Airlines must lift their game

An incident last Thursday the 26th of February, again illustrated the fact that Australan Airlines have not adopted an inclusive approach to disabled passengers. The emphasis is still on "accommodating" people as exceptions and logistical problems to solve rather than embellish a culture of inclusion. Until we get past this "problem" mentality we will never have a society based on treating everyone as equal and valuable human beings and we will never get to a stage of true inclusive travel. While Jetstar were relatively prompt in addressing this issue it still highlights a failing in their fundimental corporate culture. The two articles from the Northern Territory Times are reprinted below.

Jetstar turns away man in wheelchair

NADJA HAINKE

February 26th, 2009
TRAVEL NIGHTMARE: Glen McDonnell was about to board a Jetstar return flight from Bangkok when staff said they wouldn't take him home

A WHEELCHAIR-BOUND man felt humiliated at a foreign airport when Jetstar refused to let him on board because he couldn't walk.

Glen McDonnell, 36, had travelled with the budget carrier from Darwin to Thailand via Singapore.

But when he was boarding the plane at Bangkok for his return flight, Jetstar staff told him they were unable to take him home.

Speaking from Bangkok airport yesterday, Mr McDonnell told the Northern Territory News that he felt humiliated.

"They told me I'm not allowed on the plane," he said. "I think it's very discriminating."

Mr McDonnell, who was left paraplegic after a motorcycle accident when he was 15 years old, travelled by himself to Thailand on December 2 for a two-month holiday.

His trip turned into a nightmare when he faced staff at the boarding gate in Bangkok.

"I checked in my luggage and went through customs and all that," the psychology student said.

"And then the station manager asked me if I could walk at all. I said no and he said I wasn't allowed on board.

"He was quite arrogant about it."

Mr McDonnell, who lives in Wagaman, said that he had to check out again and wait for his luggage to return.

However, he said that after his "making a fuss" the airline booked him on another flight last night and gave him a $150 voucher for a hotel room in Singapore.

Jetstar Asia failed to return calls from the Northern Territory News last night.

Forget air travel ... go by sea!

The airline's Australian sister company came under fire for similar incidents in 2005 when two Hobart sportspeople were told they could not travel on a Jetstar flight because they were wheelchair-bound.

The men, returning from the Australian Wheelchair Tennis Open in Melbourne, said they were capable of looking after themselves.

But when the pair was sitting in the plane, the pilot told them they had to check out again because they did not have any carers.

And a Territory family was stopped from boarding a Tiger Airways flight from Darwin to Singapore two years ago because daughter Anastasia Maillis was disabled.

The family was told to leave the girl behind but they refused and lost $15,000 worth of travel expenses.

Jetstar blames 'mix-up' for stranded Territorian

February 27th, 2009
Glen McDonnell, denied boarding by Jetstar.

JETSTAR has apologised for prohibiting a wheelchair-bound man from boarding a plane in Thailand, saying it was a "mix-up" of policies.

Airline spokeswoman Simone Pregellio said the company corrected the error as soon as it was aware about it.

"It was our first priority," she said.

Darwin-resident Glen McDonnell, 36, made national news yesterday after Jetstar Asia did not let him board at Bangkok airport because he was unable to walk.

Mr McDonnell, who has been paraplegic for 21 years, told the Northern Territory News he checked in and went through customs before staff at the boarding gate told him they were unable to take him home.

Ms Pregellio said the error happened because Jetstar Australia had a different "wheelchair policy" than its Asian counterpart.

"Unfortunately there was a bit of a mix-up which should have been picked up at the check in," she said. Mr McDonnell, who studies psychology at Charles Darwin University, was booked on to another flight to Darwin via Singapore the same day.

Ms Pregellio said the company also covered the passenger's expenses in Singapore.

Ms Pregellio said the airline improved its services to wheelchair passengers since a similar incident happened four years ago where two disabled sportsmen were told to leave a plane in Hobart because they did not have any carers.

"Jetstar (Australia) carries about 400 wheelchair passengers a week," she said.



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	Airlines must lift their game An incident last Thursday the 26th of February, again illustrated the fact that Australan Airlines have not adopted an inclusive approach to disabled passengers. The emphasis is still on "accommodating" people as exceptions and logistical problems to solve rather than embellish a culture of inclusion. Until we get past this "problem" mentality we will never have a society based on treating everyone as equal and valuable human beings and we will never get to a stage of true inclusive travel. While Jetstar were relatively prompt in addressing this issue it still highlights a failing in their fundimental corporate culture. The two articles from the Northern Territory Times are reprinted below. Jetstar turns away man in wheelchair NADJA HAINKE February 26th, 2009 TRAVEL NIGHTMARE: Glen McDonnell was about to board a Jetstar return flight from Bangkok when staff said they wouldn't take him home A WHEELCHAIR-BOUND man felt humiliated at a foreign airport when Jetstar refused to let him on board because he couldn't walk. Glen McDonnell, 36, had travelled with the budget carrier from Darwin to Thailand via Singapore. But when he was boarding the plane at Bangkok for his return flight, Jetstar staff told him they were unable to take him home. Speaking from Bangkok airport yesterday, Mr McDonnell told the Northern Territory News that he felt humiliated. "They told me I'm not allowed on the plane," he said. "I think it's very discriminating." Mr McDonnell, who was left paraplegic after a motorcycle accident when he was 15 years old, travelled by himself to Thailand on December 2 for a two-month holiday. His trip turned into a nightmare when he faced staff at the boarding gate in Bangkok. "I checked in my luggage and went through customs and all that," the psychology student said. "And then the station manager asked me if I could walk at all. I said no and he said I wasn't allowed on board. "He was quite arrogant about it." Mr McDonnell, who lives in Wagaman, said that he had to check out again and wait for his luggage to return. However, he said that after his "making a fuss" the airline booked him on another flight last night and gave him a $150 voucher for a hotel room in Singapore. Jetstar Asia failed to return calls from the Northern Territory News last night. Forget air travel ... go by sea! The airline's Australian sister company came under fire for similar incidents in 2005 when two Hobart sportspeople were told they could not travel on a Jetstar flight because they were wheelchair-bound. The men, returning from the Australian Wheelchair Tennis Open in Melbourne, said they were capable of looking after themselves. But when the pair was sitting in the plane, the pilot told them they had to check out again because they did not have any carers. And a Territory family was stopped from boarding a Tiger Airways flight from Darwin to Singapore two years ago because daughter Anastasia Maillis was disabled. The family was told to leave the girl behind but they refused and lost $15,000 worth of travel expenses. Jetstar blames 'mix-up' for stranded Territorian February 27th, 2009 Glen McDonnell, denied boarding by Jetstar. JETSTAR has apologised for prohibiting a wheelchair-bound man from boarding a plane in Thailand, saying it was a "mix-up" of policies. Airline spokeswoman Simone Pregellio said the company corrected the error as soon as it was aware about it. "It was our first priority," she said. Darwin-resident Glen McDonnell, 36, made national news yesterday after Jetstar Asia did not let him board at Bangkok airport because he was unable to walk. Mr McDonnell, who has been paraplegic for 21 years, told the Northern Territory News he checked in and went through customs before staff at the boarding gate told him they were unable to take him home. Ms Pregellio said the error happened because Jetstar Australia had a different "wheelchair policy" than its Asian counterpart. "Unfortunately there was a bit of a mix-up which should have been picked up at the check in," she said. Mr McDonnell, who studies psychology at Charles Darwin University, was booked on to another flight to Darwin via Singapore the same day. Ms Pregellio said the company also covered the passenger's expenses in Singapore. Ms Pregellio said the airline improved its services to wheelchair passengers since a similar incident happened four years ago where two disabled sportsmen were told to leave a plane in Hobart because they did not have any carers. "Jetstar (Australia) carries about 400 wheelchair passengers a week," she said. .