Qantas changes tune over broken wheelchair after ABC questions

Qantas has backflipped and says it is now planning to replace an expensive powered wheelchair broken beyond repair on one of its flights, after questions from the ABC.

Akii Ngo was traveling from Sydney to Melbourne on June 28 after attending a disability conference.

Ngo said when they exited the aircraft and tried to put batteries back in the chair, it began beeping strangely and would not turn on.

It then began to malfunction with Ngo sitting in it and took off suddenly, almost slamming them into the side of the aerobridge.

Ngo, who lives with multiple disabilities and travels regularly for work, said their wheelchair had been damaged many times before on flights operated by Qantas and other airlines.

"I just thought, the wheelchair Russian roulette has struck again," Ngo said. 

"Sometimes I'm lucky; I land and my wheelchair is fine. There might be a few scratches or cracks and I ignore it, but this time I couldn't use it.

"Without my chair, I can't leave the house for paid work or see friends … I can't be independent."

An 'exhausting' ordeal

Ngo asked Qantas to pay to replace the wheelchair.

An independent mobility aid supplier assessed the chair, determining it "beyond repair", and quoted a replacement at almost $6,000.

But in communications seen by the ABC, Qantas said according to the Aviation Civil (Carriers' Liability) Act 1959, it would only reimburse Ngo up to $3,000.

"To finalise this matter, we have processed the amount of AUD$3000 towards a replacement mobility aid," an email sent by Qantas on August 19 said.

Ngo said it was "ridiculous" the airline was relying on a 67-year-old law introduced when smoking was still allowed on board.

The 33-year-old is not alone in having their wheelchair broken on flights, with the ABC reporting similar cases across all airlines.

People with disability have also long complained of discrimination and having to shoulder extra costs during air travel.

Since the incident in June, Ngo has continued flying for work and has had to hire second-hand wheelchairs, which they said risked giving them pressure sores, and often struggled to grip the ground and move up slight inclines.

The ABC last Thursday asked Qantas a series of questions, including whether it would cover the full cost of a new power wheelchair and reimburse Ngo for the full amount spent hiring temporary ones.

It responded on Monday afternoon, and the ABC understands the airline is now planning to provide Ngo with a new replacement wheelchair.

According to time stamps on emails sent to the ABC and Ngo on Monday, Qantas had not informed Ngo of that development when it responded to the ABC's questions.

In its statement, Qantas said it sincerely apologised to Ngo for the damage caused to their wheelchair.

"We … understand how upsetting this experience has been," the statement read.

"We are in contact with them and are working to replace their wheelchair as soon as possible."

Ngo said they were grateful for the outcome and believed it only came about because they went to the media, but acknowledged not everyone had the ability to pursue these sorts of issues.

"I'm in a privileged position where I'm able to advocate for myself, but someone shouldn't have to go to the media to expose how poorly people with disability can be treated," they said.

"It's exhausting to have to continue demonstrating how invaluable mobility aids are … I can't believe the drastic measures I had to take to get this sorted."

Ngo said the saga had taken a major toll on them.

They said Qantas's official forms and communications listed their chair as a "damaged bag" throughout the ordeal, and it made them feel the company did not understand how critical wheelchairs were for users.

"Losing luggage is an inconvenience. Losing or breaking a mobility aid changes the way in which you live your life."

Draft standards released

Ngo's case comes as the federal government releases draft standards for the aviation sector to better support passengers with disability, two years after they were recommended in 2024's Aviation White Paper.

Consultation on the draft guidelines closes on October 2.

A spokesperson for Transport Minister Catherine King said the treatment of people with disability by airlines and airports had not been good enough.

"The Australian government is committed to an aviation industry where everyone, including passengers with disability, can plan, book their travel, and fly safely and comfortably," the spokesperson said.

People with disability have expressed frustration at the speed of the process, given air travel has thrown up issues for so long.

"This process has taken time, but it has proven vital to identifying key priorities for the new standards, such as the need to include people with disability in airport and airline decisions on accessibility matters, the importance of consistency across every air travel journey, the need for comprehensive staff training in disability awareness, and greater transparency on what people with disability can expect at all points of their aviation journey," the minister's spokesperson said.

In May, the government also announced it would set up an Aviation Consumer Protection Authority aimed at strengthening the rights of passengers, a body advocates have long called for and a concept that exists in other countries.

The legislation, which would pave the way for this body to be set up, is before parliament.