Dr. Jurai Darongkamas, a 60-year-old clinical psychologist from Birmingham, UK, recently encountered issues related to her mobility scooter while traveling. Although she had previously flown without problems, an attempt to board a Qantas flight to New Zealand after flying on Thai Airways resulted in her being denied boarding. The core of the dispute centers on whether her scooter is classified as a mobility aid or a personal electronic device, a distinction that Qantas maintained throughout a six-month complaints process.
Qantas aims to support passengers with specific needs, yet Darongkamas reports that it is the only airline that has not permitted her to travel with her Topmate ES33 scooter, which features a 281Wh lithium battery. This classification issue has prompted questions about the airline’s policies regarding mobility aids versus personal electronic devices. Qantas maintains that such aids must have removable batteries and adhere to specific safety certifications, while Darongkamas argues her scooter meets these requirements.
Prior to her trip, Qantas’s dangerous goods team classified her scooter as a “personal electronic device,” referencing IATA regulations that require certain certification for lithium batteries. However, a Topmate spokesperson stated that the scooter is designed as a mobility aid and its battery is safe for air travel under relevant regulations.
On the day of her flight, Darongkamas learned at the last minute that she could not board. After lodging a formal complaint and engaging with the Airline Customer Advocate, she received an apology from Qantas but declined a refund. Qantas eventually acknowledged the confusion in communication regarding the scooter’s classification but maintained that necessary safety documentation was not provided by the manufacturer.
The situation has drawn attention to broader issues of airline accessibility for passengers with disabilities. Disability advocates are pushing for clearer standards in response to varying airline policies. Qantas said it is working to improve its communication protocols as it addresses these matters.
Source: https://www.theguardian.com/world/2025/sep/28/qantas-refused-fly-woman-mobility-scooter-due-lithium-battery-accessiblity-standards-needed