'This shouldn't happen': Family seeks changes after airline accessibility incident

A Calgary woman wants the airline WestJet to apologize to her daughter and to improve staff training on accessibility after an incident during their latest trip.

When Karin Cosgrove and her 19-year-old daughter Natalie returned home from Cancun on Friday, she said Natalie's wheelchair was not brought to the gate despite tags indicating it would be.

"It was just really heartbreaking for me as the parent to witness that, as Natalie can't advocate for herself," Cosgrove said.

She said when they asked for help from WestJet staff, they didn't get any; instead, an employee told her, "WestJet doesn't do that."

"That was a pretty big shock to me because we've flown with WestJet numerous times, and they've always done that," Cosgrove said.

Natalie also requires other medical equipment, which was in carry-on luggage.

Her mom says she had to move all the bags and her teenager off the plane and through part of the airport to find and set up the wheelchair herself.

"I had to gather Natalie up, and we literally shimmied our way up the ramp. They didn't offer any help getting us up the ramp; they didn't offer any help when we got up the ramp," she said.

In 2024, the Canadian Transportation Agency closed seven cases involving wheelchair complaints, including three where it determined airlines contravened the Accessible Transportation for Persons with Disabilities Regulations.

Passengers can seek human-rights compensation, and airlines can be ordered to pay fines.

"Both Air Canada and WestJet have been fined in the past to the tune of tens of thousands, if not hundreds of thousands of dollars, for violating accessibility regulations," said Gábor Lukács, an air passenger rights advocate.

Cosgrove says WestJet has been in contact since she filed a complaint but says her concerns have not been addressed.

WestJet says its airline and Calgary International Airport have opened investigations, and if a service failure is uncovered, they will do everything they can to make it right.

"I really hope WestJet and other airlines can take this and change something or educate. This shouldn't happen," Cosgrove said.

"We were waiting for a medical device. A required medical device. And for them to basically just say, 'OK, you're off the airplane so you're no longer our problem' is unacceptable."

She hopes that by raising the issue, it will make a difference for Natalie and others who sometimes need assistance.

Cosgrove says Natalie's wheelchair was also damaged during this trip, but she has not yet filed a damage claim because she thinks the priority should be on addressing her accessibility concerns.

Lukács spoke in the House of Commons earlier this year, advocating for another accessibility measure.

He wants Canada to extend its one-person-one-fare rule to international flights as well.

The rule prohibits airlines from charging an additional fare if a passenger requires an additional seat for disability-related reasons, including a support person or service dog.