Wheelchair user and disability advocate, Akii Ngo says accessibility standards for air travel must be drastically improved following an accident in May 2022. Akii fell from a Jetstar aisle chair while being pushed by a Jetstar staff member as they disembarked. The way the staff member operated the chair contributed to Akii’s accident. Akii says this experience was harmful and continues to negatively impact them.
On the day of the incident, Akii told Jetstar they needed to remain in their own customised electric wheelchair for as long as possible while moving through both Sydney and Adelaide Airports. Instead, Jetstar required Akii to transfer to an aisle chair (which does not enable independent movement) from the Sydney check-in counter until they reached the Adelaide baggage claim. This took away Aki’s independence, as it meant they had to be pushed by a Jetstar staff member.
Following the accident, Akii made a complaint of disability discrimination to the Australian Human Rights Commission. The Justice and Equity Centre (formerly the Public Interest Advocacy Centre) represented Akii in their complaint, which has now resolved.
Jetstar has ‘sincerely apologise[d] for the unfortunate accident that occurred at Adelaide Airport, and for the impact this experience has had on Akii’ in a statement produced in full below.
Comments attributable to Akii Ngo:
‘My experience at Adelaide Airport in May 2022 was upsetting and caused me harm. Jetstar needed to be accountable for the accident, and they’ve acknowledged this. I’m glad Jetstar say there’s now better awareness of the needs of customers needing wheelchair assistance and that my experience will inform training of Jetstar staff.’
‘I travel regularly for both work and recreation, but I’m always anxious about what the treatment by airlines will be like. Some of my experiences have been dreadful.’
‘I’ve even arrived at the airport to be told there’s no space for my wheelchair on my flight, even though I did all the required requests, gave all the relevant information at booking and paid for my seat.’
‘I’ve been forced to use aisle chairs, which I can’t operate myself. This means being pushed through the airport, including to the toilet, by a complete stranger, feeling rushed, awkward, uncomfortable and left with no dignity and respect. When flights are delayed, I’ve been left sitting in uncomfortable, pressure-sore inducing aisle chairs for hours on end.’
‘I hope all airports and airlines recognise how challenging it is for people with disability and commit to making real improvements. Experiences like mine happen way too often.’
’There should be national and consistent rules that hold all airports and airlines to account, just like there are for public transport operators.’
Comments attributable to Justice and Equity Centre Senior Solicitor Sheetal Balakrishnan:
’Airlines and airports provide an essential service, and make big profits doing so. It’s only fair there are minimum standards to ensure the service they offer is accessible, dignified and safe for everyone.’
‘Air travel provides vital connections to family, friends, employment and education, as well as the pleasure of new experiences. People with disability should not be excluded from those opportunities.’
‘The Government is currently setting policies that will regulate air travel until 2050. The time to act is now. Practical, fair and enforceable accessibility standards that respond to the problems people with disability are reporting must be implemented.’
’People with disability know what needs to change so they can travel safely, without distressing experiences. They must be included in creating the standards that will ultimately make air travel better for all travellers.’
Agreed public statement
When flying with Jetstar in May 2022, a customer Akii Ngo, communicated they needed to remain in their customised electric wheelchair until reaching the departure gate at Sydney Domestic Airport and to have their wheelchair returned at the arrival gate at Adelaide Airport. Instead, Akii was required to use a Jetstar aisle chair from the Sydney Airport check-in counter, which required another person to push Akii in the aisle chair through the airport. At Adelaide Airport, Akii was assisted to disembark the flight in a Jetstar aisle wheelchair. Unfortunately, while being pushed by a staff member through the aerobridge in the Jetstar aisle wheelchair, Akii fell from the aisle wheelchair onto the ground. This experience was upsetting and negatively impacted Akii. Akii said it caused them harm.
Jetstar assists many customers requiring wheelchair assistance each year. Jetstar team members are experienced with, and trained to provide, wheelchair assistance to customers. On this occasion, unfortunately, the staff member operated the aisle wheelchair in a way that contributed to the accident that occurred.
Jetstar sincerely apologises for the unfortunate accident that occurred at Adelaide Airport, and for the impact this experience has had on Akii.
Akii’s experience has contributed to an enhanced awareness of the needs of customers requiring wheelchair assistance and will assist with staff training and delivery of wheelchair assistance to customers in the future.
Akii hopes all airlines and airports will recognise the challenges faced by all people with disability, including those travelling with wheelchairs, and work collaboratively with people with disability to address those challenges.
Jetstar takes the accessibility, safety and comfort of customers who require specific assistance seriously. The safety and welfare of Jetstar’s customers is a top priority.
Customers with disability or other specific needs can access detailed information about the assistance provided by Jetstar on Jetstar.com (eg, at Specific assistance | Jetstar) and Jetstar’s Disability Access Facilitation Plan. Jetstar.com and the plan outline the assistance which is available at each step of the travel experience, so customers can plan their travel and make decisions informed by their specific needs and preferences. Jetstar also has a dedicated Contact Centre team to assist customers with specific assistance queries via 131 538 or via Live Chat on Jetstar.com.
Media contact:
Justice and Equity Centre Media and Communications Manager, Dan Buhagiar: 0478 739 280
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