Today, March 25, 2026, I attended a meeting via Microsoft Teams with Virgin Australia’s
Wheelchair Damage Working Group & me, The Travelling Par.
The purpose of the group is simple but important: to find real, practical ways to stop wheelchairs from being damaged during flights.
This group includes people from across the airline, ramp teams, guest services, training, and operations, from ports including Sydney, Melbourne, and Brisbane. What stood out to me was that the people in the room genuinely care and want to improve how mobility devices are handled.
I was there to provide lived experience, not as a complaint, but as a practical voice explaining what happens when a wheelchair is damaged and why it matters so much. I shared my own experience of having my wheelchair damaged on a flight from Melbourne, actually on a Virgin flight, and when I was travelling to New Zealand, to meet my first grandchild, who was still in hospital with his mother, my daughter. Because of the damage, I couldn’t meet him when I arrived. That’s the real-world impact when a wheelchair is damaged; it’s not just equipment, it’s our independence and our lives.
What We Talked About
The meeting focused on systemic solutions, not just individual incidents. Some of the practical ideas discussed included:
- Running toolbox training sessions for baggage handlers that include a live presentation from a wheelchair user to build understanding and empathy.
- Reviewing ramp policies so staff understand lithium battery and dangerous goods certification for powered wheelchairs.
- Investigating proper lifting equipment and two-person lift policies for heavy power chairs.
- Looking at the feasibility of containers for manual wheelchairs on larger aircraft to prevent damage in the aircraft hold.
- Making sure training materials include input from people with lived wheelchair experience.
- Providing a clear, direct contact number/email for passengers who require accessible assistance so arrangements can be confirmed before travel.
These are practical, achievable steps that could significantly reduce wheelchair damage if implemented properly.
The Big Issue – Understanding
One of the most important points discussed was empathy and understanding.
Most ground staff are good people trying to do a physically demanding job in a very short time frame. But many have never been shown what a wheelchair means to the person who uses it, or how easily it can be damaged if handled incorrectly.
That’s why having wheelchair users involved in training matters. When people understand that a wheelchair is not luggage but someone’s mobility, independence, and daily life, the way it is handled changes.
Moving Forward
This meeting wasn’t about blame. It was about solutions.
There is still a long way to go across the aviation industry, but meetings like this show that things are starting to move in the right direction. Real change comes from practical solutions, proper training, and people being willing to listen and learn.
And importantly, being invited into the room means the conversation is changing.
This is how progress happens