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Airline agents banned to acquiesce a wheelchair user to lath a flight at Hong Kong International Airport because she was travelling alone, sparking calls from a administrator for the carrier to accomplish its instructions clearer.

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Shen Chengqing, 22, was declared to booty a Hong Kong Airlines flight to Tianjin in northeastern China at 8.40pm on Friday.

However, afterwards she accustomed at the airport for the 3½-hour flight, Shen said airline agents banned to analysis her in as she was not able to airing and did not accept a biking companion.

“I acquainted actual afraid and affronted at the time. I don’t accept why this could appear in Hong Kong,” Shen said.

In an audio recording Shen beatific to the Post, an agent of the city’s third-largest airline can be heard adage she had to be offloaded as she was clumsy to walk.

“Because of this reason, we banned to let her lath the even alone,” the changeable agent told Shen’s friend, who was with her at the airport.

Shen said she had beforehand told Hong Kong Airlines she acclimated a wheelchair, and that it had a albatross to explain its action bigger to passengers.

According to the airline’s website, cartage are accustomed to analysis in their wheelchairs and will be provided with substitutes on board.

While flight associates can advice wheelchair users move to and from their seats, the airline said advisers would not advice with claimed affliction including application the toilet and demography medication, due to assurance concerns.

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“For these needs, we acclaim you biking with a claimed affliction attendant,” the website reads.

But Shen was annoyed with the airline’s reasoning.

“If there are assurance concerns, there should be bigger accessories to ensure my safety, instead of not acceptance me on a plane,” she said.

Civic Party administrator Jeremy Tam Man-ho said the airline’s online instructions were cryptic compared with those of added airlines.

“People adeptness not apperceive what you mean, application words like recommend,” Tam said.

Rival carrier Cathay Pacific Airways requires some cartage to biking with a companion.

“It is a claim that you biking with a assurance abettor if you are clumsy to physically abetment in your own evacuation,” its website said.

Tam said airlines should accelerate appropriate instructions to cartage who acclimated wheelchairs or had added disabilities back they appointed flights.

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However, he said it was accepted convenance for bounded airlines to not acquiesce cartage to lath flights afterwards a accompaniment if they were clumsy to booty affliction of themselves.

“What if there is an emergency? Who is activity to affliction for the passenger?” Tam said.

Shen travelled to Shenzhen to booty a flight home on Saturday, her acquaintance said.

He additionally said Shen had no agitation demography an Air China flight to Hong Kong beforehand this week.

Shen had not accustomed a acquittance because she bought her admission from a third-party company, he added.

A backer for Hong Kong Airlines on Saturday said cartage travelling abandoned charge accept the adeptness to booty affliction of themselves, including in bistro and drinking, demography medication and application the toilet. Those clumsy to do so charge booty flights with ancestors or friends, she said.

The backer said back Shen went to analysis in on January 25, agents assured afterwards a abundant appraisal that she would accept to booty the flight with a companion.

The aggregation would chase up the issue, she added.

However, Shen on Saturday said airline agents had alone her attributable to what they alleged assurance problems arising from her disability to eat and booty medication, admitting her accepting beforehand accepted she could do those things.

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“They alone me for this acumen verbally,” she said. “But their accounting bounce says ‘disability: clumsy to airing continued distances’, which is ridiculous.

“I do not charge advice with bistro or application the bathroom. All I charge is abetment to move my wheelchair.”

She said she had travelled by air about every ages in the accomplished six months and had not had a problem.

“I anticipation demography flights from Hong Kong would be reliable. I did not apprehend this,” she added.

Airline agents had told a acquaintance of Shen’s aloft booking the flight that wheelchair casework would be provided, Shen said.

“The agents never said she charge biking with a companion,” the acquaintance insisted.

Shen said she spent added than 2,000 yuan (HK$295) on addition admission the abutting day from Shenzhen to Tianjin, and had been affected to agitation accompany to accompany her.

“Besides the money and adjournment to my assignment and added schedules, I additionally acquired agitation for my friends, and afraid my family,” she said.

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