This note is in response to your January 14 email addressed to Tom Horton, who asked me to research your comments and respond.
We regret we
were unable to accommodate your wife's wheelchair in the cabin onboard
flight 2199 on December 25.
According to our purser, the inflight
wheelchair was already stowed in the closet and your wife's wheelchair
would
not fit -- even if the crew luggage was removed.
Nevertheless, we
are concerned about the flight attendant behavior you described.
We
work hard to provide professional, courteous service to our customers,
and we are sorry if we fell short when you and your wife traveled to
Mexico City.
We have forwarded a copy of your comments to our Vice
President of Flight Service for review.
Thank you for giving us this
opportunity to improve our service.
Additionally, we
can imagine how disappointed and distressed you and your wife must have
been when the chair arrived damaged.
Although we do our very best to
avoid such problems, please accept our apology for what was undoubtedly
an annoying and disruptive experience.
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