Dear Sir or Madam,

I am submitting a formal complaint regarding a serious breach of the rights of a passenger with reduced mobility at on 21 April 2026.

The passenger concerned is my mother, aged 69, who had undergone spinal surgery on 28 February 2026. Prior to departure, she suffered a fall resulting in a leg injury (suspected sprain), causing severe pain and significantly limiting her ability to walk. She is a person with reduced mobility and normally relies on assistance when traveling.

We had requested special assistance (wheelchair service) for our departure flight scheduled at 12:20 on 21 April 2026 upon arrival at the airport. A wheelchair was provided; however, no assistant was assigned to escort us to the boarding gate.

Furthermore, airport staff communicated among themselves in French and failed to provide clear information in English, which is the foreign language I understand. No one explained to us that:

we would not be escorted,

we would not be prioritized,

and that boarding would not be held in the absence of an assistant.

This lack of communication significantly contributed to the situation, as we were not informed of the urgency or the consequences of proceeding without assistance.

As a direct result of these failures, we were unable to reach the gate in time and arrived at approximately 12:15, at which point boarding had already been closed. We were denied boarding without any meaningful assistance or attempt to resolve the situation.

This constitutes a clear failure to comply with obligations under , which requires that passengers with reduced mobility receive appropriate assistance to enable them to take their flight.

Due to this failure:

we missed our scheduled flight,

we incurred significant additional expenses (new flight tickets, hotel accommodation, meals),

and we were forced to remain in the airport for approximately 9 hours.

Given the circumstances, it is evident that the passenger was placed in a situation where she was physically unable to access the aircraft independently, and the assistance service failed in its fundamental duty.

Medical documentation confirming the recent spinal surgery and subsequent injury will be provided upon return to Norway.

I therefore request that :

Conduct a formal investigation into the handling of this case by the airport assistance service,

Determine responsibility for the failure to provide mandatory assistance,

Ensure appropriate enforcement measures are taken,

Facilitate or recommend compensation for the financial damages incurred.

Please note that I am also pursuing this matter directly with the airline and airport operator.

I expect this complaint to be treated with the seriousness it warrants, given the vulnerability of the passenger and the nature of the breach.

Yours faithfully,