travelling with AA and with a disability
 

hello
i am new to this site -
me and my partner have travelled in the last two years twice with AA, first time from cancun via dallas to honolulu, second time cancun via dallas to frankfurt germany. my partner needed wheelchair assistance both times (first time before a hip surgery, second time right after the hip replacement surgery). i do realize that it is not the air carrier which is responsible but the airport - but nevertheless both times there was a problem. the worst was in dallas on our way to frankfurt. the wheelchair was there but there was nobody to help us (i have an injury myself but i walk but could not push the wheelchair myself) - actually after having waited long enough (20 minutes) the captain himself pushed my partners wheelchair! the cabin crew had told us that they had tried to call several times for personell to help us, but that nobody would be coming to help us out. when we complained to AA later, they told us that we had not waited enough and somebody showed up later! we had been waiting enough and we had a connection to catch. although it is not AA responsibility, dallas airport is their hub and the terminal is AA s terminal in the airport. i thiink AA should have some kind of responsibility - flying in Europe with Lufthansa and Olympic airways, at check in our luggage was tagged 'priority' - when i asked why, i was told that is because of my partner being disabled! i pointed out to AA that this would be a good way of making connections faster (when one has to pick the luggage and has personel to push the wheelchair, this would be more efficient for the personel as well - shorter waiting time would free the personel and more disabled passengers could be attended) but the reply from AA was that they only prioritize business class passengers and not disabled when it comes to priority luggage. personally i find it apalling that a task regarding disabled passengers should be dismissed or carried on in such a way without any consideration. it makes travelling through dallas on connection an impossibility for a disabled person. and it makes us better off flying via canada instead (cancun - toronto- europe) the next time
thanks and kind regards

That sounds like an awful experience! I specialize in accessible tourism, and am always saddened with I hear these stories. I also share them with companies when I consult with them on the issues facing people with disabilities when they travel.

In the future, if something seems to be going wrong, my advice is to find the nearest airline representative and request to speak to their Complaint Resolution Officer immediately. Every airline is required to have one at the airport or on call. They are there to make sure things go smoothly for you. If you haven't done so, be sure to file a complaint. Airlines are required to review and resolve these issues in the policies and practices.

Safe travels!

This was a dreadful experience, and I know those of us who depend upon someone to push our wheelchairs always worry that when we have connecting flights something will happen and there will be no wheelchair.

I do think you exempt AA inappropriately. I think the carrier is obligated to help you reach your connecting gate or the exit of the airport. We fly Delta almost exclusively. Several years ago I had a person in Atlanta who did not want to push my wheelchair. He left me in a restaurant. I called Delta. In five minutes there were five people around me. Three were from Delta, and one of the Delta employees was in charge of disabled care. Of course I immediately received exceptional service, and have had no other problems. I do, however, carry this lady's cell phone number wherever I go.

If what happened with you with AA happened to me with Delta I would receive an apology letter with a $100 voucher even if I did not complain about the lack of wheelchair service. I think you should complain to AA.