The family of an Ontario woman with a mental disability is demanding answers from Air Canada after she was left wandering alone in an Orlando airport for hours.
Lisa Luczynski boarded a flight from Toronto to Orlando on Tuesday. When she arrived at the airport she didn’t know where to go and started walking around the airport until she was eventually found by police.
“I’m like panicking. I don’t know what to do,” she recalled to CTV Toronto on Wednesday. “It was scary.”
Luczynski’s family had alerted the airline of her special needs before the trip and that she would need assistance boarding and de-planing.
“I think it’s the security people’s fault because I’m also disabled,” Luczynski said. “I’m a little slow.”
The 45-year-old woman’s brother-in-law, Jeff Joslin, said she even had to fill out a form requesting assistance from the airline.
“We thought that was going to be transferred down here (in Orlando), but apparently it didn’t make it,” Joslin said.
Luczynski’s sister, Natalie Luczynski, said she felt like she was having a panic attack when they were waiting to hear from her after her flight landed.
“What if someone started talking to her, offered her a ride, you know, she’s not even in the airport now,” Natalie speculated.
They said they spoke with airline officials about Luczynski’s disappearance and the police became involved. She was eventually located and reunited with her worried family.
“Even the police officer looked a little emotional,” Natalie said.
A customer service manager for Air Canada, John Gallahan, wrote to the family to apologize for the incident.
“I will work to find out the best way to make future reservations for Lisa and follow up with you. I want to always be sure we provide the best service for her… Again, I am deeply sorry for us not being able to provide the service you expected and will work to gain your confidence,” he said.
With a report from CTV Toronto’s Miranda Anthistle
