Ryanair has defended its policy on disabled passengers after it was criticised for ejecting nine blind and partially sighted passengers from one of its flights. The passengers, all from the UK were escorted from the aircraft minutes before take-off from London's Stansted Airport as the airline's safety rules limit the number of “disabled/mobility-impaired” passengers to four per flight. It was reported that some of the passengers, who were on their way to Italy had to wait for six hours for another flight, while others spent the night sleeping on the airport floor. One passenger said, “It was dreadful. You felt like a criminal. We were all devastated.”

Ryanair defended their decision as they say it is their policy to ensure that crew could attend to disabled passengers individually in the case of emergency evacuations. Ryanair also said that the nine passengers were asked to take a later flight because they did not, as required, notify Ryanair of their disability at the time of booking and there were already three disabled passengers on board. An official statement issued by Ryanair said, “It would have been unsafe to allow a total of 12 disabled/reduced-mobility passengers to travel on board the flight… Ryanair's number one priority at all times is the safety of its passengers and crew.” The passengers rejected Ryanair's argument saying that they could walk, had partially sighted or fully sighted guides and would be able to leave an aircraft in an emergency as quickly as anyone else.

As a result of the above case, Ryanair says it will change its policy on carrying blind and partially-sighted passengers. Any vision-impaired passenger accompanied by a sighted companion would now no longer be required to inform the airline in advance, the Irish carrier announced in what it called a “common sense change.” However, passengers travelling alone would remain part of its limit on four reduced-mobility passengers per flight.

And still on the theme of visually impaired passengers, the Royal National Institute of the Blind (RNIB) says that Ryanair appears to be offering disabled passengers a lower standard of service when they book over its website. The RNIB is investigating a complaint that blind passengers are not entitled to the same low fares as others when they book online. The RNIB cited an example of a blind man who tried to book online. The website's booking process states:

“Passengers with special needs requirements must pre-book their requirement through Ryanair Direct on the same day as your original booking”. It lists the telephone numbers of reservation centres and warns: “Failure to advise Ryanair of your requirements on the day of booking will result in the service being unavailable on your arrival to the airport and you being refused carriage.” The man called the number to make a booking, only to learn that he would not qualify for the discounts or special offers available online. This is likely to amount to discrimination, says the RNIB, because Ryanair's online booking system may be subject to the Disability Discrimination Act.