An Austrian airport has apologized to a Scottish family who were left "abandoned" by Ryanair after their flight to Edinburgh left without boarding disabled passengers. Katie Brown, 25, who uses a wheelchair due to cerebral palsy, along with her father Graeme and his wife Vikki, told how they were left "stranded" in Vienna on Friday, December 27, without luggage or vitally needed medication. The family, who had enjoyed a "lovely" Christmas break, faced significant financial burdens as they had to book alternative accommodation and flights home, amounting to thousands of euros out of pocket.
A spokeswoman for Vienna Airport stated, "irregularities" occurred due to failures within the wheelchair service. She added the airport would fully reimburse the family for their additional costs. Despite being offered seats on the next available Ryanair flight home, this was not until New Year's Day, forcing them to miss Katie's 26th birthday celebrations. They ended up paying for Jet2 flights home on Sunday, December 29.
Graeme Brown expressed frustration, saying, "We were abandoned at the gate and lied to, being told the flight was cancelled when it wasn't." Initial delays of nearly three hours resulted from technical faults, making many aspects of the incident particularly distressing. After being escorted by airport assistance staff to the gate, they were left waiting alongside another passenger who required assistance.
Expressing her feelings, Katie stated, "The fact our bags – including my medication – were flown home without us is shocking. It feels like the airline decided it was cheaper to leave us behind than to risk potentially having to pay hefty compensation for delaying the flight." Her words convey the deep sense of dehumanization she felt during the ordeal.
The family encountered difficulties at passport control when checking for their replacement Jet2 flight home. Gaeme stated they were interrogated because the security system showed they were stamped as leaving Austria on Friday, December 27, even though they hadn’t boarded their flight. This confusion raised additional security concerns, with Jet2 staff later marking the non-removal of luggage from the Ryanair flight as "a major security breach."
Flight data indicates the original Ryanair flight departed Vienna almost three hours behind schedule and landed nearly two and a half hours late. It appears Ryanair maintains passengers could be entitled to compensation for delays beyond three hours, but the Brown family insists their treatment was unjustified.
Ryanair defended its position, with a spokesperson clarifying, "Special assistance at Vienna Airport is provided by Vienna Airport's special assistance provider – not Ryanair. Unfortunately, these passengers were brought to the gate late by the special assistance provider at Vienna Airport, and as flight boarding was already closed, these passengers missed their flight." This statement points to the deniability often exercised by airlines when multiple service providers are involved.
Upon reaching Vienna Airport to board their original flight, the family was escorted by staff for assistance, but it seems the coordination failed. They were informed late about their situation, increasing their financial strain as they sought alternate arrangements to return home.
Critically, none of the family members received any formal apology from Ryanair. They expressed disappointment and insisted they had not been treated with dignity and respect throughout the ordeal. Katie Brown emphasized the emotional toll, stating, "It has left us feeling completely dehumanized."
This incident spotlights the need for greater accountability among airlines and airports, especially for vulnerable passengers requiring special assistance. Advocacy for improved services is growing, as cases like this one underline neglected responsibilities and poor communication.
Ryanair's response appears to shift the blame to the airport rather than accept any ownership of the situation. Meanwhile, Vienna Airport acknowledges their failures and offers to reimburse the family; yet, the family continues to advocate for recognition of their distress and the mishandling of their travel experience.
Such incidents raise fundamental questions about customer service protocols, particularly for airlines, and how they accommodate disabled passengers. The Brown family's ordeal serves as a poignant reminder of the challenges faced by many travelers with disabilities or requiring assistance and emphasizes the urgent need for improved systems and procedures to avoid repeating such distressing experiences.