Wizz Air: Romsey woman refused mobility scooter on flight

Emma Hurst, of Canal Walk, had plans to visit Marrakesh in Morocco for a few days with her niece Rose Teesdale.

The tickets were booked for a Wizz Air flight from Gatwick on March 6, returning on March 11.

However, when the 55-year-old phoned the airline to book special assistance, she was told that her mobility scooter would not be able to go on the plane.

Mrs Hurst, chairman of the Romsey Disabled People Partnership, said: "I am a frequent flyer with other airlines, so I'm used to the process. Before booking the tickets, I checked Wizz Air's website which states 'Two mobility equipment items can be checked-in or taken on board free of charge'.

"On March 1, I phoned Wizz Air's special assistance team to give them the specifications of my mobility scooter, which is what I normally do when flying with other airlines.

"The special assistance told me that I could not take my scooter onto the plane. On March 2 I got my husband to phone back on my behalf to confirm this was the case. He was told again that I could not take a mobility scooter or a wheelchair onto the flight.

"My husband then said that if this was the case I would not be able to fly as I am unable to walk unaided and that I would like a refund. I had paid £20 extra to receive vouchers if I had to cancel which I couldn't use as I cannot travel without my mobility scooter.

"When my husband tried to explain that vouchers were of no use to me if I could not take my mobility aid with me and asked for further clarification of this the phone went dead and he was cut off.

"My niece had booked time off work for the trip and I managed to get us on an EasyJet flight. In a fit of panic I went onto my Wizz Air account and redeemed the vouchers as I didn't want to lose all my money."

Mrs Hurst said when she returned to the UK, she went through Wizz Air's complaints process. She was told that mobility scooters have to be reported to the 'relevant supervisor'.

"The special assistance member of staff told me, and then my husband, that no mobility scooters or wheelchairs were allowed on the flight and on the second attempt, actually cut us off. I have been lied to and made to feel unimportant and a nuisance by the special assistance staff member."

Mrs Hurst told the Echo's sister paper the Romsey Advertiser that previous experiences on other airlines had been positive.

She said: "I have always had positive experiences, from the special assistance teams at London Heathrow and Gatwick, the individuals who have helped me transfer in Bogota, Shanghai and Amsterdam and have always treated me with kindness and respect."

Mrs Hurst is currently in the process of making a complaint to the Civil Aviation Authority.

Wizz Air has been approached for comment.