LONDON— A disability rights campaigner and model has vowed to sue British Airways (BA) for disability discrimination after staff at New York John F. Kennedy International Airport (JFK) refused to let her board a flight to London Heathrow (LHR). The reason given was that cabin crew would be unable to help her use the aircraft bathroom during the transatlantic journey.
Samanta Bullock, a wheelchair user who runs her own inclusion charity, was returning home on Sunday after working on a fashion show and attending a United Nations conference on disability rights. She was eventually moved to an American Airlines (AA) flight, but says she was again questioned about whether she could reach the lavatory on her own.
British Airways Wheelchair User Denied Boarding
Bullock said she booked her flight almost two months in advance and arrived at the airport prepared to travel independently, as she has done for years.
According to her account, gate staff told her that because she was travelling alone, the crew could not help her get to the toilet during the flight and could not evacuate her in an emergency.
She described the explanation as shocking, stating that she was not refused over a ticket problem, a safety violation, or missing documents. In her words, she was denied boarding solely because she is disabled and was travelling without a companion.
Bullock shared her experience in an Instagram post that has since gone viral. She argued that if disabled people are expected to fly with a companion, they are effectively forced to pay for two seats to access the same freedom that non-disabled passengers enjoy with one ticket.
A Contradiction With British Airways’ Own Policy
The decision appears to conflict directly with British Airways’ public commitments. The airline has previously stated that it is dedicated to supporting customers who need additional assistance and to providing a seamless travel experience.
One specific example the carrier highlighted was helping customers move between their seats and the bathroom.
British Airways has confirmed that every aircraft in its fleet carries an on-board wheelchair designed for exactly this purpose, which makes the explanation given at the gate difficult to reconcile with its stated services.
What U.S. Law Requires
Because the flight departed from the United States, British Airways is subject to U.S. regulations. The Air Carrier Access Act makes this form of help mandatory.
Once a passenger with a disability has boarded, airlines must provide requested assistance such as moving to or from the lavatory, including the use of an on-board chair.
As reported by PYOK, the situation became more complex when reviewing British Airways’ conditions of carriage.
Sub-section 20c states that the airline may require a passenger to travel with an attendant if it is essential for safety, if the passenger cannot assist in their own evacuation, or if they cannot understand safety instructions. How the airline decides whether someone can evacuate without help remains open to interpretation.
The Role of a Complaints Resolution Official
Every airline operating in the United States, including foreign carriers, must have a Complaints Resolution Official (CRO) on duty at the airport.
The CRO exists to mediate disputes over disability rights and must be available either in person or by telephone.
While gate agents are expected to know basic disability rules, the CRO is the designated expert on the subject.
In this case, a CRO could likely have informed staff that needing bathroom assistance is not, on its own, a valid reason to refuse a disabled passenger.
British Airways Responds
British Airways has apologised and said it is urgently investigating what happened. The airline confirmed it remains in direct contact with the customer while it reviews the circumstances.
Bullock has said she has fully documented and recorded the incident and intends to continue pursuing the matter. She has vowed to sue the airline for the time lost and the discrimination she says she suffered.
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