Virgin Airlines has come under strong criticism from the family of a mute and deaf woman who was placed in the care of the carrier to escort her between connecting flights. The airline allegedly misplaced the woman for five hours.

At the time of booking the family of Saras Wati Devi, a 38-year-old Fijian woman, specifically requested that the airline guarantee that she would be met and assisted by Virgin Blue staff at the transfer point to ensure she made the connecting flight home. Ms Devi, who cannot speak, write or read any English, was on her way to Nadi with Pacific Blue after flying to Brisbane from Melbourne with Virgin Blue. The carrier agreed to the request and even noted the meet and assist requirement on the itinerary with the promise that Ms Devi would be escorted after being met on arrival at Brisbane.

It soon became apparent that the whole affair was bungled when a representative from the airline called and left a message with Ms Devi’s nephew to advise that ‘Mr’ Devi had missed ‘his’ flight home. The nephew claimed that Virgin were not even sure exactly which state his aunt was in. A search was made of Brisbane Airport by Virgin Blue staff but called off after they came up empty handed, with the nephew advised that no more could be done.

He called the police, who showed up just as the woman was discovered by staff from another airline. The total time lapsed was five hours. This latest incident is sure to damage the reputation of the carrier that for years lobbied to prohibit disabled travelers from flying unaccompanied.