BA apologises to Loose Women star after wheelchair damage

Sophie Morgan accuses BA of damaging her wheelchair again
By Linsey McNeill
17/02/2023
Home » BA apologises to Loose Women star after wheelchair damage

British Airways says it’s working with Loose Women star and disability advocate Sophie Morgan to improve its service after the TV presenter said the airline damaged her wheelchair.

Ms Morgan estimated the damage caused to her wheelchair during her flight home from a holiday in California would cost around £5,000 to repair.

In an interview with the Express, she described the damage as ‘an assault’, adding that ‘an attack on a wheelchair is an attack on a human being’.

Ms Morgan said a battery-powered attachment had been incorrectly fitted to her chair in transit, even though it had been checked in separately.

She said it took more than 30 minutes for staff to break them apart, during which time she was left sitting on the aircraft, and they left the wheelchair unsafe to use.

In a statement, BA said: “We’re extremely sorry for Sophie’s experience and we’ve been in contact with her to sincerely apologise and to resolve the matter directly.

“We carry hundreds of thousands of customers who require additional assistance each year and we work hard to provide help and support them throughout the whole journey. It’s extremely disheartening when things go wrong, and we don’t underestimate the impact this has.

“We’re committed to ensuring we deliver a consistently good service, and we’ll be working closely with Sophie and our dedicated accessibility teams to discuss how we can continue to make improvements to ensure a great flying experience for everyone.”

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