Originally Posted by AdventureRobin

Hi there,

I am so sorry to hear that your mom had such an ordeal with United Airlines. My mom was also travel alone and needed wheelchair assistance from RSW to HNL through IAH and back HNL to RSW through Newark.

I was a wreck. I upgraded her to first class because she had never flown and when I was on the phone with the agent I confirmed having a wheelchair through the whole trip going and coming home.

I spoke to 3 CS reps prior to her departure, and they all assured me that she would have wheelchair assistance. When she arrived at check in in RSW she asked the agent to check to see if she had wheelchair assistance in IAH and HNL, the agent said no it is not noted on your ticket. So the agent made the note and all went well to HNL.

On May 20th on the flight back I checked her in online and when we got to the terminal the agent said that she did not have wheelchair assistance noted on her ticket. The agent said she would note it. We were given a wheelchair and I pushed my mom to the gate. I was traveling back home to ANC so we were going in different directions. When we got to the gate I approached the agent there just to be sure that her ticket noted a wheelchair in Newark. She had a 6 1/2 hour layover and I wanted to make sure that she was picked up with wheelchair and taken to her gate. The agent at the gate said no there was no notation that she needed a wheelchair in Newark. He was kind enough to make that notation for Newark and RSW.

It is unclear to me why I had to ask for this 3 times before it was noted on the ticket. I am glad checked with everyone. These agents deal with thousands of people on a daily basis and most have the patience of Saints. Sorry to hear that your encounter was not so pleasant for your mom.

My only complaint is that when I did the upgrade to first class I asked the 3 CS reps that I spoke to if she would have access to the First Class Lounge and all 3 said yes, since she had a First Class Ticket there would be no problem. I was concerned since her layover was 6 1/2 hours that the lounge would be more comfortable. Well when she got to Newark, XXX denied her access. I called United, I called United Lounge and spoke to supervisor and they told me that I was given incorrect information by 3 CS reps. XXX was very curt to my mom and [B]XXX[/B] her supervisor was very curt to me on the phone. I was transferred back to [UXXX[/U] on the phone and paid $50 for a day pass for my mom to get in and then all of a sudden she became very courteous and kind. I think there is a lack of communication between CS and the United Lounge which needs to be ironed out.

As for asking for wheelchair, I recommend asking on the phone, the ticket counter when you check in and at the gate. And stay seated in the wheelchair until you are on the plane. Three times a charm...