2018-04-03
The complainant has quadruple amputation and uses an electric wheelchair which weighs approximately 180 Kg. He claimed the respondent airline placed a weight limit of 120 Kg on wheelchairs to be carried on the aircraft. The complainant alleged this limit was discriminatory, claiming many electric wheelchairs weighed over 120 Kg and that other airlines did not impose this limit.
The airline advised it had previously imposed a 120 Kg limit on wheelchairs to be carried on the aircraft to avoid risk to ground crew loading wheelchairs into the aircraft hold and to avoid damage to the aircraft. The airline advised the limit had been removed and that instead, passengers were asked to advise the airline in advance if proposing to travel with a heavy wheelchair to enable preparations to protect ground crew and the aircraft.
The complaint was resolved with an agreement that the airline would update website information and its disability access plan to reflect the change in policy. The airline also undertook to update training materials and deliver training on the issue to call centre staff and ground crew.
Year
Discrimination type
Disability Discrimination Act
Grounds
Disability aid
Disability
Areas
Access to premises
Goods, services and facilities
Access to premises provided
Goods/services/facilities
Material removed from website/other publication
Policy change/Change in practice (external customers)
Policy change/Change in practice (internal staff)
Training - other
Amount