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Ryanair: Man forced to carry his wheelchair-bound wife onto plane after flight crew refuses to help
Everybody knows that flight crew members these days won't help you lift a bag into the overhead compartment, even if you are a 90-year-old woman. Still, one wonders whether there wasn't something Ryanair could have figured out to do in the following case.
A British man recently was forced to carry his disabled wife on board a Ryanair flight departing Luton, England for France after the airline's flight crew refused to help, citing company safety and health regulations, according to the UK's Daily Mail newspaper.
The Ambulift device required by 54-year-old Jo Heath, who is bound to a wheelchair, never showed up at Luton for her flight, despite the fact that Heath had told Ryanair she needed it when she booked her ticket.
The flight crew said it was Ryanair policy to leave behind passengers who could not board themselves, the Mail said.
The next flight left in three days, so Heath's husband decided to throw her over his shoulder and climb the stairs to the plane himself.
She told the newspaper: "It was quite a dangerous thing for Paul to attempt. If he had slipped over or dropped me God knows who would have helped us out.
"I was scared and very embarrassed by it and you could see other passengers were starting to get a bit ratty. I had done everything I needed to for Ryanair to get me on the plane."
The couple said the airline's actions were a violation of the UK's Disability and Discrimination Act.
Ryanair did apologize to the couple, and said it was company policy for the flight crew not to lift passengers up stairs because of health and safety concerns.
The couple did receive a voucher from Ryanair good for about $200.
It's easy to bash Ryanair on this one. Fine. Sometimes company regulations should be overlooked.
But what about this: Were there any good Samaritans on board the plane that day who could have lent a helping hand? Appears not. They were busy getting "ratty."
Filed under: Airlines, Consumer Activism
Reader Comments (Page 1 of 6)
Emma Leigh Jul 9th 2008 9:35AM
There was a no win on this one. Let's suppose the employee did decide to NOT follow company policy and tried to carry this woman on board. Now let's suppose he dropped her - and killed her. Who is going to lose everything? Thats right - the employee who failed to follow company policy. The company will dodge the lawsuit because the employee was expressly told not to try to lift any passengers.
Let's even suppose he didn't drop her, but ripped out his back so bad he can't work anymore. The company will deny benefits because he failed to follow policy.
It may seem rude - but you must be able to accomdate yourself. Her issue should be with the company that failed to provide the lift. Not the airline.
SOPHIE Jul 9th 2008 5:48PM
Emma Leigh, you forgot this: the couple had placed an order, and WAITED 3 DAYS for it to show up when it didn't in time (after I'm sure, ordering it AGAIN AND AGAIN) for a lift for her. All this wouldn't have happened if THE AIRLINE wouldn't have messed up in the first place, and then hadn't messed up further in not rectifying it. If I were the manager there, I would have made it a pririoty to find a DEVICE to do the job. In other words, the Brits are becoming as selfish and INCOMPETENT IN THEIR JOBS ARE WE ARE!
june Jul 10th 2008 2:48PM
They could have used the hydro lift.......duh...they had one. they just didn't have it there. Airlines are going waaaaaaaaaaaaaaay overboard in their ability to save themselves, they are hurting their own business.
Teri Jul 9th 2008 6:51PM
Emma,
I don't think you and I read the same story here! The story I read didn't indicate who dropped the ball that was to deliver the lift necessary to get this lady on the plane. The version I read stated that Jo Heath made all of the necessary arrangements when she bought her ticket. So either Ambulift or Ryanair dropped the ball. Company policies should consider the customer service when written and if the employee has a heart, they would have contacted management when this came up. Shame on Ryanair. They really humiliated this poor couple. Then added insult to injury with a $200 voucher!!! Common sense would say this poor couple would not use Ryanair again. Certainly, Ryanair would have known this. They may as well have issued a million dollar voucher because these folks won't want to sell out and use this airline ever. I would literally wipe my butt with the $200 voucher and deliver it to the upper management of Ryanair.
Another example of American superiority. The ADA would be advocating on behalf of the Heaths. Wow is this terrible.
Kay Jul 9th 2008 7:14PM
Sophie,
You are wrong when you said the couple waited 3 days for the lift after ordering it over and over agin but it never showed up. that is totally wrong information. You need to go back and read the article again. The couple ticketed for a flight and when ticketing they requested the ambulift be there waiting for them to assit the wife into the aircraft. When they got there the lift was not there so they asked the flight attendants for help. Flight attendants are NOT allowed to step off the aircraft during passenger boarding for safety reasons of those passengers who are currently sitting on the aircraft. Also flight crews are not trained in the proper way of lifting passengers up and down stairs .
That is why there are assiting devices made for airplanes like an ambulift to assist the passenger who have disabilities or mobility problems. If the airline does not invest in assistance devices then they must train agents in proper lifting and handeling assistance of disability passengers into the airplane. After the device was not there and they obviiously have no trained agents to assit in lifting the flight needed to take off so the airline offered to rebook the couple on the next departing flight. The next departing flight was scheduled to leave 3 days later. The couple did not want to wait 3 days for a new flight and they probably felt they could not wait 3 days for the next flight so the husband decided he would carry the wife up the stairs himslef. That was a very very dangerous situation the husband put the wife in as well as himself. He could have fallen backwards or fallen forward and dropped the wife off his shoulder and back causing the wife to break her kneck and back even breaking his own back or kneck. No flight is worth taking that chance of putting yourself in that position. The husband should have NEVER decided to do that but the airline DOES share fault in putting the couple in that situation because the airline DOES have a responsiblity to assure that dissibilty passengers have a way of boarding the airplane. The airline MUST provide an assistance device or trained agents to assit disabilty passenger into the plane it's the law. Jefferey Wright is correct in saying what could the airline do at that point but offer to rebook the couple if there was no assistance device available and no trained agents available but passengers on the plane should NEVER EVER offer to assist lifting a passenger into the or out of the plane UNLESS it is in an event of a emergency evacuation ONLY and the passengers has agreed in advance to be an able body assistant.
The author of this article, Jeffery White is wrong in making such a broad statement when he says "Everybody kows that fllight crews these days will not help you to lift a bag into the overhead compartments, even if you are a 90 year old woman" I just hate when people write these articles when they notice an experience on a flight by one crew and make an inclusive statement to include ALL crews as if they have first hand knowledge of EVERY crew member in the industry. I am a flight attendant for one of the largest regional airline in the US and I am ALWAYS assisting my passengers with their bags, even offering every passenger a pillow and blanket at the start of the flight as well as asking each passenger if the cabin temperature is comfortable for them so once that flight starts they are feeling comfortable even before I start a beverage service. I consider that plane my house and gust that come on board always get great hospiltality when visiting my house and I actually tell my passengers that at the beginning when I welcome them onboard. The flight crew members are always the first to get a bad rap from bloggers and media people regardless of what the situation is. I wish some of these bloggers and media people would start to recognize the many dedicated, very customer service friendly flight crew members out there who work very hard to make their passengers feel RELAXED, RESPECTED and GREATLY APPRECIATED during their flight as much as they love to rag on the problems they find with the few bad apples that are out there because they have grown discouraged at always being vilianized. My employee file which is full of positive customer comments and appreciation letters are proof there are many caring and dedicated flight crew members out there who are not just going through the motions but actually giving GREAT customer care to their passengers.:)
Maria Jul 9th 2008 7:26PM
Are you kidding me, "she is to accomodate herself." In fact she did, she order for a "reasonable accomodation" and the airline fail to furnish a very simple request. The request was deemably reasonable. Of course, it is the responsibility of the airline to ensue safe passage for all passengers. However, people with disabilities are still lacking the respect. I certainly would challenge the ethics and heartless airline employees and corporate headliners on how they failed to even find out where the lift was. A simple phone call to the supplier and words of urgency to get the lift would have cost the airline what 25 cents.
Steve Jul 9th 2008 7:27PM
Her issue should be with the company that failed to provide the lift. Not the airline. ABSOLUTELY TRUE!!
Donna Jul 14th 2008 7:37PM
Wrong,wrong, wrong you are. In the United States, The Americans with Disabilities Act states that areas of public accomidation and transportation MUST have access for those in need. The U.K has something similar and the laws must be adhered to. Litlle if any lifting should be required if the airline were in compliance and had the proper equipment.
Steve Jul 9th 2008 9:35AM
What do you expect from an airline who's owner tells reporters he plans to offer blow jobs on his transcontinental flights..He will have two classes on board, economy and "beds and blow jobs".(the story is on Gadling)..An Irish class act. I live in Europe and Ryanair may be cheap, but it's a joke of an airline. It's worth paying a little more to get decent service
Maria Jul 10th 2008 9:31AM
I think the word kindness was over looked by the airlines and it's cheap paying clients - they should all be ashamed and embarrassed. They can only be ashamed and embarrassed if they have a conscious and apparently they don't - how vulger can you be -
PATRIOT Jul 9th 2008 4:27PM
SHOULD HAVE TAKEN THE TRAIN
C.C. BLYTHE Jul 9th 2008 4:40PM
I hope I never have to Fly again!!
Tonya Jul 9th 2008 7:43PM
DON'T.......DRIVE
MaryMRevis Jul 9th 2008 4:58PM
WHAT THE HELL IS WRONG WITH ALL THESE PEOPLE!!!. I KNOW FOR A FACT, MY HUSBAND AND I WOULD HAVE BEEN RIGHT THERE TO HELP..IF WE WERE ON THIS FLIGHT. THE FREAKING AIRLINE AND ASSES ONBOARD WHO WERE GETTING "GETTING RATTY". SCREW THEM ALL!!!. WHEN THE DAY COMES (GOD FORBID) THAT THEIR ASSES NEED HELP IN SUCH A WAY..I HOPE THERE IS SOMEONE THERE SAYING IN THEIR EAR "HOW DOES IT FEEL DIPSHITS!".
teriqua Jul 9th 2008 9:13PM
AMEN TO THAT!
MaryMRevis Jul 9th 2008 10:39PM
Oh thank you Teriqua. While I DO understand that the couple had some burden of responsiblilty (which they fullfilled by requesting and trying to get the intial life for the wife) The Airline and employees themselves ADDED to the stress. All this b.s. talk about how they can't do anything, due to safety policies and procedures is bull. What the hell about DECENT AND BASIC HUMAN KINDESS IN THIS WORLD?.
I am certain this couple followed what they were told to do in preparing for this flight, but also expected the Airline to at least extent a little understnading and kindness toward their situation.
James Jul 9th 2008 4:46PM
They were on a flight bound to France and everyone is surprised this happened? That the other passengers only got "Ratty"? I wonder how many employees and opassengers weren't French. (Yes, thios is a french bash!)
BEAUTIFUL ONE Jul 9th 2008 4:51PM
Thanks 4 the details Steve - folks ALWAYS get what they pay for!
I KNOW I had never heard of this airline!
steve Jul 9th 2008 4:50PM
I personally would not want anyone to touch my wife if she had a health condition for any reason, I would have carried my wife on board my self and if I was unable to I would have arranged for the services required to help my wife, I'm her husband not this airline service which is not certified to assist passengers under certain circumstances, I fly Internationally and Interstate, I have seen some really strange things with passengers too.. I respect the wife in this case, I also feel the husband should play more of the husband role too!!
shelly Jul 9th 2008 5:19PM
SORRY YOU HAVE NO COMPASSION!!