Sydney woman, 85, 'ached all over' from climbing stairs after airline didn't supply ramp

When Carol Rogers's daughter booked the Cape Breton senior a trip to visit family in Alberta in May, she requested the airline operating out of Sydney, N.S., provide assistance to her 85-year-old mother, who relies on a walker because of arthritic knees.

But when Rogers — who's been told by her doctor to stop climbing stairs — arrived at the Sydney airport for her flight with Pascan Aviation, there was no wheelchair ramp or lift available, and no ramp when she disembarked in Halifax, either. 

"It took me about 10 days to get over the effects of climbing and descending those stairs," said Rogers in an interview. "I wasn't very happy. My body ached all over. It was imperative that I get to Halifax to make my connection, so I climbed."

While the flight had been booked through Porter Airlines, it included flight connections between Sydney and Halifax operated by Pascan Aviation, a Quebec-based airline that launched its Nova Scotia service last fall. It has since pulled out of the region.

Rogers and her daughter called both airlines prior to her trip home to again request a ramp be made available. Rogers said she was assured by Pascan that a ramp would be on site when she returned to Sydney from her month-long visit.

When she landed in Sydney, however, no ramp was in sight. Pascan told CBC News it instead offered to carry Rogers down the stairs in what's known as a Washington chair — a smaller, narrower wheelchair used on aircraft.

"When I got to the door, there was no ramp and I looked around and they said, 'That's OK, we're going to take you down this way,'" said Rogers, adding she was then strapped down with "restraints around my chest and legs." 

Feeling panicked at the idea of being carried down the stairs while strapped to a chair, she decided to walk down the steps to a waiting wheelchair. She described the experience as being subjected to "indignation" and "humiliation." 

Airline made 'promises that they can't uphold,' says daughter

Rogers's daughter, Julie Wood, said her mother's condition has worsened since the flights. 

"It's ageism, it's elder abuse. It's just plain cruelty ... They make promises that they can't uphold," said Wood, who lives in Halifax. "I was frustrated that we had not only been misled, but lied to."

Officials with the J.A. Douglas McCurdy Airport in Sydney said the airlines are responsible for accessibility requests when it comes to getting passengers on and off planes. 

Rogers shared her booking itinerary with CBC News. It shows a request to Porter Airlines for help, using either a ramp, lift or stair climber — a type of mechanized chair that doesn't require manual lifting.

A Porter Airlines spokesperson said based on the information that was gathered, Rogers and her daughter took the appropriate steps to inform both airlines of her mother's requirements. 

"We sincerely apologize that Mrs. Rogers did not receive the service she requested, or deserves," the spokesperson told CBC News.

Pascan can't say why ramp wasn't used

Marie-Pierre McKenzie, client experience director for Pascan Aviation, told CBC News in an email that while Pascan does not own a ramp in Sydney, it has rented one from Air Canada when needed.

"I don't understand why they didn't rent the ramp from Air Canada as we did many times," wrote McKenzie. "But still the Washington chair is used in many stations from most airlines in regional airports."

Officials with Pascan said the airline complies with standards from Transport Canada and the Canadian Transportation Agency.

Among those standards, air carriers are required to meet disability-related needs in a manner that is safe and respects a person's dignity and autonomy.

Pascan Airlines announced earlier this month it would no longer operate its Sydney to Halifax route, citing low passenger numbers.

Rogers said she did not file an official complaint with Pascan, but she wants to empower seniors to speak up when they feel mistreated.

"We can't just swallow these things," Rogers said.