August 2025
Gabriel* and his wife Esther* were travelling and encountered difficulties due to a lack of disability support from an airline company. Esther has an acquired brain injury and struggles to walk long distances. Gabriel had arranged for a wheelchair to be provided by the airline to help Esther get to and from the gate. However, when they arrived at their destination, no wheelchair was available, and Esther had to walk with great difficulty. On the return trip, they were left waiting a long time before a wheelchair was finally provided.
Gabriel made a complaint to Anti-Discrimination NSW (ADNSW), saying that the airline had discriminated against Esther because of her disability by failing to provide the agreed support.
ADNSW investigated the complaint. The airline explained that while it makes every effort to assist passengers with accessibility needs, it can only offer limited support due to operational constraints. It explained that wheelchair assistance is not always available immediately.
The matter was resolved during a conciliation conference held via Microsoft Teams. The airline apologised to Gabriel and Esther for their experience and agreed to pay them an amount equal to the value of their fares to settle the matter.
*Names have been changed to protect the privacy of the individuals.
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