Melba response to Virgin Australia refusing wheelchair access – twice
October 1, 2025
Statement from CEO Hayley Dean in response to reports Virgin Australia recently refused, in separate incidents, to allow two people using wheelchairs to board its aircraft at Melbourne Airport.
Stories like these are deeply disappointing, but sadly, they are not surprising. Too often, people with disability encounter barriers that should no longer exist – barriers that exclude, frustrate and send a message that accessibility is optional.
It isn’t.
Virgin has said it “regrets these experiences”, but regret is not enough. What actions are being taken to ensure this never happens again?
Accessibility is not an act of goodwill – it’s a human right. Every person deserves to travel, participate and move through the world without being excluded or humiliated.
When systems and services fail to meet the needs of people with disability, it’s not an individual issue, it’s a systemic one and this is why listening to people with lived experience is critical. Airlines and other service providers must work with people with disability to design inclusive policies and practices that work in real life, not just on paper.
Accessibility shouldn’t depend on who’s on duty or what airport you happen to be at that day. It should be consistent, reliable and embedded in everyday practice, not left to chance.
I urge all industries to review their policies, seek advice from people with lived experience and make accessibility a non-negotiable part of how they operate. True equality is not about exceptions, it’s about ensuring everyone belongs, everywhere.
