Summary
- WestJet faces criticism for not providing a safe and accessible way of boarding for Sarah Morris-Probert, a wheelchair user and former Paralympian.
- Morris-Probert had to lift herself up stairs while sitting down as there was no jet bridge, despite the presence of a ramp nearby.
- This is not the first time Morris-Probert has faced such an incident on a WestJet flight, highlighting systemic issues in the airline industry regarding accessibility for passengers with disabilities.
The major Canadian airline, WestJet, is in hot water for its inaction regarding a traveler with a disability. The passenger was Sarah Morris-Probert, the President of BC Adaptive Snowsports and a former Paralympian. Morris-Probert, who is a person who uses a wheelchair, was not provided a safe or handicap-accessible way of boarding her flight.
Inaccessible aircraft
Morris-Probert was traveling on a WestJet flight from Los Cabos International Airport (SJD) in Cabo San Lucas to Kelowna International Airport (YLW). The flight, registered as WS-2179, typically operates with a Boeing 737 aircraft. However, when Morris-Probert went to board the aircraft, there was no jet bridge leading to the doorway. Typically, an air bridge connects the aircraft door to the terminal and allows wheelchair users to access the plane easily. For this flight, there was no jet bridge, only stairs leading to the aircraft, and no way for Morris-Probert to board the aircraft in her wheelchair.
Photo: WestJet
Flight crew members offered to carry the wheelchair up the stairs, but it was considered unsafe. Instead, Morris-Probert was forced to lift herself up the stairs one by one while sitting down. Once she got to the top of the stairs, she was transferred to an aisle chair. Morris-Probert spoke about the incident to Global News, stating,
“The solution was to carry me up the stairs in a wheelchair, which is a really unsafe practice. And the crew agreed. I will add that the WestJet crew on both flights were fabulous, as always. What was so frustrating and humiliating was that people were all around me watching. Plus, the ramp that we could have used was within 50 meters. And just sitting idly by.”
The crew and airport staff were also unable to operate the air bridge to the aircraft and told Morris-Probert that it was not part of their service. On her original flight from Kelowna to Cabo San Lucas, a jet bridge was utilized for the boarding process on the aircraft.
Photo: Joe Kunzler | Simple Flying
WestJet released a statement regarding the incident. The statement read,
“WestJet strives to ensure that any guest traveling with medical equipment such as wheelchairs is provided with a seamless travel experience and receives care and support throughout their entire journey. After providing the two options that our staff are qualified and trained to provide, Ms. Morris-Probert declined all assistance from the supervisor and customer service agents. We once again sincerely apologize that we were not able to secure a bridge-operated gate for Ms. Morris-Probert.”
Other unfortunate experiences
Morris-Probert also mentioned that this exact incident had happened to her before. The incident, which also occurred while traveling on a WestJet flight, happened approximately two years ago. After that incident, the WestJet management told her directly that it was an isolated experience and would not happen again. Morris-Probert continued, saying,
“The big thing is I have the ability to lift myself up the stairs. Other people with disabilities may not. So they would have no choice but to be put in that vulnerable, unsafe situation of being carried by a couple of men that mean well but they’re not trained.”
Although both of these incidents happened on WestJet flights, issues for those traveling with disabilities can happen on any airline. These incidents are caused by systemic issues across the airline system, although airlines are actively working to improve their accessibility. A recent survey conducted by the International Air Transport Association (IATA) shows significant improvement in accessibility. The 2023 Global Passenger Survey revealed that passengers who require special assistance services rated airlines with significant satisfaction levels. The survey also indicated that over 80% of travelers who required assistance received the level of service that was expected.
Source: Global News