Last updated: 03:45 PM ET, Thu August 13 2015

Disabled Passenger Upset Over Last-Minute Removal From Flight

Impacting Travel | Patrick Clarke | August 13, 2015

Disabled Passenger Upset Over Last-Minute Removal From Flight

PHOTO: Luke Kenshole with his dog. (via Facebook)

British Airways is under fire from a disabled passenger who was removed from a Philadelphia-bound flight at the last minute after being deemed unfit to travel.

The Daily Mail reported 32-year-old Luke Kenshole, who suffers from cerebral palsy, had already boarded the plane at London Heathrow Airport on Monday, Aug. 10 when British Airways staff informed him he would have to leave the flight for health and safety reasons.

Kenshole passed through security at the airport and boarded the flight without issue, but ran into trouble after acknowledging that he needed assistance getting into his wheelchair when asked whether he could get to the lavatory on his own. 

"They had ample time to address the issue while I was checking in and going through security," said Kenshole via the Daily Mail. "But I had boarded the flight along with everyone else before I was told I would have to leave the plane."

"It's the way they went about it that upset me," he added.

Kenshole, who said the airline should have told him he couldn't fly from the start, described the situation as "unacceptable."

"They made me look stupid in front of people."

British Airways, which offered Kenshole a discount on his £921 ($1,436) ticket, apologized to him in a statement from a spokesperson via the Daily Mail: "We are extremely sorry and appreciate this must have been upsetting for Mr. Kenshole."

"A senior member of our customer relations team has been in contact with our customer to offer a full refund," the spokesperson added. "We carry hundreds of thousands of customers with disabilities each year and we work hard to provide help and assistance throughout the whole journey, from the point of booking to the final arrival."

Kenshole had flown British Airways to Philadelphia by himself before and was planning to spend two weeks in the U.S. visiting his friend this time around, per the Daily Mail. 

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