Qantas backflips on wheelchair funding after advocacy

Qantas has reversed its decision and will now fund the replacement of an expensive powered wheelchair that was damaged beyond repair on one of its flights. The backflip comes after advocacy from the wheelchair's owner, Akii Ngo, who had been seeking reimbursement for the costly damage.

Ngo was traveling from Sydney to Melbourne on June 28 after attending a disability conference when the incident occurred. According to Ngo, when they exited the aircraft and tried to put batteries back in the chair, it began beeping strangely and would not turn on. It then began to malfunction with Ngo sitting in it and took off suddenly, almost slamming them into the side of the aerobridge.

Ngo, who lives with multiple disabilities and travels regularly for work, said their wheelchair had been damaged many times before on flights operated by Qantas and other airlines. "I just thought, the wheelchair Russian roulette has struck again," Ngo said.

Ngo explained that they have had to hire wheelchairs since the incident in June. "Sometimes I'm lucky; I land and my wheelchair is fine. There might be a few scratches or cracks and I ignore it, but this time I couldn't use it."

"Without my chair, I can't leave the house for paid work or see friends … I can't be independent," Ngo said.

An independent mobility aid supplier assessed the chair, determining it "beyond repair", and quoted a replacement at almost $6,000. However, Qantas initially said it would only reimburse Ngo up to $3,000, citing the Aviation Civil (Carriers' Liability) Act 1959.

"To finalise this matter, we have processed the amount of AUD$3000 towards a replacement mobility aid," an email sent by Qantas on August 19 said.

Ngo said it was "ridiculous" the airline was relying on a 67-year-old law introduced when smoking was still allowed on board.

The 33-year-old is not alone in having their wheelchair broken on flights, with similar cases reported across all airlines. People with disability have also long complained of discrimination and having to shoulder extra costs during air travel.

Since the incident in June, Ngo has continued flying for work and has had to hire second-hand wheelchairs, which they said risked giving them pressure sores, and often struggled to grip the ground and move up slight inclines.

Ngo said they were grateful for the outcome and believed it only came about because they went to the media, but acknowledged not everyone had the ability to pursue these sorts of issues. "I'm in a privileged position where I'm able to advocate for myself, but someone shouldn't have to go to the media to expose how poorly people with disability can be treated," they said.

"It's exhausting to have to continue demonstrating how invaluable mobility aids are … I can't believe the drastic measures I had to take to get this sorted."

Ngo said the saga had taken a major toll on them. They said Qantas's official forms and communications listed their chair as a "damaged bag" throughout the ordeal, and it made them feel the company did not understand how critical wheelchairs were for users.

"Losing luggage is an inconvenience. Losing or breaking a mobility aid changes the way in which you live your life," Ngo said.

Draft standards released

Ngo's case comes as the federal government releases draft standards for the aviation sector to better support passengers with disability, two years after they were recommended. Consultation on the draft guidelines closes on October 2.

A spokesperson for Transport Minister Catherine King said the treatment of people with disability by airlines and airports had not been good enough. "The Australian government is committed to an aviation industry where everyone, including passengers with disability, can plan, book their travel, and fly safely and comfortably," the spokesperson said.