Ryanair respond amid criticism after sending man's wheelchair to wrong country

Ryanair has apologised after sending a disabled man's wheelchair to the wrong country in a major mix-up.

Cian Cleary, is very upset as his family watch him lie in a bed waiting for the return of his lost wheelchair due to the mistake by Ryanair.

Áine, Cian's aunt, told Newstalk how the Irish airline had put the wheelchair, which he is fully dependent on, on the wrong flight.

Áine said it started as "he hands over his wheelchair to the support services with Ryanair to make sure that his wheelchair doesn’t go into the hold with normal luggage, it goes in with more fragile luggage to arrive and be at his destination when he’s lifted off at his arrival airport.”

Cian was travelling with his family and as they all arrived in Portugal, the family were told that his wheelchair was not there.

Áine said that the Ryanair staff in Lisbon "had very little interest" and were not able to directly contact their colleagues in Dublin except via email.

“After three-hours at Lisbon Airport, my sister eventually got a transport wheelchair which is a wheelchair not for Cian’s needs - because he’s got a very high injury, from chest level," Áine told Lunchtime Live.

After spending all day on chatbots and trying to get through to Ryanair, the family “just gave up” and Áine said that Cian has been “very upset” ever since.

She said that "you don't just go to the shop and buy a new wheelchair, it's six months in the making."

A woman who works in lost and found at Dublin Airport rang to tell them the wheelchair had been flown to Leeds-Bradford and has since been sent back to Dublin, Áine explained.

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She added that seeing her nephew lying in bed, waiting for the return of his wheelchair “breaks my heart”.

“Being in another wheelchair has consequences for his skin and his general well being. We need someone to take action, get the wheelchair on the next flight to Lisbon so at least he has it,” she said.

“Apologies and whatever can come afterwards; right now, he needs his wheelchair.”

Ryanair have responded to the debacle. In a statement, they said: “We have checked this case involving Mr Cleary. Ryanair’s ground handlers failed to deliver the wheelchair to the aircraft. We apologise sincerely for this service failure in Dublin Airport.

"Once Ryanair was made aware of the error, Ryanair contacted this passenger’s mother informing her that the wheelchair would be flown to Lisbon Airport on the next available flight, confirming the time of arrival and the address the wheelchair would be couriered to.

"Ryanair apologises to Mr Cleary, and we have spoken to the ground handlers at Dublin Airport to ensure that it does not recur.”