Saphir not honoring a passenger with a disability - what to do?
Mar 24, 2017, 12:20 pm
#1
Original Poster
Join Date: Aug 2007
Location: San Francisco
Posts: 1,039
Saphir not honoring a passenger with a disability - what to do?
Hi everyone,
I have Cystic Fibrosis and must travel with a couple of nebulizers + loads of meds. In the past, Air France / Saphir has granted me the use of an extra piece of luggage for free, as is provided on their website. I emailed Saphir about an upcoming reservation requesting to have an extra piece of checked luggage for my medical supplies.
The email exchange was a complete mess, mostly because I was conversing with someone who clearly didn't speak English well. First, they said they did provide an extra piece of luggage for those with disabilities & asked what devices I'd be bringing. I informed her that I would be bringing the aforementioned things, to which she responded, "It is not possible to plug your nebulizer on board .This is why i asked you if you need to use it on board." This was after I told her I would be putting the nebulizers in my checked luggage.
Her response was, " The free supplementary baggage is authorized for the passengers requiring an assistance at the airport. In your case you need to buy an extra-luggage for your nebulizers."
I just don't understand this response as in the past, Saphir has had no problem with granting me another piece of luggage. I just went to the airport with my prescriptions and photos of my nebulizers, and they gave me another bag free of charge. Should I try to do the same on Monday morning? Is it worth giving them a call to see if they would reconsider?
I have Cystic Fibrosis and must travel with a couple of nebulizers + loads of meds. In the past, Air France / Saphir has granted me the use of an extra piece of luggage for free, as is provided on their website. I emailed Saphir about an upcoming reservation requesting to have an extra piece of checked luggage for my medical supplies.
The email exchange was a complete mess, mostly because I was conversing with someone who clearly didn't speak English well. First, they said they did provide an extra piece of luggage for those with disabilities & asked what devices I'd be bringing. I informed her that I would be bringing the aforementioned things, to which she responded, "It is not possible to plug your nebulizer on board .This is why i asked you if you need to use it on board." This was after I told her I would be putting the nebulizers in my checked luggage.
Her response was, " The free supplementary baggage is authorized for the passengers requiring an assistance at the airport. In your case you need to buy an extra-luggage for your nebulizers."
I just don't understand this response as in the past, Saphir has had no problem with granting me another piece of luggage. I just went to the airport with my prescriptions and photos of my nebulizers, and they gave me another bag free of charge. Should I try to do the same on Monday morning? Is it worth giving them a call to see if they would reconsider?
Mar 24, 2017, 2:09 pm
#2
Join Date: Sep 2016
Location: San Francisco, CA
Programs: Flying Blue Platinum, JetBlue Mosaic, Hyatt Globalist, Alaska MVP Gold.
Posts: 1,962
Hi everyone,
I have Cystic Fibrosis and must travel with a couple of nebulizers + loads of meds. In the past, Air France / Saphir has granted me the use of an extra piece of luggage for free, as is provided on their website. I emailed Saphir about an upcoming reservation requesting to have an extra piece of checked luggage for my medical supplies.
The email exchange was a complete mess, mostly because I was conversing with someone who clearly didn't speak English well. First, they said they did provide an extra piece of luggage for those with disabilities & asked what devices I'd be bringing. I informed her that I would be bringing the aforementioned things, to which she responded, "It is not possible to plug your nebulizer on board .This is why i asked you if you need to use it on board." This was after I told her I would be putting the nebulizers in my checked luggage.
Her response was, " The free supplementary baggage is authorized for the passengers requiring an assistance at the airport. In your case you need to buy an extra-luggage for your nebulizers."
I just don't understand this response as in the past, Saphir has had no problem with granting me another piece of luggage. I just went to the airport with my prescriptions and photos of my nebulizers, and they gave me another bag free of charge. Should I try to do the same on Monday morning? Is it worth giving them a call to see if they would reconsider?
I have Cystic Fibrosis and must travel with a couple of nebulizers + loads of meds. In the past, Air France / Saphir has granted me the use of an extra piece of luggage for free, as is provided on their website. I emailed Saphir about an upcoming reservation requesting to have an extra piece of checked luggage for my medical supplies.
The email exchange was a complete mess, mostly because I was conversing with someone who clearly didn't speak English well. First, they said they did provide an extra piece of luggage for those with disabilities & asked what devices I'd be bringing. I informed her that I would be bringing the aforementioned things, to which she responded, "It is not possible to plug your nebulizer on board .This is why i asked you if you need to use it on board." This was after I told her I would be putting the nebulizers in my checked luggage.
Her response was, " The free supplementary baggage is authorized for the passengers requiring an assistance at the airport. In your case you need to buy an extra-luggage for your nebulizers."
I just don't understand this response as in the past, Saphir has had no problem with granting me another piece of luggage. I just went to the airport with my prescriptions and photos of my nebulizers, and they gave me another bag free of charge. Should I try to do the same on Monday morning? Is it worth giving them a call to see if they would reconsider?
Mar 24, 2017, 3:07 pm
#3
Original Poster
Join Date: Aug 2007
Location: San Francisco
Posts: 1,039
Thanks for your response. Do you think I should contact FlyingBlue (this was an award ticket), Air France, or Saphir for this?
Mar 25, 2017, 1:58 pm
#6
Join Date: Sep 2016
Location: San Francisco, CA
Programs: Flying Blue Platinum, JetBlue Mosaic, Hyatt Globalist, Alaska MVP Gold.
Posts: 1,962
Contact Air France. The airline is responsible for this end-to-end, and if you do need to talk to anyone else they'll be the ones to tell you who to talk to and what to do. Good luck and safe travels!