One of the most rewarding parts of running The Travelling Para is having the opportunity to work directly with airlines, airports and industry organisations to help improve the travel experience for people with disabilities. Earlier this year, I was invited by Virgin Australia to participate as a guest member of its Wheelchair and Mobility Device Damage Working Group and called Personal Mobility Device Working Group PMD. The group brings together people from across the airline, including operational teams and customer service staff. Its purpose is simple but important: identify ways to reduce damage to mobility devices and improve the end-to-end travel experience for guests who rely on wheelchairs and other assistive equipment. For those of us who travel in wheelchairs, this matters enormously. A wheelchair is not just a piece of equipment. It is our independence, our mobility and, in many cases, our ability to live and travel freely. During my involvement with the PMD Working Group, I was able to contribute ideas based on both my lived experience as a full-time wheelchair user and my professional background in aviation. The discussions focused on practical measures that could help reduce the likelihood of wheelchairs and mobility devices being damaged while travelling. What impressed me was that the group was not simply discussing problems. It was actively looking for solutions.
An Opportunity to Take Things Further
Recently, I had the opportunity to participate as a guest on Virgin Australia’s PMD Working Group. The group was brought together to explore practical ways of reducing damage to mobility devices and improving the travel experience for passengers who rely on them. It was a privilege to share my lived experience as a wheelchair user and frequent traveller, along with ideas aimed at helping reduce the risk of wheelchair damage. I was encouraged by the genuine willingness to listen and the commitment to improving accessibility. While there is always more work to do, it’s positive to see collaboration driving meaningful change for travellers with disabilities.
A Phone Call That Could Lead to Real Change
On 24 June 2026, I received a phone call from a couple of people from Virgin’s Airport-based teams. Virgin has expressed a genuine interest in working with me on the idea I originally presented to senior management. That idea is to spend time directly with baggage handling teams, whether they are Virgin Australia employees or outsourced ground handlers, sharing practical, real-world insights about wheelchairs, mobility devices and the impact that damage can have on the lives of the people who depend on them. Following the conversation, Virgin advised that they would be sending through potential dates so we can begin the process of getting this initiative underway.
Building on Previous Success
This approach is something I have seen work before. In 2025, I had the opportunity to conduct a toolbox-style session with Swissport baggage handlers at Sydney Domestic Airport. The goal was not to criticise or assign blame. It was simply to help people understand what a wheelchair means to the person who uses it and why careful handling is so important. The feedback from that session was overwhelmingly positive. Many staff told me that while they had always tried to do the right thing, hearing directly from someone who depends on a wheelchair every day gave them a completely different perspective. Sometimes the most powerful changes come from simple conversations.
Why This Matters
For many wheelchair users, one of the biggest anxieties when flying is not the flight itself, but wondering whether their wheelchair will arrive at the other end in the same condition it left. Every damaged wheelchair represents far more than a damaged piece of equipment. It can mean lost independence, missed work, disrupted holidays, medical complications and significant emotional stress. No airline wants to damage a passenger’s wheelchair. The challenge is ensuring that every person involved in the handling process understands exactly what is at stake and has the tools, training and knowledge needed to minimise the risk. That is why initiatives like this are so important.
Looking Ahead
I am encouraged by Virgin Australia’s willingness to listen, engage and explore practical ways to improve the travel experience for guests who rely on mobility devices. The fact that these conversations are moving beyond meeting rooms and towards frontline operational teams is particularly encouraging. Real change happens when people listen to one another, share experiences and work together to find solutions. If these toolbox sessions can help even one wheelchair user arrive at their destination with their mobility equipment safe, undamaged and ready to use, then they will be worthwhile. For those of us who rely on wheelchairs every day, this feels like a genuinely positive step forward. And I look forward to working with Virgin Australia to help make air travel safer, more accessible and more enjoyable for everyone who depends on a mobility device.
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