Qantas agrees to replace broken powered wheelchair after advocate's public outcry

While traveling from Sydney to Melbourne in June, Akii Ngo discovered their powered wheelchair was severely damaged after exiting a Qantas aircraft, rendering it unusable. An independent supplier deemed the chair beyond repair and quoted a replacement price of almost $6,000. Qantas initially responded that, under the Aviation Civil (Carriers' Liability) Act 1959, it could only reimburse AUD$3,000.

After Ngo highlighted the issue to the media, the airline reversed its stance, stating it will replace the wheelchair and expressed sincere apologies. The incident emerges as the federal government reviews draft standards aimed at improving air travel accessibility for people with disabilities, with consultation closing on October 2. The government also plans to establish an Aviation Consumer Protection Authority to strengthen passenger rights.