Simply a different approach, it can make the world of difference
Oct 7, 2009, 6:52 am
#1
Original Poster
Join Date: Jan 2008
Posts: 147
Simply a different approach, it can make the world of difference
OK, so by now I'm starting to think you can not safely fly with a powerchair -or better put; mine- without it having at least some damage. Three trips, 3 times damage. Beats me how they keep managing to do so. We hand them the chair after removing all that can be done so, wrapping any damagable parts, basically giving them a square shaped package. And then they somehow damage something right in the middle that would require lots of force to damage. 
I suspect my home airport of AMS to be the source after seeing them joyriding chairs, literally throwing chairs etc. Multiple AMS employees have the same feeling, but one can never tell for sure of course.
As always, I'm not happy to find damage done. To say the least. This time though, the overall experience so far has been a total chance. Instead of earlier experiences of less then willing to listen airlines, having to fight for the most basic stuff, CO surprised me. It started at check in on the first flight out. They obviously were trained by CO USA -later found out this is true-, as they acted according to AACA. Eventhough we now got a more or less simular legislation within the EU, the standard reception when checking in at AMS is sheer fear and shock, nobody knows how to deal with a wheelchair being taken along and they tend to go on overload. No so for the CO check in staff. They were very efficient and took care of our every need and more before we could even ask for it. They actaully had read the notes in our files, shockingly nice. ^
After transferring at IAH and getting to MCO, my friend tells me my blinking indicator in the left back is burning. I kinda tell her she's crazy, it's the sunlight reflecting in there. Switch the power on and off, to get everything out of travelmode. Check myself and see! No light burning. Wrong me, when we get to the hotel I find out I've got a short circuit going on that is the cause of the blinking indicator burning non stop. Also the protective hood is loose, which needs a lot of force to get there. Oops. Talked to my guys at home and learned it's no big thing, can wait until I get home. Talk to CO and as soon as I hit the right person; smooth experience. No need to get back to the airport, a phone call is enough to get things in motion. I opted to wait to get things fixed until I get home, not wanting to miss any precious vacation time.
Fast forward 2,5 weeks; back home again after a great trip. Very uneventfull flights and we land at AMS. Within no time there is a CO manager on the plane looking for me. She got the note about the damage and wants to make sure things go smoothly. Nice touch. She escorts us to the bagage claim area and goes on a hunt down for my powerchair. She finds it, it is sitting on the tarmac, as usual at AMS those dealing with it are doing so in whatever speed they think works. Within minutes after her tracking it down, it makes it's way to us at bagage claim. Hang on a sec, they are delivering a chair AND some loose parts. That was not how I handed them the chair at MCO. Sure enough, somehow the chair got damaged more on the way back. A lot more. I'm pretty annoyed at that moment, but then again I can have a temper when it comes to my health and/or chair.
CO manager helps me get the claim done within no time. No need to hang around to note every little possible damage. She filed a basic claim, telling me to have things checked out at home. She's seen the state the chair is in, it'll be OK. Saves me tons of time and a lot of frustration. Because sure enough, we keep finding more things wrong with it. Lots of stuff bended. Hopefully can be sorted out with a new fitting, worst case scenario all new parts. Co manager gives me her name and direct phone number, telling me not to go through the regular procedure but have her take care of it all. It'll safe lots of time and since she's been there anyway, no need to keep explaining. And if we ever fly again, just call her so she can personally be on a look out for us.
Bottomline; my powerchair is damaged yet again. Unusable to me at the moment, again. Yet, the approach CO had to this all made a lot of difference. Damage can unfortunately happen. Especially with my home airport. But the way CO is dealing with it at the moment, makes me feel at ease. When things do go sour, they don't try to wiggle out of it but take responsibility. This is what I am looking for. Sure, I'm SERIOUSLY hoping for 2 undamaged chairs for my next trip but if something were to happen, this is the approach I appreciate. What a difference compared to some other airlines out there.
I suspect my home airport of AMS to be the source after seeing them joyriding chairs, literally throwing chairs etc. Multiple AMS employees have the same feeling, but one can never tell for sure of course.As always, I'm not happy to find damage done. To say the least. This time though, the overall experience so far has been a total chance. Instead of earlier experiences of less then willing to listen airlines, having to fight for the most basic stuff, CO surprised me. It started at check in on the first flight out. They obviously were trained by CO USA -later found out this is true-, as they acted according to AACA. Eventhough we now got a more or less simular legislation within the EU, the standard reception when checking in at AMS is sheer fear and shock, nobody knows how to deal with a wheelchair being taken along and they tend to go on overload. No so for the CO check in staff. They were very efficient and took care of our every need and more before we could even ask for it. They actaully had read the notes in our files, shockingly nice. ^
After transferring at IAH and getting to MCO, my friend tells me my blinking indicator in the left back is burning. I kinda tell her she's crazy, it's the sunlight reflecting in there. Switch the power on and off, to get everything out of travelmode. Check myself and see! No light burning. Wrong me, when we get to the hotel I find out I've got a short circuit going on that is the cause of the blinking indicator burning non stop. Also the protective hood is loose, which needs a lot of force to get there. Oops. Talked to my guys at home and learned it's no big thing, can wait until I get home. Talk to CO and as soon as I hit the right person; smooth experience. No need to get back to the airport, a phone call is enough to get things in motion. I opted to wait to get things fixed until I get home, not wanting to miss any precious vacation time.
Fast forward 2,5 weeks; back home again after a great trip. Very uneventfull flights and we land at AMS. Within no time there is a CO manager on the plane looking for me. She got the note about the damage and wants to make sure things go smoothly. Nice touch. She escorts us to the bagage claim area and goes on a hunt down for my powerchair. She finds it, it is sitting on the tarmac, as usual at AMS those dealing with it are doing so in whatever speed they think works. Within minutes after her tracking it down, it makes it's way to us at bagage claim. Hang on a sec, they are delivering a chair AND some loose parts. That was not how I handed them the chair at MCO. Sure enough, somehow the chair got damaged more on the way back. A lot more. I'm pretty annoyed at that moment, but then again I can have a temper when it comes to my health and/or chair.
CO manager helps me get the claim done within no time. No need to hang around to note every little possible damage. She filed a basic claim, telling me to have things checked out at home. She's seen the state the chair is in, it'll be OK. Saves me tons of time and a lot of frustration. Because sure enough, we keep finding more things wrong with it. Lots of stuff bended. Hopefully can be sorted out with a new fitting, worst case scenario all new parts. Co manager gives me her name and direct phone number, telling me not to go through the regular procedure but have her take care of it all. It'll safe lots of time and since she's been there anyway, no need to keep explaining. And if we ever fly again, just call her so she can personally be on a look out for us.
Bottomline; my powerchair is damaged yet again. Unusable to me at the moment, again. Yet, the approach CO had to this all made a lot of difference. Damage can unfortunately happen. Especially with my home airport. But the way CO is dealing with it at the moment, makes me feel at ease. When things do go sour, they don't try to wiggle out of it but take responsibility. This is what I am looking for. Sure, I'm SERIOUSLY hoping for 2 undamaged chairs for my next trip but if something were to happen, this is the approach I appreciate. What a difference compared to some other airlines out there.
Oct 7, 2009, 7:19 am
#2
FlyerTalk Evangelist
Join Date: Jan 2002
Location: west of DFW airport
Programs: AA LT Gold 1.9 MM flying my way to LT PLAT
Posts: 11,074
Wow! What a story. CO out of IAH is a very interesting airline. We often suggest people out of their way to go through IAH to get to Europe without going via London Heathrow.
Please post here again to let us know if the repairs were successful.
Please post here again to let us know if the repairs were successful.
Oct 8, 2009, 3:42 am
#4
Original Poster
Join Date: Jan 2008
Posts: 147
I will keep you guys updated, allthough I'm almost certain -knock on wood!- it'll be OK one way or the other. Hopefully most can be dealt with within days. Some stuff will take up to months, but we'll find a creative solution that'll work meantime. That's the upside of it all; my guys are used to dealing with airline damage to my chair and getting me up and about asap.
Nov 27, 2009, 6:23 am
#6
Original Poster
Join Date: Jan 2008
Posts: 147
A quick update. Chair has been fixed for quite some time now. I got the bill for that this week, so on Thuesday I mailed all the info to my contact with CO AMS. Today she called to inform me it all had arrived. This monday they will be paying the bill, going directly through the maintanence company I use so I don't have to deal with anything anymore. Turns out they already contacted the company for some missing info on the bill, thus 'delaying' the payment. Talk about quick. 
My contact knew I was planning on another MCO trip for 2010. After looking at fares, for a second or 2 I was contemplating perhaps not flying CO. A difference of €200,- isn't a small difference when on a fixed income. Quickly decided that the piece of mind and not having to fly on a codeshare flightnumber of an airline I've got a very bad experience with (another airline will do the flight) was worth the extra money. Sure enough, the contact at CO offered to help out when I would be booking. Well, I already had booked. CO again it is.
So, contact is now on the ball with the new reservation. Doesn't like the type of aircraft I'm booked on, slightly higher risk of damage. They're going to stay on top of things. It's still months prior to the flight and it still can chance type of aircrafts. If they do chance back to their usual type on that itinerary; great! If not, they are probably going to chance me another, more expensive- itinerary. Also a good connection, but a different type of aircraft with a lower risk of damage. All at no cost to me.
Reinforces the feeling of making the right move of rebooking them again.
My contact knew I was planning on another MCO trip for 2010. After looking at fares, for a second or 2 I was contemplating perhaps not flying CO. A difference of €200,- isn't a small difference when on a fixed income. Quickly decided that the piece of mind and not having to fly on a codeshare flightnumber of an airline I've got a very bad experience with (another airline will do the flight) was worth the extra money. Sure enough, the contact at CO offered to help out when I would be booking. Well, I already had booked. CO again it is.
So, contact is now on the ball with the new reservation. Doesn't like the type of aircraft I'm booked on, slightly higher risk of damage. They're going to stay on top of things. It's still months prior to the flight and it still can chance type of aircrafts. If they do chance back to their usual type on that itinerary; great! If not, they are probably going to chance me another, more expensive- itinerary. Also a good connection, but a different type of aircraft with a lower risk of damage. All at no cost to me.
Reinforces the feeling of making the right move of rebooking them again.