Resort Airline Check In & Rollators or Walkers

[GranJan]

We just had a bad experience with RAC. I travel with ECV & bring a walker to get around in the room. We've used ME & RAC many times & had no issues. Yesterday they refused to check my walker for departure. We told them they've always done it & the workers questioned each other & said no we don't take ECVs or walkers because everything goes in cages. I certainly wouldn't expect them to take an ECV but there's no reason a walker couldn't be put in the cage. My husband goes to lots of trouble to make sure it's not a problem for them to manage. He removes the backrest & leaves it at home. He removes the seat & puts it in our suitcase. He zip ties it closed. Their refusing to take it was very upsetting to me. It just made me feel that all the equipment I have to travel with is just getting to be too much trouble for my husband & I should just stay home. He has so much to handle trying to assist me...now he's got to handle my walker at ME & airport. We left it with bell services until time for the bus. While we waited for the bus a van pulled up to load the cages of luggage. We noticed several large strollers piled on top of luggage. My walker would've been no trouble compared to them. Just thinking about that experience is still upsetting so I decided to call about it. I didn't know who else to call so I called the company that handles RAC. I was told that my walker should've been checked & they were going to give me a # to file a complaint. I didn't want to do that but now I know not to always take no for an answer. If something a worker tells you doesn't seem right, ask to speak to someone else. In that situation you feel like you don't want to be trouble & hold the line up though.

 

[DisneyOma]

We just had a bad experience with RAC. I travel with ECV & bring a walker to get around in the room. We've used ME & RAC many times & had no issues. Yesterday they refused to check my walker for departure. We told them they've always done it & the workers questioned each other & said no we don't take ECVs or walkers because everything goes in cages. I certainly wouldn't expect them to take an ECV but there's no reason a walker couldn't be put in the cage. My husband goes to lots of trouble to make sure it's not a problem for them to manage. He removes the backrest & leaves it at home. He removes the seat & puts it in our suitcase. He zip ties it closed. Their refusing to take it was very upsetting to me. It just made me feel that all the equipment I have to travel with is just getting to be too much trouble for my husband & I should just stay home. He has so much to handle trying to assist me...now he's got to handle my walker at ME & airport. We left it with bell services until time for the bus. While we waited for the bus a van pulled up to load the cages of luggage. We noticed several large strollers piled on top of luggage. My walker would've been no trouble compared to them. Just thinking about that experience is still upsetting so I decided to call about it. I didn't know who else to call so I called the company that handles RAC. I was told that my walker should've been checked & they were going to give me a # to file a complaint. I didn't want to do that but now I know not to always take no for an answer. If something a worker tells you doesn't seem right, ask to speak to someone else. In that situation you feel like you don't want to be trouble & hold the line up though.

If you don't file a complaint, they can't work it down the chain and get the problem fixed.

 

[GranJan]

If you don't file a complaint, they can't work it down the chain and get the problem fixed.

You're probably right. I just don't like to complain, although sometimes it's needed.

 

[mamabunny]

Oh @GranJan I'm so sorry that you had a bad experience at Resort Airline Check-in.

If you follow-up as @DisneyOma suggested, then perhaps another Guest - or even future you - won't have to go through that. They can't fix what they don't know about.

When at WDW, I would never hesitate to request a supervisor in a situation like that; failing that, I might have gone back inside the Resort and talked to the Concierge desk to ask them what next steps might be. Addressing the issue while you are there is so much more effective because they can put a face to the name.

I hope you don't let this keep you away; You have had so many other successful trips that it would be shame to let this ruin WDW for you. (((hugs)))

 

[GranJan]

Oh @GranJan I'm so sorry that you had a bad experience at Resort Airline Check-in.

If you follow-up as @DisneyOma suggested, then perhaps another Guest - or even future you - won't have to go through that. They can't fix what they don't know about.

When at WDW, I would never hesitate to request a supervisor in a situation like that; failing that, I might have gone back inside the Resort and talked to the Concierge desk to ask them what next steps might be. Addressing the issue while you are there is so much more effective because they can put a face to the name.

I hope you don't let this keep you away; You have had so many other successful trips that it would be shame to let this ruin WDW for you. (((hugs)))

Actually we did mention it to bell services when we left the walker with them. We were told the reason they wouldn't check it could be because they've had too many issues with damage. They didn't really know & didn't seem to care. At the time we just thought, oh well, must be a new rule. I wasn't happy about it but it was when I saw them loading strollers that it really seemed unfair. The more I thought about it, the more it bothered me. I know I should've filed a complaint...guess I could call back & do that. It won't happen to us again because we know not to be so quick to take no for an answer, but workers do need to be properly trained.

 

[Starwind]

Actually we did mention it to bell services when we left the walker with them. We were told the reason they wouldn't check it could be because they've had too many issues with damage. They didn't really know & didn't seem to care. At the time we just thought, oh well, must be a new rule. I wasn't happy about it but it was when I saw them loading strollers that it really seemed unfair. The more I thought about it, the more it bothered me. I know I should've filed a complaint...guess I could call back & do that. It won't happen to us again because we know not to be so quick to take no for an answer, but workers do need to be properly trained.

I encourage you to make a complaint, so that retraining can take place as needed.

I learned the hard way on a work trip (not to Disney) a few months ago that sometimes the supervisors can be wrong, too, and then you can be out of luck at that moment.

Due to medical issues I travel with a third carry-on bag, which is entirely medical items (mostly medication). That bag is NOT supposed to count towards one's carry-on allowance and is supposed to be given priority for space on the plane [I pre-board, so that is never an issue]. At the checkin counter, they would not let me have the 3 carryons, even once it was explained what was in the third. They denied their policy and regulation. I asked to speak to a supervisor, who agreed with the counter staff. There was no other level to appeal to. So I sat on the floor of the checkin area and rearranged the bag contents so that the least likely to be damaged/most easily replaced medical items were in the bag that was now going to be gate checked. I was fortunate that I was on my way home instead of at the start of the trip. For my connecting flight they allowed me all 3...

During the trip I sent a message via Facebook messenger to the airline, explaining what happened and asking them to please clarify their policy to me. They quoted their policy, which was what I expected it to be, and apologized. They asked for my flight information so that retraining could take place and assured me retaining would take place. I didn't want to get in trouble, but nobody should have to go through that again due to the ignorance of three staff members.


OP for future trips, I don't know if this is an option, but I know for strollers they make bags (usually they are bright red) that strollers can go into when they are being checked, that help protect the stroller from damage. I wonder if having a similar bag for your walker [if such bags exist] might bake it both easier for you but also safer for it as a checked item ? Don't know if it would have made any difference in the situation you encountered, but something to consider for the future.

(apparently there are such bags: https://www.amazon.com/NOVA-Medical-Products-Rolling-Transport/dp/B0016JB454 is one)

(Also this article may be helpful: http://barrierfreetravel.net/sample.php ).

SW

 

[GranJan]

I encourage you to make a complaint, so that retraining can take place as needed.

I learned the hard way on a work trip (not to Disney) a few months ago that sometimes the supervisors can be wrong, too, and then you can be out of luck at that moment.

Due to medical issues I travel with a third carry-on bag, which is entirely medical items (mostly medication). That bag is NOT supposed to count towards one's carry-on allowance and is supposed to be given priority for space on the plane [I pre-board, so that is never an issue]. At the checkin counter, they would not let me have the 3 carryons, even once it was explained what was in the third. They denied their policy and regulation. I asked to speak to a supervisor, who agreed with the counter staff. There was no other level to appeal to. So I sat on the floor of the checkin area and rearranged the bag contents so that the least likely to be damaged/most easily replaced medical items were in the bag that was now going to be gate checked. I was fortunate that I was on my way home instead of at the start of the trip. For my connecting flight they allowed me all 3...

During the trip I sent a message via Facebook messenger to the airline, explaining what happened and asking them to please clarify their policy to me. They quoted their policy, which was what I expected it to be, and apologized. They asked for my flight information so that retraining could take place and assured me retaining would take place. I didn't want to get in trouble, but nobody should have to go through that again due to the ignorance of three staff members.


OP for future trips, I don't know if this is an option, but I know for strollers they make bags (usually they are bright red) that strollers can go into when they are being checked, that help protect the stroller from damage. I wonder if having a similar bag for your walker [if such bags exist] might bake it both easier for you but also safer for it as a checked item ? Don't know if it would have made any difference in the situation you encountered, but something to consider for the future.

(apparently there are such bags: https://www.amazon.com/NOVA-Medical-Products-Rolling-Transport/dp/B0016JB454 is one)

(Also this article may be helpful: http://barrierfreetravel.net/sample.php ).

SW

I may check out the bags to see if they'd work for walkers. We already travel with a disassembled shower bench in a large suitcase but it's got extra space for other things so it's good to have. When the handle broke on it & we needed a new one I debated just renting a shower chair instead of buying a new big suitcase to put mine in but renting once cost as much as the suitcase so we bought a new one. It does add to the struggles with all the extra stuff you have to travel with & when someone unnecessarily makes it worse it's frustrating. I thought about not bringing the walker but I need it to get around the room while my scooter charges. I could bring an extra battery but that would be trouble too & I bet they for sure wouldn't check that. Besides, maneuvering the scooter in the room isn't easy & I like walking as much as I can. The studios are perfect for that since everything's a short distance apart. I do plan to call back & file a complaint.