EasyJet and Manchester Airport dispute over wheelchair assistance for passenger

Donna Gerrard arranged special accessibility support with easyJet for her son Mason’s return flight after he fractured his ankle in Turkey, but the assistance provided at Manchester Airport was inadequate.

At Manchester Airport, Mason was given a wheelchair that was less suitable than the one used in Turkey, and the wheelchair operator asked Gerrard to push the wheelchair herself before leaving, forcing her to push Mason and four bags through the airport and causing a delay of nearly two hours before a taxi arrived. Manchester Airport’s special assistance provider ABM said the booking did not reflect Mason’s full needs, while the airport spokesperson said the incomplete booking led to the service delay, and easyJet said it had clearly communicated Mason’s care needs to the airport and ABM.