A family with disabled twins has filed a lawsuit against Virgin Australia and the Australian federal government, alleging discrimination and failures in assistance after a July 2025 flight from Brisbane to Denpasar, Bali. The twins, who require wheelchair assistance due to a condition affecting their mobility, balance, and endurance, were reportedly denied access to the aircraft's forward lavatory.
According to court documents, cabin crew directed the children to traverse the full length of the cabin unassisted, despite the airline's prior knowledge of their reduced mobility. The family asserts that no reasonable adjustments were offered, creating an inaccessible and unsafe travel environment. This alleged treatment resulted in significant psychological distress and functional regression for the twins, including increased anxiety, fear of air travel, and greater dependency on their parents.
The lawsuit also names the Department of Foreign Affairs and Trade (DFAT) and Virgin's parent company, Bain Capital, for alleged failures to provide assistance after the family became stranded in Bali in August 2025. The family claims the government provided inaccurate information and prematurely withdrew support, while Bain Capital allegedly failed to intervene to prevent further discriminatory conduct. The parents are seeking compensation, including damages and aggravated damages, and an order for the airline to improve its governance and policies.
The matter was previously heard by the Australian Human Rights Commission, which terminated the complaint in December 2025. A delegate found the discrimination claims against Virgin Australia were arguable but could not be settled through private negotiations. The commission also found that claims against Bain Capital and DFAT lacked substance, noting that Bain was unaware of the children's disabilities and that any alleged shortcomings in consular assistance were not related to the children's physical ailments.
A Virgin Australia spokesperson stated the airline was aware of the allegations but declined to comment on the ongoing court proceedings. DFAT has also been contacted for comment.