I'm disabled and my Cyprus holiday is ruined because Ryanair say I can't get on the flight I paid for

A Fylde coast woman with mobility issues fears her holiday plans are ruined after she was told an airline could nor accommodate her assistance requirements on a flight to Cyprus.

Nicola Le Cornu, from Poulton, has booked a package break to Paphos later this month, flying from Manchester with Ryanair.

But she was left shocked when she contacted Ryanair to arrange disability assistance and was to told informed that there was no remaining space on the ambulift.

It meant the airline could not accommodate her assistance requirements and Nicola said the only alternatives she was offered were to change her flight to one departing two days later of accept a refund.

“I find both options completely unacceptable,” said Nicola, who needs a wheelchair as she suffers from chronic fatigue syndrome and long covid, a debilitating chronic condition, which have significantly affected her mobility and independence.

“Travelling with a disability already requires considerable planning,” said the 48-year-old who gave up her job as a marketing manager when she developed the conditions. I should not have to rearrange my travel plans simply because I require assistance to board an aircraft.

“I have paid for my flight just like every other passenger. Yet I am being told that the assistance I require is unavailable. How is this equal access to air travel? Under UK aviation accessibility legislation, disabled passengers have legal protections against discrimination. I understand there can be legitimate safety-related restrictions, but I have not been provided with a satisfactory explanation of why my assistance cannot be accommodated.

“I want to know the answer to several questions - is Ryanair imposing a limit on the number of disabled passengers requiring Ambulift assistance, why should a disabled passenger be expected to delay their journey by two days, what responsibility do Ryanair and Manchester Airport have to ensure suitable boarding assistance is available and how many other disabled passengers are encountering similar barriers?

“I am particularly concerned that disabled passengers may feel they have no option but to accept these arrangements without questioning whether their rights are being respected. Disability should not mean fewer choices, reduced access or unequal treatment.”

Nicola contacted Ryanair, Manchester Airport and the Civil Aviation Authority to investigate this situation in the hope they can provide a clear explanation.

A spokesperson for Ryanair said: "Special assistance at Manchester Airport is provided by Manchester Airport's special assistance provider - not Ryanair. "This passenger booked her Manchester to Paphos flight in May without requesting special assistance and contacted Ryanair on November 6 to add assistance.

"Passengers requiring special assistance are advised to notify Ryanair at the time of booking or as early as possible in advance of travel. "Unfortunately, the requested assistance could not be accommodated on this flight, as the available special assistance capacity had already been allocated.

"The number of passengers requiring certain types of assistance that can be accommodated on any individual flight is subject to operational requirements. To facilitate this passenger's travel, Ryanair offered a free flight change or a full refund, both of which were declined.

"Ryanair carries millions of passengers requiring special assistance each year and works closely with airport assistance providers across its network to facilitate their travel."

A spokesman for Manchester Airport said: "We would defer to the airline for comment on this as it relates directly to their booking policy.

"Ryanair implements a restriction on the number of passengers with restricted mobility that it accepts on each flight. This is Ryanair's policy implemented across Europe and is not reflective of our capacity to offer assistance as an airport."

A spokesman for Manchester Airport said: “We would defer to the airline for comment on this as it relates directly to their booking policy.

“Ryanair implements a restriction on the number of passengers with restricted mobility that it accepts on each flight. This is Ryanair's policy implemented across Europe and is not reflective of our capacity to offer assistance as an airport.”

A spokesperson from the UK Civil Aviation Authority said: “We strongly believe that everyone should have access to air travel and recognise how important it is for people to feel supported and included when they fly. As the UK regulator, we set clear standards and monitor how these are met within the UK system.

“We are disappointed to hear of this person’s experience and note they have said they will contact us. We will then investigate and advise the person as to her next steps. Our guidance states that under UK law airlines cannot refuse access to assistance provided by an airport. In this case the assistance provided on an ambulift vehicle is the responsibility of the airport.”