Wheelchair Assistance Denied to an Elderly Passenger – ORD
#1
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Wheelchair Assistance Denied to an Elderly Passenger – ORD
My Mother-in-Law was travelling today (1st June) on UA 507 ORD – YVR.. She was travelling with a paid upgrade to First. She’s an elderly lady in her mid 70’s who suffers from rheumatoid arthritis, low blood pressure and is unable to walk any distance. Consequently wheelchair assistance was booked online and confirmed by telephone with United. A vegetarian meal was also ordered.
She checked in and received wheelchair assistance which dropped her off at the departing gate which was C17. Boarding was scheduled to commence at 11.25am with the flight due to depart at 12pm. At 11.10am the gate was changed from C17 to B11. Since the wheelchair had left, my Mother-in-Law notified the customer service agent that she would need further wheelchair assistance to travel to the new gate. The agent refused and told her that B11 was just behind the wall. My Mother-in-Law is not a frequent flyer and spent the next 15-20 minutes trying to find gate B11 in Concourse C based on the information she had been given by the agent.
After not being able to find gate B11, she returned to the original gate C17 which was empty other than the agent and she asked him again. Once again he refused to call for wheelchair assistance and when she asked him if he could show her the gate (which was supposedly behind the wall), he said that he could not leave the desk.
My Mother-in-Law was extremely upset, distressed and worried about the possibility of missing her flight. She eventually found an airport employee who was kind enough to show her the way to gate B11. She walked for nearly 45 minutes in extreme pain to get to gate B11 and only narrowly made the flight because it was delayed by 23 minutes.
Once on board in First, the vegetarian meal which had been requested was not available and she was offered a ‘Garden Salad with Shrimp’ instead. She therefore didn’t have a meal and ate nothing on the four and a half hour flight.
If either my wife or I had been travelling with my Mother-in-Law, we would have been sure to make a note of the employee’s name before ensuring that she had the necessary wheelchair assistance to the new gate. As it was, she was vulnerable and without a cell phone. She suffered badly during her journey and will doubtless suffer the consequences of the journey for a good while to come as her body tries to recover from an experience which could have been easily avoided.
Airlines have a responsibility to us as customers and passengers however this responsibility is greater to those most vulnerable. The United employee at Gate C17 not only failed in his responsibility and obligation to my elderly Mother-in-Law but he is also the direct cause of her suffering today and possibly for weeks to come. All we wanted was for my Mother-in-Law to have a smooth an uneventful journey. Instead she had a tortuous journey and an experience which will haunt her the next time she travels. My wife is the frequent flyer on United and will submit a formal complaint to United however neither an apology nor compensation can negate what happened today.
Any advice/help would be greatly appreciated. Many thanks.
She checked in and received wheelchair assistance which dropped her off at the departing gate which was C17. Boarding was scheduled to commence at 11.25am with the flight due to depart at 12pm. At 11.10am the gate was changed from C17 to B11. Since the wheelchair had left, my Mother-in-Law notified the customer service agent that she would need further wheelchair assistance to travel to the new gate. The agent refused and told her that B11 was just behind the wall. My Mother-in-Law is not a frequent flyer and spent the next 15-20 minutes trying to find gate B11 in Concourse C based on the information she had been given by the agent.
After not being able to find gate B11, she returned to the original gate C17 which was empty other than the agent and she asked him again. Once again he refused to call for wheelchair assistance and when she asked him if he could show her the gate (which was supposedly behind the wall), he said that he could not leave the desk.
My Mother-in-Law was extremely upset, distressed and worried about the possibility of missing her flight. She eventually found an airport employee who was kind enough to show her the way to gate B11. She walked for nearly 45 minutes in extreme pain to get to gate B11 and only narrowly made the flight because it was delayed by 23 minutes.
Once on board in First, the vegetarian meal which had been requested was not available and she was offered a ‘Garden Salad with Shrimp’ instead. She therefore didn’t have a meal and ate nothing on the four and a half hour flight.
If either my wife or I had been travelling with my Mother-in-Law, we would have been sure to make a note of the employee’s name before ensuring that she had the necessary wheelchair assistance to the new gate. As it was, she was vulnerable and without a cell phone. She suffered badly during her journey and will doubtless suffer the consequences of the journey for a good while to come as her body tries to recover from an experience which could have been easily avoided.
Airlines have a responsibility to us as customers and passengers however this responsibility is greater to those most vulnerable. The United employee at Gate C17 not only failed in his responsibility and obligation to my elderly Mother-in-Law but he is also the direct cause of her suffering today and possibly for weeks to come. All we wanted was for my Mother-in-Law to have a smooth an uneventful journey. Instead she had a tortuous journey and an experience which will haunt her the next time she travels. My wife is the frequent flyer on United and will submit a formal complaint to United however neither an apology nor compensation can negate what happened today.
Any advice/help would be greatly appreciated. Many thanks.
#3
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Report it as a disabilities issue. The passenger requested wheelchair assistance in advance and then requested the wheelchair twice during the gate change. The GA cannot deny the wheelchair aid nor can the GA decide that the distance is one that the disabled passenger is capable of walking. It's more than just a customer service failure, although it's an extremely bad example of that too. USA airlines are required to have some sort of a disabilities aware and responsible person--I'm not sure of the title--available at the time 24/7 at all airports (although often by phone) and ex post. You can escalate and report the situation to the federal government.
#4
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Advice: leave out the meal stuff. I know you are disappointed with that, but leave it out of the discussion with UA. Just focus on a disabled person not being given accommodation that was asked for. That will give you your best chance of response.
#5
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If the OPs MIL has a document disability then a letter should be written to UA's ADA coordinator (info should be on website) about the situation. If it is completely ignored by their ADA coordinator and you gave them reasonable amount of time to respond than you could escalate it with a formal ADA complaint to the FAA's civil rights office but that will involve formal interviews as part of the investigation.
#6
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I have noticed common themes about these wheel chair threads.
1. Many of those who need a wheel chair ALSO need more than just a wheel chair, they need a traveling companion, as they are so often described as being infrequent travelers, unwilling or unable to to take the proper course of action (such as walking 45 minutes in pain just to "make a flight"), an unaware of the actual rules of air travel.
2. There are many responsibilities involved when wheel chair is requested, and when those are not followed only one side gets blamed, typically the airline. What about the responsibilities of the travelers family to make sure the traveler who needs assistance is safely on board. A gate pass would have fixed all of the issues here. Or a traveling companion who makes the trip with the WC passenger.
Too often family drops off travelers who need assistance without the proper tools to ensure they are safe and that the passenger has options when things go awry, as they always do. There are 10 million commercial aviation flights per year in the US. Plan for mistakes to happen, and take steps to ensure they happen. As much as the airline is at fault when a WC does not appear, the passenger/passengers family is at least equally at fault for failing to take all steps required to ensure a safe journey.
1. Many of those who need a wheel chair ALSO need more than just a wheel chair, they need a traveling companion, as they are so often described as being infrequent travelers, unwilling or unable to to take the proper course of action (such as walking 45 minutes in pain just to "make a flight"), an unaware of the actual rules of air travel.
2. There are many responsibilities involved when wheel chair is requested, and when those are not followed only one side gets blamed, typically the airline. What about the responsibilities of the travelers family to make sure the traveler who needs assistance is safely on board. A gate pass would have fixed all of the issues here. Or a traveling companion who makes the trip with the WC passenger.
Too often family drops off travelers who need assistance without the proper tools to ensure they are safe and that the passenger has options when things go awry, as they always do. There are 10 million commercial aviation flights per year in the US. Plan for mistakes to happen, and take steps to ensure they happen. As much as the airline is at fault when a WC does not appear, the passenger/passengers family is at least equally at fault for failing to take all steps required to ensure a safe journey.
#7
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Are you sure about the gates? C 17 and B 11 are no where near each other. And there's a customer service counter pretty much right across from C 17 where she probably could have spoken to somebody else who would have resolved it for her.
#8
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From C to B is a long walk. This is not acceptable. If would help if someone subsribed to flight paging and has these messages saved. It does show the flight departed out of B11 on Saturday.
I would have thought the proper procedure would be:
1 - gate change triggers gate agent to search the passenger list for wheelchair Special Service Requests
2 - gate agent to request wheelchair assistance
To not do it and then deny request is just nasty.
This is the kind of thing that makes th TV news. I think if UA does not offer a formal apology and compensation, it needs to be escalated to the government, press, whatever... I am sure there are cameras all over the terminal to see what exactly happened.
For what's worth, the policy is here: http://www.united.com/web/en-US/cont...omerfirst.aspx
I dont't think special meals are offered in domestic F (and that includes Canada) other than ps service....
I would have thought the proper procedure would be:
1 - gate change triggers gate agent to search the passenger list for wheelchair Special Service Requests
2 - gate agent to request wheelchair assistance
To not do it and then deny request is just nasty.
This is the kind of thing that makes th TV news. I think if UA does not offer a formal apology and compensation, it needs to be escalated to the government, press, whatever... I am sure there are cameras all over the terminal to see what exactly happened.
For what's worth, the policy is here: http://www.united.com/web/en-US/cont...omerfirst.aspx
I dont't think special meals are offered in domestic F (and that includes Canada) other than ps service....
Last edited by username; Jun 1, 2013 at 11:26 pm
#9
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I have noticed common themes about these wheel chair threads.
1. Many of those who need a wheel chair ALSO need more than just a wheel chair, they need a traveling companion, as they are so often described as being infrequent travelers, unwilling or unable to to take the proper course of action (such as walking 45 minutes in pain just to "make a flight"), an unaware of the actual rules of air travel.
2. There are many responsibilities involved when wheel chair is requested, and when those are not followed only one side gets blamed, typically the airline. What about the responsibilities of the travelers family to make sure the traveler who needs assistance is safely on board. A gate pass would have fixed all of the issues here. Or a traveling companion who makes the trip with the WC passenger.
Too often family drops off travelers who need assistance without the proper tools to ensure they are safe and that the passenger has options when things go awry, as they always do. There are 10 million commercial aviation flights per year in the US. Plan for mistakes to happen, and take steps to ensure they happen. As much as the airline is at fault when a WC does not appear, the passenger/passengers family is at least equally at fault for failing to take all steps required to ensure a safe journey.
1. Many of those who need a wheel chair ALSO need more than just a wheel chair, they need a traveling companion, as they are so often described as being infrequent travelers, unwilling or unable to to take the proper course of action (such as walking 45 minutes in pain just to "make a flight"), an unaware of the actual rules of air travel.
2. There are many responsibilities involved when wheel chair is requested, and when those are not followed only one side gets blamed, typically the airline. What about the responsibilities of the travelers family to make sure the traveler who needs assistance is safely on board. A gate pass would have fixed all of the issues here. Or a traveling companion who makes the trip with the WC passenger.
Too often family drops off travelers who need assistance without the proper tools to ensure they are safe and that the passenger has options when things go awry, as they always do. There are 10 million commercial aviation flights per year in the US. Plan for mistakes to happen, and take steps to ensure they happen. As much as the airline is at fault when a WC does not appear, the passenger/passengers family is at least equally at fault for failing to take all steps required to ensure a safe journey.
#10
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Flying United is using public transit and you're mostly on your own, but United has significant legal obligations under the Air Carrier Access Act. There may be some contractual obligations under the United Contract of Carriage, but the obvious Rule 14 and Rule 15 don't appear to apply here. It's certainly worth complaining to United about their staff being unwilling to order wheelchair service.
Did United actually use those terms? When you write to United, I would be careful to use the same terms they do.
I'm alarmed an vulnerable person with medical conditions would be traveling without snacks.
Indeed! Be sure to give her a few snacks for the flight home in case it's delayed or has undesired food.
ADA or ACAA? I guess it could be ADA since part of the inconvenience happened on the ground, but even wheelchair-handling related fines come from the DOT (not DOJ who I think handles ADA issues) and I thought they were due to the ACAA not ADA.
My Mother-in-Law was travelling today (1st June) on UA 507 ORD – YVR.. She was travelling with a paid upgrade to First. She’s an elderly lady in her mid 70’s who suffers from rheumatoid arthritis, low blood pressure and is unable to walk any distance. Consequently wheelchair assistance was booked online and confirmed by telephone with United.
If the OPs MIL has a document disability then a letter should be written to UA's ADA coordinator (info should be on website) about the situation. If it is completely ignored by their ADA coordinator and you gave them reasonable amount of time to respond than you could escalate it with a formal ADA complaint to the FAA's civil rights office but that will involve formal interviews as part of the investigation.
Last edited by mduell; Jun 2, 2013 at 1:59 am
#11
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This post is about my mother. Thank you to all of you for your responses. They are very helpful. I am so upset and torn up with guilt about this incident over what I should have done differently in this situation. My mother has not traveled for years as journeys are generally quite painful for her but I had convinced her to make this trip. She is in so much physical pain right now from having forced herself to walk.
The gate information of C17 to B11 is correct. I have the flight paging alerts. As soon as I saw the gate change come in 15 min before scheduled boarding I was worried that the wheelchair would not get to her in time to make the flight. I got on the phone with United and while they couldn't tell me any specifics they did say that since she was confirmed wheelchair assistance, they would take her to the updated gate and GA is aware of all passengers needing wheelchair assistance.
I never imagined that she would be denied a wheelchair. I really don't understand why this United GA would not get her a wheel chair especially when she returned to the gate when all the other passengers had left. Most people would help an elderly passenger who clearly and visibly had trouble walking. My reason for reaching out to United now is just to make sure this employee gets the appropriate training to hopefully make sure this type of experience is not repeated.
I did not know you could obtain a gate pass. Shame on me for not doing my research. That is very useful information to have for future reference.
The gate information of C17 to B11 is correct. I have the flight paging alerts. As soon as I saw the gate change come in 15 min before scheduled boarding I was worried that the wheelchair would not get to her in time to make the flight. I got on the phone with United and while they couldn't tell me any specifics they did say that since she was confirmed wheelchair assistance, they would take her to the updated gate and GA is aware of all passengers needing wheelchair assistance.
I never imagined that she would be denied a wheelchair. I really don't understand why this United GA would not get her a wheel chair especially when she returned to the gate when all the other passengers had left. Most people would help an elderly passenger who clearly and visibly had trouble walking. My reason for reaching out to United now is just to make sure this employee gets the appropriate training to hopefully make sure this type of experience is not repeated.
I did not know you could obtain a gate pass. Shame on me for not doing my research. That is very useful information to have for future reference.
Last edited by runningshoes1; Jun 2, 2013 at 2:17 am
#12
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In my opinion, UA and the gate agent deserve every bit of penalty and bad publicity on this one - this is probably worse than when they lose an unaccompanied minor unintentionally. I would ask UA to actually investigate the incident and provide you explanation and apology - especially you are GS.
Gate agents get really busy but it does not seem there is a flight to get out right at the time (since the gate has just been changed). There are also supervisors and other backups at the concourse the agent could have called. C17 as I recall is pretty centrally located.
It is possible that the gate agent thought by the time the wheelchair assists come, the flight at the new gate would have left (it almost seemed they held the flight for all the passengers to move over). That, however, is not a valid excuse.
Gate agents get really busy but it does not seem there is a flight to get out right at the time (since the gate has just been changed). There are also supervisors and other backups at the concourse the agent could have called. C17 as I recall is pretty centrally located.
It is possible that the gate agent thought by the time the wheelchair assists come, the flight at the new gate would have left (it almost seemed they held the flight for all the passengers to move over). That, however, is not a valid excuse.
#13
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I never imagined that she would be denied a wheelchair. I really don't understand why this United GA would not get her a wheel chair especially when she returned to the gate when all the other passengers had left. Most people would help an elderly passenger who clearly and visibly had trouble walking.
#14
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United needs to get their act together.
The fact that you, "have noticed common themes about these wheel chair threads" should indicate a problem on UA's side not the pax side.
#15
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I would echo the earlier thought--do not mention the special meal. Special meals are not available on ORD-YVR flights, so it was not a matter of it just not being loaded. Focus on the wheelchair and I think you have a legitimate gripe.