Virgin Australia removed a wheelchair user because his mobility device would not fit under his seat; airline later admitted the device had been incorrectly assessed

Disability advocate Shane Hryhorec was forced from an Adelaide flight due to issues with stowing his portable wheelchair motor. (ABC News: Lincoln Rothall)

Virgin Australia has issued a formal apology to prominent disability advocate Shane Hryhorec after airline staff removed him from a flight because they incorrectly assessed his wheelchair equipment. Hryhorec, who founded the disability advocacy organisation Push Mobility, had boarded a Virgin Australia flight from Melbourne to Adelaide when cabin crew told him to leave the aircraft. According to ABC News and The Guardian, airline staff said the attachment motor for his manual wheelchair was too large to fit under his seat and therefore created a safety risk. The device, known as a Batec power add-on, attaches to the front of a manual wheelchair and helps users travel over rough ground and longer distances. Hryhorec repeatedly explained that the motor could be easily separated into smaller parts that could safely fit in overhead lockers or under standard aircraft seats. Despite his explanation, airline staff insisted that he leave the plane.The decision forced Hryhorec to find another way to travel and caused a major delay to his plans. After reviewing the incident, Virgin Australia admitted that its ground and cabin staff had incorrectly assessed the equipment. In a statement to ABC News, a Virgin Australia spokesperson said: “We sincerely apologise to Mr Hryhorec for his experience traveling with us. On this occasion, our team made an error when assessing the mobility device and it should have been permitted on board.” The airline said it was contacting Hryhorec directly to offer a full refund and discuss steps to prevent similar mistakes in the future.

Hryhorec describes the experience

Speaking to The Guardian, Hryhorec said the incident was deeply frustrating and showed the wider problems faced by people with disabilities when traveling by air. “It is incredibly humiliating to be escorted off an airplane in front of a full cabin of passengers when you have done nothing wrong and your equipment is fully compliant,” Hryhorec said, according to The Guardian. “These devices are essential extensions of our mobility. Being told you cannot travel because an airline worker doesn’t understand the equipment is unacceptable.” Hryhorec said he has traveled widely in Australia and overseas with the same Batec motor and has never faced a similar rejection from another airline. The incident has renewed concerns about aviation standards and accessibility policies in Australia. Disability advocacy groups have repeatedly raised concerns about how airlines handle wheelchairs, mobility equipment and passengers with specific physical needs.

Questions over airline staff training

Under Australian aviation safety rules overseen by the Civil Aviation Safety Authority, airlines must ensure that cabin luggage and mobility equipment meet rules covering weight, size and battery safety. Battery-powered devices, especially those using lithium-ion batteries, are subject to specific watt-hour limits to reduce the risk of fires in aircraft cabins or cargo holds. However, disability advocates say airline employees often do not have enough training to tell the difference between unsafe battery equipment and approved mobility devices. “Cases like this demonstrate a clear disconnect between high-level airline policy and the practical training provided to frontline staff at the gate and on the aircraft,” a spokesperson for People with Disability Australia said in comments about air travel accessibility.Data from the Australian Human Rights Commission shows that complaints about transport accessibility have increased in recent years, with air travel making up a significant share of complaints from people with physical disabilities. Common problems include damage to custom wheelchairs in cargo holds, refusal to accept approved mobility equipment and poor assistance when passengers board or leave aircraft. Virgin Australia said it is reviewing training for ground staff and flight crews on how to handle and check personal mobility devices. The airline also said it works with accessibility advisory groups to update its internal guidance.

Calls for stronger accessibility rules

For Hryhorec, the apology is an important first step, but he said the wider airline industry needs standard procedures to prevent passengers from being removed from flights unnecessarily. “Airlines need to ensure that their staff are properly educated so that no one else has to experience the stress and indignity of being removed from a flight simply for relying on a mobility aid,” Hryhorec said.

Ongoing challenges for disabled air travelers

The mishandling of wheelchairs and specialized mobility devices remains a problem across the global aviation industry. Unlike ordinary luggage, custom wheelchairs and powered attachments are designed around each user’s body and mobility needs. Damage or loss can therefore have a serious impact on a person’s independence. Major international airlines are facing increasing pressure from civil rights regulators to improve ground-handling procedures, train staff better and create dedicated accessibility support for passengers who need approval for specialized equipment before flying.

Regulatory frameworks and passenger rights

In Australia, the Disability Standards for Accessible Public Transport set basic legal requirements aimed at preventing discrimination against people with disabilities. While air travel is also governed by specific safety rules, domestic airlines are generally required to provide equal access unless doing so would cause unreasonable hardship to the operator. The Civil Aviation Safety Authority continues to work with transport advocacy groups to clarify rules covering mobility devices that use lithium batteries.