Boy, if half this story is true, this crew should be severely disciplined...
The decision to board the passenger last was almost certainly not that of the cabin crew, but rather the ground staff. Why? Who knows. Maybe the third party contractor responsible for wheelchair or other special assistance, and whose employees don't work for Delta, were late arriving to provide the boarding assistance? Or perhaps the passenger was late arriving at the gate and the ground staff determined it was better to board him last than halt boarding mid-way? I don't know. But it was not the crew.
The person who "clumsily wheeled him to the back of the plane" - and whom apparently reduced him to tears - those would also have not been the crew, but again, most likely a third party contractor or possibly DL ground staff.
Could the crew have taken the decision to alert the Captain and asked whether (s)he was ok with a potential delay while the third party contractor then relocated the passenger and moved them back up to the front to an F seat? Yes, and perhaps in hindsight risking a delay to the flight may have been the better way to go.
I certainly think that all passengers, and especially those whom are physically challenged, should be treated with dignity, respect, and compassion. But to lay this all solely at the feet of the cabin crew or flight crew is almost certainly unfair.
Likewise, while I certainly hope DL learns from this unfortunate incident, makes changes internally where appropriate, and reaches out with sincerity to the passenger involved - I think it's also unfair and over-the-top for the media to press DL for details on whether the crew or other staff are being "fined, suspended or terminated".
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As a Delta sales rep told me one time when negotiating corporate rates: "who else are you going to fly to Atlanta or Cincinnati?". Which was followed by "you have major offices there, so why should we offer a discount"
Wow, that's messed up. Policy is policy... but come on. Use some common sense Delta
So basically this is all about him not getting into first class. Sure they could have done the right thing and moved him upp, taking a few extra minutes, but the rest of it is sort of hog wash. Like it's deltas fault he was flying with a 104 fever and the wheelchair with hitting the seats going down to the back off the plane. Sure this guy deserve better treatment but Some of the things being complained about is simply not deltas fault. Also did the cabin crew know he was a vet?
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I'm sure that something is being lost in translation, but is having a seat in the rear portion of the plane that big of a deal? Yes, he should have gotten a gate assigned seat up front (wonder if he got to the gate area early on to facilitate this...sure doesn't sound like it), and they probably should have let him swap with one of those who offered to.
I feel for the guy and respect the heck out of his sacrifice, but this seems like an awful lot of outrage for wheeling someone to his assigned seat.
I'm also not sure I appreciate him putting everyone else's health at risk by boarding a plane if he was so seriously ill...
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So much else going on here. For example, why was he flying with a 104 degree fever? That doesn't seem sensible, nor fair to other pax.
<Duck and cover as asking this question is likely to have me labeled as a thankless civilian, which I assuredly am not - at least not the thankless part.>
Incidents like these could be avoided if Delta employees (gate agents and flight crew in this case) were empowered to do the "right thing" and employ common sense when unforeseen situations arise. This could have been fixed at least twice; once by the gate agent who sent a double amputee to the very last row of the aircraft, and secondly by the flight crew who couldn't be bothered to take a few minutes to do the right thing. I'm a super loyal Delta customer (200k MQMs this year and counting), but they've bought every bit of a** pain they're going to suffer over this.
1) Why did the guy board last. We all know that this is not typical.
2) If the pax was in tears after having to be wheeled to his seat, what purpose would have been served by moving him back through the aisle to the front of the aircraft?
One point here. The regulations that govern air travel for the disabled stipulate that carriers cannot require passengers to request accommodations in advance. This is a prime example of the ways in which the policy is misguided. If indeed we have a disabled passenger who arrives late (which seems likely since the passenger in question did not preboard); by Delta not being aware of his disability, you end up with a double-amputee being assigned to a seat in the back.
Also, with all due respect. The status of this passenger as a veteran is completely irrelevant. If he was not treated properly in accordance with ADA and related policies, then shame on Delta; however it's difficult to assess the situation with such limited information.
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Quote:
Originally Posted by houserulz77
Here is what I would like to know:
1) Why did the guy board last. We all know that this is not typical.
2) If the pax was in tears after having to be wheeled to his seat, what purpose would have been served by moving him back through the aisle to the front of the aircraft?
One point here. The regulations that govern air travel for the disabled stipulate that carriers cannot require passengers to request accommodations in advance. This is a prime example of the ways in which the policy is misguided. If indeed we have a disabled passenger who arrives late (which seems likely since the passenger in question did not preboard); by Delta not being aware of his disability, you end up with a double-amputee being assigned to a seat in the back.
Also, with all due respect. The status of this passenger as a veteran is completely irrelevant. If he was not treated properly in accordance with ADA and related policies, then shame on Delta; however it's difficult to assess the situation with such limited information.
If he was not there for pre board it isn't Deltas fault. It would seem e wasn't there in time, perhaps flight delay, wheelchair usher was not there etc.
Did they know in advance he was a veteran- doubt it.
Did they know in advance that he was a double amputee - doubt it
Did they know he had a fever? - no
He had a seat assigned in the back, (should have requested bulkhead upon check in, they would have accommodated him.
Since obviously the flight had already boarded before he did, they could not take everyone off the plane.
Where they could have tried to fix it is when seeing him board with the wheelchair they should have moved whomever was in the bulkhead seat and asked them to switch.
The pax should not have been moved to FC , bulkhead would have been fine.
Just because you are a vet doesn't mean you can't sit in the last row.
I appreciate all the service the military provides but a call to the airline in advance to make arrangements could have solved this beore arriving at the airport.
Delta hasn't had a negative news story in quite some time, I figured something like this would surface.
I'm sorry, there has to be more to this story than what the article reads. I have seen myself where they have volunteer vets working for DL helping other vets through the airport, cheering them as they arrive home from overseas in the E concourse mid-tier exit from customs/security, as well as saluting them as they are placed in the hold on their way to their final resting place.
Why was he flying with a 104f temp? I would have been outraged if I had to sit next to him if he was that sick.
What time he arrives at the flight cannot be helped by the DL folks. I have seen multiple folks who require that special aircraft chair board after everyone else has boarded. I am sorry, but this story is fueled by a one-sided one person anecdote as to what they observed.
Quote:
Here is what I would like to know:
1) Why did the guy board last. We all know that this is not typical.
2) If the pax was in tears after having to be wheeled to his seat, what purpose would have been served by moving him back through the aisle to the front of the aircraft?
One point here. The regulations that govern air travel for the disabled stipulate that carriers cannot require passengers to request accommodations in advance. This is a prime example of the ways in which the policy is misguided. If indeed we have a disabled passenger who arrives late (which seems likely since the passenger in question did not preboard); by Delta not being aware of his disability, you end up with a double-amputee being assigned to a seat in the back.
Also, with all due respect. The status of this passenger as a veteran is completely irrelevant. If he was not treated properly in accordance with ADA and related policies, then shame on Delta; however it's difficult to assess the situation with such limited information.
+1
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