On 3 April 2025, a 79-year-old wheelchair user, faced a distressing ordeal when easyJet removed him from a flight bound for Athens from Manchester.
The trip, planned with his wife and a friend to celebrate his upcoming 80th birthday, turned into a nightmare just before takeoff.
According to a report by the Liverpool Echo, cabin crew overheard a conversation about then man carrying a portable urinal bottle in his hand luggage. They learned he was unable to walk to the onboard toilet. Despite prior notification of his needs, he was asked to disembark the aircraft.
easyJet Informed of Wheelchair Use
Barry, who became disabled after a stroke 18 years ago, understandably felt humiliated by the experience. He and his wife Alison had booked the flight with easyJet, informing the airline of his wheelchair use.
They even received assisted boarding. Yet, a stewardess questioned his ability to reach the toilet. When he confirmed he couldn’t walk, the crew decided he couldn’t fly.
As other passengers watched, Barry, Alison, and their friend disembarked, losing about £2,000 on hotels, a hire car, and the flight itself.
easyJet Response
The incident, reported widely by media, sparked outrage. How could an airline known for accessibility fail so badly?
easyJet issued a response to the incident, calling it a mistake. A spokesperson apologized, saying the airline was reaching out to Barry to refund the flight and offer compensation for denied boarding.
The airline stressed its commitment to supporting passengers with disabilities, citing one million assisted travelers yearly and an 87% satisfaction rate.
So, what went wrong? EasyJet’s policy allows onboard wheelchairs, but passengers must transfer to them independently or with a companion’s help. Crew can assist to the toilet door but not inside.
Somewhere in this process, a misunderstanding escalated into Barry’s removal. The airline didn’t clarify why his pre-notified needs weren’t accommodated, leaving questions about communication and training.
For Barry and Alison, the financial hit was significant, but the emotional toll was worse. Being singled out in front of others crushed Barry’s excitement for his milestone birthday.
Conclusion
The couple’s story highlights a broader issue: disabled travelers often face inconsistent treatment despite legal protections and airline policies. This wasn’t just a one-off; it’s another wake-up call.
easyJet’s apology is a start, but it doesn’t erase the damage. The airline must review how it handles such cases to prevent repeats. For now, Barry’s experience serves as a reminder that accessibility is more than just ramps and wheelchairs. Above all that, it’s about dignity.
Passengers and advocates alike hope it pushes airlines to do better, ensuring no one else is left behind before takeoff.
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