Travel Tales

Matthew Armstrong, a reader from Cavan, got in touch about an unpleasant experience with Aer Lingus

Matthew Armstrong, a reader from Cavan, got in touch about an unpleasant experience with Aer Lingus

"I am disabled after a stroke and am paralysed on my right side. I walk short distances with a walking stick. I always travel with my wife and an airline- friendly battery-powered scooter. The batteries are dry cell and passed by all airlines as suitable. This scooter folds up to be carried by one person.

"It is marked 'Do not dismantle' and 'Do not remove batteries'. Despite this, Aer Lingus removes the batteries and sometimes dismantles it. Other airlines, including Singapore Airlines and Air France, do not do this. Why does Aer Lingus?

"You can imagine our horror when my scooter arrives on the carousel in bits.

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"Once we had to get an extra trolley to transport the scooter from the baggage area and put it together the next day, minus the basket, which had been lost in transit.

"This causes my wife and myself a great deal of stress. I don't want to get another stroke in Malaga airport.

"I continually tell them at check-in, as well as any other Aer Lingus people available. I also telephone them and try e-mailing. I sent a letter by recorded delivery but got no response.

"Next month I am travelling by Aer Lingus to Paris, where I will connect to a Singapore Airlines flight. I really don't want Aer Lingus to dismantle my scooter again."

Aer Lingus responds "Our current corporate safety policies are in line with Iata regulations, which include the transportation of battery-powered wheelchairs. This is in line with industry best practice.

"Aer Lingus requires advance notification where a customer requires assistance for medical reasons, including advice of the carriage of medical equipment.

"We have a Special Assistance department which deals with customers who are under medical care or who require medical assistance in-flight or where a customer plans to travel with medical equipment.

A customer-services representative has been in contact with Mr Armstrong regarding the damage incurred to his property and in regard to his travel plans next month. I am pleased to say that this matter has been brought to a satisfactory conclusion.