Wheelchair Nightmare at Airports

[EpcotQueen]

Since my DH died, I travel alone to WDW. I cannot walk far so require wheelchair assistance at the airports. Those of you who rent cars at MCO know that terminal A is the pickup/drop off point for all vehicles. If you fly out of terminal B, you have to walk across the airport to get to your airline in B. I stopped twice to ask for help. Both Jet Blue and Southwest said they could not help since I was not flying with them. I barely made it to American in B.

My connection was through Charlotte. I am never flying through them again! As I deplaned, no one there with a wheelchair for me. But there were 8 others lined up waiting for someone to push them to their destination! Finally a wheelchair! With less than an hour to get to my next gate I was worried I wouldn't make it. For those of you familiar with Charlotte, I arrived in a B gate and had to go to an E gate. Must be a mile apart! Finally 3 young girls trying to sort the mess out. BUT...2 of them engaged in a loud verbal battle about whose job it was. 3rd girl had to break them apart. They were focused on their argument rather than helping the passengers. Of course, no manager around! I kept asking if someone would PLEASE take me to my gate. Finally 3 girl did though she had to stop frequently to catch her breath. She realized I had a very close connection at that point. She got me to my gate as boarding was half way through the groups. I did tip her well.

So, does anyone know to whom at MCO and Charlotte I could address my concerns? It was a nightmare experience at both airports1

 

[DisneyOma]

Is it the airport's job or the airline's job to provide that assistance?

 

[Starwind]

Is it the airport's job or the airline's job to provide that assistance?

In the US, it is the airline's responsibility.

See https://www.transportation.gov/indi...r-protection/wheelchair-and-guided-assistance for detailed info from the US Department of Transportation.

OP, this is the American Airlines 'email us" contact page ( https://www.aa.com/contact/forms?topic=#/ ); there is an option for
topic: customer relations
subject: complaint
reason: disability services

When you select that you can then send a message OR they also have a message that says " You can also leave a message about your disability service experience at 800-892-3624 #3"

Good luck.

SW

 

[Simba's Mom]

I just wish you luck. I also have great difficulty walking more than a few steps, and I travel alone to WDW. My last experience using DME to the airport, and then getting to Southwest's Terminal B was a disaster. I asked when I arrived what I'd do on the return and got a wonderful theory of what would happen-"Just tell your DME driver that you will require wheelchair assistance and he'll call ahead to make sure that a wheelchair and person is waiting for you to bring you to your gate." The reality was that when I told my driver, he just looked at me blankly, then I asked him if he was going to call ahead-"No". I asked him why I'd been told that he would, and he just shrugged. When I got to the DME drop-off, it was a long wait and someone in the area finally took pity on me ("Are you STILL here?"), went and got a wheelchair and took me to Southwest. Yes, I did call and complain when I got home, but from what I've heard things haven't changed. Now I use Uber, who drops me off at Curbside check in, who checks me in and they have a wheelchair to take me to the Southwest desk. I really hope things improve for you.

 

[Evita_W]

Unfortunately at MCO, they use an outside contractor and it is my understanding that all of the airlines use the same contractor, but have their own wheelchairs. The contractor gets paid by the airline that calls them, so if you aren't flying on the airline, they can't call for you.

 

[Starwind]

EpcotQueen:

I've also had issues at MCO getting assistance, but fortunately always had my sister with me who was able to go and find a human, or we lucked out and there was e.g. a porter there when the bus let us off, who helped us.

The situation with ME and DCL's buses letting so many people off and there being no assistance available and no easy way to get assistance [eg readily accessible assistance phone near that entrance door] is pretty deplorable. This has been an issue for years. They need to fix it.

This is MCO's "Accessibility" webpage: https://orlandoairports.net/getting-around-mco/accessibility/

Under "Information Booths" they have the following contact info: "Information Booths are located on Level 3 (Departures) on the “A-Side” of the Main Terminal near each of the Security Checkpoints. Note: Information Booths are open from 6:00 a.m. to 8:00 p.m. phone (407) 825-2352 and (407) 825-2355"


I have thought of something I am going to try in the future, not just at MCO but for other trips as well.

"If you encounter a problem before or during your flight(s), ask to speak with your airline's Complaints Resolution Official (CRO). Airlines in the US must have a CRO on duty, either in person or via telephone, to resolve disability-related issues."

So as part of my contacting the airline in advance to make the assistance and medical arrangements that I need, I am going to ask them how do I get in contact with their CRO at each airport on my itinerary if there are no airline personnel around to help me. Gotta be some way -- may not be fast, but there should be a way. Will be interesting to see how that request works out...

 

[bluecruiser]

I had a similar experience at MCO more than 2 years ago, and it was that experience that led me to buying a power wheelchair. Although it comes with its own concerns (re: gate checking and the potential for damage by the airline), it is much better than the experiences I dealt with on that trip.

 

[mamabunny]

Another tip: When you deplane, if there is no wheelchair waiting for you (despite setting it up in advance) then look to see if there are gate agents at the desk at that gate, and stop there to ask them to call a chair for you. If the desk is empty, then look for the next closest gate with agents.

I'm not beyond grabbing the first "official" looking employee I can find - whether it's a Flight Attendant, Pilot, or gate agent, or even someone who looks like they are usually downstairs throwing bags - and telling them that I need assistance. Don't say "want" - say NEED!

The other thing you can consider is traveling with a standard walker - you will have to fold it and hold it while you are being moved in the wheelchair, but it will give you some mobility assistance while you are trying to deal with jetways, and times while you are waiting for the wheelchair to show up. All personal mobility devices fly for free with US airlines, so they will either "gate check" or store your walker in a closet (less likely, because most US airlines have forsaken every inch of available space for seats) and you will have it with you if needed.

I would recommend a Rollator, (because then you always have a built-in seat) but those are heavier and harder to hold on to while you are being pushed in a wheelchair!

 

[AprilsZoo]

Another tip: Ahead of your travel date, look up the number for the disability services department of the airline you are using— and call it to make sure that #1, it is a current, valid number… and #2, to familiarize yourself with the menus/options in their system.

When you get thru, ask them to make a note in your reservation that you require assistance to & from the door of the plane (including alternative ingress/egress if the plane doesn’t use a “sky bridge” or jetway. A very rare occurrence I’m sure… Nevertheless, they almost always ask, so I tell them so it is in the notes)
At the same time, ask them if they have a phone number that you should call if you are in the airport & have a problem.

Delta tells you to call them at the disability services number—they are there 24/7— and they will facilitate the services you need.
I know this to be the case because I had to call them while in the Sea-Tac airport. The wheelchair porter had collected me at the first class counter, then unceremoniously *dumped* me in a corralled waiting area, saying someone else would be right over— I felt like the unclaimed baggage they round up after each flight (except that there are plenty of people paying attention to the bags… to the people they park, not so much ).
This was a situation I had never been in before. Up until that day, if they brought a wheelchair to the counter, the attendant always took me directly to security. I was perplexed, and beginning to feel more & more anxious. Over half an hour later, I still had not been able to get the attention of anyone who was willing to *actually* help. (I managed to flag down & speak to a few people— a Prospect employee & 2 Delta employees— but the most they did was “call someone to come over”… there was *no* follow-up & still no one came to get me) Strangely, no other passengers were brought over & left with me. I saw several others being picked up at the counter and whisked away. I didn’t feel particularly safe trying to get back over to a counter, given how busy the airport was. At the time, my balance was very precarious without something to steady me— I was a fair distance from the counter & I had stupidly popped my folding cane into my checked bag, thinking I wasn’t gonna need it @ the airport. (I have others I could use @ home if my bag had gone on a different trip than I had)…
More time passed— finally, about 45-50 minutes before departure (roughly when preboarding typically begins being organized), I desperately called the disabilities line. I explained the situation, they put me on hold for a minute or so, then came back to tell me there was someone on the way, and they would stay on the line with me until I was on my way to security. Less than 60 seconds later, they were scanning my boarding pass & we were off. (Although, I had to listen to them on their walkie tell a coworker that they were busy with a “lady who’s in a hurry because she was late getting to the airport”… which I promptly corrected that no, it wasn’t my tardiness that was the problem— I had arrived with plenty of time… the ball was dropped on their end. And I also reminded them that my hearing is just fine (at least up close) & I don’t appreciate being spoken about like that, thank you very much. ) Ultimately, I made my flight, barely. But with no time to grab a sandwich or anything on the way as I had planned to do. Luckily, this was pre-pandemic so they still had the good snacks aboard, and I’m in no danger of starving to death anytime soon

Anyway, the airline’s disabilities services number is a good one to have handy. I would think that they could help whether you are @ MCO, Sea-Tac, LAX or wherever.

 

[Weedy]

Sorry just noticed this thread was from April.

As everyone knows there are employee shortages everywhere.
At MCO the company that supplied many of the people who assisted with the wheelchairs was BAGS Co. This was the company that Disney used to transfer luggage for guest going to WDW and Disney cruises. This company lost all of airport contracts because of Covid.
As you saw this is a problem at many airports and you should let the airline know of your issues but if they don’t have the people there isn’t a lot they can do.
Also the girl that assisted you probably should not have if she was breathing that hard. She could have put herself in the hospital.

 

[DisneyOma]

Why do airports/airlines in the US have to provide this service, as it doesn't seem to be one that works well for passengers who can't walk? Why would there be laws that state that this has to be in place, when I can't think of any other place that does this - not in stores, malls, zoos, theme parks, etc. I mean, yes, people should be able to access an airport, but how do they get to the airport in the first place? Where else can you show up and expect someone to push you in a wheelchair? What was the logic behind this regulation? I feel like they've set up an impossible expectation for airlines and passengers with the need for assistance. If they didn't have this regulation, do you all think more people would either use an ECV/scooter to navigate the airport, or other device that helped them get around, or do you think this is the only way to offer equal access for everyone? It seems to be falling short of what it is intended to do, that's for sure. I hope there's a solution that makes it easier for those with mobility issues to navigate airports, but I wouldn't count on anything changing anytime soon, sadly. I'd be upset if I needed this service and sat there forever, waiting to be helped.

 

[disneyseniors]

Is it the airport's job or the airline's job to provide that assistance?

Our airlines always arranged for a wheelchair to be ready when we landed. They always were and took us to our connecting flight.
I would never guess that it's the airports job. Maybe this has changed.
We always fly Delta and never had problems.

 

[Mousemom234]

I'm sorry that this happens. I know someday, I'll be in the same boat, and I'm not hopeful things will change much. Thanks for the advices on who to call with concerns.

Charlotte is a nighmare though -- even for those of us who CAN walk. I swear their flights are designed to arrive and depart at the furthest possible distance from each other.
Sadly, it's also the airport closest to me

 

[Groot]

When leaving from MCO, the WORST AIRLINE is clearly SPIRIT, just because of the mere DISTANCE you have to travel from the dropoff point to the ticket desk. (For the able bodied, this would be no problem, but if you’re someone like me who has EXTREME LIMITED MOBILITY along with other problems, the distance is simply undoable.)

My mom WAS going to let me bring my own powerchair this trip to use for both the airport and Disney, but my dad at the ABSOLUTE LAST MINUTE, GUILT TRIPPED US FROM DOING SO. (He didn’t even come with us to the airport however, and my chair was already in the trunk and the night before, I snuck my charger into the bag that was attached to the bottom of the chair just incase I could convince my mom to change her mind. Spoiler alert: She didn’t and because of the rental chair I got not being up to par compared to my personal chair and she REGRETS IT to this day.)

So, I agree with the others In saying rent/buy a wheelchair BEFORE the trip.

 

[Simba's Mom]

Another trip to WDW, another wheelchair disaster. First, Southwest doesn't directly do the wheelchair assistance, they contract with a company that's supposed to do it from gate to gate. But on this last trip, I had to change planes in Houston and yet no one came for me. The gate agent called for wheelchair assistance for me FOUR times, yet no one came. Fortunately he called over to my connecting gate also, to let them know the situation (my connection was the last flight of the day, and as I sat at the first gate, the time passed that the second flight was scheduled to take off). Eventually, they got a Southwest employee from baggage claim to come up and take me to my second flight (which was already gone, I thought). Turns out that Southwest had held the plane for me (yes, I was "THAT" person who makes a whole plane load of people wait for just one person) and they'd even reserved a seat in the front row for me. Yes, I did write an Email of complaint to Southwest when I got home, and although her response told me she didn't even read it, I'm hoping that somehow the message did get through. But I'm scheduled for another solo trip in a couple of months, and I'm more than a little nervous. Hope it doesn't happen that way for anyone.

 

[DisneyOma]

Another trip to WDW, another wheelchair disaster. First, Southwest doesn't directly do the wheelchair assistance, they contract with a company that's supposed to do it from gate to gate. But on this last trip, I had to change planes in Houston and yet no one came for me. The gate agent called for wheelchair assistance for me FOUR times, yet no one came. Fortunately he called over to my connecting gate also, to let them know the situation (my connection was the last flight of the day, and as I sat at the first gate, the time passed that the second flight was scheduled to take off). Eventually, they got a Southwest employee from baggage claim to come up and take me to my second flight (which was already gone, I thought). Turns out that Southwest had held the plane for me (yes, I was "THAT" person who makes a whole plane load of people wait for just one person) and they'd even reserved a seat in the front row for me. Yes, I did write an Email of complaint to Southwest when I got home, and although her response told me she didn't even read it, I'm hoping that somehow the message did get through. But I'm scheduled for another solo trip in a couple of months, and I'm more than a little nervous. Hope it doesn't happen that way for anyone.

So contracting this service out doesn't seem to work either! I think I would have complained to the contracted company - sounds like the employees at Southwest did what they could?

 

[Starwind]

So contracting this service out doesn't seem to work either! I think I would have complained to the contracted company - sounds like the employees at Southwest did what they could?

In the US, under the Air Carrier Access Act (ACAA), legally the airline is responsible for providing wheelchair assistance. They may choose to contract it out, but it is the airline that is responsible for providing it.

The Department of Transportation enforces ACAA and has a complaint mechanism should one wish to take advantage of it.

Also, all airlines are required to have a Complaints Resolution Official (CRO) available either in person or by phone at each airport and they can assist with issues/violations at the time. See more info here: https://www.nad.org/resources/transportation-and-travel/air-travel/complaints-resolution-official/

 

[Simba's Mom]

In the US, under the Air Carrier Access Act (ACAA), legally the airline is responsible for providing wheelchair assistance. They may choose to contract it out, but it is the airline that is responsible for providing it.

The Department of Transportation enforces ACAA and has a complaint mechanism should one wish to take advantage of it.

Also, all airlines are required to have a Complaints Resolution Official (CRO) available either in person or by phone at each airport and they can assist with issues/violations at the time. See more info here: https://www.nad.org/resources/transportation-and-travel/air-travel/complaints-resolution-official/

Thanks so much for that info. We're traveling for Thanksgiving. and hopefully I won't need that info and fortunately DH is traveling with me this time, but it's good info to have.