American Airlines Ranks Worst For Number of Complaints From Passengers with Disabilities
May 18, 2008 · Print This Article
The Aviation Consumer Protection Division of the Department of Transportation reported an alarming number of disability-related complaints received by American Airlines in 2006. American Airlines received 3,453 disability-related complaints, while American Eagle received 600. Complaints against American were more than two times that of the next highest number of complaints received by Delta at 1,700.
To get a sense of how disproportionate the numbers are, in 2006, Delta ran 506,086 total operations, or 78%, compared to American’s 643,597.
One such complaint was filed with the DOT by Louise Caplan, who alleged a series of violations that spanned four trips from June 1996 to September 1997. She claimed that she had specifically requested wheelchair assistance on those flights, only to be denied, in violation of the Air Carrier Access Act (ACAA), which requires that wheelchair assistance be provided for passengers with disabilities. The DOT, upon review of complaints sent to both American Airlines and directly to the DOT, found that there were “a significant number of apparent violations… [and] a number of the complaints appeared to reflect deficiencies on the part of the carrier in meeting the requirements of” the ACAA. The DOT determined, given the serious nature of the violations and the number and nature of the apparent violations involving American, that enforcement action against American was warranted, and American was assessed a civil penalty of $1.2 million.
photo credit: Daquella manera
This is outrageous! AA should be ashamed.
I am having serious issues with United that they are refusing to pre board disable passengers first. They allow first class to go and if you are disabled then you go in front of economy class and they are following you and complaining because you are slow. I am mobility impaired and I do take time walking due to safety concerns. It is really a concern for me.
> We are writing regarding our disabled daughter, Amy Rowlands, and her
experience in O’Hare Airport, Chicago yesterday, July 8th.
> She was travelling from Orlando to Manchester, UK, changing in O’Hare. The
United Orlando flight arrived at gate 22 at 5-29 pm leaving around an hour to
transfer from Terminal 1 to Terminal 5 for the connecting flight with BMI to
Manchester.
> When they arrived in Chicago and Amy was waiting for assistance on the plane
it became clear that United had not informed Chicago that a disabled passenger
required assisatnce on this flight. The steward phoned and asked for assistance
and eventually two girls in blue uniforms arrived and immediately began arguing
over who was going to take Amy across the airport to Terminal 5.
> The steward lost patience and began to get Amy into her chair. The remaining
girl, who Amy thinks was named Latrice, began to wheel her very slowly across
the airport telling her she was going to miss the flight anyway and that she was
going to have to get a new boarding pass.
> On the train between terminals a bag hanging on Amy’s chair got caught in the
wheel. Amy told Latrice that the wheel was coming off abd two other passengers
helped Amy untangle the bag whilst Latrice stood by doing nothing.
> On the way Latrice met several colleagues and complained to them all in front
of Amy that she didn’t want to be doing this and wanted to be going home.
> Instead of going straight to the gate for the Manchester connection Latrice
took Amy to Disablement Services and proceeded to arguw with her superior about
going home. Eventually her superior convinced Latirce that she had to take Amy
to the gate. This they did excrutiatingly slowly with Latrice haranging Amy
constantly about missing her flight and that she shouldn’t be travelling on her
own.
> When they got to the BI desk the staff asked Amy where she had been, told her
that they had been tracking her and that there should have been plenty of time
to get across the airport to catch her flight. One of the BMI staff actually
then told Amy, ‘I am telling you now, if it wasn’t for her you would have made
the flight’.
> Latrice then stood in front of Amy and stared at her ntil Amy was forced to
give her a tip.
> She was then left alone with her bags, her crutches and hand luggage. Then
three personnel dressed in green(porters?) walked past her mimicking a limp and
pulling distressed faces which they all laughed at.
> She couldn’t go anywhere because she couldn’t push her own chair and leave her
luggage which has appeared from somewhere.
> Eventually another member of staff dressed in green saw her crying (by this
time she had already phoned us and had broken down in tears) and came over to
help. His name was Ivan and he took her to several desks to see if she could get
an earlier flightas the only alternative they had offered her up to then was to
fly to Copenhagen.
> She eventually got a flight with American Airlines to Heathrow about 11-30
that night. She then had to wait 5 hours in Heathrow for a connection with BA to
Manchester.
> This all means she left Orlando about 3pm on Tuesday and arrived home at 1pm
Wednesday (Orlando time).
> To think that a lone, 20 year old female traveller can be bullied and
discriminated against in this fashion in the USA today is beyond our
comprehension.
> We have travelled to the USA from the UK over 30 times in the past 15 years or
so and up to now have loved the country and its general work for the disabled
but we are appalled and shocked by this behaviour in O’Hare airport and before
we consider further serious action we would appreciate your views on the above.
>
> Mike and Linda Rowlands
> 863 420 8981
on a 2 month trip to america traveling on american airlines we found the planes dirty coffee stains up the back of the seats crumbs all over the seats ,the cabin staff rude when we saw them which was not to often on a 9 hour flight the food was not very good very few drinks were served ,on check in we were charged $15 for every bag, we found the whole trip a night mare we will never travel with american airlines again they really are bad the worst hi have ever been on we got more drinks traveling to portugal on a 3 hour flight than to america talk about cut backs american air lines you should be closed down your staff have no pride in there jobs just look at the way they are dressed easy jet have smarter staff you reall are a disgrace for a big company we do this trip every year no wounder you are losing money
I booked a flight for my 85yr mom on american airlines. I asked the airline if my mother can get wheel chair assistance from the american checkin booth to the gate. they called my mom in new york and spoked to my sister and ask several questions regarding my mom. They ask my sister if my mom had alzheimer disease and if my mom was crazy and would she walk off and start wondering off by herself. my sister said no to all the above.They went on to tell my sister that if my mom, who only speaks spanish, cannot answer several questions in english at checkin, she will be denied boarding and will be refunded her ticket minus the fees.