Destination Weddings charging fee to transport scooter
#1
Original Poster
Join Date: Jun 2005
Posts: 24
Destination Weddings charging fee to transport scooter
Hello! I work for an airline, and one of our Customers reached out asking if she could disassemble her scooter into several boxes for transport. She's traveling to Cancun for a wedding booked via Destination Weddings and was advised by the company that (although her resort fees include transport to/from the airport), she'll have to pay extra if she's transporting an assembled scooter (they won't charge extra if she disassembles the scooter into multiple boxes). While we'd certainly allow a Customer to transport his/her scooter disassembled, I know from communicating with this Customer that doing so is not her preference.
I've left a message with the representative at Destination Weddings who is handling this particular wedding but thought I'd also reach out here to see if anyone has had experience with such a scenario. Is this unusual? Any thoughts on if I'll be successful in getting Destination Weddings to waive the fee for our mutual Customers? Thanks!
I've left a message with the representative at Destination Weddings who is handling this particular wedding but thought I'd also reach out here to see if anyone has had experience with such a scenario. Is this unusual? Any thoughts on if I'll be successful in getting Destination Weddings to waive the fee for our mutual Customers? Thanks!
#2
Join Date: Sep 2004
Location: DEN
Posts: 1,962
Is this a charge to transport the scooter from the airport to the resort? I'm sure you know that the airline cannot charge her extra (assuming her flight originates in the US).
I'm not familiar with Mexico's disability laws, but I may be able to connect you with someone who is.
I'm not familiar with Mexico's disability laws, but I may be able to connect you with someone who is.
#3
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
Unfortunately, Mexico fails in both laws and enforcing any laws it does have. It would be much easier to appeal to the company - they may have insufficient understanding of what a scooter is (not sporting equipment, rather a vital mobility aid for someone needing one due to mobility limitations).
Scooters are very uncommonly seen in Mexico and most people in Mexico who are differently abled find the rare place that ramps, provides chair access, etc. did so voluntarily - and often incorrectly, because someone guessed and did not consult norms of international organizations or of those states and countries with informed laws.
US based hotels, for instance, usually assist foreign properties design for access - assuming the local owners, architects, etc. pay attention.
I wonder if "Wedding Destinations" is a US-based company that could provide guidance to their on the ground contacts or affiliates?
If they are and they're not prepared to deal with this issue, they are cutting themselves off from a significant market.
Scooters are very uncommonly seen in Mexico and most people in Mexico who are differently abled find the rare place that ramps, provides chair access, etc. did so voluntarily - and often incorrectly, because someone guessed and did not consult norms of international organizations or of those states and countries with informed laws.
US based hotels, for instance, usually assist foreign properties design for access - assuming the local owners, architects, etc. pay attention.
I wonder if "Wedding Destinations" is a US-based company that could provide guidance to their on the ground contacts or affiliates?
If they are and they're not prepared to deal with this issue, they are cutting themselves off from a significant market.
#4
Original Poster
Join Date: Jun 2005
Posts: 24
Thank you both! The airline wasn't requiring the charge (as we of course don't charge to transport assistive devices)--the resort was applying it. While Destination Weddings wasn't able to work with us, our station leadership was able to intervene directly with the transport company (since it turns out we use the same company when we require courier service). So the Customer was able to transport her scooter assembled.
#6
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
Thank you both! The airline wasn't requiring the charge (as we of course don't charge to transport assistive devices)--the resort was applying it. While Destination Weddings wasn't able to work with us, our station leadership was able to intervene directly with the transport company (since it turns out we use the same company when we require courier service). So the Customer was able to transport her scooter assembled.