Service Animals

Sylvia Longmire’s trip on Greyhound went fairly smoothly in part because the accessible bus had removable seats so that Longmire could remain in her own wheelchair (see related story in this issue). That’s not an option on airplanes, which can create a whole set of problems for passengers who use wheelchairs.

CBC News of Canada provides a powerful first-person view of the experience by using a hidden camera while accompanying Alessia Di Virgilio on an Air Canada flight. The trouble started several days before the flight when Di Virgilio notified the airline of her booking, as required. Despite the advanced notice, Di Virgilio did not receive a confirmation of her reservation until 24 hours before the flight. And when she arrived at the airport in her power wheelchair, no one at the gate had been alerted so it took 40 minutes for a crew to arrive to transfer her to an airline seat. The transfer is painful to watch as the ventilator becomes disconnected, a lift falls on her head, and her foot gets stuck. Meanwhile, her wheelchair is sitting out in the rain.

One crew member explains that he hasn’t been trained on the lift equipment for more than seven years.

“I did not feel safe,” Alessia Di Virgilio said after the incident.

The Air Canada flight is the centerpiece of a CBC expose of traveling with a disability. Other segments feature a woman with narcolepsy who is repeatedly turned down by taxis and rideshare drivers because of her large service dog—despite company policies that guarantee accommodating service animals. The third segment tracks the journey of a blind man trying to navigate the transit system. It’s a risky proposition with a lack of audio assistance in key spots, like trying to find the door of a subway car with the clock ticking.

The report has triggered a federal government investigation. Read more.

Watch the 22-minute video

TravelAbility TakeAway: It’s no surprise that this unprecedented investigation by CBC has launched a federal investigation in Canada. The video is hard to watch as we witness some of the indignities and injuries Alessia Di Virgilio had to endure. The physical and emotional pain of her airline trip is evident on her face as she moves from frustration to anger and fear to deep sadness. Deep appreciation and admiration to CBC and its hidden camera for putting us right there beside her—and to the other two travelers as well.