Adilah Ahd, a mother flying solo from Auckland to Fiji with her eight-month-old daughter, faced a distressing ultimatum: she could either travel with her daughter or her wheelchair, but not both, news portal The New Zealand Herald reported. Adilah, who had injured her ankle just days before the trip, was initially assured by Fiji Airways that wheelchair assistance would be provided for her journey.
However, on the day of her flight, after checking in and receiving a wheelchair, she was informed that her daughter could not travel on her lap for safety reasons. Despite pleas for a solution, including from her husband who was unable to travel with her, the airport staff offered no help, leaving Adilah in tears and contemplating cancelling her trip.
Despite the challenges, Adilah decided to proceed with her daughter, carrying her through the airport on her injured ankle. She received little assistance from the check-in agents, but was comforted by the kindness of fellow travelers. Eventually, she boarded the flight, where the crew provided exceptional support throughout the journey.
Fiji Airways' customer service was commended by Adilah, but she criticized the airport services agency, Oacis, for their handling of the situation. Oacis stated that they were following safety procedures mandated by Fiji Airways, emphasizing the safety and security of their customers.
Adilah's ordeal highlights the challenges faced by travelers with injuries or disabilities, especially when traveling alone with young children. Despite the difficulties, she remains grateful for the support of the airline crew and is focused on her return trip to Auckland, which will be on Air New Zealand.
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