A mum travelling with her disabled son claims she was accused of queue jumping by staff working at Cardiff Airport. Joanna McSwiney was boarding a night flight from Cardiff to Dublin with her two sons, one aged 10, who has autism, and the other aged six, on October 30.
Mrs McSwiney claims she obtained advance permission from the airport to use the priority boarding queue to make boarding easier for her autistic child. She said he was also wearing a lanyard to indicate he has a hidden disability.
"I have always been advised and allowed to use the priority boarding queue to avoid the issues of longer waiting, and to avoid a more overcrowded area in the non-priority area, due to my son’s disability," the 45-year-old from Rhoose told WalesOnline. She said this request has always been accommodated by Cardiff Airport and other airports all over the world, and she always notified them in advance.
But she said on this particular occasion she was confronted by an employee at the boarding gate who spoke to her "very rudely" and made her feel as if she was jumping the queue. "[He told me] that it has never been the case that the priority boarding queue can be used in this way, despite me having used it in this very way several times in the past few months from Cardiff to Dublin with my son without any issue," she said.
Mrs McSwiney claims the staff member told her that he was a team leader for the airport, but a Cardiff Airport spokesperson said the person was likely employed by Swissport or RyanAir who will be carrying out their own enquiries into the incident.
She said she tried to explain why it was important for her son to wait for a shorter period in a less overcrowded area, and claims the employee responded: "‘Well, he’ll be waiting anyway." Though the employee did allow the family to proceed through the priority boarding queue, Mrs McSwiney said she was "appalled" by his lack of awareness about the difficulties faced by people with autism in spaces like airports.
"Airports are one of the most difficult places for an autistic person," said the mum of two, who is a solicitor. She explained her son is unable to queue in a confined and crowded space as it causes overwhelming sensory overload - which could result in him shouting, crying or refusing to get on the plane.
"I have never attempted to take any advantage, such as taking extra cabin bags allowed in priority boarding. I have merely just tried to prevent my son having to wait longer than is necessary, and in a less overcrowded area, given his disability and therefore try to avoid a meltdown," she said, adding: "You're not asking for special treatment, you're just asking for that additional support for someone who is disabled."
She pointed out that Cardiff Airport pledged support for people with hidden disabilities by joining the Sunflower Lanyard Scheme in November 2019, and that the Welsh Government has a vision and strategy to ensure Wales is an autism friendly nation.
"[The employee's] throwaway comment that my son would be 'waiting anyway' was hurtful. I just thought: 'You have no understanding of this disability despite all this training,'" she said. "It is something that Cardiff Airport actively promotes...they should all be aware of it. That's the frustrating thing - it's a government-owned airport and yet this is the treatment you receive."
Mrs McSwiney has lodged a formal complaint with the airport. She said she does not want other children and adults with hidden disabilities - especially those who feel less able to speak up - to have the same treatment. "Something needs to be recognised in the management system that this is not acceptable."
A spokesperson for Cardiff Airport said: "We are sorry to hear of Mrs McSwiney and her son’s experience at Cardiff Airport. Cardiff Airport recognizes that many disabilities cannot be seen and we have a dedicated and highly trained team to provide support to our passengers who may need additional support when they travel from the Airport.
"Our customers are at the heart of everything we do and we are committed to providing an enjoyable experience for all. The team has received some excellent training on The Sunflower Lanyard Scheme and we will continue to work with different organisations to understand hidden disabilities and recognise the ways in which we can offer assistance for individuals who require extra support as they fly to and from the national airport for Wales.
"Unfortunately, on this occasion Mrs McSwiney did not book Special Assistance in order to benefit support through the terminal and priority boarding. The airlines appoint representatives to act on their behalf for the handling and boarding of flights and in this case, Swissport has been appointed by Ryanair who will carry out their own investigation.'"
Swissport and Ryanair have been approached for comment.
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