Flying with a powerchair... TERRIBLE, TERRIBLE UPDATE

[chris1gill]

Well, I finally did it, risked it all & brought my powerchair on a plane!!!

I never brought it before because I was worried the airline would break it & I'd be up a creek paying to fix it! Then I went to the MDA website & checked out the laws on bringing wheelchairs on board... If the airline breaks your wheelchair they must pay to fix it or pay the replacement cost if it cannot be fixed...

So, I decided on this trip I would bring it... This flight was to Maui by the way, but don't worry, I'll be bringing it to Orlando in November....

Here is what I learned....

FIRST, arrive at the COUNTER 45 minute early, You'll need every one of those extra 45 minutes. The counter people HAVE NO IDEA how to check in a powerchair... They don't know what to fill out, who to notify, or anything else... Next, gate check the powerchair so the chair isn't damaged on the belt...

SECOND, when you bring the chair to the gate, count on having to show the staff how to disconnect the battery (in my case you have to take the seat & fiberglass cover off)... They have no idea how to do this....

Now, the bad news for me, is that they still broke my chair... now when you lightly brush the joystick to the right, the chair keeps going around in a circle.... Happened near the pool (along with many other places), I'm not happy about it... Also, they cracked the fiberglass cover that covers the motor/batteries & they did something to my right wheel.... I was able to use the chair in Maui, I just had to be careful about it moving on it's own!!!

The good news, is that the airline (American in this case) must pay for the repairs... and they didn't give us any problem with authorizing the work to be done....

So, I'll have a good relationship with my local dealer by the looks of it, I'm bringing it on every flight I go on!!!!

================================

Bumping for the update below.... See the update below marked 3/13... We got very bad news

 

[mamajoan]

I am glad that you posted this. When you say gate check the chair, you mean to transfer at the gate and let the airline people take your chair down to be loaded, correct. Then when you are ready to disembark they bring it back to you correct?. Do you know what would happen if you had to change planes?
I saw a huge plastic box type cover for power chairs on a web site, the bugger was $ 5000, but if you travel alot I bet it would be worth it.
Sorry to hear American busted up your chair, it is amazing that they would not be more careful with a piece of mobility equipment. Glad to know they are going to pay to fix it. Please post if you have any problems with getting them to reimburse you for the cost
Thanks,
Joan

 

[chris1gill]

Hi Joan,

We actually had a plane change... When we left Hartford I gate checked both my chairs, the manual & the power.... They actually took the power chair in the waiting area... that's where my husband showed them how to disconnect the battery.... I then transferred to my manual chair & went down the jetway with the manual chair... they took the manual chair at the entrance to the aircraft.... When we got to St. Louis (for our change of plane) my manual chair was waiting at the entrance of the aircraft (the powerchair was transferred to the new plane automatically), When we arrived in Maui both chairs were at the entrance of the aircraft.. and of course the powerchair was a "little" damaged!!

Anyways, when we left Maui, they seemed even more confused... But, pretty much the same thing happened EXCEPT they DID NOT bring the powerchair to the jetway, they INSTEAD put it on the belts in the luggage area, OMG, this is a RULE, you should NEVER, NEVER, NEVER put a powerchair on a belt... it's a sure way to RUIN a chair... Thankfully, as soon as it was spotted, the baggage person that was already dealing with us shut the belt off (screaming all the way)

We received an issue of authorization from the American baggage person... as soon as the estimate is completed (hopefully today or tomorrow, whenever they can get to it) we'll fax it over to the woman who will then enter it into the documentation & she'll call back with the authorization number... she said not to worry about it, that it would all be approved, they just needed to keep in the loop... If they'd been able to fix it in Maui, I would have been able to get a replacement while it was in the shop & American would have arranged everything & paid for it automatically... Unfortunately there aren't too many dealers in Maui!!!

I definitely WOULD NOT spend 5 grand for a box... the airline is responsible for the chair & if they break it or ruin it, it's their responsibility to take care of it!! The one thing we are going to do, is to create a sort of packing box to go around the joystick and electronics... My husband had some ideas for doing it, so, as soon as we come up with something, I'll post it if that would be helpful... The number one problem with transporting these chairs is the joystick & electronic damage... I had read this before & forgotten about it, so now I think I WON'T forget!!!!

 

[mamajoan]

Chris, thanks for all the info. I just got my power chair in Jan. The lift in the van was just completed. I am now a free range Joanie Anyway, you are right about Maui. I was a pta, lived in Hawaii for a while, w/c and repairs are difficult to come by. I am glan your trip was not ruined by the w/c problems. I am glad to know about the belt thing. I would have not thought that would be too much of a problem.. this info was great for our next trip. Hope your next vacation goes smoothly.

 

[SueM in MN]

Thanks for the information. We have traveled a lot with our DD's manual wheelchair, but the idea of putting her power chair on th airplane really wories me (banged up as it is from her learning to drive it).
Here's a link to one of the MDA web articles that I think you are talking about.
Knowing your righs can make d difference. We knew from the first ime we traveled with D's wheelchair that we had a right to put it in the onboad closet (if it fit). The last time we tried, it didn't come close to fitting, bt at least we tried. The lead flight attendant was really quite nassty about it ("That's my first class passenger's closet") and she wouldn't help us at all, but the gate agent was supportve and told her that we had a right to try, even if the flight attendant didn't want it there or didn't think it would fit.
The part about them replacing anything that gets broken is really good to know. We have had an antitipper bent about 10 years ago and we were pretty much on our own to get it fixed. I think it's only fair that if they break it, they should replace it.
Also, have you thought about removing the joystick and electronic drive for the trip and bringing it on board? My DD's come off fairly easily and that is what we would plan to do if we did bring the chair on the plane. She's broken hers twice, so I've seen the equipment tech whip it on and off several times. It looks pretty easy. Just a few screws and a plug.

 

[chris1gill]

Sue, Thanks for the info on taking the joystick off. I'll have my DH look into it, I'm not handy that way..... The chair is in the shop & will be for approximately two weeks... The dealer guy is going to actually send the joystick unit back to Pride & let them send a replacement, instead of fixing it... It was in new condition before & it will be in new condition again!!! I think the MDA article said the law changed 3 or 4 years ago about what the airlines were responsible for & what they had to pay.... which was full repairs or full replacement cost... As that is the case, I'm not the least bit worried about traveling with it now... Let them fix it... I need it & they should have the proper controls in place to transport it... It was so great having the powerchair with me, being able to get around on my own.... Anyways, we're hoping to get the estimate today & I'll report back!

 

[LindaDVC]

I used to work for Shriners and had kids fly home and back often.
I saw quite a few chairs that were destroyed!

We always drive to our vacation destinations!
After fighting the insurance compnay to pay for Dan's new 20,000 dollar chair I'd hate to see it put in the airlines hands.

Friends who fly often mark there chair where to lift and most importantly where not too!
I have seen bent leg rests, etc as they tried to lift the weight of the chair with a removable piece of the equipment!!

Linda

 

[Nanajo1]

I'm glad your trip was not ruined by the damage to your chair. What would have been required of the airline if your chair was unusable in Maui? Do they have to find you a rental? What will you do for the two weeks the chair is in the shop? I'm still very nervous about taking my power chair on the plane.

 

[SueM in MN]

Actually, DD's power chair has a replacement joystick/electronic controller right now while hers is being fixed. The tech came the day after I called to say it was broken and brought a replacement to use while hers goes back to the company for 1-2 weeks for fixing.
We call her the "wheelchair tester" since she often breaks things that even the company who makes them has never seen broken before. That's one of the reasons we followed our equipment tech when he changed companies. We really need him.

 

[chris1gill]

Hi Nanajo1,

The airline is fully responsible for paying for the rental of a replacement chair if yours is damaged. If there had been a place on the island that could take & fix my chair, they would have fully paid for the chair & replacement, I wouldn't have had to submit any paperwork, but now we get to take it to our desired shop here locally & I'm okay with that... I don't need a replacement for the two weeks now, since I don't go out much (okay, never) & I'm hoping to be okay enough to walk around the house on my own... I'm optimistic if nothing else!! But if I wanted a replacement rental, the airline would be responsible!!!

 

[Nanajo1]

Chris,
I have had those days when well positioned chairs around the house have allowed me to move about without a wheelchair. I just "hop" from chair to chair. Of course it is a little crowded for everyone else!

 

[chris1gill]

Well, it's been almost a week since my Husband brought the chair in & we finally got the estimate....

OH MY.... 1510.00, I can't believe it's that much!!! Now my husband has to fax the airline with the estimate tomorrow, so hopefully we'll hear from them tomorrow or the next day... I'm sort of feeling quite sick over this... Apparently, they don't repair the joystick unit (controller) they just replace it, and the controller for the Jazzy is 1100.00 & the cover for the batter is 100.00 & then I guess labor or whatever must be the remainder.....

Ugh... I really hope they don't give us any trouble like saying the controller was broke BEFORE the trip... how could I prove otherwise? Double Ugh....

 

[mamajoan]

Chris, I don't think they will challenge you on the fact that the joystick was broken en route. However, maybe you have a picture of the powerchair prior to leaving on vacation??

Nanajo and Chris, I use to call patients like you, "furniture walkers", then I would scold and tell my story of how many pts. I had who broke their hips while "furniture walking".
WELL, now somedays I am a "furniture walker" myself . OOOO Karma........ who would have thought......

 

[mamajoan]

Chris, I don't think they will challenge you on the fact that the joystick was broken en route. However, maybe you have a picture of the powerchair prior to leaving on vacation??

Nanajo and Chris, I use to call patients like you, "furniture walkers", then I would scold and tell my story of how many pts. I had who broke their hips while "furniture walking".
WELL, now somedays I am a "furniture walker" myself . OOOO Karma........ who would have thought......

Hope the news you hear from the airline is GOOD NEWS!

 

[Nanajo1]

Mamajoan,
Doesn't life play some funny tricks on us? I would instruct pts on cane walking and stress proper technique now I realize that sometimes technique is relative!
Chris,
The joystick should be replaced and it should have the full warranty. I would not sign off on anything unless it is covered in writing. What if the repair failed? Who would you follow up with? Who would be responsible? I think the airline would rather replace it and be done with it. I would be happier with the replacement. JMO.

 

[chris1gill]

Hi MamaJoan & Nanajo,

Well the problem was that the joystick itself wasn't broken off (that would be too easy), but that the chair would rotate to the right by itself if the joystick was even brushed to the right... So, although I have pictures of the chair before, it doesn't show that the chair actually worked, know what I mean?

I think in the future, I'll have DH bring it in to our local guy for a clean bill of health just prior to flying with it, at least for peace of mind if something does go wrong... Meanwhile, right now, I'm really sitting on pins & needles... I mean I know they should pay for it, but what if they don't? I shouldn't think they way til they say the word "no"!!!

As for furniture walking, it's been a horrible week for me, much worse than usual & everyday I just wish I had my chair!! That's what I get for hoping I'd be okay for the week or two the chair is gone!!!

Anyways, hopefully I'll have an update later today regarding the Airline.... keep your fingers crossed...

 

[SueM in MN]

Here's some Pixie Dust for a good outcome. I think that you won't have a problem with that airline. It sounds like the probelm was pretty noticeable when you got the chair back and you reported it right away. The cahir wasn't really useable the way it was. It's not like 3 weeks later you reported a problem.
And, those controllers are expensive. That part of my DD's wheelchair has a list preice of about $4000.

 

[chris1gill]

OKAY, everybody give a sigh of relief I hope!!!

I just spoke with the rep. at American Airlines & she told me that her boss took the total pretty well & it looks like we are on track... Just get the chair fixed she says! Also, she said it would be better if the Medical Supply house would bill them directly, that way they wouldn't have to worry about reimbursing me or whatnot... Also, she just asked that if the figure does climb (once they figure out what is making the wheel squeal) that they just be updated with the new amount....

So, it looks like they are taking care of things for us, but still, I'm a little nervous..... I was thinking about it, and I'm thinking that from now on, before flying, I will bring the chair in for a quick check-up, so that if something is broken I have documentation that the chair was okay before we left... Shouldn't be that difficult & it covers me in case of trouble....

I spoke with DH & the joystick unit is actually a bit difficult to get off, so we'll have to figure a way to transport it safely, we'll be working on a solution over the next few months... I've often heard this is the piece that gets damaged with these units, so we'll come up with an ingenius way to take care of it I'm sure!!!

 

[chris1gill]

Sue,

I almost forgot to ask, you said your DD's controller had been replaced before & other stuff too, can I ask, does insurance cover when parts of the chair get broken? I've wondered this for a while now... if something wears out or whatever, does it come out of your pocket or is there some sort of insurance?

Thanks!

 

[mamajoan]

Chris, HURRAY!!!! American Airlines gets a pat on the back for "doing the right thing"
Hope you are feeling 'less wobbily" soon!

Nanajo, Funny you should mention cane walking... I use my cane on the "wrong" side because both legs were damaged severly.. but the right one still has a huge brace on it.. I use the cane on the right side most of the time.. when I see old pts at the grocery they Always tell me I am being naughty not obeying my own previous instructions...

Sue, does your dd have the joystick that has a computer programmed controlled setup?