Transportation Disability Hot Line

[Cheshire Figment]

The following is from the January/February 2004 "AAA World" Magazine:

A new hotline provides assistance to air travelers with disabilities.

Travelers with disabilities have new leverage in protecting their rights as passengers, thanks, in part, to a new rule by the U.S. Department of Transportation (DOT). Starting this year, United States and foreign air carriers serving the U.S. must record complaints they receive regarding treatment of passengers with disabilities and report them to DOT.

As part of the effort, DOT's Disability Hotline, 800/778-4838 or 800/455-9880 (TTY) will provide real-time assistance with disability-related air travel problems, questions about facilities accomodations, and information on how to obtain printed consumer information on their rights. Travelers may also call the air carrier to provide advance notice for wheelchair assistance (even though such notice is not required) with enplaning and deplaining and between connecting flights.

"No one should be subjected to unfair treatment because of the population group to which they happen to belong," U.S. Secretary of Transportation Norman Y. Mineta said when the rule was announced last year.

DOT will ensure that all carriers operating with 60-seat or larger aircraft file records of complaints they receive regarding inadequate accessibility or discrimination on the basis of disability. Complaints will be summarized monthly in DOTs Air Travel Consumer Report.

 

[SueM in MN]

I found and posted this number about a month ago when it was in the newspaper (but thanks for posting the whole text of this article).
I don't know if anyone has used it yet, but I certainly plan on having the number with me when we travel next time.

 

[SueM in MN]

This is such helpful info that I'm going to stick it to the top for a while (thanks for the good suggestion, Cheshire Figment).

 

[videogal1]

Originally posted by SueM in MN
I found and posted this number about a month ago when it was in the newspaper (but thanks for posting the whole text of this article).
I don't know if anyone has used it yet, but I certainly plan on having the number with me when we travel next time.

I had that very number in my hot little (service dog) pack when I was left stranded in a wheelchair by the American Airlines wheelchair-pushing Skycaps for 2 hours upon arriving at the Orlando (MCO) airport on January 4 on my way to WDW. Lot of good it does you when:
1. You cannot get to a telephone to call. Cell phone, anyone? Nope, not I.
2. You cannot find an airline (American Airlines) employee who will do more than place a phone call before getting back to seat assignment and other gate 15 duties.
3. You are held hostage for so long that anyone likely to answer that telephone during business hours has long ago gone home or, if there, is not able to reach anyone in a position to give immediate real-time assistance to you....
4. You are promised over and over that someone is on the way. So you wait.

If I had been able to get to a telephone to call that number I'd have complained about
1. The little creep who made me wait, protesting, in a huge line to get to the counter personnel on the grounds of "National Security" and because he didn't want the other line-dwellers to think I was getting special treatment, even though it is normal policy for airlines to handle electric scooter and electric wheelchairs separately because of the length of time it takes them to complete the paperwork and procedures required to transport those machines on an aircraft.
(The counter agent who finally did the scooter paperwork told me she had notified his supervisor of this time-wasting power play.)
2. The inability of the seat assigners to keep from giving away blocked seats on three out of four flight legs to other passengers, although I was assured those seats were blocked for the use of my service dog. What do I do? Fold my dog?
The lady assigned to the window seat on the first leg complained that she was afraid of dogs and demanded another seat and an Angel I had been talking to before the flight took the seat, spending 40 minutes with her feet on the bulkhead wall so as not to step on my dog who was scrunched up between the bulkhead wall and the seat legs
3. The flagrant use of the "National Security" card to prevent me from having carry-on luggage with me in the cabin, or my electric scooter delivered to the gate for me to use during layovers and flight changes.
4. The bullying attitude of one particular "Stewardess" who tried to charge me for excess baggage (for a bag containing Cash's food and water dishes) because the cabin of the airplane that was substituted on one leg of my adventure was smaller than the one scheduled and, as I had already checked two bags (to her, I was not allowed to check any more than two) when they requested everyone on that flight to check their carry-on bags to save cabin space). It seems odd that she didn't single out anyone else for that scheme...When I refused to pay and handed her the bag with instructions to keep it she called her supervisor who advised her to let it go.
5. The insistance by the security personnel on the first of two legs of the flight that my scooter be completely dismantled to verify the existance of spill-proof batteries (gel cell) and be transported that way so that it was delivered to the baggage area in Orlando broken (tiller adjustment control broken, charging cord plug cover torn off, main power hookup clip broken); in two separate pieces...seat and scooter body; and, obviously, not working.
6. The inability of the baggage control personnel in Orlando to locate my luggage until I waded in and started yelling.
7. The inability of the Orlando airline personnel to locate someone to reassemble and patch up my scooter in a timely fashion so at least I could get out of the airport.
8. The 2-hour aforementioned wait to be pushed to the baggage area after landing at MCO gate 15. Skycap supervisor's attitude about this was outrageously thin....The buddy system at work...
9. Being forced by the cabin steward to sit in a difficult-to-reach inner seat (choice of window or center) on the grounds that if I sat in the assigned aisle seat my service dog, on the floor, would block the path of anyone else sitting in those seats, although the entire row was supposed to have been blocked off. It remained , for once, blocked off throughout the boarding process and the flight. I moved to the aisle seat after takeoff.
10. The long gangway walk I was forced to make when there was neither my scooter nor airport wheelchair to meet me at the airplane to take me to the next connection at leg 2 of the flight.
11. An idiot tram driver who, upon stopping next to the tram I was finally able to catch to the next leg of the flight yelled at me to move my "luggage" to the flatbed portion of the tram instead of putting it at my feet in the passenger portion of the tram. He repeated his loud demands until my tram's driver and other passengers got through to him that the luggage was a service dog.
12. I wasn't allowed to have carry-on bags in the cabin on the first leg because the bulkhead seat to which I was asssigned had, being a bulkhead seat, no under-seat storage in front of it and the appropriate overhead compartment was dedicated to emergency equipment. I was not allowed to use other overhead compartments because, I was told, the new contract with the cabin personnel prohibited them from handling luggage and they wouldn't be able to load or unload my carry-ons into or out of the overhead compartments.


So, use the telephone number at some point. Don't promise yourself, however, that you'll use it at the first sign of trouble...You'll be so busy trying to get where you're going that you won't want to take the extra time for a face-off. You'll just want to RUN! Then get 'em later.....

Are we having fun yet?...Now where's that phone number?
Luv ya, mean it.......

 

[travelitis]

All I have to say is, "What a nightmare!" Talk about your worst-case scenario. The bright spot is your plane arrived safely. That's about all there is good to say about it.

 

[clkelley]

Our experience with flying with hubby's ECV was exactly the opposite.

We were prepared with detailed instructions on assembly and disassembly in case we couldn't gate check the ECV, and I had called Delta ahead of time, and they arranged for wheelchair service at MCO, just in case.

We didn't have to fill out any paperwork at all. We used online check-in at home and after asking at the desk about the ECV, we were told to go straight to security. (With commuter planes, all but the smallest items are gate checked anyway) We were able to gate check the ECV even on the small 35 passenger jet we were on. He was asked if he could walk through security, and since he could, one of the security folks took the ECV somewhere, and brought it to us on the other side of security within a minute or two and said we were all set.

He was allowed to drive the ECV directly to where they loaded it onto the plane, then they escorted him from there to the plane door.

When we arrived in Orlando, they had a lift and a wheelchair escort waiting there for us in case we needed it, but the ECV and our gate checked luggage was off the plane before we were, so we grabbed that and were on our way.

It was actually the easiest flight we had ever taken because hubby wasn't exhausted from walking through the large airport.

Carol

 

[McCall]

Did you at any time demand loudly to speak to the CRO? that is the crisis resolution officers always on duty and the one authorized to straighten out Disability issues?
I have had to call on them once or twice always got results.

 

[Btroyi]

Hi Folks,

I am new to DIS and would like to share a bit of information with folks traveling in a wheelchair.

I am wheelchair bound with a Quickie2 chair with a back and seat that can be removed. The chair then folds up for storage. I also have a RollAid device which converts my chair into a power chair(makes it alot easier to get anywhere that requires distance). This device has 2 Gell Cell batteries and breaks down into 6 pieces.

I have only traveled by air twice in the 4 years that I have been in a wheelchair. The first time was the nightmare.

We were flying from Baltimore to Burbank California. My Wife's mother had had a severe stroke and was not expected to survive. I remember my wife(she is a nurse) saying she hoped that we got there before her mom passed. You can see that this was a stressful situation to begin with.

BALTIMORE

In Baltimore, the checkin process went very well, the counter personel were very helpful in letting me know what I needed to do to make this a smooth experience. When we got to the gate, I explained to the lady there what the situation was and that I needed to check my wheelchair plane-side and have it back at plane-side when we got to Phoenix. She was very nice and assured me that it would be taken care of. 15 minutes or so later they called us over and told us that they would be boarding us in 30 minutes.

Everything went downhill from there. the 30 minutes went buy and we were taken to an elevator and brought down to the Tarmak as this was a plane that did not board through the jetway(ramp). It had a moveable stairway from the ground up to the door to the jet. This was November so it was quite cold outside. I transfered to the Isle Chair and waited for the lift to arrive so I could be brought up to the door and boarded. We waited for 30 minutes and were told that they were trying to borrow a lift from another airline! 15 more minutes went by and I heard one of the airline staff tell the lady that was waiting with us that if the lift did not arrive in 5 minutes, they would have to leave us behind. I had not noticed that the other folks had already boarded. They had boarded them while we were on our way down in the elevator and across a long stretch to the plane. So now I am feeling bad about holding up the other folks that are traveling to Phoenix(this flight had a layover in Phoenix). Here I sit on the Tarmak with all of these people staring out the plane windows at me trying to figure out what is going on and why the flight has not left yet. At this point They tell me that they will get some guys to carry me up the stairs. Now bear with me here, I weigh 240 easy and the Isle Chair has to weigh 50 pounds. I had no desire to be lifted up any stairs by anyone. I offered at that point to go up the stairs backwards on my butt using my arms to lift me up a stair at a time. They told me no, it would be a liability risk. At this point the flight crew unloaded my chair, the RollAid and our luggage and told us they couldn't wait any longer. So after standing in the cold for 45 minutes, back to the elevator we went with me feeling bad about holding up the folks trying to travel. Once inside we were told we would go out on the next flight which did use the jetway but we would have to wait 4.5 hours for the flight to arrive. They gave us vouchers for dinner at any restaraunt in the airport and we took off to go eat. Four and a half hours later we go back to the gate and they are ready to load me on the plane. We go down the Jetway and at the plane door I transfer to an Isle Chair, dissassembled my chair and the RollAid and I again explained that I needed to have these things at the jetway when we got to Phoenix and that I would reassemble them myself so there would be no possibility of damage to the chair or the RollAid. I was assured that it would be there. I was then boarded onto the aircraft and transfered to the first row on the right as you get on the plane. This plane had two seats on right and three on the left. What we didn't know is that the arm rest that comes down between the seats DOES NOT move in the first row. They are fixed in place. Now my wife is not a small woman and she got a brusie on that fligth on her hip from the armrest(just a warning to all). I got my book out and read through most of the flight.

PHOENIX

When the plane got to Phoenix, the passengers deplained and I again transfered to an Isle Chair and was taken out the door of the plane to the jetway where a representative of the airline was there with a standard airport wheelchair waiting to transport me to the gate. I objected and explained that MY wheelchair was supposed to be plane-side and he explained that it was sent on to Burbank(our final destination). So I transfered to the regular wheelchair and we went up to the gate entrance where I explained my frustration. Again I was assured that my chair was on it's way to the aircraft we were taking to Burbank. I then decided that I'd had enough and needed a smoke(yes I know...not a great habbit). So my wife and I took off to the smoking area which was down one level. We happen to notice that we were near the baggage handling area when we went out the door to the smoking area. My wife then told me she was just going to check and make sure that the chair wasn't over in the luggage area. I have NEVER seen my wife so angry in all the time I have known her! she arrived over at the baggage area to find the back of my wheelchair going around and around on one of the conveyors. The main body of the chair and the RollAid device were no where to be seen. We had taken the seat on the aircraft when we boarded in Baltimore so I had that with me(was sitting on it in the regular chair). She asked an attendant there where she could find the rest of my wheelchair. They told her to go to the property office. There in a corner of the office was the main body of my chair and the RollAid device. She grabbed the main part of the chair, put the back on it and was told she needed a clim check to take it. She gave the guy there a look and told him she was taking it and would be back for the other pieces. She came outside and explained what happened and I transfered back to my own chair and proceeded to the property office where I reassembled the RollAid device and we went back upstairs. When we got to the gate this time, my wife went off! She asked the lady there what we were supposed to have done if we didn't go downstairs and check the baggage area. I would have had no wheelchair when we arrived in Burbank. The lady appologized for the mixup. We were told then that they had been waiting for us. Down another elevator we went, outside and over to the plane-side and I transfered to an Isle Chair. Fortunatley, there was a lift already in place to get me on the plane. I was boarded and requested the second row this time and my wife boarded right after me. This time I had the tag stubs from the tags they put on EACH PIECE of my chair and Roll Aid device that clearly stated that the chair was to be take plane-side when we landed.

Burbank

We got to Burbank at 10:30 pm(this day had started at 5:30am). By this time my stamina is shot. The passengers deplane and I again transfer to an Isle Chair and was brought to the door of the aircraft and waited for them to get the ramp up to the plane. This was not a lift but a long ramp which didn't matter to me as long as I got out. They could not get the door to the plane off in order to get the ramp in place. I was completely out of patience by this time. I told them "Get the stairs back over here. I am going down on my but!". The attendant started to tell me that it would be a liability risk and I told him "I don't care. I will be a liability risk to you if you don't get me off this plane now!". They rolled the stairway back up to the plane and I went down the stairs on my butt to where my wife had already assembled my wheelchair. I transfered, assembled the RollAid device, attached it to the chair and we took our luggage and went toward the gate. An hour later we were at our destination exhausted and certain that we would not be using the return flight tickets. My Wife called America West the next day to explain all of this and got a refund on the non-refundable return tickets.

I had never in all the time I had been in a wheelchair felt more "in the way" as I did throught that process.

I appologize for the length of this post, but I wanted you to get as complete a picture as possible. My Wife has since flown on America West without me along and has had no problems. I would just not recommend this Airline EVER to anyone in a wheelchair.

Thank you,

Btroyi

 

[LindaDVC]

My husband will not fly after several negative experiences.

Now I always drive.

One "funny" thing that happened was they once forgot to unload his power chair and let him sit in the airport wheelchair, When he asked to borrow it til his was delivered they actually insisted they couldn't because they might need it for an emergency!

He asked what was this situation since he is a quadraplegic !
However they wouldn't allow it to leave the airport !

Linda

 

[D L and K's Mom]

We also had a very negative experience with Delta...well, in all fairness to them the problem really was with Conair (But Delta uses them as the connection flight). We had a very bad experience with deplaning and replaning my son and his wheelchair. When we returned we I wrote Delta a letter and to make a really long story short we were given vouchers for the whole family to use on our next trip...but I am unsure that I want to fly Delta again even if the trip will be free after the terrible experience. They compromised my sons safety on many occasions and I jsut dont think it is worth it. I also wrote a letter to the US dept of transportation and we just got the report back and it stated that they found my sons rights were violated on 4 occasions. We are unsure what to do next. I urge you to write Delta a letter to let them know the problems you had so that they can compensate you and so that it is on record maybe sometime they can try to rectify the situation so that it does not happen to you or someone else again. The trouble seems to occur when they do not have a jetway to the plane. I called an asked about this and had all info on record but we had a similar experience to yours but when they tried to use the lift they had a lot of trouble. Please write to the dept of Transportation so it goes on their record. If enough people comlain maybe they will change the way they board the planes and use more jetways.

 

[SueM in MN]

Originally posted by D,L and K's Mom
I also wrote a letter to the US dept of transportation and we just got the report back and it stated that they found my sons rights were violated on 4 occasions. We are unsure what to do next.

I'm glad to get the update on this. I remember reading about the horrible experience you had.

 

[D L and K's Mom]

DH and I are undecided as to our next course of action. We are going to contact our friend who is a lawyer to see what we can do I really just really would like the airlines to look at the policies that are in place and really make sure they are carried out. I mean really, it seems like they didnt even try to fix the problems the first time around. Oh well, I will keep you all posted. But I urge you to write to the airlines and send copies to the US dept of Transportation so they can keep track of the complaints.

 

[videogal1]

Did you at any time demand loudly to speak to the CRO? that is the crisis resolution officers always on duty and the one authorized to straighten out Disability issues?
I have had to call on them once or twice always got results.

Yes, of course. I got ignored. That is why I am one of 13, maybe more now, people who joined in a class-action lawsuit against American airlines, plus others. A year later, I can tell you that I have made three more round-trip flights to Florida from Texas...on Southwest, this time.. and not had nearly the trouble. Some, but manageable. Still no CRO.

 

[SueM in MN]

Let us know how your class action suit comes out.

 

[deadfred]

Hi Lynda&Cash
I am also a person with some walking Disabilities, and was wondering where your Travel Companion was when all this is happening to you. I will not travel alone for this very reason, and do not feel that the airline should have to take care of me when I travel.
Now don't get me wrong, I think that you should have your dog, and be pushed around in a wheelchair, and get on and off the airplane with the least amount of trouble, but getting two seats for the price of one, and having someone to hold your hand at the next gate is not part of what the airline should be doing, if you need that much personal service, you need to have someone travel with you who can help.
I am sorry about the trouble you had, and hope that you had a great time with the mouse, and a better ride home.

Deadfred

 

[SueM in MN]

DOT has a website for rights of travelers with disabilities:
http://airconsumer.ost.dot.gov/publications/horizons.htm

 

[ducklite]

Videogal1--

I'm sorry you had so many problems, BUT, whoever told you that they could block an entire row for you and your dog was incorrect. The law is clearly written that service dogs must be allowed in cabin and without charge, but unless the passenger buys an additional seat, the dog must fit at your feet and not protrude into the aisle or other peoples seating space.

I have a friend who flies with his partner and service dog, they buy three seats (a whole row) for the two people and dog, and it gives plenty of space for the dog on the floor. But the airline is not required to give you any further accomodation on the plane for the animal.

Anne

 

[shovan]

Thanks for this number, just put it in my cell phone. I hope we won't ever need it. We have flown about 5 times taking a power 3 wheel scooter all the way to the door of the plane. Southwest Airlines has always been very helpful with this. However, they has been minor damage to the scooter. We'll be flying for the 1st time using his NEW (less than a month old!) power wheelchair. Boy! are we nervous! Haven't flown since 9/11 either, so don't know what national security nightmares we might have! Going to Disney 9/28 on Southwest will post back to let people know how it goes!

 

[Charleyann]

I was able to use it yesterday and things turned around quickly. We were suppose to leave yesterday after a wonderful vacation. However, due to mechanical problems on the plane it was delayed two hours plus and I would miss that last connection in Boston leaving for Canada.(I'm grateful for not being on a sick plane)

When I got to the airport the bag handlers asked if I would like their service. I said yes. They said they would also check us in. They came back and told me that there was a problem and I wouldn't make my connecting flight home. instructed me to go inside and speak with Delta directly. they brought in my bags and placed them in front.

Delta begins by saying we 'll put in a hotel for the night.We'll give you meal vouchers etc. Then they come back and say the meals vouchers are no good, there is no restaurant in the hotel. I said, l need to know if there is restaurant nearby because I have to feed my child. I have no car and and I'm going to who knows where. Well, they find out there is...I will pay for my own meals.

Next, they tell me to get my bags( i just paid a chap 5.00 to bring them in). I had four very large ones and carry ons, medical equipment and a laptop. Then there is my little boy in a wheelchair with CF and severe arthritis in his hands ,fingers, feet and knees. We have to go down a floor and instructed to wait for the hotel shuttle. They gave us no assistance! Man said, he couldn't leave. So here I am trying to help my son and push a very large cart full of baggage. (can't travel light with my son) My son is clearly struggling to get the wheelchair going and to keep it going and I'm pushing this cart. Delta employees actually watched us struggle and offered no help! I ended up pushing DS and cart....Geez, what a nightmare! Then it is time again to pay another chap to get my bags on shuttle! l

I get to the hotel and check out is at 11:00am. Our flight doesn't leave until 5:00pm. Too long, cause DS needs treatments. I call Delta and explain the situation. The guy says can't you plug him in at the airport! Geez, DS would have been horrified to have medical treatment preformed for all to see in an open airport! (It is more then aerosol treatment) Out of frustration and fear of saying something I might regret, I hung up and began a search here and found this. I called these guys and got a big apology. To make a long story short, Delta admitted they were at fault here and it was their duty to meet the needs of disabled passengers and clearly wasn't done. I man whom told me to plug my child in at the airport.....he was going to be giving more training.

Delta then instructs me to get my bags. Four very large bags, laptop, carry on , medical equipment. I load it on a cart and the delta employees says that's all mam. I can't help you no more. you need to go down one floor and wait for the shuttle at this number. No assistance. DS has CF and severe arthritis in his hands, fingers, knees and feet. He uses a wheelchair. He sometimes can't go far because his hands / fingers are sore and stiff and he tires out because of CF. DS struggles to get mobile as I push the cart. Employees are watching my son struggle and cry and offer no help! I end up finding a way to push both. BAD SERVICE.

Next it is paying another bag handler to put bags on shuttle so I can help my son. Who is wiped out and humiliated because they have reduced him to tears!

Off to the hotel, where they tell us check out time is 11am. My flight doesn't leave till 5pm. Too long for DS as he needs treatment and the length of time is too great by the time we go to airport and home. The employee tells me to do his treatment in an open airport for everyone to see. Good golly, my son would have been horrified!

Then the man offers us up 100.00 travel vouchers....geez, that would help, that wouldn't even begin to cover expenses of meals and lost wages etc....and how does that help us now?

Then I post this on the transportation board and am meet with hostile and flames. Asking me to change my title since Delta has compensated us! There was no compensation until I called the number at the top. Found it doing a search of boards. They contacted Delta, whom called me. Spoke to a woman who apologized and said it was Delta's job to make sure the needs of the disabled were meet and they were truly sorry. They said the man whom told me to do treatment in the airport was wrong and he would be given more training. So....there is no compensation for what has already happened. There will only be compensation when they make further mistakes with the sick and disabled. Sure Delta also gave us 200.00 dollars travel vouchers but I lost more then that in wages, meals and tips....but that is ok too, better then going on a sick plane! Don't understand the hostile behaviors or flame about posting bad service! Cause it was....

Charleyann

 

[SueM in MN]

I'm glad this number was able to help you out.