Severe injuries during air travel can often conjure thoughts of turbulence or emergency landings, but for some travelers, the threat lies far closer to home. A recent incident involving Air Canada has highlighted serious concerns around accessibility and safety for individuals with disabilities.
Sheila Rizzuto, who has been living with terminal brain cancer, found herself at the heart of this troubling narrative after flying with Air Canada from Toronto to Miami on November 5. Her husband, Vito Rizzuto, sought to create one last happy memory with her amid her fight against glioblastoma, one of the most aggressive forms of brain cancer. Since undergoing surgery to remove the tumor, Sheila had to start using a wheelchair.
Upon their arrival at the airport, the couple's hopes for a relaxing getaway turned to despair when she was supposed to be moved from her airplane seat to an aisle chair—a narrower wheelchair used to help passengers disembark. Vito reported, "Upon landing, staff transferred Sheila from her seat, but they seemed unsure of how to securely operate the chair's restraints." This oversight would soon have grave consequences.
While Vito was speaking with an Air Canada representative about locating Sheila's personal wheelchair, disaster struck. "They did not put the armrests down. They did not put the seat belts on her," he stated. Suddenly, Sheila fell from the aisle chair onto the ground. Vito's instinct kicked in, as he quickly rushed to lift her back up, but the pain she was experiencing was evident and devastating. "She was screaming. She was in shock. I can only guess how much pain she was in, lying there," he said.
The fall left Sheila with serious injuries: bruises, cuts, and severe pain throughout her body—including her ribs, lower back, and hips. "We hung around the pool, but she was in so much pain she wasn't enjoying herself," Vito lamented. "This did not have to happen to her. It put her through more suffering than she already faces due to her cancer diagnosis."
alerted the airline about their ordeal, hoping for accountability or acknowledgment of the incident. Shortly after, Vito received a phone call from Air Canada, which included an apology and the offer of $500 worth of flight credits. Yet, he found the response lacking, saying he had hoped for more than just compensation. “My wife deserves more than this,” he remarked.
Air Canada released its own statement following the incident, commenting, "While leaving the aircraft, the customer unfortunately sustained an injury from a fall. This matter is concerning and is now being reviewed by our claims department." The airline's preliminary investigation suggested Vito had declined assistance from their crew to secure Sheila properly, stating, "The use of this belt would have likely prevented the injury." This assertion shocked Vito, who claimed he never told staff to avoid helping Sheila.
Prior to their departure from Toronto, Vito noted problems had already surfaced. Sheila wasn’t offered the aisle chair initially; she instead struggled to navigate her way to her seat on her own. "I was surprised they wouldn't have offered us the aisle chair," Vito said, expressing disbelief at the lack of assistance provided to them. Air Canada later stated their teams were busy assisting other customers when Sheila boarded without using the aisle chair, putting the blame elsewhere.
This incident is far from isolated. The Rizzutos' experience is part of a broader pattern of disturbing reports involving Air Canada and other airlines. Just months earlier, other passengers with disabilities reported falling or suffering injuries due to similar oversight. For example, Rodney Hodgins, who has cerebral palsy, was left to drag himself off the plane after being told no wheelchair assistance was available upon landing. Similarly, another passenger with spastic quad cerebral palsy was dropped during a transfer by Air Canada staff when the crew declined to use specialized lifting equipment.
The rising number of incidents and complaints about accessibility challenges has prompted scrutiny of Air Canada’s commitment to improving their services for passengers with disabilities. Earlier this year, Air Canada’s CEO was called to testify before the House of Commons after the disturbing reports gained public attention.
Despite prior promises from the airline to expedite accessibility enhancements—including the implementation of improved staff training—recent investigations, including one by CBC Marketplace, found evidence indicating discrepancies between promised improvements and the reality many passengers experience. Hidden camera footage revealed staff inadequately trained and unprepared when handling passengers with mobility challenges.
Vito Rizzuto expressed hope not for financial compensation but for systemic changes within Air Canada. He stated, "I'm not seeking anything from Air Canada other than rectifying their procedures, improving their staff training, and ensuring they hire capable companies for assisting those needing help on flights."
After the Miami trip, Sheila and Vito remain optimistic about their future endeavors, dreaming of taking one last holiday trip together for the upcoming holidays. Yet, the painful memories of their experience linger, serving as both a warning and rallying cry for change within the airline industry, one where safety and care for all travelers must become the standard rather than the exception.
Vito’s hope is simple yet powerful. It’s not just about their story; it’s about everyone who travels with dignity and reassurance. “If sharing our experience can lead to improvements and prevent other families from enduring similar trauma, it would mean the world to us,” he said.
Air Canada, facing mounting pressures, promises to deeply review the Rizzuto case along with the many other similar incidents reported recently, stating, "We are evaluating our procedures to reinforce safety and accessibility for all our customers." Only time will tell if meaningful changes materialize. Until then, it’s clear there is much work to be done to make air travel safe for everyone, particularly those who need assistance.
