Need to vent... mom had a TERRIBLE airline experience!

[Absimilliard]

My parents decided in june to go one week on all-inclusive vacation to Cancun. They flew Air Transat. It was a NIGHTMARE!

First, my mom has back problems and until our house is adapted, has to use a manual chair and ECV. Then, she'll get a powerchair. She can only walk very short distance. We show up 3 hours before the flight at the counter in Montreal. We asked for a bulkhead or something close to the front of the plane, to make it easier for everyone. Well, turns out they were SOLD already! Air Transat overs you to pay 30$ round trip for advance seat selection and bulkheads are included in that... so, unless you pay 6 months in advance, you won't have a bulkhead. The girl checking them in offered the closest aisle seat to the front... row 26. My dad was steaming by then. We have no choice but to accept that. Then, comes the big one: she brings us their old, beated up, almost falling apart wheelchair and ask my mom to transfer to that one from her lightweight personal chair! My dad objected right away and asked to speak to a manager, which we got.

The manager comes, does not budge on the row 26 thing and then finally offered to let my mom use her personal wheelchair till the gate of the plane and of course, my dad would have to bag the wheelchair on his own! I let them go as they pass security. Turns out that when they arrived in Cancun, the wheelchair was sent to the baggage carousel, even if it had a gate check tag!

On the way back... My parents are eating some overpriced pizza at the airport when the Air Transat representative came and angrily told them to come to the plane, NOW! My parents reply the plane only leaves in 2 hours and that the gate is not even listed on the airport monitors! Well, she says they decided to leave early and if you're not on the plane ASAP, they're leaving you behind! They threw the pizza away and boarded the plane... No words on what happened to the 10 passengers that still had not boarded... They also were stuck in row 24 or row 25...

Back in Montreal, same thing, no wheelchair at the gate, so sent to oversized baggage. The Air Transat employee that was assigned to push my mom to customs and baggage carousel must have been paid by mileage or something, cause he was litterally running through the airport! He even ran in the downhill ramps! My mom kept trying to slow him by using her cane and telling him to slow down, but to no avail. He eventually said if she doesn't want him pushing her, he would not push her and he left! Leaving my dad to push her the rest of the way!

I'm just mad that any airlines, even a small chartered one would treat anyone like that! From the "lets have the plane leave an hour early and not tell anyone" to the "make an extra 30$, even if someone may have a good reason to need a bulkhead", I'm... steaming. I'm working on a letter for them. Any suggestions on what to put in there?

 

[BillSears]

Wow that is terrible. I know one of my worst fears is arriving at my destination and not having my wheelchair at the gate.

I did look at the Air Transit website. I'm not familiar with the Canadian version of the ADA but I was looking for something similar to what Air Tran has in the USA. Air Tran allows those with mobility problems to call and get an assigned seat even if you don't pay for the upgrade that lets you choose your seat early. I made a change in flight yesterday for a September 9th flight and the bulkhead seat looked like it was already spoken for but they did get me the second row seats. Anyway here is what Air Transit said about this topic:

"I'm blind/deaf/mobility impaired. Are there any special conditions that apply to me because of my disability?
People with disabilities are not allowed to sit in the emergency exit row because of the responsibilities assigned to passengers in those seats. Air Transat does everything within its power to accommodate passengers with special needs. Persons with special needs are permitted to choose the seats considered most appropriate to their needs and in compliance with Ministry of Transport Safety regulations. We suggest that requests for seating or other services be made in advance of the flight by advising your travel agent of your special needs at least 72 hours prior to flight departure."

http://www.airtransat.ca/en/6_1_8.asp

So it looks like it's possible on thier next flight to reserve a specific seat ahead of time. Of course that doesn't take care of the other bad bits of customer service they recieved.

 

[Haley Whippet]

What to put in your letter? EVERYTHING YOU SAID HERE!!!!!!!!!!!!!!!!!!!
Tell them their customer service needs some help, and their people need training on how to treat the people that put the cash in their pockets.
Sorry they had a bad flight.
Deb

 

[BillSears]

I was just checking thier site further and ran acroos this. It seems if you are non-ambulatory you must have an escort with you to be able to fly. I've never heard of that here in the USA and I've flown a few times alone and no one ever questioned it. I can self transfer and I realize I won't be using the bathroom during the flight so it never occured to me I couldn't fly alone.

The various requirements for flying are about half way down in a box.

http://www.airtransat.ca/en/4_2_4.asp

 

[Charleyann]

No wheelchair assistance came for my son on Delta last December and then return in January. A man finally did come after being paged by reservation clerks going home. He stood and asked why I couldn't push him myself! I had an aresol machine, my purse, 2 carry bags and a 3 ft stuffed Mickey Mouse. Lazy employee!

Called Delta and complained big time. They said I had the right to also complain to the Washington Transportation Department. I declined. They gave me 2 two hundred dollar travel vochers if I would give them another try.

I'm doing that in November, but things aren't going well. We have been changed many times and I'm sure they are going to forget wheelchair assistance and all!

Charleyann

 

[Absimilliard]

Thanks for the research Bill. We actually don't have an ADA bill here. So, when it comes to disabilities, the protection is actually very limited in some cases. For example... VIA rail, the country's railroad company new cars have bathrooms that are not wheelchair accessible! Still, some great companies to offer their own policies. Six Flags at their park in Montreal (www.laronde.com) let the companion of a disabled person free. Many others actually do that. They've also tried to correct the plunders of the city of Montreal that ran the park. In 1995, they open a brand new coaster... but both the entrance and exit are stairs!

One other thing I forgot to mention about Air Transat is how they actually get away with cramming an extra seat in each row. All normal carriers have a configuration of 2-4-2 on the Airbus 310 and 330. Air Transat use a configuration of 3-3-3! So, the seats are too narrow for most people and the aisles are barely wide enough for the pullout wheelchair and food carts.

 

[Figment's friends]

I have also had horrible service with Air Transat regarding wheelchair transfers. I would wirte the letter.

 

[videogal1]

I did look at the Air Transit website. I'm not familiar with the Canadian version of the ADA but I was looking for something similar to what Air Tran has in the USA.

Comparing the U.S. and Canada with regard to disability rights is like comparing apples and garbage.

Transat A.T. is not a U.S. company. Unlike U.S. air companies it is not governed by anything like the Air Carrier Access Act or the ADA that exist in the U.S.

Not all countries believe that those with disabilities deserve equal rights and their laws are evidence of this. I do not travel to Canada with my Service Dog because of the incredible hassles.

 

[LindsayDunn228]

Charleyann, that suprises me. I have flown 4 times with Delta and they have always been awesome with me.

 

[riu girl]

A similar issue happened with us regarding changing flight times out of Cancun (to Toronto) with Air Transat. We were relaxing at a lounge when an Air Transat employss came literally yelling for anone who was on the next flight to Toronto to get to the new gate NOW. They had changed the flight time (leaving about 90 minutes earlier) as well as changing the gate.

Since we heard the Air Transat employee yelling we were able to get to the new gate on time, but I kept thinking, what about the poor folks who missed the flight. And no, the new flight time/gate was NOT posted on the departures monitors at the airport.

Sorry things didn't work out for your parents. I would definately write a letter of complaint.

 

[thop529]

I love Southwest Airlines! They treat me right. Yes, I did have some problems with them tearing my wheelchair apart just one time (knock on wood), but even then they were curtious, and went above and byond to make me happy. Won't fly with any other airlines. If they don't fly there it isn't worth me going there I guess.