Resolved complaint (295) about disability discrimination in good, services and facilities

About the complaint

The complainant uses an ostomy bag. She alleged security personnel at the respondent airport initially refused her access to the disability lane, did not offer her a private room for a bomb swab scan and threatened to take away sprays for her stoma. She said the airport did not respond appropriately to her complaint about the incident.

The airport apologised to the complainant for the incident and for not receiving a timely response to her complaint. The airport advised it reviewed its internal complaint processes to improve retention of CCTV footage and response timeframes during busy periods. The airport undertook to review its existing security screening processes and training provided to staff. The airport said it would deliver further training to staff and contractors about expected service standards, and hidden disability and medical conditions.

The complaint was resolved by conciliation. In addition to steps already taken in response to the complaint, the airport undertook to incorporate the complainant’s experience into training materials.

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