Flying Delta with a disability

[peemagg]

Has anyone flown on Delta with a mobility disability? If so what was your experience?

I just booked our flights for our next trip to Disney on Delta, and have had nothing but regrets since. I called and let them know that I was disabled and needed to be close to the front due to inability to walk very far. They booked me and an assistant in the bulkhead, but then informed me that if someone else that they deemed needed it more, that they would bump me to who knows where on the plane. It is up to the gate agent to reassign us seats the day of the flight. Has this happened to anyone, and if so what was the outcome?

I didn't just book it because of it being closer to the front due to lack of ability to walk, but also because I need the extra room to stretch out my legs due to the illness I have. If I have my legs bent down for a short length of time they turn purple and increase with pain and swelling. The manager I spoke to said it didn't matter.

Were you also able to preboard? I have never had these issues when flying Airtran.

 

[WheeledTraveler]

Delta is one of the few US airlines I fly willingly. I use a manual wheelchair and cannot walk down the aisles of a plane (too narrow), although can transfer independently. Most Delta flights I board and deplane using an aisle chair. I've had good service with them. I should probably note that it's about 50/50 about whether I remember to call ahead and let them know I use a wheelchair before I check-in.

I always pre-board on Delta. The only time they've not pre-boarded me the airport assistance had messed up and there were issues getting the aisle chair. Delta was very apologetic and not only did I file a complaint with the airport, but they did as well.

I've never not gotten at least the seat-type I wanted. I actually don't like bulkhead and really need a window seat so I can prop myself against the wall, plus so people don't have to climb over me all the time (I do a lot of overseas flying) which hurts me and can't be fun for them either. If somehow at check-in I don't have the seat-type requested, and I can't change it myself, I talk to an agent there. Delta has switched to mostly computerised check-in, but even at the smaller airports I've been to has had a few agents around the check-in machines to help. They can get into the system to override things as necessary. Then when I go to talk to the gate agent about pre-boarding, aisle chair, and a gate-check tag for my wheelchair I remind them that my seat is specific for disability related reasons (often they ask if my seat is okay). I've only had one instance ever where they said "oh, good thing you told us we were about to move you". And I've never had it happen when I've called ahead on a seat.

The only other warning I'd give probably won't be relevant to you flying within the US, but I once had issues where I booked a flight through Delta that was actually run by another carrier (I think KLM). The message didn't get pushed through the system that I was a wheelchair user so they only really found out when I showed up to check-in. But as I don't think Delta does much of sharing flights with things that aren't its direct subsidiaries in the US, I suspect that shouldn't be an issue.

Let me know if you have any other questions! I'm really picky about what US airlines I fly and Delta, Southwest, and JetBlue are probably my favourites.

 

[POOHsie]

The last time I flew, I carefully chose my seat assignment. The airline knew of my disability. All my planning was a waste of time. They put me in the aisle chair and took me to the first seat, front row, center section. It was very close to the exit door and easy for the people handling the aisle chair. End of story.

I was amazed (disappointed) at the lack of helpful info, when I spoke with the airline disabilities people and tried to make specific plans. It all seemed to come down to "winging it" at the gate.

 

[peemagg]

Just winging it at the gate is what I am worried about. When I have flown with Airtran and called to let them know that I was disabled and when I did, the seats that I was assigned, was the seat I got.

I understand the need of someone with issues like a service dog or fused leg might need the bulkhead seats as well, but it doesn't seem right that if they show up the day of the flight without notifying the airline in advance, then they should have to take the where ever seats. Not the person with just as legit reasons for needing those seats who let the airline know in advance. I wouldn't even mind if I was called in advance of the flight and them say we need to move you due to a service dog or whatever. If I could get other seats that would work just as well for me, I would move in a heartbeat, but because of lack of planning on their part, shouldn't cause me or anyone else that did plan ahead any inconvenience.

I guess we will have to wait and see what comes of this, but it doesn't make me feel very comfortable with their policies.

 

[videogal1]

Just winging it at the gate is what I am worried about. When I have flown with Airtran and called to let them know that I was disabled and when I did, the seats that I was assigned, was the seat I got.

I guess we will have to wait and see what comes of this, but it doesn't make me feel very comfortable with their policies.

If you have a problem the day of the flight you can request to speak to a Complaint Resolution Officer, which every airline is required to have on duty to resolve these kinds of issues whenever the airline is open for business. Just ask to speak with one...even if you're on the plane already. They are required to be available...even by phone. If you really want to go prepared...get the phone number before the flight...I had a seating issue once and asked to speak to one..The issue was resolved immediately.

 

[cmesq61]

The last time I flew Delta I pre-identified myself as handicapped, arrived walking with my walker, and was not allowed to pre-board. Only the people in wheelchairs and people with baby carriages were allowed pre-boarding. I won't travel with them again unless desparate. Trying to get down the jetway with my walker was scary--people trying to squeeze around me and jostiling me made me very afraid i was going to fall and be trampled. Airtran broke my wheelchair and then took 10 days to fix it. Jet Blue has been consistently reasonable, although I have been bumped from a seat that I picked to accommodate my particular needs. I think it's always a bit of a crap shoot when traveling, so the moral is know what you need and advocate for yourself politely but firmly.

 

[videogal1]

The last time I flew Delta I pre-identified myself as handicapped, arrived walking with my walker, and was not allowed to pre-board. Only the people in wheelchairs and people with baby carriages were allowed pre-boarding. I won't travel with them again unless desparate. Trying to get down the jetway with my walker was scary--people trying to squeeze around me and jostiling me made me very afraid i was going to fall and be trampled. Airtran broke my wheelchair and then took 10 days to fix it. Jet Blue has been consistently reasonable, although I have been bumped from a seat that I picked to accommodate my particular needs. I think it's always a bit of a crap shoot when traveling, so the moral is know what you need and advocate for yourself politely but firmly.

Yes, and don't hesitate to ask to speak to a CRO, Conflict Resolution Officer...It's not an option for the airline...They MUST allow a CRO to assist you when you feel other personnel are persisting in being jerks...or any other appropriate other adjective. To refuse to fly a carrier because they gave you a bad time means you could miss out on saving money on a good fare. Holding the airline's feet to the fire and making them obey the law makes it easier for the next person to protect their own rights, too.

 

[jsilvers]

I understand the need of someone with issues like a service dog or fused leg might need the bulkhead seats as well, but it doesn't seem right that if they show up the day of the flight without notifying
the airline in advance, then they should have to take the where ever seats.

Note that the reason the Department of Transportation has adopted extensive rules for passengers with disabilities is that they aren't subject to special burdens (such as advance notice) that don't apply to other passengers. And the reason that passengers with a fused leg or service animals take priority for the bulkhead seats is that they may not fit anywhere else on the aircraft.

This isn't a Delta policy - it's federal law. And it's a good one.

 

[dclfun]

I now fly Delta exclusively after a few fiascos with SW due to the height of their cargo door not fitting my w/c and resultant damage. The only problem I've had is that sometimes they change the plane so the seat that I was originally assigned in advance (bulkhead) may not be in the same location in the new plane's configuration and then I have a harder time with the aisle chair and all my equipment. They have ALWAYS given me appropriate seating though with my service dog even though there have been times on a full plane that it was a tight fit with her AND my vent under the seat. On our way to Barcelona they upgraded us to business class after noting that we'd not be comfortable for such a long flight in the coach section, and I never would have asked. Most important, the damage to my w/c has been minimal vs. major, meaning that I have no longer had to spend a few days stuck in a hotel room waiting for a repair tech. If there IS a problem with damage, they are quick to fix it and offer compensation. So now while I always let them know I'm coming with a vent that I'll be using during the flight and a SD, I realize that my seat assignment may change based on the type of plane that ends up being the one actually used for the flight and I trust that I'll be accommodated appropriately.---Kathy

 

[seashoreCM]

Another significance of getting the Conflict Resolution Officer is that he will take (vt) the late (n) (ordinarily an infraction that somebody somebody gets stuck with) if resolving the issue results in delaying the departure. Rank and file FA's, etc. are reluctant to get involved in unusual circumstances if they have to take the late.

Trying to get down the jetway with my walker was scary--people trying to squeeze around me and jostiling me

Not a panacea but waiting for the thundering hordes to go ahead of you and then boarding may be a good alternative. Take your time, be careful.

 

[Ms_Butterfly]

I understand the need of someone with issues like a service dog or fused leg might need the bulkhead seats as well, but it doesn't seem right that if they show up the day of the flight without notifying the airline in advance, then they should have to take the where ever seats. Not the person with just as legit reasons for needing those seats who let the airline know in advance.

If the person with a service dog or fused leg doesn't give twenty-four hour advance notice, the airline has to do their best to seat the person in bulkhead or other best seat for them, but it isn't guaranteed to work out. If they did call ahead, any airline flying to/from the U.S. has to give the bulkhead or other best seat for them (of the passenger's choosing) by law. Other medical conditions do not qualify under this law.

So, yes, you could be bumped out of a bulkhead seat because of another passenger who qualifies under the law or because of a change in the plane schedule or type of plane (because a computer reassigns seats in that case and the computer doesn't know the difference between a disabled passenger and a non-disabled passenger - this means as a service dog user who always gets bulkhead, I have to always keep an eye on my reservations to make sure my seats haven't been changed -- and I have gotten to the airport a day after checking my seats to be told my seat had been changed, in which case they would have to move anybody there around because I did call in advance). The reason the airline told you this is because they tell everybody in a bulkhead seat this so they know and can't be mad at the airline.

The law cannot say everybody with a disability can sit there or there would be a huge number of ppl wanting those seats, which would prevent those who actually need the (slightly) larger space for a service dog or because they have a leg that can't bend from getting seats. Hate to tell you, but your legs are definitely going to still be bent in bulkhead! Bulkhead is not that much bigger - in fact, you might even be better off in a regular seat that gives you space to put your feet in the carry-on bag under-the-seat space, as that might let you stretch your legs out a few more inches. The roomiest bulkhead I've been in besides First Class on Delta is coach on one type of JetBlue plane. Check out the seat plans online - I think the site is SeatGuru.com or something - as I think they list the footspace at each seat.

Delta does not usually book ppl into bulkhead seats until the day of the flight except for ppl with service dogs or fused legs, so you got a good deal being booked there ahead of time!

Remember, unless there is turbulance, you are allowed to stand up and/or walk around the cabin to get your legs unbent. (This also helps prevent those killer blood clots like that one reporter died of.)

Oh yeah - and Delta does have pre-boarding. For a while, they stopped announcing it, but now they do announce it again. (Funny, I happened to complain about that and it started being announced again, then on a recent flight's survey they sent out they happened to ask if the announcement was made, so it sounds like they are making sure pre-boarding is definitely announced again!) I always pre-board, as it takes a bit of time to get settled in my seat between my service dog and my carry-on luggage (which can only be put in the overhead due to sitting in bulkhead) and myself.

 

[jsilvers]

If the person with a service dog or fused leg doesn't give twenty-four hour advance notice, the airline has to do their best to seat the person in bulkhead or other best seat for them, but it isn't guaranteed to work out. If they did call ahead, any airline flying to/from the U.S. has to give the bulkhead or other best seat for them (of the passenger's choosing) by law. Other medical conditions do not qualify under this law.

That's not quite right. In this case, Delta appears to be using the 'priority' method of assigning seats, which means that a bulkhead seat can be reassigned if a qualifying passenger (i.e., fused leg or service animal) requests the seat up to 1 hour before departure. See 14 C.F.R. § 382.83(a)(2). The 24-hour rule notice requirement applies if an airline holds bulkhead seats in reserve from everyone but qualifying passengers (14 C.F.R. § 382.83(a)(1)), which doesn't appear to be what Delta is doing in this case, since the OP was assigned a bulkhead seat but provided a warning.

 

[peemagg]

Like I said earlier, I didn't just choose those seats, because I wanted them, I choose them because I need to sit as close to the front of the plane due to an inability to walk far. I have to use crutches to walk at all, so getting to a seat further back in the plane is kind of out of the question. So I do have a legitimate disability for reserving these seats. In fact if I could walk further back, I would have reserved the seats with the rest of my family who are right now 9 rows back. I just can't walk that far!

 

[jsilvers]

So I do have a legitimate disability for reserving these seats.

You may feel that it is legitimate, but federal law doesn't define it that way. Passengers with a fused leg or a service animal have priority for bulkhead seats. So I'm sorry, but you're essentially complaining that Delta is doing what it is legally required to do by the U.S. Department of Transportation. That can only be an issue for DOT, which made the regulations, not the airline.

 

[goofieslonglostsis]

Like I said earlier, I didn't just choose those seats, because I wanted them, I choose them because I need to sit as close to the front of the plane due to an inability to walk far. I have to use crutches to walk at all, so getting to a seat further back in the plane is kind of out of the question. So I do have a legitimate disability for reserving these seats. In fact if I could walk further back, I would have reserved the seats with the rest of my family who are right now 9 rows back. I just can't walk that far!

While it might not be your first choice option, there are ways of getting you to a further down located seat safely. It's been mentioned before, the aislechair is a perfect aid in getting people safely to their seat if they can not navigate themselves there safely for whatever reason. This same aid can be used whenever needed before, during and after the flight. While some will find it more desirable, if need be your needs can be met without having to require a bulkhead seat to be able to fly. It wont happen that often, but if the airline finds they have multiple passengers with specific needs that can only be met by assigning a bulkhead then it's not that idiotic that in this case you (or anybody in alike situations where needs can be met without an absolute need for that seat) would be moved to another location and have your needs taken care of by for instance the usage of an aislechair.

If you want to sit with family; by all means feel free to do so. It tends to have better results when informing the airline beforehand (and reminding at check in and about an hour before landing) that usage of the aislechair is needed to have it waiting for you there. Honestly, a "mere" mobility disability is no absolute limitation for having to sit in certain seats.

Actually, a bulkhead is not even a guarantee that you will be "closest" to the area you will board through. It will depend upon the type of aircraft and even airport, specific gate, time etc. through which door or doors boarding will be done. Fairly regularly boarding will be done through doors that will have seats closer to them than a bulkhead row. To give you an idea; about 35/40% of my flights have had boarding done through doors that were in such a location that bulkheads actually required quite a distance to travel before getting there. Which tends to be a higher percentage when having seats in eco versus flying business class.

 

[dclfun]

While it might not be your first choice option, there are ways of getting you to a further down located seat safely. It's been mentioned before, the aislechair is a perfect aid in getting people safely to their seat if they can not navigate themselves there safely for whatever reason. This same aid can be used whenever needed before, during and after the flight. While some will find it more desirable, if need be your needs can be met without having to require a bulkhead seat to be able to fly. It wont happen that often, but if the airline finds they have multiple passengers with specific needs that can only be met by assigning a bulkhead then it's not that idiotic that in this case you (or anybody in alike situations where needs can be met without an absolute need for that seat) would be moved to another location and have your needs taken care of by for instance the usage of an aislechair.

If you want to sit with family; by all means feel free to do so. It tends to have better results when informing the airline beforehand (and reminding at check in and about an hour before landing) that usage of the aislechair is needed to have it waiting for you there. Honestly, a "mere" mobility disability is no absolute limitation for having to sit in certain seats.

Actually, a bulkhead is not even a guarantee that you will be "closest" to the area you will board through. It will depend upon the type of aircraft and even airport, specific gate, time etc. through which door or doors boarding will be done. Fairly regularly boarding will be done through doors that will have seats closer to them than a bulkhead row. To give you an idea; about 35/40% of my flights have had boarding done through doors that were in such a location that bulkheads actually required quite a distance to travel before getting there. Which tends to be a higher percentage when having seats in eco versus flying business class.

This! On my last two Delta flights, to get to the bulkhead row I had to pass through First Class which was about 10 rows back, so if you end up with this type of plane you'll need to use the aisle chair anyway to get to your seat, unless you're in First Class also.---Kathy

 

[kaytieeldr]

You also want to check (and keep checking) the specific plane type. Some larger planes have several sections, so several bulkhead rows, in Economy. As others said, bulkhead doesn't necessarily equal 'right by the door'. That said, the only time in recent memory that I've flown Delta - because JetBlue didn't add a late flight until after I bought tickets - I didn't really care about my seat location. But when I rolled up to the Gate Agent, before I said a word, he told me he was moving me up to the bulkhead. He did the same for the other passenger in a wheelchair, and it turned out we each had our own respective three-seat section across the aisle.

Another thing to consider, although I'm relatively certain Delta isn't this classist: Continental allows only First Class passengers (and the crew) to use the bathrooms at the front of the plane.

 

[goofieslonglostsis]

Another thing to consider, although I'm relatively certain Delta isn't this classist: Continental allows only First Class passengers (and the crew) to use the bathrooms at the front of the plane.

Not my experience at all. While I no longer can fly eco, back when I still did CO crew would always simply take me to BF and/or F bathroom as soon as I'ld ask for the aislechair and a push to a bathroom. One could argue that it's older experience and my experience with CO isn't always the standard as I've got some higher up CO employees on the look out for me and I tend to get service above and beyond. However, it still got and gets done on all my CO flights with those passengers in eco that need the aislechair for any moving around.

What they will do in my experience is benefit the BF/F passenger with needs over the eco passenger with alike needs in the oddball shot that both need to use a bathroom at the exact same time. And that's all if one is on an aircraft that is not equipped with an "accessible" bathroom, which tends to be located in eco anyway.

 

[Ms_Butterfly]

That's not quite right. In this case, Delta appears to be using the 'priority' method of assigning seats, which means that a bulkhead seat can be reassigned if a qualifying passenger (i.e., fused leg or service animal) requests the seat up to 1 hour before departure. See 14 C.F.R. § 382.83(a)(2). The 24-hour rule notice requirement applies if an airline holds bulkhead seats in reserve from everyone but qualifying passengers (14 C.F.R. § 382.83(a)(1)), which doesn't appear to be what Delta is doing in this case, since the OP was assigned a bulkhead seat but provided a warning.

Non-disabled passengers are not allowed to choose those seats on Delta. They are assigned the day of the flight at the airport. I'm sure a phone supervisor just bypassed this to get the OP her seats as they can bypass it for ACAA-qualified passengers.

OP, do note that sometimes seat assignments can change due to a change in the flight (time, flight number, airplane, etc.) even up to the day of the flight, so if you get bumped out of bulkhead, do still check with the gate agent to see if they can swap your seat for a bulkhead if there isn't an ACAA-qualified person there who needs it. I fly Delta for almost all of my flights (occassionally will fly JetBlue if the flight choices are better or prices are a lot better, the latter which usually is not the case) so deal with having to call for bulkhead a lot. For one of my recent flights, I had booked it far in advance (about six months, I think) and ended up having to call nine or ten times to get bulkhead because the seat assignments kept changing since the time would change by a few minutes or the flight number would change or whatnot - very frustrating!! On my most recent trip, I was called to the gate desk in one of the airports and asked if I wanted bulkhead. I said I already had it booked and she said the seats had been reassigned. I had just checked on the seats to be okay, so go figure! It can happen at any time. Too bad the computer can't be programmed to recognize an ACAA-qualified person and put them back in bulkhead ... oh wait, this is 2011, that WOULD be possible!!!

 

[Ms_Butterfly]

Like I said earlier, I didn't just choose those seats, because I wanted them, I choose them because I need to sit as close to the front of the plane due to an inability to walk far. I have to use crutches to walk at all, so getting to a seat further back in the plane is kind of out of the question. So I do have a legitimate disability for reserving these seats. In fact if I could walk further back, I would have reserved the seats with the rest of my family who are right now 9 rows back. I just can't walk that far!

I get that you are disabled and need to sit close to the front, but your disability isn't one that the ACAA states as qualifies for not being kicked out of the bulkhead. As you know, there are only two types of ppl who qualify for bulkhead-by-law (if the passenger wants it - they're not forced to sit there, LOL) and that is ppl with a fused/prosthetic leg that doesn't bend and ppl with a service dog.

So, yes, you have a legitimate disability, but it isn't legitimate for bulkhead-priority seating under the ACAA. If somebody who was under it in the ACAA booked your flight and needed bulkhead, you could be kicked out of bulkhead. (Thankfully, there are usually at least two bulkhead coach seats on each plane, so that ups your chance of staying in bulkhead.)

If you don't want the worry about being kicked out of bulkhead, you could always ask for the second or third row to avoid the whole bulkhead thing. I believe those rows usually have moveable armrests to help disabled ppl get into their seats, too. I have seen them often assign these seats to ppl with disabilities.