Wheelchair user ‘booted off plane’ after dispute over storage of battery-powered mobility aid

A disability advocate and travel blogger has been “kicked off” a Virgin flight after a dispute about where a battery-powered mobility aid for his wheelchair would be stored.

South Australian man Shane Hryhorec, who lives with a disability, was preparing to head home from Sydney when a 20 minute battle with crew left him “embarrassed”, “angry” and ultimately sitting with his service dog in the airport waiting hours for another plane.

“I felt like a burden and (the airline) made me feel like a burden,” the 41-year-old told 7NEWS.com.au.

“All of this was happening whilst people were watching.

“It was just ... so undignifying as well, and it just truly makes you feel disabled.”

The Port Adelaide local is a C5 incomplete quadriplegic and has paralysis affecting his legs, torso and hand function.

Hryhorec said the problem on Monday stemmed from a battery-powered motorised SmartDrive wheel used to propel his wheelchair, and the row three seat Virgin had allocated to him.

He said the device could not go safely under the seat in front because its omni-directional rollers meant it would move around during the flight, and because the design of business class in the row ahead left little room.

“My service dog was in the window seat taking up the entire floor section,” he said.

“There was a barrier in front of me, which meant there was absolutely nowhere for a SmartDrive or a bag to go, and then in the (aisle) seat next to me was a passenger.

“So the airline was instructing me to either put it under the seat in front of me, which is literally not possible, or I had to get off the plane.”

New regulations regarding the storage of lithium-ion batteries meant the SmartDrive had to be easily accessible in the cabin and could not be stored with his check-in or in the overhead lockers where he usually keeps it.

“One of the flight attendants was actually really lovely and she was trying to workshop ideas to make this work,” Hryhorec said.

“One of the ideas that she came up with was actually just to put it in the footrest of an empty seat at the back of the plane.

“Then that was overruled by another staff member who said that’s not possible (and it has to stay with me).”

Hryhorec said he was always armed with the relevant documentation for the SmartDrive and had flown with it for 15 years.

“This is the first time that I’ve had an issue (and been asked to keep it under the seat) ... and so here I am battling for literally 20 minutes with the crew, everyone’s coming up to me repeating the same (story),” he said.

“I told them that I’ve flown (with Virgin) three or four times in the last seven days and the first guy said, ‘I don’t believe that’.

“And I’m like, why would I make that up?

“And the next person I told it to said to me ... ‘they’ve done the wrong thing then’.”

Hryhorec, who runs charity Accessible Beaches Australia, said his experience was “just another example” of new policies and rules that are put into place “with no flexibility and no understanding of the impacts on people with disabilities”.

“The only seat that I can sit in with a service dog is (the middle seat in) row three ... and that’s the only seat in the plane that has no space,” he said.

“It’s become quite clear after this experience ... that Virgin Australia just doesn’t care about people with disabilities.

“And I feel like Virgin Australia doesn’t want people with disabilities on their (planes).”

Hryhorec recorded the lengthy exchange with Virgin staff, including a customer experience manager, and shared a condensed version across social media platforms, where he has more than 65,000 followers.

His posts attracted hundreds of reactions and comments, including from those calling out staff for asking him to delete the footage.

“Shane, I know it’s a pain in the arse and so taxing for you BUT THANK YOU for highlighting how badly we as disabled travellers are treated on planes and at airports. Keep recording, never delete,” said one.

Another said: “Its always blamed on policies and excuses. Why not critically think and problem solve? Why suggest to strap it down in the back row, then bring a manager in to argue? I’m sorry this happened but not at all surprised.”

A third said it was “interesting how their priority seems to be compelling you to delete evidence.”

Virgin responds

Virgin Australia said it was aware of an incident involving a guest travelling with a wheelchair on flight VA148 from Sydney to Adelaide on Monday.

“Virgin Australia remains committed to providing an accessible and inclusive travel experience for all our guests,” an airline spokesperson told 7NEWS.com.au.

“While the safety of our guests and crew is always our highest priority, we are reviewing the circumstances of yesterday’s experience to understand whether there are opportunities to better identify specific seating or stowage requirements in advance and how our teams can support guests in similar circumstances.

“We have reached out to Mr Hryhorec to find out more about his experience and we are reviewing the circumstances that led to this unfortunate outcome for one of our guests.”

In the end, Hyrhorec made it home after he was put on a later flight.

Seated in row four, his SmartDrive was placed in his leather bag and put under a neighbouring footrest.

Hryhorec said he is weighing up lodging a complaint with the Australian Human Rights Commission.