Air Canada lost a man’s custom-built wheelchair, offers $300 voucher and broken replacement
Global News
A family traveling with Air Canada was left in the lurch by the airline when they lost a traveler's custom-fitted wheelchair as they were traveling to Chile.
When the Hamilton family arrived at the Santiago de Chile Airport on Monday for the first leg of their trip before hopping on a cruise, they were left in the lurch after Air Canada misplaced Jim Hamilton’s custom-built wheelchair.
“When that wheelchair wasn’t there, I went into panic mode because that’s his legs, that’s his safety, he has to have it,” said Kathie Hamilton.
The Hamiltons, now in Viña del Mar, Chile, remain perplexed by the airline’s error, which has partially foiled their travel plans that had been set in stone for months.
“This trip was hugely important to us. I thought I dotted every I, crossed every box, and worried about all kinds of things, but I never once worried that the wheelchair that I left at the gate, at the very door of the airplane, would not show up,” said Kathie in a Zoom call, with Jim by her side.
Jim suffered a stroke two years ago, leaving the right side of his body paralyzed. He also suffers from aphasia, which allows him to understand everything but cannot verbally communicate.
When he suffered the stroke, Kathie admits she was unsure if the duo could ever travel again but wanted to make it a reality. So, they hired a travel agent who specialized in working with travellers with accessibility requirements and realized that a cruise would be one of the best ways to get around.
“He has to have a wheelchair, and his wheelchair, it’s custom-made, and he’s six-two, 250 lbs., you can’t stick him in some transport chair,” Kathie said. “It’s just not safe.”
In a statement emailed to Global News, Air Canada said they “regrettably” didn’t load the wheelchair on the flight to Chile.
