I recently became another in a long line of disabled travellers to have their mobility equipment willfully damaged by baggage handlers at an airport

I have logged this with the carrier Jet2 – whom, I must make clear, are not to blame. This is solely the work of Menzies baggage handlers – it’s just that their process requires me to go through the carrier.

In addition to this, I have written the following complaint to Menzies Aviation

Menzies Complaint:

I’m writing to register a complaint and express my utter disgust and disappointment at how your baggage handlers wilfully damaged an essential piece of mobility equipment.

I travel with two pieces of equipment, a Quickee Argon 2 wheelchair, which retails around £2000 and a Triride Power Attachment, which retails at £4,895.00. The power attachment fastens to my wheelchair, effectively making it motorised. In short, the equipment I require comes to a combined value of £6895,00.

The Situation

On 25/07/2024 at approximately 16:25 our long-delayed Jet2 flight from Corfu Airport arrived at Glasgow Airport. As is typical, I sat in my seat as the plane emptied. I awaited my wheelchair and Power Attachment, and I looked out of the window, where I could see my wheelchair upside down on the tarmac, wheels up – this was my first indication that the Menzies staff do not value the essential tools of disabled people.

I continued to watch as another passenger’s son’s specialised wheelchair – was put in the baggage vehicle alongside several buggies/strollers. The passenger highlighted this, and a member of the Jet2 cabin crew went down to ask that it be taken off so the passenger’s son could have his wheelchair, from the window I saw the elder of the two Menzies staff give her attitude, refused to move the wheelchair and mockingly gesture at her as she walked away.

As I awaited the retrieval of the power attachment, the rest of the luggage was removed from the hold. After which my power attachment was retrieved from the hold by the younger Menzies baggage handler. In fact, retrieved is the wrong word, it’s more accurate to state that my power attachment was deliberately dropped from a height from the ledge/conveyor at the hold of the plane onto the ground.

It dropped with such force that the rubber stoppers on the device detached – which were not retrieved. 

As it hit the ground the two colleagues looked at each other and shrugged, as if it was nothing, as if the equipment I need to live my life is of absolutely no value because I’m a worthless disabled person who does not deserve dignity or the freedom to travel.

It’s blatantly disrespectful, hateful, sickening and akin to breaking the legs of a non-disabled person.

Not only do these baggage handlers openly disrespect the essential equipment of disabled people but also have no respect for flight crews – the only reason I believe they can do this so flippantly is that there is no risk of repercussions within your organisation.

Damage to my device

When my power attachment was brought to the airbridge, I discovered that the wheel and handlebars were severely out of alignment – as a result of the deliberate damage and that my brake disc was kinked, resulting in an almighty screech on each cycle of the wheel, as the kinked section scraped across the callipers (brake clamps).

I have reached out to the stockist of my device, to whom I’ve explained the damage, and they advise it’s unlikely this can be repaired – that a new power attachment will likely be required.

The impact of this damage

I work full-time for an accessibility charity, and a central part of my role is travelling up and down the UK to review and improve accessibility at transport locations such as train stations and airports. Without this equipment, it’s nigh on impossible to do my job, I write this with no idea what happens next in my professional life.

How is this allowed to happen?

At a time when the experiences of disabled travellers are a media focus, particularly given Channel 4’s Fight to Fly documentary, which features notable instances of disabled people having their equipment mishandled or deliberately damaged, it’s astounding that a company as vast as Menzies isn’t making sure they show due care to disabled passengers’ equipment.

Seriously, how is this not a high priority for all staff who come into contact with disability equipment?

My expectations

I expect this email will be seen as just another customer complaint, a chore that requires a half-hearted reply, only for nothing to change. I have logged this issue with Jet2, which I expect is of great comfort to your organisation as you avoid accountability. I recently praised my past experiences at Glasgow airport – I regret this deeply.

I would like to believe that the purposeful damage to my essential equipment will be taken seriously, and disciplinary action will be taken – but doubt it – please prove me wrong.

I also reported this at the Menzies baggage desk, where I was provided with a reference of GLALS14079. I also logged this with Karen and Rhys at the other Menzies desk within the main terminal.

Summary

I, and several witnesses saw the most disgusting behaviour, as well as clear and deliberate damage to essential mobility equipment by Menzies colleagues who apparently view disabled people as somehow lesser.

I don’t know what these actions mean for my work life and simply cannot understand how people like this are employed in a role like this. If they did this yesterday, they’ve done it before and will do it again.

A holiday is supposed to be relaxing – this has been undone by the actions of two hateful individuals in your employ. It is not unrealistic to expect disabled people to be able to travel, knowing that their equipment won’t be broken on purpose.

I await your reply.

Joe

Update:

I’ve since spoken with Graeme at Menzies, who is on leave but followed up with a phone call and a summary email urgently – I’ll give credit there.

There may be CCTV of the incident, they’ll report back. See part 2 for the update.