Concerning stories about passengers receiving discrimination because they have assistance dogs and disabled travellers being dropped on the floor while being transferred have caused the Disability Royal Commission Chairman to take action. Letters have been written to airport managers and Australian airlines requesting an immediate improvement of services for travellers with disability. As an NDIS provider on the Gold Coast, this is welcome news as we know firsthand how some of our clients struggle with aeroplane travel.
Poor Treatment
The enquiry heard concerning stories about disabled passengers who are suffering abuse and violence when travelling. There were also reports of neglect and exploitation on domestic flights within Australia. Survey participants painted a fairly dark picture claiming that they felt dehumanised by the treatment of the airlines. Any complaints lodged by passengers were rarely if ever, followed up on. They feel they have been left with no other path to take but to seek help from the Australian Human Rights Commission.
The Letter
Ronald Sackville KC is the author of the letter, and he has raised many concerns explaining the reports that have been received by the Royal Commission. In his words, he says that “passengers are often facing inaccessible facilities and services and unhelpful practices and systems adopted by airlines”. He wrote, “People with disability often experience avoidable challenges when travelling by air. More can be done by airlines and domestic airports to address those challenges, and there needed to be a more inclusive experience”.
Many Issues
It seems that some of the issues are being caused by a lack of staff training, but it is unacceptable that people with disabilities have been dropped on floors because staff are unable to use the hoist for the wheelchairs correctly. There were also concerns that for those who relied on their assistance, dogs had problems accessing safe ramps and were generally discriminated against, with dogs not being made welcome. These findings were unearthed in a workshop that took place in 2022 with members of the disabled community. Sixty people spent time explaining the poor service and discrimination they found when trying to travel throughout Australia by air. More significant issues were raised if a flight was cancelled and passengers needed to be reallocated, with disabled travellers pushed to the bottom of the list and seen as something of an afterthought.
Airlines Respond
There have been some responses from the airlines that received letters, including Jetstar and Qantas, who said that they were both considering the matters that had been raised. A statement said, “Qantas and Jetstar are working hard to improve the experience for customers with accessibility needs”. Virgin. Australia has also issued a press statement saying they will give very close consideration to the contents of the letter, and their statement said, “We know how important it is to ensure we make airline travel inclusive and accessible to all our guests. Finally, the chief executive of the Australian airports Association, James Goodwin, said they, too, were launching various initiatives to train staff about hidden disabilities.