Jet Air apologies after seriously injuring Rustom Irani, a filmmaker with disability, while transferring him on seat

Filmmaker Rustom Irani, has pursued several interests particularly travelling, and his being a wheelchair user has never been a deterrent in any of those pursuits. However, what he went through at Nagpur Airport few days ago will definitely haunt him in the days to come. It was sheer insentivity and negligence on the part of Jet Airways that he ended up in hospital risking his impending work schedules including an urgent travel to London.

We have heard of the insensitivity and harassment travellers with disabilities seem to routinely face while flying. Some speak out, many don't. Irani, a person with "high support needs", while flying from Nagpur to Mumbai on a Jet Airways Flight S2880, was treated by the airlines so roughly that he had to be taken to hospital which advised him bed rest for an indefinite period due the knee fracture he sustained on the flight during the incorrect transfer technique by untrained staff.

Irani, a person with spinal muscular atrophy and a frequent air traveller, had informed Jet authorities in advance that as a wheelchair user, he will require the assistance of four people for transfer to the seat from the wheelchair in absence of any lifting mechanism available at the airports. But he faced several problems during his travel this time. To begin with, he was assigned a seat at the back of a plane, that too after his place was changed twice. When he reached the Nagpur Airport, Jet officials also refused to board his electronic wheelchair at first saying that wheelchairs only up to 30 kgs were allowed and then they realised their folly.  

When it came to boarding, instead of professional staff, a ground engineer and baggage loader were called for help. Other passengers were asked to start boarding while he was still getting on. The three officials called to assist in boarding were complete novices. They did not know how to handle me. First, they tried to lift me with their arm. When I objected, they used a sling and plonked me like a piece of luggage. My right leg was stuck at a right angle to my body in the on-board wheelchair.

Irani says he felt “three snapping sensations around his knee” and “excruciating pain, with the leg still caught.” His leg was forcefully pushed out and shoved under the seat. Upon landing in Mumbai, the airport doctor was called. “The doctor suspected multiple ligament tears, my pant leg was torn off, and I was injected with a powerful painkiller. He advised immediate hospital emergency treatment and diagnosis but no Jet representative accompanied me,” says Irani.

His injuries are so severe that he has been advised to stay immobile, putting his impending journey to London in serious doubt.  Irani’s tweet, when shared by disability rights leader Dr Satendra Singh elicited this response from Jet Airways –

“We sincerely regret the incident and are in touch with our Ground Services teams for a detailed review. We are already in touch with the guest and will connect with him post the review.”

Barring a few exceptions, airport travel remains an intimidating prospect for people with disabilities, says Shama Noorani, a disability rights activist, who works with Enable Travels.

“Either they break our chairs, or manhandle us while onloading and off-loading. By the end of every flight journey, my body is filled with aches and pains. The CISF has handheld testers, but they don’t use them everywhere. So many people don’t travel by air for this very reason.”

Noorani has even designed a transfer sling with six belts so that she can be lifted and carried with the sling instead of bodily. “Just because we don’t have movement and sensation in our legs does not mean you can push us around”, she says.

A Jet Airways spokesperson said, “While being seated, due to the aircraft’s limited pitch, the guest’s knee brushed against the seat ahead, causing him discomfort. The airline’s in-flight team quickly responded and provided him with requisite medical aid. Upon disembarkation at Mumbai, the guest was immediately provided with required medical attention. Jet Airways has noted the guest’s feedback with concern. The airline’s representatives have been trying to contact the guest unsuccessfully throughout the day for feedback and offer further assistance.”

Clearly, sensitization has to be more than just lip service and more importantly, it has be an ongoing effort involving people who are at the receiving end of this kind of treatment.

Media coverage: 

1. Mumbai Mirror

2. The Newzhook 

Delegation meets DG, BCAS to discuss SoP to address problems faced by Persons with Disabilities during Security Screening at Airports

06 April, 2018, New Delhi

Delegation lead by Subhash Chandra Vashishth, Director, Svayam discussing changes in SoPs with DG, BCAS

A team of stakeholders led by Mr. Subhash Chandra Vashishth, Director Svayam met Shri Kumar Rajesh Chandra, Director General, Bureau of Civil Aviation Security (BCAS) and his team of senior officials to discuss the challenges faced by persons with disabilities and those with reduced mobility during security screening at the Indian Airports. This was pursuant to the National Meeting of Stakeholders organised by Svayam to discuss issues faced during air travel by persons with disabilities and those with reduced mobility, on 22 November 2017, at the Constitution Club of India, New Delhi, and consequent submission of our collated recommendations to the Ministry of Social Justice & Empowerment & Ministry of Civil Aviation.

The meeting took place on 06th April 2018 at the BCAS HQ at Janpath Bhawan, New Delhi. The meeting offered yet another chance to stakeholders to actively participate in the process and negotiate for their demands for accessible, dignified air travel.

The stakeholders were represented at the meeting by Mr. Subhash Chandra Vashishth (Director, Svayam), Mr. Nipun Malhotra (CEO, Nipman Foundation) and Ms. Smitha Sadasivan (Member, Disability Rights Alliance).

Changes in SoPs as recommended during the National Consultation was shared with senior officials of BCAS

The DG, BCAS, at the outset, gave a brief background of the steps taken by the BCAS and assured the stakeholders that the BCAS would take the right steps in this direction to address the issues faced by disabled flyers. He also clarified that while BCAS deals with the issue of security related protocols, DGCA deals with issue of safety & passenger conveniences.

There was a point-wise discussion on the existing Standard Operating Procedures (SoPs) and recommendations by the stakeholders as compiled by Svayam and submitted to the Ministry of Civil Aviation in December 2017. The BCAS officials informed that the Bureau had issued an Addendum dated 03rd October 2017 to the Standard Operating Procedure (SoP) dated 31st March 2014   for screening passengers with special needs and medical conditions. But they agreed that these passengers still face difficulties and embarrassment, and hence more changes are required.  A copy of this Addendum can be accessed here and copy of SOPs here.

Some of the major issues which were discussed included; use of full body scanners, scanning orthosis and prosthesis without invading privacy or causing avoidable discomfort; screening of battery operated wheelchairs, poor quality of airport wheelchairs, allowing airport passes for non-travelling passenger/companion for persons with disabilities, relieving areas for service animals etc.

BCAS officials explained that while “Millimeter wave scanners” though considered safe, require persons to stand in a certain posture, hence it is not suitable for wheelchair users. Other forms of X-ray technologies are not considered due to privacy and radiation issues. Therefore, a mix of multiple security protocols (such as visual profiling, ETD, physical frisking) have to be deployed to scan the wheelchairs in addition to the scanners.

While the issue of prosthesis screening has been largely resolved for cases where the steel rod is discernible, the orthosis has remained a challenge as it uses foam padding to prevent injuries. Presence of foam raises suspicion, requiring deployment of intensive screening procedures to ensure there are no hidden weapons.

On the issue of oxygen cylinders and special medical equipment, the BCAS officials said that they would like to know the best practices from the stakeholders to improve on the screening procedures.

Protocols for screening of service animals is relevantly a new area and challenges were mainly in the areas of soft training of screening staff.  The officials promised to address this issue. It was felt that the availability of “relieving areas” for service animals at the airports was an issue in the domain of DGCA hence this would be taken up with relevant authorities in our next meet.

Edinburgh Airport to launch new App to facilitate easy assistance for passengers with disabilities

Dear Colleagues,

Edinburgh Airport has announced launch of an innovative 'Welcome App' to make the airport more welcoming to those living with disabilities. Created by Neatebox, the app is designed to allow passengers to personalize the assistance they require and request assistance from the airport in advance. 

The Edinburgh Airport passengers with Reduced Mobility team will then receive a notification letting them know that guests are on their way and will be sent extra tips on how best to aid the individual.

As per the Edinburgh Airport, the app is yet another provision they offer to ensure the airport is open and accessible to all, regardless of their needs. This Airport recently became the first airport in Scotland to be recognized as autism friendly. 

Speaking to Insider, Mr. Gordon Dewar, Edinburgh Airports Chief Executive, said, “It’s also good to work with local businesses and implement innovative approaches to passenger needs – we pride ourselves on being innovative and we are confident our accessibility will continue to improve with the introduction of Neatebox.” 

Research carried out by Euan’s Guide showed 92% of disabled people do not feel confident visiting new places due to concerns about accessibility. Neatebox want to help improve lives through the use of smart technology. They hope that the ‘Welcome’ app will help promote Scotland as the ‘epicenter of innovation’.

Gavin Neate, Co-Founder of Neatebox, responding to a question by EN4News about the inspiration behind the innovative app and why it is so important in a customer service environment, said, “When it comes to disability, we need to have so much more information now. Everyone likes to be interacted with differently. If you go up and you were instantly happy and friendly towards someone with autism, that might not actually be what they need. Therefore if we knew what somebody’s needs were before we met them, then that would be brilliant.  70% of people who are disabled have hidden disabilities. We generally think about providing service for people who have obvious disabilities – a blind person, a wheelchair user, someone with a walking cane. Things like autism, epilepsy and dyslexia – these are all disabilities a person has to self disclose. If you’re standing at a bank or if you’re in a hotel or a Starbucks queue, the last thing you want to do is talk to the person behind the counter and explain.” 

Neate added, “We don’t just want to help a disabled person get better service, we want to help the customer service person give better service.”

Read more  at EN4News 

CISF reiterates that Shifting from personal wheelchairs or removal of prothetic limbs not mandatory at Airports

Dear Colleagues,

Please refer to my earlier post titled "CISF amends guidelines to avoid humiliating security checks at Airports for people with disabilities" dated 14 October 2017 detailing the decision taken in a joint meeting of senior officials of CISF, BCAS, DGCA & stakeholders from different disability groups on 11 October 2017 which was also attended by the author.

However, complaints are still being received from different airports that the CISF officials are still unaware of this decision and insisting the users to shift from their personal wheelchairs to the airport wheelchairs to scan their personal wheelchairs. This has forced the CISF to issue the below clarification through this media report in Hindustan Times again. The circular is still not put in public domain by the BCAS though. The last circular cum PIB Press Release which is available in public domain dates back to the 28 March 2014 when "Standard Operating Procedures (SoPs) for Screening of Passengers with Special Needs and Medical Conditions" were issued. (These are also available on this blog at BCAS Security Rules.) 

Here is the news report from the Hindustan Times dated 09 March 2018

Removal of prosthetic limbs not mandatory for security checks at airports: CISF

As per earlier security norms, disabled passengers were shifted to wheelchairs during pre-embarkation frisking at airports.

New Delhi | Mar 09, 2018 

The CISF on Friday said it has decided not to ask differently abled passengers to take off their prosthetic limbs for security checks at airports across the country, except in rare cases when profiling necessitates such action.

The move is a part of new security norms to avoid inconvenience to such persons, Central Industrial Security Force (CISF) officiating Director General Alok Kumar Pateria said at his annual press conference in New Delhi.

CISF Additional Director General M.A. Ganpathy (incharge of airport section) said: “We have now instructed our personnel to visually inspect passengers wearing prosthetic limbs and only ask them for further scrutiny if initial profiling shows something amiss.

As per earlier security norms, disabled passengers were shifted to wheelchairs during pre-embarkation frisking at airports.

He said that the decision was taken in a meeting attended by CISF and Bureau of Civil Aviation Security (BCAS) officers a few months ago.

“The idea was to review the existing BCAS provisions which without compromising on safety make them disabled-friendly.”

Another CISF officer said that a prosthetic which does not have any foam padding cover under which weapon/explosive can be concealed and in which a steel rod is clearly visible, may be visually screened and undergo explosive trace detector checks without removal.

Only in rare cases where there is sufficient justification based on profiling of the passenger may x-ray screening be resorted to, he said.

Staff of Stansted Airport, UK denies assistance because the passenger “didn’t look disabled”!

Dear Colleagues,

Here is a report from the Independent UK about the Stansted Airport in UK refusing to assist a disabled passenger and asking for a charge to help!

A disabled passenger has branded Stansted Airport staff “disgusting” after she was denied assistance because she “didn’t look disabled”.

Nathalie Allport-Grantham, 23, was flying to Nice with Ryanair on 31 December 2017 when a member of staff refused her the assistance she had confirmed ahead of her flight.

Nathalie Allport-Grantham uses wheelchair to manage long distances
(Photo: The Independent)

She had requested the use of a wheelchair to help her to the gate, as well as assistance carrying her hand luggage onboard the aircraft.

But while she was assigned a wheelchair at check-in, she says it was later taken away from her by airport staff who then told her that she was “wasting their time” by asking for help.

Allport-Grantham suffers from Ehlers-Danlos syndrome, a connective tissue disorder which causes chronic pain and joint dislocation, as well as Marfan syndrome and postural orthostatic tachycardia syndrome – a condition which affects the heart, and can cause dizziness and fainting when the patient is standing.

Although she uses a wheelchair part-time, all are invisible disabilities.

She had confirmed wheelchair assistance when buying her ticket on 5 November, opting not to bring her own chair because the airport would provide one instead. Airlines such as Ryanair log the assistance needs of their passengers, but it is the airports in question that fulfil the requests. Stansted contracts its PRM (passengers with reduced mobility) service to an external provider, Omniserv.

Allport-Grantham – who was travelling with her boyfriend – arrived at Stansted in good time for her 7.55am flight, with her boarding pass specifying that she was a special assistance passenger. She told The Independent that on arrival, staff gave her a wheelchair and asked her boyfriend to push her to the gate – common practice at Stansted for wheelchair passengers travelling with companions. 

Staff warned her that there were no lifts available, but assured her that a member of staff would help her up the stairs of the aircraft and carry her hand luggage for her.

The couple made it to a lounge area en route to the gate, where Allport-Grantham transferred from the wheelchair to a more comfortable seat. The wheelchair was quickly taken by an airport employee, who promised to bring it straight back. He never returned, however, and Allport-Grantham was forced to walk to the gate, over five minutes away, where she found two other special assistance passengers waiting to board.

She told The Independent: “I told the lady on duty that I had booked special assistance and needed help with my bags and to get onto the aircraft.

“She looked at me and said, ‘If you want someone to carry your bags, you have to pay £50.’

“I told her I had pre-booked disability assistance and I need help getting onto the aircraft. 

“She said, ‘I’m actually waiting for someone who cannot walk, if you want to get on the plane I suggest you queue up like everyone else. If you don’t want to carry your bag, it’s £50 to have it put in the hold.’

“The person she was waiting for was me, but she was expecting someone who looked more ‘disabled’ than I do. 

“Then she said loudly, in earshot of everyone at the gate: ‘I’ve got disabled people to help and you are wasting their time’. Everyone was staring. It was humiliating.”

When she said she was not allowed to lift anything for medical reasons – lifting can dislocate her joints, tear muscles or rupture internal organs – Allport-Grantham says the employee told her, “Maybe next time don’t bring a heavy bag then.”

After the encounter reduced her to tears, she says a male airport worker came over to ask what was going on, and the agent said, “This lady is wasting my time.”

The male employee checked Allport-Grantham’s name against the list on the screen and confirmed that she was the passenger they had been expecting. “He was really nice and found me a spare wheelchair, but the lady didn’t even apologise,” she said.

In the meantime, the flight was completing the boarding process, and the other two special assistance passengers were already on the plane. Allport-Grantham had sent her boyfriend – who is French, and was visiting family – on ahead as the wheelchair was being sourced.

Allport-Grantham – who carries a card for use on public transport, informing people of her disabilities – says that she was then wheeled outside to the plane but left in the rain for nearly 10 minutes until baggage handlers had finished loading the hold luggage. 

Calling herself “emotionally drained”, she told The Independent that she had contacted Stansted and Ryanair via Twitter. She had received no response from Ryanair, while Stansted had requested more information.

She said: “It isn’t the first time this has happened to me, and I’m sure it won’t be the last. I want to make a fuss because I believe big companies have a responsibility not only to follow the law but also to educate their staff.

“I was gobsmacked by her behaviour. It’s unbelievable that an employee would be so certain that I was faking it that she would speak to me like that.

“People have a sense of entitlement that they ‘know’ who is and isn’t disabled, and if you don’t fit into their idea of disability, it means you’re a liar. It is so sad that people think they know you by just looking at you.

“I would love to be able to carry my own bag, and I would love to be able to manage steps to the aircraft without help.”

A spokesperson for Ryanair said: “While we regret any inconvenience caused, wheelchair services at London Stansted are operated by Omniserv – at great expense to the airlines – and London Stansted is responsible for this service and any problems with it.”

Stansted Airport told The Independent: “Of course, we are very disappointed to hear about Ms Allport-Grantham’s experience and apologise for any distress caused.

“Special assistance is booked directly with the airline and handled by the airport’s PRM provider Omniserv. We are speaking to the provider to find out more about the circumstances of the incident.”

Source: The Independent

National Meeting of Stakeholders on improving air travel experiences of persons with disabilities held in Delhi

New Delhi, 22 November 2017

A ‘National Meeting of Stakeholders’ in New Delhi was organised by Svayam, to seek ideas and suggestions for improving air travel experiences of persons with disabilities & those with reduced mobility.  The meet was inaugurated by Chairperson of Svayam Ms. Sminu Jindal, in the presence of stakeholders, usergroups, disability rights activists and representatives of the DPOs, Parent’s Groups and NGOs working with Persons with disabilities.

Mr. Rajive Raturi, a stakeholder with disability and Director at HRLN making his point.

All stakeholders, particularly diverse user groups from across the nation, raised their concerns, shared experiences – both positive and those requiring action for betterment, and made suggestions to improve the policy framework and its implementation as well as a consensus for a robust grievance redressal system. While stakeholders in Delhi NCR were present at the event, those from outstation participated through skype and email to share their grievances, ideas and comments.

Mr. Faisal Nawaz, a participant with physical disability, sharing his travel experiences

      Shri Thawar Chand Gehlot, Hon’ble Union Minister for Social Justice & Empowerment, Government of India, blessed the event with his message due to his last minute official engagement.  Shri Gehlot expresed that the Ministry of Social Justice & Empowerment is committed to help the Divyangjans lead a productive and respectable life, and travelling with dignity and safety is a fundamental right of every human being.  He assured that the Govt. will consider the recommendations coming out of the consultation meeting as it is committed to improve the air travel experience for all.

Mr. Pankaj Sinha, a participant with visual disability sharing his ideas on how to improve air travel experience for persons with disabilities

Ms. Sminu Jindal, Founder, Svayam, said: “Over the time, the CAR seem to have been amended without involving the disability sector and also certain laxities have been

observed on the part of airlines and BCAS that has led to a strong resentment in the passengers with disabilities.” 

She added that this year has been remarkable for the disability sector for the Govt. of India notified the new Rights of Persons with Disabilities Act 2017, raising the number of disabilities from 7 to 21. “This presents an opportunity for all of us to revise the existing framework of civil aviation requirements for carriage of persons with reduced mobility by air to address their issues as well.” 

“Just imagine the pride we will have as a nation if we achieve our objectives in making our airports and airlines accessible; it will really put India on global map as one of the best air travel countries for persons with disabilities and those having reduced mobility,” Svayam Founder said.

Subhash Chandra Vashishth, Director, Svayam, who moderated the sessions, said, “The stakeholders feel that the Asok Kumar Committee recommendations have also not been fully incorporated in the present DGCA’s CAR on carriage of persons with disabilities by air as well as in the SOPs published by BCAS. So, we hope this meeting will work like an eye-opener, and the recommendations arising from it will bring the desired changes in existing rules, infrastructure and airport and airline & security staff behaviour.”

Mr. Subhash Chandra Vashishth, Director Svayam,  moderating a session

The discussions and feedback went beyond the Consultation Meet and continued for several days via emails towards preparations of the final recommendations. We deeply appreciate the contribution made by the participants not just during the consultation meet but mulling it over subsequently to arrive at a more balanced draft covering needs of maximum diversity.

Issues discussed:

Dr. Satendra Singh, a stakeholder with disability discussing the challenges in SOPs for security screening at airports

The stakeholders discussed key issues which still create difficulties for persons with disabilities while travelling by air, and also suggested solutions and global best practices. The list of issues raised included ease of ticket booking and collection of information about specific needs, helpline, info on website, accessible taxi service, knowing the aircraft & its facilities & limitations, 21 disabilities & their special needs, Check-in, Security & screening, Airport Assistance, Prosthetic & orthotics screening, training & sensitization of staff, Dry cell & wet battery operated wheelchairs, ambulift/shoots, on-board assistance & briefing, wheelchair/mobility equipment in cargo, interline transfer, issues with smaller aircraft, safety & emergency mechanism, disembarking, wheelchair/mobility equipment retrieval, baggage collection, Wheelchair/mobility equipment damage claim/repair or alternative, data maintenance of travelers with disabilities, use of right terminology  and grievance.

Supporting Organisations/ Stakeholders:

1. Ms. Jeeja Ghosh, IICP, Kolkata
2. Mr. Rajive Raturi, Adv Ms. Tanya, Human Rights Law Network
3. Mr. Muralidharan, National Platform for the Rights of the Disabled
4. Mr. Deepak Krishna Sharma, Sense International India
5. Ms. Suvarna Raj and Mr. Pradeep Raj (Para athletes)
6. Dr. Satendra Singh, University College of Medical Sciences, New Delhi
7. Mr. Lalit Narayan, PDDUIPH
8. Mr. George Abraham, Eyeway
9. Ms. Shalini Khanna, Ms. Amarjeet Kaur & Ms. Karuna Kumar, NAB India-Centre for Blind Women, Delhi
10. Mr. Nekram Upadhyay, Indian Spinal Injuries Centre
11. Mr. Hector Ravinder Dutt, Association of Spinal Educators & Allied Professionals
12. Mr. Piyush Chanana & Mr. Vikas Upadhyay, Assistive Technologies Lab, IIT Delhi
13. Ms. Smriti Shankar, Muskaan, Delhi
14. Ms. Vaishnavi Jayakumar, The Banyan
15. Prof. V.S. Sunder, Disability Rights Alliance
16. Mr. Jignesh Shah, Freedom Wheels Enterprises, Gujarat
17. Mr. Mohammad Faisal Nawaz, Disability Activist
18. Ms. Sminu Jindal, Mr. Subhash Chandra Vashishth, Mr. Navin Nayan, Mr. Anwar Huda, (Svayam)
19. Mr. Samuel Mani, Disability Activist & Entrepreneur
20. Mr. Pankaj Sinha, Pace4India
21. Ms. Ruma Roka, Noida Deaf Society
22. Prof. Anil Kumar Aneja, All India Confederation of the Blind (AICB)
23. Ms. Amba Salelkar, Equals Centre for Promotion of Social Justice
24. Mr. Rajesh Bhatia & Ms. Smiti Bhatia, Activist for Dignified Security Procedures for Persons with Disabilities
25. Mr. TMN Deepak Nathan, D3M
26. Mr. Nilesh Singit, Consultant & Disability Rights Activist, Mumbai
27. Ms. Smitha Sadasivan, Disability Rights Alliance
28. Ms. Merry Barua, Action for Autism, Delhi

Svayam Team submitting the Final Recommendations to Sh. TC Gehlot, Hon’ble Minister for Social Justice and Empowerment, Govt. of India

A final set of recommendations for issuing a fresh/revised CAR (Civil Aviation Requirements) by the DGCA (Director General of Civil Aviation) and SOPs (Standard Operating Procedures) by the BCAS (Bureau of Civil Aviation Security of India)  was finally submitted by Svayam Team on behalf of all the contributing stakeholders to Shri Thawar Chand Gehlot, Hon’ble Minister of Social Justice and Empowerment on 14 December 2018 in presence of Ms. Dolly Chakrabarty, Joint Secretary, Department of Empowerment of Persons with Disabilities for their further action.

The Hon’ble Minister reassured that his Ministry is conscious of the problems faced by person with disabilities during flying and they would take this up with the concerned ministry for resolving the issues.

Here is a coverage by The NewsWorld of the event:

Woman forced to CARRY her disabled sister off Jetstar flight after the airline failed to provide a wheelchair when they arrived

• Danae Florias was forced to carry her disabled sister, Marissa, off a Jetstar flight, 100 meters to the terminal
• It's believed Ms Florias was also forced to assemble a wheelchair by herself without help from Jetstar staff
• Jetstar has confirmed it has apologised to its customer and an investigation has been launched 

13 Nov 2017,  Daily Mail Australia

Airline Jetstar has come under fire for not providing a wheelchair to help a woman take her disabled sister from the plane to the terminal.

Perth woman Danae Florias and her sister 26-year-old Marissa, who has cerebral palsy, had been on a holiday to Melbourne last month and were returning to Perth on Jetstar.

The woman was disgusted with the treatment her and her sister were shown by the airline, telling Nine News she was forced to carry her sister 100 metres to the terminal without a wheelchair.

It's believed the wheelchair was supposed to be there, but wasn't, and when she got to the terminal, she had to assemble a supplied wheelchair herself without any help from staff. 'Eventually my sister started crying, thinking they'd lost her wheelchair. She gets very anxious and upset easy so I couldn't calm her down,' said Ms Florias.

When Daily Mail contacted the airline, it said that other media had not told the whole story behind the incident. 'While our customer service officer had a wheelchair on hand to assist with the customer’s transfer from the aircraft to the terminal, we understand this did not meet her specific needs. He then offered to provide additional support,' said a spokesperson. 

In a statement the airline confirmed that it had advised Ms Florias that the investigation into the matter, and the ongoing chain of events, was ongoing. 'Every year Jetstar carries 60,000 passengers with specific needs,' said a Jetstar spokesperson.

'These reports are concerning and do not reflect the normal flight experience of our disabled passengers, many of whom fly with Jetstar often.'  'We apologize to the family for the distress involved and we're investigating how this occurred.'

This is the latest bungle in a series of incidents the airline has come under fire for of its treatment of customers with a disability. In 2009 the budget line upset three-time Paralympic gold medallist Kurt Fearnley, who said he felt humiliated when the airline wouldn't allow him to use his own wheelchair. And more recently, renowned Australian musician Jim Conway was left frustrated by the airline, unable to board a flight to Melbourne earlier this year, because it did not have measures in place to transfer him safely into his seat. 

Ms Florias told Nine news that she would never fly Jetstar again.

Source: Daily Mail UK