Disabled flyers complain of air travel discrimination

Some disabled travellers in Guernsey said they felt discriminated against when they travelled from the island’s airport with flight operator Aurigny.

Wheelchair user Stephen Wall said he had been told his chair was too big to travel on the company’s ATR plane in 2023.

Amputee Christine Le Prevost said she was treated differently to other travellers, and it was embarrassing “in this day and age”.

A spokesperson for Aurigny said the airline worked closely with the airport to provide passengers with the “assistance required” and it “remains dedicated to offering this support to all customers who request it in advance”. The BBC has contacted Guernsey Ports, which operates the airport, for comment.

Mr Wall had to be flown on Aurigny’s now retired jet after he was told his chair was too big.

He said the difficulties he had experienced “wouldn’t put [him] off” flying, but Guernsey needed an airline that “knew what it was doing”.

Mr Wall said: “As taxpayers, we’ve been subsidising this airline for donkey’s years.

“They all talk about specialised routes and lifetime routes, but in the normal aviation world they wouldn’t last five minutes.

“I hope they have sorted it, but I doubt it.”

Mrs Le Prevost said she always told staff at the airport she was an amputee, even though they could see it, as she knew the metal in her knee replacement and artificial limb would set alarms off.

She said she was treated differently to other travellers, being taken into “a different room”, having her artificial limb swabbed down, and being asked to remove her shoes.

Mrs Le Prevost said: “I often have to ask for a chair because I’m not very good at walking without shoes on – the artificial limb is set to have a pair of shoes on.”

She said staff were generally understanding but it was embarrassing “in this day and age”.

Mrs Le Prevost said she used to travel regularly to disabled sports events as chair of a local disability sports group.

She said the group “didn’t really have a lot of problems” travelling with the island’s ferry company, Condor, whereas some people became “quite anxious” when flying.

Mrs Le Prevost said some staff were “absolutely marvellous” but “others just can’t understand what’s happening – it’s like swings and roundabouts”.

She said: “In this day and age some people are more aware about disabilities and things are for the better for all people – so things are improving.”

Peter Leigh, who runs an adapted taxi service, said his clients have had bad experiences travelling to and from Guernsey because of unsuitable equipment to help them board.

He said life was “very difficult” for disabled people who travelled alone.

Mr Leigh said: “It should be easy. Life shouldn’t stop just because you’re in a wheelchair.

“The support in Guernsey should be unrivalled because it’s a single airline.”

Guernsey introduced new legislation in 2023, which outlaws various forms of discrimination including ableism – discrimination against disabled people.

Businesses are required to make “reasonable adjustments” so that disabled people have access to their goods and services.

However, the law gives businesses until 2028 to make changes to physical features.

In a statement, Aurigny said it had recently ordered two height-adjustable remote boarding ramps to “better support customers”.

It said it had also invested in ramps at Southampton Airport and Gatwick Airport.

A spokesperson said: “Staff have been trained to assist customers with mobility issues and hidden disabilities and continue to improve their knowledge and skills further.”

They added in May, the airline had helped 427 customers with reduced mobility to board and disembark.

“The airline remains dedicated to offering this support to all customers who request it in advance.

“Customers needing special assistance on an Aurigny flight should contact our reservations team a minimum of 72 hours before travel.”