A woman paralyzed from the waist down said she was forced to drag herself down the aisle to use the bathroom while on board a plane that did not have an aisle wheelchair available for her to use in a viral video shared across several social media platforms.

Jennie Berry posted the video on her social media accounts where it was viewed more than 11 million times in total as she recounted how she was treated while on board a plane with Albastar, a Spanish airline.

Albastar's website states that its staff is trained to provide assistance to those with disabilities.

"Passengers should inform the Airline of the type of airport assistance they require at least 48 hours before departure," the airline said.

The airline also said passengers should specify what type of wheelchair they are traveling with, as well as its dimensions, weight and if it is manual or electric.

Passengers who rely on using a wheelchair may use an aisle wheelchair, which is a small wheelchair that is used to get someone on and off the plane, as well as to the plane's bathroom, per Wheelchair Travel.

In her video caption shared on Facebook and Instagram, Berry said her flight was changed, and she was put on a plane with Albastar.

"Upon arrival at [Newcastle International Airport in England], staff told me there was no possibility of sitting anywhere near the front of the plane for ease getting on and off as a disabled person needing to use an aisle chair," Berry said in her caption. In her video, she said there were seats available near the front of the plane.

The flight became even more difficult once the plane took off.

She said she asked an attendant to use the bathroom, to which they said, "no we don't have an aisle chair onboard."

Taking matters into her own hands, Berry dragged herself down the aisle to the plane's bathroom while attendants served drinks, as seen in the video.

Her partner then helped to lift her onto the toilet in the small space.

"One staff member quite rudely told me that disabled people should just wear nappies on board," she said in the video.

Berry continued and said a staff member told her there was not enough room for an aisle chair, despite the different trollies that were rolled through the plane.

"Every other flight I've been on has had an aisle chair," she said. "There's a lot of improvements to be made when it comes to access within the travel industry, and I hope they're made soon."

Many viewers were shocked by how Berry was treated.

"Appalling, some serious training needed," a Facebook viewer wrote.

"What if there had been an emergency," another Facebook viewer asked. "They should always have the necessary equipment on board for every person's safety!"

"Disgusting behavior from staff who shouldn't be working in customer facing roles," a viewer on Twitter wrote to Berry.

A spokesperson with Albastar wrote to Newsweek that aisle wheelchairs are "not mandatory" per current regulation, or recommended or mentioned "when talking about aircraft equipment/furnishing."

"On the commented flight, the passengers' list received before the flight didn't show the presence of a 'Wheelchair C passenger,' meaning Albastar was never informed of the presence of a disabled passenger," the spokesperson said.

She said there are no seats set aside for passengers with a disability. Rather, there are seats that they cannot sit in due to regulations.

"The first row requested by the passenger is to be considered 'Emergency Exit Row' due to being the closest one to the door," the spokesperson said.

The airline issued an apology on Wednesday.

"Our main concern is the safety and comfort of all our passengers on each and every flight we operate," the apology read. "We are working to investigate the incident to ensure that this isolated incident does not happen again on any of our aircraft."

Newsweek reached out to Jennie Berry for comment.

An American Airlines passenger shared that they were left without their wheelchair for five hours after employees forgot to load it on the plane.

Another American Airlines passenger filed a lawsuit after she was reportedly forced to crawl down an airplane aisle to reach the bathroom because there was not a wheelchair available.

One man with cerebral palsy was kicked off a flight because his wheelchair was "too heavy" to get into the plane's hold.

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