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.
Public statement: Jetstar and Akii Ngo
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.
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