Vueling Discrimination

My Vueling discrimination story is as follows:

A few weeks ago, I booked a Vueling flight from TLV to Seville on 19th April and then Seville to London on 21st April. The reason for my travel to watch Manchester United play in Seville.

I emailed the disabilities team at Vueling with my requirements, as I have autism, and to add a DPNA code to my booking.

(DPNA is a code for Disabled Passenger with intellectual or developmental disability Needing Assistance. A code introduced by International Air Transport Association (IATA) in 2008. Typically used in airline bookings, it informs the travel service providers that the passenger requires assistance during their travel.)

My only requirement was an aisle seat which is important for me with my disabilities as I need as much space as possible due to sensory issues.

When I received no answer, I rang up and was told by staff that that shouldn't be an issue.

On April 19th, I turned up at Ben Gurion Airport and imagine my surprise to see I was seated 7B which is middle seat. I told the agent that I need to sit in an aisle seat and was told that he can't change it, but perhaps at the gate they could change it.

I got to the gate and agent there said she can't change it but perhaps the staff on the plane can change the seat. Upon seeing the staff on the side awaiting to board, I asked them and was told that they"ll see what they can do.

Suddenly the gate agent called me over and said that after speaking to a supervisor, they have managed to change me to seat 14D, the emergency row and on my boarding pass she crossed out 7B and wrote in pen 14D.

I got on the plane and started putting my stuff away when suddenly a staff member came up to me and said that due to my being registered as disabled on the booking, you can't sit in emergency row.

I tried to explain to them the law of the FAA that if someone with disabilities does not have mobility issues and therefore has capabilities to open the emergency door, he may sit there and furthermore its illegal to move a passenger due to disability issues.

He refused to listen and insisted that I move. When I refused, he claimed it was the captain's orders. I requested that the captain speak to me himself so I can explain the law but the steward refused and called the ramp agent who removed me from the plane.

I explained to the ramp agent and the ground stewardess who agreed with me and tried to speak with the plane staff, who refused to listen. So without recourse, I was escorted out the airport. I was told that I should call Vueling, which doesn't have a 24 hour service line. 

Finally at 10 am Israel time, which is 9am Spanish time, I managed to speak to a representative.  

Imagine my surprise when they wanted me to pay 125 euros to change to next day's flight! They wouldn't pay for a hotel overnight in Israel and they wouldn't give me an aisle seat on next day's flight.

With no recourse, I booked a flight straight to London, missed the game that I was flying to see, and had to pay for a hotel in London, with no refund on my hotel in Seville.

Just a few minutes before I boarded to London, a representative called me and offered the flight following day with no change fee. As I was already boarding, I had to decline and mentioned I want a few thousand Euros compensation for my troubles. He said he would check and get back to me.

The following day he got back to me and said that that they would not be offering any compensation at all.

If anyone here works or has connections at Vueling, you are welcome to contact me.

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