Pediatric Stroller and Jet Blue Disaster- Sorry Long.

[debbiemomto4]

OT- because we were heading to Arizona and the Grand Canyon.
We flew to Tucson,AZ a week ago with DS who uses a pediatric stroller for stamina issues and periphereal neuropathy left from cancer treatment.
It was the 7:30 flight out of Newark- we took the stroller to the terminal since he was in it and checked it at the gate. Unfortunetly when we arrived Tucson they brought up with 3 sets of wheels only. They couldn't find the other set. The stroller was broken!!!! (
They had no excuse - extremely embarrassed guy who brought it up saying he looked but could not find the wheels. Not that we can fix it since the frame is bend on one side.
Filled out paperwork and told file a claim- I then started to get upset this would ruin our vacation since he walks but gets very tired quick. Finally the manager for the night came up to "handle " the situation. He said we could rent a wheelchair and submit the receipts - this we did end up doing. Also told that Maybe someone could fix our stroller. By this time they are turning the lights off at the airport.
Next day we are on the phone all morning trying to find a rent a chair that we did find in Tucson. Cell phone service was horrible since we were going to the Canyon. Company that we rented the chair from said they couldn't fix it. Ended up returning stroller at Jetblue counter since we flew out by continental in Phoenix. Now we are finally home and still have a broken stroller that I ended up shipping home because it was worthless to us in that state.
Need to write letters and make more calls. They said I could buy another one and submit the bill but they cost over $700. We don't have that money to lay out. What do I do next anyone have any ideas????

 

[labst60]

Sorry I don't have more information to help you - and I've never even flown Jet Blue - so my information may be useless - but anyway...

Whenever I've flown USAir or SW and gate checked a stroller, I had to sign a waiver that they weren't responsible for damage to my gate checked items (personally, this really bothers me- WHY SHOULDN"T THEY BE RESPONSIBLE?? But, you end up stuck between a rock and a hard place if you need the stroller to get to the gate like when I am travelling with DD alone.) Anyway... try to remember if you signed anything like this and look up their damage claim on the website just so you are famiilar with it.

Next person you speak with, tell them you would like to speak with a manager from the get go because this is regarding a situation of damaged medical equipment. When you are speaking with that person, tell them that you were told that they would reimburse you for the cost of the stroller and you will need that faxed or emailed to you IN WRITING that they will cover the cost, up to $700 for the replacement (this is important, because if they don't note it in your account, you have no proof that they told you teh $700 was okay.) Tell them that you are happy to return the damaged stroller to them (either dropped off at the nearest airport or postage prepaid) if they need that for THIER insurance purposes.

Finally, double check the credit card you used to purchase the airline tickets with - sometimes you have some sort of coverage for damage to luggage, etc (usually limited to $100-$200, but every little bit helps.)

Finally - if ALL ELSE fails - contact your homeowners insurance. Since these are your personal belongings, if it is possible you could have coverage (I'm not sure exactly how this works and would do it as a last resort since insurance companies are always looking to raise your rates and your deductible could be too high for this to even make sense.)

Sorry you had to go through this and hope you get it all resolved!

 

[SueM in MN]

Wheelchairs are not subject to the waiver about gate checked items, so if they break it, they are responsible to repair or replace it with a comparable item at their cost.

This is the phone number for the Department of Transportation's Disability Hotline: 800/778-4838
They should be able to help you or to send you somewhere that would help you.
Here is a link to Jet Blue's page about liability for wheelchairs and other assistive devices.
Keep track of all your costs (did you have to pay to ship the broken stroller home???). We have not had anything damaged on the plane, but I believe that you should be able to have them be billed for it when a new one is ordered rather than you paying and them reimbursing you.

Possibly someone who has been thru something like this will be able to give more advice.