United Airlines left mom in wheelchair stranded in New Jersey
Sep 15, 2017, 8:37 pm
#76
Join Date: May 2015
Location: BWI
Programs: DL PM, Marriott Platinum
Posts: 165
I'd like to see more info, rather than take just the son's version. Was she bumped, or did she miss boarding? "Bumped" as used by the son, may be completely different than what we know "bumped" as. What time did her inbound land? Was she met by a porter? Did she approach the gate before door closing and have her BP rejected? Etc.
If it was a deliberate face-to-face bump, the GA should be fired. Today. Nevermind the union. If it was a mind-numbingly, world-class stupid action by the GA, UA should not just slap his/her wrist. The public will want to know that they will not have to run into the same person in a customer-facing capacity.
United needs to get out and explain exactly went on instead of letting the son's version be the only one out there. Either confirm it or provide more details if the son's story is not the entire story. United's PR people appear to be bottom-of-the-barrel types.
If it was a deliberate face-to-face bump, the GA should be fired. Today. Nevermind the union. If it was a mind-numbingly, world-class stupid action by the GA, UA should not just slap his/her wrist. The public will want to know that they will not have to run into the same person in a customer-facing capacity.
United needs to get out and explain exactly went on instead of letting the son's version be the only one out there. Either confirm it or provide more details if the son's story is not the entire story. United's PR people appear to be bottom-of-the-barrel types.
2. I assume she went to the bathroom on her own during that time; yet she asked no one from United for assistance with her travel situation?
Sep 16, 2017, 1:11 am
#77
Join Date: Aug 2013
Location: LAS HNL
Programs: DL DM, 5.7 MM, UA 3.1 MM, MARRIOTT PLATINUM, AVIS FIRST, Amex Black Card
Posts: 4,479
I am with UA on this. I would say the same thing with all other carriers.
Side note: Typical this happened at EWR (New Jersey). Those are perhaps the rudest employees in the World. UA chose this as a hub because of People Express and Continental (at EWR). No service to JFK.
Every first line carrier flies to JFK. Not UA.
Sep 16, 2017, 4:35 am
#78
FlyerTalk Evangelist
Join Date: May 2007
Location: Houston
Programs: UA Plat, Marriott Gold
Posts: 12,693
The ACAA says UA has to provide wheelchairs/porters (which they choose to do via contractors) and not a whole lot beyond that. But the wheelchair/porter does not address all of the challenges this passenger faces traveling independently, especially when the airline fails to execute on their own published schedule. Per UA's claims they went above and beyond, but when the passenger refuses their claimed services, what can they do? They can't force her to not sit at the gate for 12 hours.
The sEWeR is really just the icing on the cake here, I can't see how it would go any different in Houston.
Sep 16, 2017, 5:51 am
#79
Join Date: Jul 2011
Programs: AA Plat, UA 1K>Plat>moving to Silver
Posts: 2,090
Wheelchair service is required under the Air Carrier Access Act. The airlines don't have an option to restrict or discontinue the service.
https://www.transportation.gov/airco...s-disabilities
https://www.transportation.gov/airco...s-disabilities
There is also a 30 minute limit for leaving an immobile person unattended. But I suspect, waiting at the gate, she may not have been unattended.
Sep 16, 2017, 11:00 am
#80
Join Date: Jan 2013
Location: BOS
Programs: Hyatt Discoverist, Marriott/SPG/Hilton Gold, PreCheck + Clear
Posts: 2,306
That's false. UA has confirmed that they "checked on her throughout the evening." The fact that she chose to remain by the gate rather than take the free hotel room that was offered, coupled with the fact that her son is now falsely claiming she was IDBd, has led many to conclude that the passenger was profoundly confused about her situation.
It makes no sense to me either. I cannot imagine allowing a parent in that condition to fly without assistance on an international itinerary requiring a connection.
It makes no sense to me either. I cannot imagine allowing a parent in that condition to fly without assistance on an international itinerary requiring a connection.
Sep 16, 2017, 11:03 am
#81
Join Date: Feb 2002
Location: BNA
Programs: HH Gold. (Former) UA PP, DL PM, PC Plat
Posts: 8,184
There's also quite a range in the capability of passengers who request wheelchair service. Anything from those who simply can't walk or stand for extended distances/periods to those who have no control over their limbs. The request for the wheelchair service alone isn't enough to make any determination of the passenger's ability to be independant.
Sep 16, 2017, 11:48 am
#82
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Ewa Beach, Hawaii
Posts: 10,909
Most 77yr olds are mentally competent regardless of their need, or lack thereof, of a wheelchair. How would an airline determine that an assistant is required unless the passenger, or passenger's family member, told them?
There's also quite a range in the capability of passengers who request wheelchair service. Anything from those who simply can't walk or stand for extended distances/periods to those who have no control over their limbs. The request for the wheelchair service alone isn't enough to make any determination of the passenger's ability to be independant.
There's also quite a range in the capability of passengers who request wheelchair service. Anything from those who simply can't walk or stand for extended distances/periods to those who have no control over their limbs. The request for the wheelchair service alone isn't enough to make any determination of the passenger's ability to be independant.
Sep 16, 2017, 12:05 pm
#83
Join Date: Jul 2009
Programs: none
Posts: 1,668
To the son's defense, the report is that he DID call to check on her and UA told him she made the flight. If that's true, then that's a major Customer Service failure. However, given the other inconsistencies in the story, I will wait for the whole truth before I jump to any conclusion.
Sep 16, 2017, 12:53 pm
#84
Original Poster
Join Date: Dec 2013
Location: dark side of the moon
Programs: papa card, UA 1K
Posts: 707
Wheelchair service is required under the Air Carrier Access Act. The airlines don't have an option to restrict or discontinue the service.
https://www.transportation.gov/airco...s-disabilities
https://www.transportation.gov/airco...s-disabilities
The one fact that seems not to have been challenged is that ultimately a lady (77 years old) sat in a wheelchair at a gate for 12 hrs when arrangements could have been made to accommodate her instead of just (apparently) giving her a 1K UA ETC, including (apparently) 2 much earlier flights that she likely would have cleared as a standby.
I agree with many that a non stop flight should have been booked if available, but the story doesn't stop there.
Last edited by WineCountryUA; Sep 16, 2017 at 1:02 pm Reason: Discuss the issues, not the poster(s)
Sep 16, 2017, 1:12 pm
#85
Join Date: Sep 2006
Location: ORD
Programs: United Plat 2MM, Hilton Gold
Posts: 2,727
The one fact that seems not to have been challenged is that ultimately a lady (77 years old) sat in a wheelchair at a gate for 12 hrs when arrangements could have been made to accommodate her instead of just (apparently) giving her a 1K UA ETC, including (apparently) 2 much earlier flights that she likely would have cleared as a standby.
Sep 16, 2017, 1:25 pm
#86
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Ewa Beach, Hawaii
Posts: 10,909
Sep 16, 2017, 3:27 pm
#88
Join Date: Jul 2011
Programs: AA Plat, UA 1K>Plat>moving to Silver
Posts: 2,090
Most 77yr olds are mentally competent regardless of their need, or lack thereof, of a wheelchair. How would an airline determine that an assistant is required unless the passenger, or passenger's family member, told them?
There's also quite a range in the capability of passengers who request wheelchair service. Anything from those who simply can't walk or stand for extended distances/periods to those who have no control over their limbs. The request for the wheelchair service alone isn't enough to make any determination of the passenger's ability to be independant.
There's also quite a range in the capability of passengers who request wheelchair service. Anything from those who simply can't walk or stand for extended distances/periods to those who have no control over their limbs. The request for the wheelchair service alone isn't enough to make any determination of the passenger's ability to be independant.
As it is, it would appear in this case, so long as they checked up on her every half hour, UA met what was required. It remains that it is foolish not to have a family member accompany someone not capable of taking care of themself.
Sep 16, 2017, 4:12 pm
#89
Join Date: Jul 2013
Location: MRY - CNX - TXL
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Posts: 7,058
To the son's defense, the report is that he DID call to check on her and UA told him she made the flight. If that's true, then that's a major Customer Service failure. However, given the other inconsistencies in the story, I will wait for the whole truth before I jump to any conclusion.
Sep 16, 2017, 4:40 pm
#90
Join Date: Apr 2007
Location: South Coast NSW, Australia
Programs: UA and SQ; Hilton, Fairmont, Marriott, Rydges Priority
Posts: 290
From my experience I am first to praise UA for their handling of a pax with a disability.
My niece is blind.
They accompanied her from check in in a mid west USA regional airport to her gate.
They looked after her transferring flights in DEN and LAX and they accompanied her thru immigration, baggage claim and customs\quartantine in Sydney personally 'delivering' her into our hands in the arrivals area.
It was the same on the return journey.
My niece is blind.
They accompanied her from check in in a mid west USA regional airport to her gate.
They looked after her transferring flights in DEN and LAX and they accompanied her thru immigration, baggage claim and customs\quartantine in Sydney personally 'delivering' her into our hands in the arrivals area.
It was the same on the return journey.