Virgin Blue backs down

Aussie carrier, Virgin Blue, described by its CEO, Bret Godfrey as a ”New World” carrier has been forced to back down on what could have been described as its “Old World” policy for wheelchair-bound passengers, announcing that it will only require carers to accompany those weighing more than 130 kilograms.

It appears that two days of talks with the Human Rights and Equal Opportunity Commission and the threat of a Federal Court injunction, became too much for Virgin Blue’s determination to implement the policy, which came into force yesterday.  The airline speedily removed the policy from its website, adding though that anyone unable to push themselves in a wheelchair from the check-in counter to the plane, or any passenger unable to put on an oxygen mask or look after themselves on board, must still buy a ticket for a carer.

The human rights commissioner for disability discrimination, Graeme Innes, said this was “a matter that remains of concern” and unaccompanied children, the elderly and those who simply panic might also need help in emergencies.

Virgin Blue said staff had been injured pushing wheelchairs and that occupational health and safety concerns were a factor in the policy, which was “clarified” yesterday.

Mr Innes said he would convene a meeting of airlines, government departments and disability groups to resolve other issues of concern, such as the size of the aisle wheelchairs.

However, Mr Innes suggested that Virgin should look at buying a heavy-lifting device similar to that used by Qantas.

The Federal Liberal MP Pat Farmer, whose friend Paul Munnari, a Paralympic medallist, was told he would have to buy a carer’s ticket, said discrimination against the disabled was “simply not negotiable”.  

Virgin’s general manager, public affairs, Heather Jeffery, in a report in the Sydney Morning Herald blamed Virgin staff for the furore. “Our call centre staff gave Mr Munnari wrong information,” Ms Jeffery said.

She said that from yesterday, more functional wheelchairs had replaced aisle wheelchairs and would be available to the 45,000 people in wheelchairs who flew with Virgin every year.

“It has never been our intent to discriminate or confuse people and we are sorry that this has occurred,” Ms Jeffery said.

The backdown has put off the possibility of a Federal Court injunction which could have followed a complaint by the Australian Federation of Disability Organisations to the Human Rights Commission, but the Chairman of the federation, Maurice Corcoran, said he welcomed the amendments to the policy, but was still concerned it did not go far enough at this stage and that it still requires passengers with disabilities, such as himself, to undertake actions that are physically impossible for us to do as independent travellers.

The head of the Public Interest Advocacy Centre, Robin Banks, said that the existing policy will mean that many other people with disabilities may also be required to travel with a carer, that this policy is extraordinary in the context of airline travel and that he was are not aware of any other airline with a similar requirement.

Virgin Blue was unavailable for comment when contacted by The Mole yesterday afternoon, but did issue a press release which said that it welcomed the input of the Human Rights and Equal Opportunity Commission  following widespread confusion regarding the airline’s updated Special Assistance Policy.

“Over the past two days, there has been a high level of misinterpretation and this is of great concern to an airline which takes its commitment to special needs passengers very seriously,” said Heather Jeffery, General Manager Public Affairs. She added, “Virgin Blue carries over 85,000 guests with special assistance needs every year and we work closely with disability organisations to ensure our policies are non-discriminatory.”  “We are very concerned at the inference that Virgin Blue has changed its policy to force all wheelchair users to travel with a carer. This is certainly not the case”.

“Virgin Blue acknowledges the wording and communication of its enhanced policy may have been confusing and the airline is pleased to have the opportunity to work with HREOC to clarify the position.  Where there are still outstanding areas of concern, Virgin Blue will continue to work with HREOC and any other organisations to clarify and resolve these issues.”

“It has never been our intent to discriminate or confuse people and we are sorry that this has occurred, our intention has always been to offer enhanced services to all Guests”.

Changes Virgin Blue has made today to the wording on its website include:

Virgin Blue has made it clear that not all wheelchair users require a carer to travel on Virgin Blue. Consistent with industry standards and regulatory requirements, Virgin Blue has always had the requirement to have a carer travel with passengers in certain circumstances. 

Virgin Blue has made it clear that it will continue to assist wheelchair users through the terminal, on to the aircraft and into their aircraft seat. Virgin Blue has recently purchased more than 60 self propelled and electric wheelchairs to allow for independent travel through the terminal for wheelchair users.  For those who require assistance, Virgin Blue staff will continue to assist these Guests to the aircraft.  Virgin Blue staff will operate the electric wheelchairs.

Virgin Blue will continue to consult with special interest groups to address any ongoing concerns.

Report by The Mole