Virgin Australia apologises to disability advocate after viral removal incident

Virgin Australia has issued a formal apology to disability advocate Shane Hryhorec following his removal from a Sydney flight due to disputes over the storage of his wheelchair motor. The airline contacted Hryhorec on Wednesday afternoon, two days after he published a video of the incident that has since garnered 16 million views across TikTok and Instagram.

Hryhorec, who lives with C5 incomplete quadriplegia and uses a SmartDrive power assist device, stated he was humiliated by the experience. The conflict arose when flight staff instructed him to stow the motor under his seat, despite a lack of space caused by a business class armrest barrier. This instruction contradicted his recent travel history, as he had successfully flown with Virgin Australia three times in the preceding week with the device stored in the overhead locker.

In the viral footage, staff can be heard telling Hryhorec that crew members on previous flights had accommodated him incorrectly. One staff member suggested he delete the videos he had taken, while others attempted to offer alternative solutions. Hryhorec noted that while he received two calls from the airline, the formal apology only came after significant public pressure mounted.

In a statement, Virgin Australia acknowledged it did not meet its own standards and expressed regret for the distress caused. The carrier confirmed it would review the incident to ensure it aligns with the standards it aspires to deliver. However, Hryhorec expressed disappointment that the apology appeared driven by brand damage concerns rather than a genuine commitment to systemic change.

The advocate has lodged a complaint with the Australian Human Rights Commission and stated he will not withdraw it until he is convinced the airline will implement meaningful changes. His case highlights broader issues within the sector, with the commission receiving more than 100 disability discrimination complaints against airlines between 2016 and 2022.

This incident follows a separate apology from Adelaide Airport in April, where staff incorrectly informed Hryhorec that his mother could not pick him up from the disability parking bay due to a permit issue. Hryhorec described the aviation industry as rife with ableism, noting that passengers with disabilities often face unpredictable barriers and stress at every touchpoint.

The federal government released an aviation white paper in 2024 that recognised barriers for people with disability and committed to introducing aviation-specific disability standards with enforceable obligations. Despite these commitments, Hryhorec argued that people with disabilities continue to endure anxiety and burdens when travelling by air.