Need your advice on how best to publicize my experience and ensure that this doesn't happen to anyone else in same situation.
We were travelling for 3 night stay in Adelaide. My husband is almost 86 and has limited mobility for distance although he can manage inside plane and up a flight of stairs albeit slowly. He also has limited vision.
Obviously could have flown with Tiger or Jetstar but thought Virgin was worth extra money as I thought they would offer more certainty with wheelchair provision and service. First I rang Virgin to as retain likely availability of wheelchair prior to booking flight. Booked flights, requested wheelchair for all flights and received confirmation of this via email. Check in at MEL and wheelchair pushed by Virgin staff member to lounge and then along to air bridge. Good service as expected.
Arrived in ADL, husband was pushed from plane to lounge where I was asked if l could push him rest of way. Had a motorized wheelchair and obliged.
Return trip I was given wheelchair at check in to push to ADL LOUNGE, staff took husband from there. When I questioned staff why staff had not pushed wheelchair I was told it was too much of an Occupational Health and safety issue as they would be pushing passengers all the time!!
At Melbourne lounge I was expected to push husband again from lounge.
This experience was new to me as all other requests with other airlines have involved staff pushing husband all the way from check in to plane door or from plane door to baggage collection at very least.
It is not easy for an older woman to push 96 kg husband and his hand luggage as well as manage my own. I feel their has been a dereliction of duty on Virgin s part and a direct lack of duty of care for passenger welfare. Who would have been liable if I had run into another traveller, injured myself, had a heart attack or a back injury? Doubt my insurance would cover it!
What is Virgin airlines responsibility and liability in the situation above? I would appreciate your feedback on this situation. I also need to know best way to inform Virgin airlines of my negative experience and tell other prospective passengers about the possible consequences of booking wheelchair access with Virgin.
If this ever arises again I need some legal words to rebut staff view that they can abrogate their responsibility . I obviously need to be more assertive. Are there Duty Managers? Shame we have lost our Discrimination Ombudsman. You help would be most appreciated. Thank you in advance.
We were travelling for 3 night stay in Adelaide. My husband is almost 86 and has limited mobility for distance although he can manage inside plane and up a flight of stairs albeit slowly. He also has limited vision.
Obviously could have flown with Tiger or Jetstar but thought Virgin was worth extra money as I thought they would offer more certainty with wheelchair provision and service. First I rang Virgin to as retain likely availability of wheelchair prior to booking flight. Booked flights, requested wheelchair for all flights and received confirmation of this via email. Check in at MEL and wheelchair pushed by Virgin staff member to lounge and then along to air bridge. Good service as expected.
Arrived in ADL, husband was pushed from plane to lounge where I was asked if l could push him rest of way. Had a motorized wheelchair and obliged.
Return trip I was given wheelchair at check in to push to ADL LOUNGE, staff took husband from there. When I questioned staff why staff had not pushed wheelchair I was told it was too much of an Occupational Health and safety issue as they would be pushing passengers all the time!!
At Melbourne lounge I was expected to push husband again from lounge.
This experience was new to me as all other requests with other airlines have involved staff pushing husband all the way from check in to plane door or from plane door to baggage collection at very least.
It is not easy for an older woman to push 96 kg husband and his hand luggage as well as manage my own. I feel their has been a dereliction of duty on Virgin s part and a direct lack of duty of care for passenger welfare. Who would have been liable if I had run into another traveller, injured myself, had a heart attack or a back injury? Doubt my insurance would cover it!
What is Virgin airlines responsibility and liability in the situation above? I would appreciate your feedback on this situation. I also need to know best way to inform Virgin airlines of my negative experience and tell other prospective passengers about the possible consequences of booking wheelchair access with Virgin.
If this ever arises again I need some legal words to rebut staff view that they can abrogate their responsibility . I obviously need to be more assertive. Are there Duty Managers? Shame we have lost our Discrimination Ombudsman. You help would be most appreciated. Thank you in advance.
