Qantas apologises after initially refusing to cover cost of woman's wheelchair left broken after flight - 9News

Qantas has apologised to a woman who was left "absolutely disgusted" after initially being refused compensation from the airline that left her wheelchair badly damaged.

It was only after she exposed her experience publicly that the company said it made the wrong decision.

Australian writer and disability activist Zoe Simmons wrote on social media that following a recent flight she was returned her wheelchair with a left brake that was "no longer working".

Zoe Simmons says she's been forced to replace her wheelchair after a recent Qantas flight. (Twitter/ Zoe Simmons )

Simmons said the damage meant she couldn't "safely go down slopes, hills or steer without risk of crashing or injuring" herself.

Faced with having to buy a completely new wheelchair, Simmons hoped Qantas would assist in covering the cost, which can range from hundreds to thousands of dollars.

But in an emailed response, the airline said it was not liable for "minor" damage. Simmons said she was left "so angry" by the level of "crap" disabled people experience and "even more so when it comes to air travel".

"Airlines do not accept responsibility for minor damages to the brakes, wheels, and handles of your wheelchair. Therefore, I am unable to offer you any financial settlement in this matter," an initial email to Simmons from a Qantas customer service representative said.

The young Aussie journalist and disability advocate says Qantas' response "is not good enough". (Twitter/ Zoe Simmons)

"I realise this may not be the outcome you were hoping for, however, if you are covered by insurance you may be able to claim on that policy."

Simmons was incensed by the response. 

"It's not good enough," she said on Twitter.

"I am really upset. Qantas have told me they consider damaged brakes to be "minor" and therefore will not help me.

"Absolutely disgusting. I'm so mad for the disability community. We put up with so much shit."

"Airlines do not accept responsibility for minor damages," Qantas said in a response to Simmons. (Twitter/ Zoe Simmons )

However, after Simmons brought the issue to light, Qantas have since offered to cover the cost of the damages and confirmed the incident would be reviewed to ensure it didn't happen again.

"We appreciate this has been a very frustrating experience for Ms Simmons and we sincerely apologise," a Qantas spokesperson told 9news.com.au

"We have contacted her directly and have offered to pay for the required repairs to her wheelchair."

The airline said Simmons' initial request for compensation was not directed to the correct team that deals with such incidents.

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2022-10-05 19:24:28Z
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