Brian rang a travel company with the intention of booking a coach holiday for himself and his wife. They had previously travelled with this company on two occasions. Brian explained that his wife was a wheelchair user and asked if that would be a problem. He was told that two wheelchairs could be accommodated on a coach tour, however, when he explained that his wife was dependant on oxygen he was told oxygen cylinders could not be carried on the coach because of health and safety restrictions.
Brian and his wife have been on holidays with other coach tour companies and there had never been a problem with his wife taking her oxygen on board.
Outcome: Full and Final Settlement
The representative for the travel company agreed to a change of policy and practice so that the company can allow passengers to bring a portable oxygen cylinder on board where such a request is made, as long as the request is within current legislation and health and safety regulations.
The travel company also agreed to change its booking procedures to comply with the terms of the DDA, and will instruct staff to record the passenger’s request when a provisional booking is made and then contact the passenger with the outcome of the request in a reasonable time.
The company also agreed to train staff to ensure they are aware of this change of policy and procedure.
The representative for the travel company apologised to Brian and his wife for the lack of response to their initial complaint.