My Airport/ Airline experiences and frustrations

[lovetoscrap]

I wanted to post my first experience traveling with my own scooter. Overall the experience was quite easy and my scooter made it through just fine. I had direct flights to Orlando and back.

My local airport is rather small with just one security line. They had me run all my stuff through the xray machine and pulled me into the security area. The TSA agent got my stuff off of the belt and brought it back to the area I was in. No big deal.

I was flying AirTran.

There were 4 handicapped passengers--2 were completely immoble, one was mostly incapable of standing and then me. They loaded the first 3 using the special wheelchair (does that have a name?). They had already taken my scooter and put me in an airline wheelchair, pushed me to the plane and I was able to walk on. They put all of us in the front of the plane (business class). They told me to get in the window seat next to one of the men that was completely immoble. I have a large Cam Walker on my bad foot and horrible balance. I looked at him already seated and unable to move, and the seat they wanted me to get in and almost . I looked at the Flight Attendant and said there was no way on Gods green earth I was getting into that seat without hurting him, me or both of us! The FA's were quite flustered (I guess they weren't expecting 4 hc passengers) and tried to convince me to try, that was the only place they could put me! NOPE! Not even going to try. Passengers were starting to come on board and I was holding things up so they put me in the 2nd row by the window. That worked fine.

I was really surprised that the airline seemed to be so unprepared for 4 hc passengers. I know that I let them know ahead of time, and I talked to one of the other guys and he said that he lets them know he needs w/c assistance. I would think that the other 2 did also since they seemed like they have flown before. I could have sat in my originally assigned seat in Coach but they said they like those needing special assistance in the front???

Scooter was ready and waiting not long after we landed.


Coming home I was in my scooter and was with Shugardrawers in her personal manual w/c. Mears dropped us off and we checked our bags outside. That called someone to come assist her and push her to the gate. Someone came by and got another w/c passenger and said someone would be back for us. They never showed up. We finally gave up and Shug just grabbed onto my seat, I grabbed her armrest and I pulled her through the Orlando airport! I wish I had pictures of it!!!

Security in Orlando was where I had the biggest frustrations. A TSA agent pulled us out of the line (we were in the slow lane) and took us to the front. I asked him if we needed to have our stuff scanned, but he just said go up there! But then another agent rudely told us we needed to put our stuff through the scanner and seemed quite annoyed that we weren't in line. Thanks to some extremely nice and helpful passengers that helped us get those bins to put our things in and helped us get our stuff across the line onto the conveyer belt.

So they pulled me back to the screening area. A large glass box past the end of the belt. Shug was left waiting. And then other passengers were being pulled back to be scanned before her.

But the most frustrating part was that our bags and other things had come out of the scanner and were just sitting at the end of the belt. Laptop, cameras, Kindle, Ipods, all our money etc... They drill into the flying public's head to not leave your bags unattended but here was all of our stuff completely unattended and available for anyone to take. When others picked up their things my view of our things was completely obstructed and I couldn't keep an eye on it, plus I was supposed to be paying attention to the TSA agent. So I told her I was very uncomfortable with all of our stuff sitting there and I would it brought in. Nope. Can't bring it in with us. She went out and moved it over to another table where a TSA agent was running some equipment. All of our things still just sitting out in the open with no one watching it.

When my screening was done I went over to start gathering up our things. The Agent standing next to our stuff doing other things glanced up and said "Is that your stuff?"

"Yep"

That was it. I was really upset about this. Do we have any better rights regarding securing our personal property while being screened?
Getting on the plane was a bit easier this time except that Shug had to use the special wheelchair to get on the plane--she is not allowed to put any weight on her foot at all. The men were just not getting this. They kept trying to tell her to just get up at the door of the plane and walk. She had to explain several times that she could NOT get up and walk. They made it obvious they were displeased by this.

So over all my first experience traveling alone with my scooter was very positive. The only real problem was the security situation in Orlando. I had TONS of help from other passengers in the airports when needed, and in fact was turning down offers of assistance constantly. I know that we often read here how trips to Disney are marred by others and their nasty attitudes towards ECV's and w/c's. I wasn't sure what to expect in the airport and was very pleasantly surprised. I think I enountered the most helpful and nicest people I have found anywhere there!

But I really would like to know if I had other rights about the situation with our bags in security at MCO.

 

[SueM in MN]

There were 4 handicapped passengers--2 were completely immoble, one was mostly incapable of standing and then me. They loaded the first 3 using the special wheelchair (does that have a name?).

Yes, it's called an aisle chair. If you look post #15 in the disABILITIES FAQs thread, there are pictures of my DD using one. The one you saw may have looked a little different, but they all work the same.

They told me to get in the window seat next to one of the men that was completely immoble. I have a large Cam Walker on my bad foot and horrible balance. I looked at him already seated and unable to move, and the seat they wanted me to get in and almost . I looked at the Flight Attendant and said there was no way on Gods green earth I was getting into that seat without hurting him, me or both of us! The FA's were quite flustered (I guess they weren't expecting 4 hc passengers) and tried to convince me to try, that was the only place they could put me! NOPE! Not even going to try. Passengers were starting to come on board and I was holding things up so they put me in the 2nd row by the window. That worked fine.

Lucky they moved you.

I was really surprised that the airline seemed to be so unprepared for 4 hc passengers. I know that I let them know ahead of time, and I talked to one of the other guys and he said that he lets them know he needs w/c assistance. I would think that the other 2 did also since they seemed like they have flown before. I could have sat in my originally assigned seat in Coach but they said they like those needing special assistance in the front???

We've used AirTran a lot and have had mostly very good experiences.
I think you were probably right when you said they were probably not prepared for 4 people. A lot of times, even though there may be 2 or 3 people using wheelchairs on our plane, my DD is the only one unable to walk. The others park their wheelchairs at the gate and then walk in the plane. From talking to Gate Agents in the past, I think most of the time they just know they are getting a certain number of passengers who need wheelchair assistance, not the level of assistance needed.
We seldom get upgraded with other airlines, but we've been upgraded to Business Class about 1/2 of the time from AirTran.
Actually, it helps for them to upgrade you if you have mobility needs. With the extra room and being closer to the front, you can be loaded faster so that they can begin general boarding faster.

We finally gave up and Shug just grabbed onto my seat, I grabbed her armrest and I pulled her through the Orlando airport! I wish I had pictures of it!!!

Security in Orlando was where I had the biggest frustrations.

We've found the security in Orlando to be pretty frustrating too.
About the best word for them is brusque - just kind of cold and uncourteous. They are efficient, just not pleasant at all.
When we get screened in Minneapolis, the Security people are very nice. There you are told to put your shoes into one of the bins to go thru security. When we've done that in Orlando, we didn't just get told it wasn't necessary, we've gotten yelled at. It's like we broke some horrible security rule instead of just doing something we didn't need to do.

That was it. I was really upset about this. Do we have any better rights regarding securing our personal property while being screened?

I have not seen anything in writing that would answer this question, but on this page from the TSA website, there are a number of additional resources, including places to contact with questions or concerns. You'll find them at the bottom of the page.

Getting on the plane was a bit easier this time except that Shug had to use the special wheelchair to get on the plane--she is not allowed to put any weight on her foot at all. The men were just not getting this. They kept trying to tell her to just get up at the door of the plane and walk. She had to explain several times that she could NOT get up and walk. They made it obvious they were displeased by this.

Sad to hear about that. It sounds like they looked at her and decided she looked like she could walk, so that's what they wanted.

Glad to hear things overall were good.

 

[DisneyWheeler]

I'd have to agree with the security being terrible at the Orlando airport. I've had a horrible experience with them making me remove my bone conduction headband hearing aid to put it through the x-ray machine. Most airport security screeners at airports (except Orlando) that I've traveled with my mom have allowed me to keep my hearing aid on after we explained to them that the thing that looked like a headband on my head was a hearing aid.

I'm profoundly deaf in my left ear, but still can communicate verbally. Anyway, after arguing with the security screener about allowing me to wear my hearing aid when walking through the scanner, my mom and I both gave up. My mom said, "OK, but you'd need to stand on her right side for her to be able to hear your instructions on what you want her to do."

Samantha

 

[mechurchlady]

I found out the hard way that being disabled does not mean equal access or any of the stuff published by airlines. I flew out of LAX in the morning for Texas and there was nobody at the entrance to help guests. The TSA was a block away from the check in area. TSA would not listen when I said I could waddle through the scanner.

Ideally there are supposed to be skycaps and personnel to help disabled guests but on my last trip I found LAX to be lax. I sat there waiting and waiting and wondered what would it be like to be a paraplegic or other disabled person who could not waddle around like me.

Glad that most of your trip went well and hopefully the airlines will change for the better.
Big hugs
Laurie

 

[toocherie]

We just flew from LAX to Orlando and back last week.

Our experience at LAX was very good. (We were on Delta.) The TSA people were very nice; my Mom and I both got pulled for special screening (she was on a scooter; I have two replaced knees so always get dinged). We put our carry-ons/purses/shoes and jackets in the bins for screening and when they were through the TSA agent went and got everything and brought it into the screening area with us.

Not so at Orlando; I had the same problem lovetoscrap had--all of our stuff (including purses) sitting on the screening table for anyone to grab. I asked the TSA agent whether she could bring it over and she told me, quote: "Well, I'll get the purses, but I can't be hauling over all the other stuff." So she screened me first and then I went and grabbed all the bins with our things and pulled them over to the side until my Mom was done. My Mom was furious at how we were treated in Orlando. I just shrugged as have heard the horror stories of how other people had been treated.

The Delta people could not have been nicer. We were in the bulkhead seats going and coming and the Delta people were very patient about getting us to our seats and waiting for us (as we were last off the plane, of course). My Mom's scooter was well cared for and in perfect condition and waiting for us each time.

 

[Ms_Butterfly]

They always just leave your stuff at the end of the x-ray machine when you're in the hand-screening area - unless something in your bag needs to be hand-screened, then they take your bag to another table to search it. You can't have it in the hand-screen area with you in case you try to hide something you had on yourself in your bag (since most ppl who are hand-screened are ppl who set off the walk-through metal detector) before the screener gets to you or that spot on your body. It does make one nervous about theft, but if theft was real common, you'd think they'd have a different procedure. Who knows! Just keep an eye on your stuff through the glass as well as express your concern to the agents about being a solo flyer so nobody is behind you to watch your stuff - that's the best you can do.

 

[RNMOM]

I agree it is unpleasant to have a scooter go through security. At Cleveland, I was scanned and my DH got all my things. On our return trip in Orlando, we were sent on by security and not even asked to run our things through at all! Even my DH. Very strange IMHO.

They should have someone bring the bin with your personal stuff over to the doorway at least so you can keep an eye on it.

We flew Continental and they were very polite to me and the one other person who needed help. I can walk onto the plane but the other person used the wheelchair thingy. I have only traveled with my DH and think I won't try a solitary trip any time soon.

 

[tavettava]

MCO is a joke for security. Dd who is autistic put a full 6 pack of Sprite in my carryon last May and it went through (I finally figured out why my bag was so heavy when we were going to the gate.)

 

[WheeledTraveler]

Unfortunately, the stuff being left at the end of the conveyor belt is fairly standard in my experience as a wheelchair user who regularly flies alone. I've done a lot of flying since I started using a wheelchair and out of that time (we're talking probably over 20 security scans, most of them solo, since 2004), I've only had them bring my stuff where I could see it once (flying out of JFK). I get extra concerned because most of the time I'm traveling with my laptop which, of course, has to be in its own bin and I always feel like that's screaming "take it!". I've also rarely been asked if it was my stuff when I finally get go over to get it so really anyone could grab it and no one other than me would notice.

 

[scottsod]

we just had the same bad experiance at mco on the way back

it started off good with the 1st guy sending us directly to the clear line with no wait when we got there there were like 4 agents telling us what to do
my son is in a wc and my 2 little kids are pdd or adhd anyway
we put all our stuff on the bins and it gos in they see a tiny snow globe and tell us we have to chuck it out or go back and mail it i chucked it

then they tell us to go through metal detector wich we set off cause kids touched it then we try again they directed us to the wall in area we all went in now they say only me and my son can stay there and we all have to go back and through metal detector again this was were they told us to go

so we go back again 2 times since kids touched it again
now wife goes with 2 little kids to get our stuff wich is sitting there all this time lucky no one was behind us.

so they pat down my son 9 ways have me lift him check the chair inside out under and over and we have to wait 5 min to get a swab to check the chair and then his hands for residue

all in all took 15 min newark took 5 min on way down and were much better
plus contental was great also switch our seats to bulkhead and helped with sick kid on way home

scott

 

[Schmeck]

Well, the snowglobe was not their fault, so you can't blame that one on them. I'd thinking touching the sides of the metal detector couldn't be blamed on security either?

I'd say having to wait 5 minutes for the swab would definitely be a mark on the side od security, but 15 minutes total through security with all the issues doesn't seem to bad to me. We've been in lines there for more than 15 minutes.

 

[toocherie]

I don't mind additional time for screening--and go early because I expect it--I don't like, however, having to leave my stuff in one area where I am not able to keep an eye on it and anyone could grab it. Seems like a bad idea to me.

 

[SueM in MN]

We had a strange experience at MCO going thru security in October. We were sent thru the first line on the right, which had a sign indicating it was for wheelchairs/people with special needs. It was blocked, but the TSA agent took down the baeeacade for us, checked our boarding passes/ID and allowed us through. Once past that point, the agents were directing people from other places to go thru the same scanner and put their things on the same xray belt as we were.
DD can't get out of her wheelchair, so a TSA agent (who was very nice, by the way) wheeled DD to bypass the scanner. DH put a few thing on the belt and then went thru the scanner so he could watch DD being screened.
At the same time, I was getting the bulk of our carryon stuff ready to go thru the x-ray machine. Because I had most of the carryons, including a laptop and DD's communication device, it took a while. Several people went past me and put their things on the xray belt. At that point, a TSA agent came up from behind me and said, "Are you part of a wheelchair party, because if you're not, you can't use this area."
I said I was and pointed to DH and DD ahead of me
The agent said, "Fine then" and that was that
It was very strange since they were directing lots of people toward that area who were not with a "wheelchair party", but I was the only one who got questioned.
Not sure what that was about.

 

[lovetoscrap]

Hmmmm. I just found this under the mobility section on the TSA website.

Ask the Security Officer to monitor your accessible property, mobility aid(s,) and device(s) during the screening process and reunite you with them once X-ray inspection is complete.

I SPECIFICALY asked for this! I think I will send an email to the TSA. And next time I fly I may have to be a bit more assertive about insisting my things not be left unattended.

 

[Ms_Butterfly]

I haven't read that in context, just from what you said above, but that seems to only be talking about medical devices (by three terms - accessible property, mobility aids, and mobility devices), not regular carry-on luggage like backpacks, laptops, purses, etc.

 

[toocherie]

Hmmmm. I just found this under the mobility section on the TSA website.




I SPECIFICALY asked for this! I think I will send an email to the TSA. And next time I fly I may have to be a bit more assertive about insisting my things not be left unattended.

I specifically asked for this too--and was told that she wasn't able to get anything but our purses.

 

[SueM in MN]

I haven't read that in context, just from what you said above, but that seems to only be talking about medical devices (by three terms - accessible property, mobility aids, and mobility devices), not regular carry-on luggage like backpacks, laptops, purses, etc.

It could be understood more than one way, but I read it the same way as you did.

 

[Ms_Butterfly]

It could be understood more than one way, but I read it the same way as you did.

Especially if the same info. is not found on pages for non-disabled ppl having to go through hand-screening. They're not going to allow disabled ppl to take their stuff and not non-disabled ppl, of course.

 

[DisneyWheeler]

Someone else on here besides me just got a bone-anchored hearing aid with the detachable sound processor. I just wanted to pass along that you can explain to the security screeners that it's hard for you to remove the sound processor to be screened. Even when you show them the card that explains about the BAHA and sound processor in airport security screenings.

When my mom and I flew from Portland to BWI airport in October, it was the first time I was traveling with my new hearing aid. I was so scared and worried that the screeners were going to make me remove it. It's smaller than the headband hearing aid that I have, and could easily get lost. I had brought the card that it came with, that explains to airport security screeners about what my hearing aid is, and what its function is.

When we got to the security checkpoint, my mom had me get out of my manual wheelchair so that I could walk through the metal detector and my wheelchair could be swabbed and patted down for inspection. She didn't want the hassle of them having to pat me down while sitting, as it takes a lot longer to do that when I'm sitting in my wheelchair.

Anyway, I went through the metal detector and of course, the sound processor sets it off. "What's that on your head?" the security screener asks me. "It's a sound processor." I replied. The security screener looks confused, so my mom stepped in and explained what it was, and that it was hard to take off. It isn't really, but we didn't want to risk losing it. I did bring my headband hearing aid to use for a backup in case anything went wrong with the sound processor.

"Do you have a card that explains what it is?" the security screener asks me. I got my wallet out from my bag that had already gone through the scanner, got the card out, and showed it to the woman. She read it and seemed more understanding of my sound processor, and what it does. "We won't make you take it off then. We usually don't do that with people who have hearing aids. You guys can go ahead and go." My mom and I both breathed a sigh of relief.

Going through Portland during the last 13 years that I've been a hearing aid user, I've never had to remove my headband hearing aid. I've always told the screener that it was a hearing aid, and they let me go through the metal detector with it on. The airport in Orlando was the only airport that has made me remove it.

As for when it comes to my carry-on bag that I have on my wheelchair and my leg brace in my right shoe (which I always remove to be put through the scanner), my mom goes ahead of me and gathers it all up. I've never had to worry about it sitting on the end of the scanner.

Samantha