On the afternoon of October 25, singer Zheng Zhihua expressed his frustrations on Weibo regarding an uncomfortable experience at the airport. He reported that there was a 25-centimeter gap between the lift vehicle and the aircraft door, making it impossible for him to get his wheelchair onto the plane. This post quickly gained traction and was trending.
At around 6:30 PM that day, a representative from Shenzhen Airport responded to inquiries by stating that the airport would collaborate with the airline to review the overall service process. The airport aims to use this incident as an opportunity to thoroughly assess and improve services catered to passengers with special needs, ensuring a smoother travel experience for all.
In his Weibo post, Zheng mentioned that he was boarding a flight from a remote position and found that the lift vehicle had stopped 25 centimeters from the cabin door. He stated, "I couldn't get my wheelchair onto the plane, and I couldn't even step into the door. Even worse, the driver operating the lift completely disregarded my safety, showing no willingness to raise the lift platform, watching coldly as I struggled to get on board."
At 6:05 PM, shortly after Zheng's post, Shenzhen Airport issued an apology in the comments, acknowledging the situation he described and expressing sincere regret for the inconveniences caused by the on-ground services. They noted that an investigation into the matter was initiated immediately in collaboration with the airline.
The Civil Aviation Administration of China has clear expectations for accommodating disabled and elderly passengers. According to the 'Guidelines for Accessible Environments at Transport Airports' issued on May 16, the CAA emphasizes the need for reasonable setups of facilities and services to assist passengers from all demographics throughout the entire airport process, addressing needs from arrival to boarding, and ensuring no breaks in service.
These guidelines also state that efforts should be made to minimize height differences on travel routes to avoid access barriers. When unavoidable, necessary aids such as ramps, escalators, and elevators must be provided. For instance, it is essential that the connection point between the aircraft door and the boarding bridge allows for smooth passage for wheelchair users.
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