Africa World Airlines has apologised to Ms Rita Kriba, a person with disability, over what it describes as “service gaps”, which resulted in the airline’s inability to allow her to board one of their Accra-Kumasi flights on Saturday, 5 May 2018.

“While checking Ms Kriba in as part of our standard operating procedure, she was asked if she could climb the stairs without being assisted. She said she will need her mobility aid. Per her responses, it was agreed that she was not in the category of persons with reduced mobility”, a statement signed by Chief Operating Officer of AWA, Samuel Thompson, said on Monday, 7 April.

Responding to ClassFMonline.com’s story on the matter, AWA said: “We’re obligated to correct the misinformation”.

AWA said it found it “strange” and “unfortunate” that Ms Kriba said she was not informed of a policy requiring that she indicate whether she would need assistance in boarding the plane while purchasing the ticket.

It said Ms Kriba, per international standards, should have given the airline a 48-hour heads-up about her situation, which she failed to do.

The airline said it found that the ticket was bought for Ms Kriba by a third party who did not ask the condition of the traveler.

“Madam Rita should have notified the agents of her condition for the necessary information to be relayed to the airline as part of international general rule on the acceptance of persons with reduced mobility.

“Now to set the records straight, our aircraft type has structural limitations for carrying certain categories of wheelchair passenger. As such, it is boldly written at our sales and in our terms of carriage that we only accept the WHCR (Wheelchair Passenger Who Needs Assistance) category only on the ramp. The purpose is solely for the safety of our passengers during times of emergencies”, AWA noted.

“We found the service gaps to be lack of information from the travel agency who sold the ticket to her and, therefore, will address the issue and ensure it does not recur. AWA is a reputable airline which has invested immensely in the integrity of its brand.

“We do hope to bring clarity to the publication and to assure the public we are sympathetic to the physically challenged. We only have structural limitations to our aircraft and will act in the interest of safety of all passengers at any time and in times of emergencies.



“We apologise without prejudice to Madam Rita Kriba and assure her steps have been taken to close such service gaps in our operations”, AWA said.