A Geelong woman with a disability was left humiliated and distressed after Jetstar staff told her to climb a flight of stairs because the airport's accessibility lift was full. The incident, which occurred at Avalon Airport, has sparked outrage and a formal complaint to the airline.
A Shocking Request at Avalon Airport
Megan, a 35-year-old woman from Geelong who lives with a physical disability, was attempting to board a Jetstar flight to the Gold Coast on a recent Saturday. She requires the use of a walking frame for mobility. Upon arriving at the departure gate, she was informed that the lift used for passengers with reduced mobility was already occupied by another traveler.
Instead of finding an alternative accessible solution or waiting for the lift to become available, a Jetstar staff member reportedly suggested that Megan should attempt to climb the stairs to the tarmac level. The staff member allegedly told her, "You can try the stairs if you like." Megan described the suggestion as not only impractical due to her condition but also deeply offensive and discriminatory.
"I was just shocked," Megan said. "I felt like I was being treated as less than human." The incident caused her significant emotional distress and anxiety about her return journey.
Broken Systems and a Formal Complaint
Following the distressing event, Megan lodged a formal complaint with Jetstar. In her complaint, she detailed the failure of the airline's staff to provide reasonable adjustments as required by law. She pointed out that Avalon Airport only has one accessible lift servicing the terminal, which she argues is a systemic failure that sets the stage for such incidents.
Jetstar's initial response acknowledged the complaint but was deemed insufficient by Megan. She is calling for tangible changes, including better staff training on disability awareness and a review of accessible infrastructure at airports used by the budget carrier. The incident raises serious questions about the adequacy of resources and protocols for passengers with disabilities in Australia's aviation sector.
Wider Implications for Accessible Air Travel
This is not an isolated case. Advocacy groups have repeatedly highlighted similar access issues faced by people with disabilities when flying. The story underscores a critical gap between policy and practice, where even basic accommodations can fail, leaving passengers vulnerable.
Under the Disability Discrimination Act 1992 and aviation-specific regulations, airlines and airports have a legal obligation to provide non-discriminatory access. Telling a passenger who uses a walking frame to climb stairs is a clear violation of these principles. The incident serves as a stark reminder that physical infrastructure, like having only one lift, must be coupled with robust and empathetic service procedures.
Megan's experience has strengthened her resolve to advocate for change. She hopes her story will pressure Jetstar and other airlines to improve their services, ensuring that no other passenger has to endure similar humiliation. The outcome of her complaint is still pending, but the conversation about equality in the skies is now firmly in the spotlight.
