Last March I flew NZ Business Class from LAX SYD RT. Prior to my outbound flight, I called res to confirm my seats, and reminded them that I would like to have a wheelchair available between gates. The res lady was indignant, and questioned my needs. I told her that I had MS, and my legs were a little weak to walk the distances sometimes required for gate changes. She told me spell the "MS", which I did. Then she rudely said I needed a physicians' slip in order to fly! I was appalled, and thanked her as I hung up.

Everything was going well with the seats that were assigned, and the wheelchairs were always there. The Air NZ folks in the Lounge were very gracious, and I was assured I had the bulkhead seat again on the AKL LAX route. As they boarded the masses, I asked the male FA where 07K was. He pointed to the stairs, and told me that I had to take my seat before he could change it. The masses were pushing me towards the stairs, and I wondered how I would ever manage that steep climb! No FA's around, I put my larger carry-on around my neck, and the smaller one I dragged with my teeth. Up the stairs I crawled, one by one on my hands and knees, finally reaching the top. No FA's in sight. My pants are ripped, but I managed to walk to my "bulkhead seat".

After writing to the CEO of Air NZ explaining my dismay, he eventually wrote back apologizing for the inconvenience, and offered my money back.

As a side note to this scenario, I'm 60 years old, love traveling, and don't expect anything special or dramatic in my life. But, with this latest travel experience, do you have any thoughts about the CEO's offer, or should I just grab it and run? Thank you for your input.