Virgin Australia apologises to disability advocate Shane Hryhorec after removing him from Sydney to Adelaide flight

Virgin Australia has issued a public apology to passenger removed from a flight following a dispute over a mobility aid, saying “we did not meet our own standards in how we handled this situation”.

South Australian Shane Hryhorec, a disability advocate with C5 incomplete quadriplegia, was removed from the Sydney to Adelaide service on Monday following an exchange with staff about where he could safely place his battery-powered motorised SmartDrive wheel, which he uses to propel his wheelchair.

Hryhorec, who was also travelling with a service dog, argued the design of the business class row ahead left no room for it under the footrest, and the 20-minute battle with Virgin’s crew in front of a packed plane had left him humiliated.

On Wednesday, Virgin Australia said it “sincerely apologises” for the “distress and frustration” the incident caused the passenger.

“We regret what occurred and acknowledge that we did not meet our own standards in how we handled this situation,” the airline said in a statement.

“Mr Hryhorec’s experience was below what we expect for our customers, and we are deeply sorry for the distress and frustration this caused him. “Virgin Australia is committed to providing an accessible and inclusive travel experience for all our guests. “We have contacted Mr Hryhorec to apologise and better understand his experience.

“We will learn from this and strive to meet the standards that everyone at Virgin Australia aspires to deliver.”

Hryhorec said he appreciates the airline’s apology, which followed a call between him and Virgin Australia’s chief customer officer and CEO of Velocity Frequent Flyer Andrew Cleary, with whom he will meet next week.

“Reading through the thousands of comments, it’s clear this is bigger than my experience alone,” Hryhorec told 7NEWS.com.au.

“People with disablity want to see more than words. We want to see meaningful change.

“I’m looking forward to the conversation and sharing more after the meeting.”

Hryhorec said Monday’s issue stemmed from the SmartDrive wheelchair aid and the row three seat Virgin had allocated to him.

He said the device could not go safely under the seat in front because its omni-directional rollers meant it would move around during the flight, and because the design of business class in the row ahead left little room.

“My service dog was in the window seat taking up the entire floor section,” he said.