By John Ensor • Updated: 14 Oct 2023 • 17:12
Stock image of Charleroi Airport, Belgium. Credit: Fernando Pascullo/Creative Commons Attribution 3.0
UPDATE: Saturday, September 14 at 5:12 pm
Following the updated article, Ms Felix contacted EWN and in the strongest possible terms categorically refuted certain sections of the statement made by Ryanair.
Ms Felix stated: ‘The Ryanair statement is completely untrue and highly insulting. I was completely without a wheelchair for 4 long days. I was NEVER offered a replacement. I had no wheelchair until Wednesday evening- the wheelchair arrived in Dublin Tuesday afternoon and they didn’t send it to me until late Wednesday evening.’
She later added: ‘Untrue Ryanair statement- I was never offered a replacement wheelchair. I did not have any ‘spare’ wheelchair. My wheelchair arrived on Wednesday evening significantly damaged.’
UPDATE: Friday, September 13 at 9:50 pm
Following the publishing of the original article, Euro Weekly News has been in discussion with Ryanair and is pleased to be able to publish the following statement from the airline which was made directly to us.
A Ryanair spokesperson said: ‘We have checked this case involving Ms Emily Felix. Wheelchair assistance at Charleroi (and all other airports) is provided directly to passengers by the airport, but is paid for by Ryanair. These airport wheelchair providers offer a very poor service.
‘In this case, the passenger was boarded using an ambulift but the wheelchair service provider failed to deliver the wheelchair either to the aircraft, or to Ryanair’s ground handlers in Charleroi. We apologise sincerely for this wheelchair service failure in Charleroi.
‘When the passenger arrived at the lost bag desk in Dublin Airport, she was offered a temporary loan of a wheelchair, which she rejected as she stated that she had a “spare at home”. The passenger was then taken to the car park by the Dublin Airport wheelchair service. Her original wheelchair was flown back to Dublin on Tuesday (10 Oct) and was couriered to her home address.’
In conclusion they added: ‘Ryanair apologises to Ms Felix for the unacceptable wheelchair service she received in Brussels Charleroi Airport, and we have spoken to the handler to try to ensure that it does not recur.’
Friday, September 13 at 4:57 pm
A recent incident has highlighted the poor treatment of a vulnerable passenger and raises the question, how can an airline misplace something so vital?
On October 8, Emily Felix, a 25-year-old from Kilkenny, returned to Ireland from Brussels after attending her grandmother’s funeral, only to discover her wheelchair was missing, writes Xtra.ie
After her flight from Charleroi Airport to Dublin, Emily and her mother were informed that her wheelchair wasn’t on the plane. The distressed passenger was directed to complete a lost luggage form at Ryanair’s service desk. However, she wasn’t given any details about when her wheelchair would be returned.
Emily made the decision to post her feelings on LinkedIn: ‘I don’t normally post about my personal life on LinkedIn but today I feel obligated to make an exception and call out Ryanair – Europe’s Favourite Airline for their absolutely horrendous customer treatment, particularly towards those with disabilities.
‘This morning I flew home with Ryanair from Belgium to Ireland after spending a week with my dying grandmother and attending her funeral yesterday. I arrived in Ireland to be told that my wheelchair didn’t arrive as Ryanair failed to ensure that it was put on the plane.
‘I was brought straight to the Ryanair help desk where I was given no assistance whatsoever and was made to feel like an inconvenience. I was sent home, traumatised, with my family with no wheelchair and no indication of when I am to get it back.
‘For context, I have a rare progressive medical condition which has left me reliant on a wheelchair to get around. Therefore it is obviously vital for me to have it returned to me as soon as possible.
‘Since arriving home I have submitted a number of online forms and spoken to Ryanair support over the phone. I still have been given no clarity as to where my wheelchair is or when I can expect to get it back. Ryanair – Europe’s Favourite Airline this is not good enough, sort it out.’
Emily expressed her anguish to the Irish media, stating, ‘Inhumane is the only word to describe how I was treated. I’ve never experienced such a lack of compassion or support following this incident which left me completely immobilised for four entire days.
Even though I’ve gotten my wheelchair back, it’s damaged, which will cost a lot of money to get repaired. I just felt like I was an inconvenience to Ryanair, which isn’t right.’
She was deeply hurt by Ryanair’s reference to her wheelchair as ‘lost baggage’, mentioning, ‘My wheelchair is my lifeline and I can’t do anything without it. The treatment I got was absolutely despicable and to me that’s more of a failure than Charleroi not putting my wheelchair on the plane.’
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Originally from Doncaster, Yorkshire, John now lives in Galicia, Northern Spain with his wife Nina. He is passionate about news, music, cycling and animals.
The Ryanair statement is completely untrue and highly insulting. I was completely without a wheelchair for 4 long days. I was NEVER offered a replacement. I had no wheelchair until Wednesday evening- the wheelchair arrived in Dublin Tuesday afternoon and they didn’t send it to me until late Wednesday evening.
Untrue Ryanair statement- I was never offered a replacement wheelchair. I did not have any ‘spare’ wheelchair. My wheelchair arrived on Wednesday evening significantly damaged. You can keep deleting my comments, I will keep commenting the truth. Remove this article- i gave no consent for you to publish this article with my photo, my information including my place of work. You never asked me for a comment. This is bad journalism and if my data isn’t removed I will get legal advice
False statement from Ryanair to add to the disgraceful treatment I have already received- I was offered no wheelchair and I didn’t have a spare one at home.
Absolutely appalling ! The Ryan Air flight should not have departed if a disabled person’s wheelchair was not confirmed as being on board !! Ms. Felix should find a sympathetic solicitor who will sue Ryan Air for a million euros exemplary and punitive damages. That is the only way to teach airlines that flight departure checks include ensuring wheelchairs are loaded.
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