gardner. He has written a number of travel features – we sent him to Jersey a couple of years ago – and sometimes focuses on travel for the disabled.

See http://www.dailymail.co.uk/travel/holidaytypeshub/article-595121/Back-peak-form.html

http://news.bbc.co.uk/sport1/hi/other_sports/winter_sports/7238935.stm

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It’s hard to imagine that on top of that affront, the traveler would have to essentially make a case for why it is the carrier’s fault. Having worked with architecture firms that have specialists to design facilities that comply with ADA (American Disability Act) requirements, I got to see that it is actually a fairly thorough plan (in regards to design). My personal experience I suppose has always had me in the mindset of whether or not a facility is accessible for all. I’ve also volunteered here with our Special Olympics, and again, always thought about things being made open, accessible, never of damage to necessary equipment. It just seems like such a given, the airline doing the right thing, but silly me! They often fail to handle minor situations properly, why should this be different? I only know of certain advocacy groups here in the states, but are there any international organizations that could act on behalf of such victims?

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The issue of disability is one that Travel Weekly has been monitoring closely. Travel agents have contacted us concerned about how they can book disabled passengers into the right type of accommodation. Agents feel there is a lack of information while recent research of consumers backs this up as they were concerned about the lack of information they receive from agents. Click here to read the research http://www.travelweekly.co.uk/Articles/2009/02/19/30297/disabled-travellers-concerned-about-lack-of-information-from.html.
Unfortunately airlines are not covered under the Disability Discrimination Act and issues for disabled customers such as wheelchair problems and access to toilets on aircraft seem to be common.

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as a disabled traveler, i am unfortunately familiar with the problems that travelers with disabilities face. it is asinine that this situation happened – but all too common, i am afraid. it definitely adds a level of difficulty to travel that is sometimes overwhelming.

thanks for talking about this!!

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