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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 6 of 6)
Felipe Palacio Jul 9th 2008 8:01PM
It is the fault of the legal system and the trial lawyers that have bankrupt courtesy, caring and compassion. I am sure in that flight there must have been much of it but, the crew has been told "... help passengers BUT don't touch them, or any mishap and ...". What happened with the "Good Samaritan law?
Tom Jul 9th 2008 7:55PM
Yea, right, he almost slipped and dropped her. Such exaggeration.
Cindy Jul 9th 2008 8:00PM
I agree that the airline crew was right to follow their policy since they would've gotten sued anyway if they dropped her. But that's not the problem here. The problem is that the woman requested that a life be brought so that she can enter the plane on her wheelchair. In that case, the airline is at fault. But hey, at least they apologized and gave them $200 back. Seems fine to me.
trishp Jul 10th 2008 9:59PM
hey, he didn't have to do it. the article plainly states HE "decided to throw her over his shoulder". it was his choice to wait or not wait. he decided to not wait. i am sure it is something he has had to do on many occasions to accomodate her.
Kevin Jul 9th 2008 8:09PM
This is a very sad story indeed, I understand the liability worry of the employees. Had I been there I think what I would have done is;
1) Ask the people if they wanted assistance
2) If they did want assistance I would have enlisted the help of a number of other passengers, even if I would have had to shame them into it. If someone would have made an ugly comment they would have had a very unhappy 6'3" 225 lb man with them, and would have been told so in no uncertain terms. I would then tell the folks I would be happy to help, but they need to agree that if there were any problems, We, the helpers, would not be held liable. In most places a verbal agreement is as binding as a written, at least it is here in Arizona.
3) Upon getting enough help I would have then planned a way to carry the lady in as comfortable a way as possible, that would have also let her be transported in a dignified manner.
4) I then would have made sure people were in front and back to insure that if there were any "stumbles" or other problems there would have been backup.
Sometimes all it takes is one person to make a difference and turn the "ratty people" around, making them see how poorly they are acting.
Obviously if the lady's husband (I am assuming close to the same age as her) was able to put her over his shoulder and carry her onboard, she was not overly heavy.
Things like this do make you very disappointed in people, but all we can hope is upon reflection they become disappointed in themselves and react differently the next time something like this happens.
Lin Jul 9th 2008 9:14PM
All of you can go on and on trying to place blame, but shame on everyone for not even attempting to help that man.....they must have all been raised without compassion in their own lives.....how awfully sad
Ken Jul 9th 2008 8:26PM
As the husband of someone who is wheelchair bound and a vetran business flier (average 4 flights per week), I can tell you all that no airline I have ever flown with my wife has gotten it right. So today she refuses to fly anywhere. From losing her personal wheel chair several times worth thousands of dollars and ( gate checked ) each time no less. To telling her she will not be able to use the rest room if she can not get there by herself, again for passenger safety I'm sure. Real policy or not they lost a customer.
To be fair there are a few good crew members who do have their hearts and minds in the right place, sorry to say too few. I understand the crew not wanting to lift someone from a wheel chair, not just for their own sake, but for the safety of the person they are trying to help. If you are not trained in the proper methods both could be seriously injured.
If we have to play the blame game let's put it on the airports / airlines who do not have anywhere near enough of these lifts available. Some airlines own their own equipment and based on the airport, others rely on a third party. Regardless it gets down to money, they did not wish to spend the money on something that did not offer a "return on the investment". Seems things like always get to the bottom line.
So from a guy who fondly remembers eating full meals with real dishes and silverware I can only say that good customer service always seemed like a good investment to me. NOT ON TODAYS AIRLINES
XDRPEPPEREDNECKX Jul 9th 2008 9:13PM
thats FU*KING WRONG. w/ the last name of Heath...u know they are white. not only that but how often do u run into british black men peopleor british mexican people or british chinese people or british 3 country people. "NOOOOOOOOOOOO WHITE PERSON SHOULD EVER BE DISRESPECTED." DISRESPECT A MOSTLY A BLACK OR A 3RD WORLD COUNTRYMAN OR A MEXICAN OR A CHINESEMAN BUT NEVER EVER EVER SHOULD A WHITE PERSON BE DISRESPECTED.
CDE Blake Jul 10th 2008 12:09AM
OH, just wait a few years, folks! With any luck at all, we'll ALL be disabled in some way and/or very ollllllllllld in need of some consideration/accommodation. Ryanair needs some huan resurces training IF THEY WANT TO STAY IN BUSINESS!!! Shame on them.
Kevin Jul 9th 2008 10:23PM
All of their planes are 737-800 jets, a pretty big plane.
shelly Jul 10th 2008 9:26PM
To: Lisa Medred, I never said anything about
global warming or oil shortage etc. As the old
saying goes it takes one to know one so I guess you are the IDIOT not me!!!!!!!! I only
asked a simple question are they not handicap accessible. Now i know why I DON'T do a lot of bloging. People like you think they know it all Go ahead have fun!!!!
shelly Jul 10th 2008 1:21PM
To: Lisa Medred, I never said anything about
global warming or oil shortage etc. As the old
saying goes it takes one to know one so I guess you are the IDIOT not me!!!!!!!! I only
asked a simple question are they not handicap accessible. Now i know why I DON'T do a lot of bloging. People like you think they know it all Go ahead have fun!!!!
Kay Jul 11th 2008 7:29AM
There is alot missing from the story we don't know.
toni houston Jul 11th 2008 3:10PM
Don't count on US airlines to do any better. My college age daughter has been carried on and off airlines because the airline couldn't be bothered to get the wheelchair lift, or bacause she was told it would take 45 minutes to get it, and it was already midnight and she just wanted to get off the plane and go home. She has since learned to refuse to get off the plane, and call the Complaint Resolution Officer (every airport has one) to have them fix the problem. Unfortunately, that oesn't work when bording.
ann Jul 11th 2008 4:41PM
up until recently flight attendants were weighed in to get their jobs. I know of weight lifters who had to take laxatives just to meet the weight requirements. So what makes you think my 115pounds can lift a person up stairs? what happens if i get hurt? who will support my family? Who will pay my medical bills? you people don't even like us and only have nasty things to say about us. You threaten us, physically abuse us and then we are suppose to risk our own lives lifting you up stairs? No we do not put luggage away. If you can't do it yourself what makes you think I can? We offer several places thoughout the airport where they will take your luggage for you and no one will be required to put it above their heads and try to make it fit in the bend. I don't know if you have ever had to go on worker's comp. maybe you should give it a try and let us know how well you are treated. At my company you could even loose your job for an on the job injury. They will add a couple of sick calls with your oji and just fire you. Nothing you can do. The state of Texas is a right to work state. To bad if you get fired in Texas. Even if all goes well and worker's comp pays your medical bills and gets you reabilitation you still will be making alot less money that you normally would and you may have to live with the pain for the rest of your life. Check it out. See if I am right. Oh and good luck trying to sue. I was not hired as a strong man who has ninja skills. I am hired to check emergency equipment making sure it is in good working condition. It is my job to make sure you follow thee faa's rules giving you the best chance of survival in a crash. I am also trained to open the planes doors and direct you on how to get you off the plane. If you need me to carry you off the plane in an emergency you can just forget it. some off you need to loose some serious weight and my 115 isn't going to be able to pick up your big a** and carry you off the plane.
basbleu Jul 16th 2008 7:50PM
When we flew my Mother from Montana to Georgia on Delta we had first class toickets in order tp provide more room for her, she was left side paralized from 2 strokes. Wer had an oder for soft food as she was unable to swallow very good, there was no soft food for her, they gave her a fresh veggie plate, uncooked carrots and cucumbers and anything but soft. She ate yoghurt on her flight. Arriving in Atlanta they searched for an isle wheelchair which would fit between the seats and we could move her outside to her wheelchair. There was none, my Mother sat for 2 hours in her seat, waited to get off, while the Delta cleaning crew cleaned the plane around us.When we finally got off her wheelchair was missing and we were told it had been used by an airport person to transport another handicapped person out of the terminal. Mind you, this wheelchair was personal property of my Mother! When we finally got out of the front door and saw our dr9iver trying t stop in front of the doors but was hindered from doing sso by airport security we realized that a handicapped person today should not be around planes or airport employees or people who have no understanding how complicated life is for the handicapped without airport/airline BS. My Mother is dead now but I will never forget the misery Delta put us through while we were trying to take Mother home with us to live out her life.
Griff Jul 17th 2008 2:08PM
"Sometimes airline regulations should be overlooked"? Might you be more specific...which ones would those be? Do you mean the ones to protect the crew from litigation, or maybe the ones that say "Don't descend into a airport that has poor visibility", or perhaps "make sure that everyone is wearing their seat belt" in case that grandpa has had too many pies and can't seem to get the damn thing to fit anymore? They both keep passengers and crew safe...but you'll bitch about anything if it stops you from getting where you're going when you want to go there.
Sorry kids, that multi-million dollar piece of equipment isn't your car, nor do you get to tell anyone how to make it go. If you think that you can handle a 150 foot long, 90 ton aluminum winged tube at 600 mph six miles above the earth (Where you would have seconds to get your mask on if there was a "loss of cabin pressure" before hypoxia kills you), through storms, snow, turbulence, crowded airspace, loaded with thousands of pounds of fuel, engines turning at 25,000+ rpm at 1,000 degrees c, and then land that tin can at 150 miles an hour on a strip of concrete less than 150 feet wide and then get the damn thing slowed down before it runs off the runway and kills everybody...
...then get your own damn airplane and stop telling the aircrew how to do their stuff.
Bob Jul 30th 2008 4:43PM
Before everyone jumps on the I hate flying bandwagon you should know that in most cases the airline is not responsible for providing wheelchairs and attendants. The airport is!