AIRLINES ROUTINELY DAMAGE WHEELCHAIRS:

DESTROYING MOBILITY FOR PEOPLE WITH DISABILITIES

This treatment is as bad as African Americans were treated in Jim Crow era.

When will airlines be held responsible?

When will society elevate people with disabilities to "whole human" status?

When will a person who uses an assistive mobility device be able to board a plane -- for business, recreation, to attend a conference or check out a university -- and be able to deplane knowing their wheelchair is 100% safe, secure, ready for them and undamaged?

This kind of 3rd class treatment is keeping people with disabilities the most under and unemployed minority group on the face of the planet.

Having a disability isn't limiting.

Dealing with society's and the business communities Middle Ages view toward disability is.

To read the Independent story that prompted this commentary, click this link

https://www.independent.co.uk/travel/news-and-advice/airlines-wheelchairs-damaged-america-disabled-passengers-a9217421.html

AMERICAN AIRLINES -- THE RESPONSE

THIS IS AN EXCERPT OF THE EMAIL WE RECEIVED FROM AMERICAN AIRLINES -- ADDRESSING OUR CONCERNS ABOUT DISABILITY ACCESS

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.

AMERICAN AIRLINES UPDATE -- THE GREAT NEWS

AMERICAN AIRLINES RESPONDS TO 

FLIGHT CREW THAT DAMAGED 

HEIDI JOHNSON-WRIGHT'S WHEELCHAIR

Today we received a $500 voucher via email from American Airlines.

Call it a belated Valentine's Day monetary value gift to go with yesterday's commitment from AA's Dallas-Fort Worth headquarters to do more to try to accommodate wheelchair-using passengers.

The sad thing is that court decisions have taken some of the teeth out of the Air Carrier Access Act (which governs air travel instead of the Americans with Disabilities Act).

Newer planes are being built with even less closet space at the front of the cabin, further reducing the possibilities of storing a lightweight wheelchair onboard -- instead of risking it being pulverized by baggage and cargo stored below. 

We had asked for a full refund of the roughly $800 we spent on a pair of tickets from Miami to Mexico City.

But the voucher, good for a year, is a reasonable response to our complaint.

TOMORROW, WE WILL POST AN EXCERPT OF

THE LETTER FROM AMERICAN AIRLINES.

AMERICAN AIRLINES UPDATE -- THE GOOD NEWS

AMERICAN AIRLINES RESPONDS TO 

FLIGHT CREW THAT DAMAGED 

HEIDI JOHNSON-WRIGHT'S WHEELCHAIR

A Disability Services specialist from American Airlines has been in contact with us to address the situation when a flight crew refused to allow Heidi's wheelchair aboard, resulting in damages from being stored below.

The American Airlines person was very kind, accommodating and apologetic.

She said crews would be trained better to accommodate people who travel by wheelchair.

Here's the back story on what happened:

Although the chair collapses down and the wheels and footrests come off for stowage, the crew didn't want to rearrange its closet to accommodate the wheelchair.

When we arrived in Mexico City on Christmas Day 2011, the wheelchair was damaged.

The only reason Heidi is smiling above at Parque Mexico is that the outstanding crew at the St. Regis Hotel Mexico City patched up her chair.

For the full story, read our blog entries from December 31, 2011 through January 9, 2012.

Bottom line, American will try harder next time.

Their point person for disabled passengers has promised.

Committing to serve all guests, including those who travel by wheelchair, is the best Valentine's gift our favorite air carrier could give us.

THIS STORY CONTINUES TOMORROW, FEBRUARY 15

AMERICAN AIRLINES DOES NOTHING TO STOP ABUSIVE EMPLOYEE - 12

Editor's Note: A harrowing story about an attack by an abusive American Airlines employee will be told in segments for the next several blog posts. This story was 100% corroborated by several frequesnt flier passengers who also suffered the same attack that I did. These high level executives and leaders in their community also contacted American Airlines and did not have their complaints addressed. I received a half hearted call from an American Airlines customer service representative who refused to confirm the employee worked for American, refused to say what corrective action would be taken and all but laughed at me when I suggested a refund for that flight or a credit for a future flight was in order to compensate me for the abuse I suffered. I got an apology from the Dallas Mayor's office, which also led me to a Dallas Fort Worth Airport executive who confirmed the abusive gate agent indeed worked for American Airlines. That polite DFW employee said he would refer me to American's DFW point person and he was certain that person would contact me. The DFW-based American Airlines person never called. This incident happened nearly 2 months ago and I have still not gotten proper redress from American. Perhaps bankruptcy will shake some sense into this carrier that abuses disabled fliers routinely and even attacked some innocent passengers re-entering the US on an evening flight. I encourage everyone to forward this story, so other abused American customers can unite against this carrier. The blog posts reads exactly like the complaint letter I sent to American.
THIS RUNS THE COMPLAINT IN ITS ENTIRETY. BY THE WAY, THE SOOTHING PHOTOS SET AGAINST THE JARRING TEXT, ARE OF GUANAJUATO MEXICO

I am a longtime, loyal customer of American Airlines writing to complain about a very horrible experience on Monday November 14, 2011.

Flight 3341 from Guanajuato/Leon Mexico to Dallas Fort Worth Airport was professional and tranquil.

The lone flight attendant (he was outstanding and I wish I had taken down his name, but I can only identify him as a bilingual Hispanic male in his late 20s or early 30s) made for a smooth flight for all of us.

When we landed at DFW, the captain announced that we had arrived about 15 minutes early and because of that, it would take at last five minutes to get a gate agent so we could exit the plane.



As promised, about five minutes later, the jet bridge touched the exit door and the very professional male flight attendant told us to hold on for just a moment more.

I happened to be first in line to exit the small jet. The friendly flight attendant motioned for me to exit. Because I am consciences and very aware of 21st century security concerns, I asked the flight attendant directly if it was okay to exit and he said “yes.”

I proceeded onto the jet bridge to pick up my gate-checked carry-on bag. Immediately, a woman (African American, in her late 30s to early 40s, with a radio and wearing a gate agent/crew member windbreaker – I failed to get her name so I only have this basic description to identify her) screamed at me and a couple other passengers who had must exited.



She threateningly yelled "who let you out?, you're not allowed out!…go back!”

The handful of us at the opening of the jet bridge were stunned.

A gentleman who exited with me responded to the woman in a kind, warm tone: “ma’am, what gives you the right to yell at us like this?”



At the top of her lungs, she screamed back something to the effect that she had every right gain yelled at us to get back in the plane (this was impossible, as all passengers were queued up at the front of the plane, though I doubt most of the passengers that had yet to exit had any idea why there was such a commotion after an uneventful flight.)

The woman shrieked something about passengers leaving the plane without permission.

Her hysterics and body language clearly implied that we were about to be detained, arrested, etc.


The man behind me again stated in a very non-threatening tone "ma’am, you can’t talk to us like this. The flight attendant gave us permission to leave the airplane.”

The whole time this gentlemanly man and his traveling companion were trying to reason with this abusive and threatening woman, she continued to shriek something to the effect that we'd exited without permission and that she would send the flight back to Mexico or deny the right to go through Customs to re-enter our native United States.


She kept wailing something about the door (which leads to external stairs down to the tarmac – the stairway that ground crew members use to walk up to deliver strollers, wheelchairs, gate-checked baggage, etc.) not being secured before the plane door opened.

Perhaps some procedure was not followed, but of course no everyday American Airlines passenger would know what she was talking about (and any competent employee would know not to yell at the innocent victims of whatever perceived breach of procedure that she detected and over reacted to.)


But reason did not enter the mind of this crazed and incompetent employee who continued her bombastic attack on confused and frightened passengers.

Finally, the flight attendant (looking bewildered and defeated) made his way to the abusive woman to explain that we passengers had done nothing wrong other than to follow his directions to deplane once the jet door opened to the jet bridge.



I was speechless during the few minutes this confusing, intimidating event blew up in front of me.

In my hundreds of flights, including many international flights, I’ve never encountered such an angry, threatening and out of control employee.

Part of me wanted to use my camera to video tape the incident, but I feared the screaming woman would retaliate against me.









Finally, after conferring with the flight attendant, the woman she stopped her confusing verbal attack and I picked up my gate-checked carry-on.

Walking up the get bridge, my legs shook and my heart raced. Throughout the 2-hour-plus flight, I was resting comfortably, but the moment I exited the plane, I was face to face with an out of control employee in full meltdown.

10 1-19

While waiting to get through Customs, I still feared that I would be pulled out of line and arrested by federal marshals based on the unreliable and crazed ramblings of the woman who verbally attacked me and a few other first-off-the-plane passengers.

In the wake of the female employee’s irrational outburst, I worried that I would be detained and questioned. I feared I would not make it to my connecting flight to Miami – where my wheelchair-using disabled wife was waiting for me to care for her.


When the other couple (including the gentleman who had politely questioned the abusive worker about her behavior) saw me in the long customs line, they remarked that I was still shaking.
We exchanged contact information so each of us – who had never met before – could confirm this story of worker abuse against confused, innocent passengers.

Less than 48 hours removed from this incident, I am still hesitant to make my complaint. I fear that for pointing out an injustice, I will receive retaliation – possibly being placed on some kind of watch list of do not fly list.

But I feel like the truth must be spoken and I can only hope that I am rewarded, not punished for exposing this abuse by your employee.

AMERICAN AIRLINES DOES NOTHING TO STOP ABUSIVE EMPLOYEE - 11

AMERICAN AIRLINE REFUSES TO COMPENSATE WEARY PASSENGERS ATTACKED BY ITS OWN ABUSIVE EMPLOYEE

Editor's Note: A harrowing story about an attack by an abusive American Airlines employee will be told in segments for the next several blog posts. This story was 100% corroborated by several frequesnt flier passengers who also suffered the same attack that I did. These high level executives and leaders in their community also contacted American Airlines and did not have their complaints addressed. I received a half hearted call from an American Airlines customer service representative who refused to confirm the employee worked for American, refused to say what corrective action would be taken and all but laughed at me when I suggested a refund for that flight or a credit for a future flight was in order to compensate me for the abuse I suffered. I got an apology from the Dallas Mayor's office, which also led me to a Dallas Fort Worth Airport executive who confirmed the abusive gate agent indeed worked for American Airlines. That polite DFW employee said he would refer me to American's DFW point person and he was certain that person would contact me. The DFW-based American Airlines person never called. This incident happened nearly 2 months ago and I have still not gotten proper redress from American. Perhaps bankruptcy will shake some sense into this carrier that abuses disabled fliers routinely and even attacked some innocent passengers re-entering the US on an evening flight. I encourage everyone to forward this story, so other abused American customers can unite against this carrier. The blog posts reads exactly like the complaint letter I sent to American.

When the other couple (including the gentleman who had politely questioned the abusive worker about her behavior) saw me in the long customs line, they remarked that I was still shaking.
We exchanged contact information so each of us – who had never met before – could confirm this story of worker abuse against confused, innocent passengers.

Less than 48 hours removed from this incident, I am still hesitant to make my complaint. I fear that for pointing out an injustice, I will receive retaliation – possibly being placed on some kind of watch list of do not fly list.

But I feel like the truth must be spoken and I can only hope that I am rewarded, not punished for exposing this abuse by your employee.

AMERICAN AIRLINES DOES NOTHING TO STOP ABUSIVE EMPLOYEE - 10

AMERICAN AIRLINE REFUSES TO COMPENSATE WEARY PASSENGERS ATTACKED BY ITS OWN ABUSIVE EMPLOYEE

Editor's Note: A harrowing story about an attack by an abusive American Airlines employee will be told in segments for the next several blog posts. This story was 100% corroborated by several frequesnt flier passengers who also suffered the same attack that I did. These high level executives and leaders in their community also contacted American Airlines and did not have their complaints addressed. I received a half hearted call from an American Airlines customer service representative who refused to confirm the employee worked for American, refused to say what corrective action would be taken and all but laughed at me when I suggested a refund for that flight or a credit for a future flight was in order to compensate me for the abuse I suffered. I got an apology from the Dallas Mayor's office, which also led me to a Dallas Fort Worth Airport executive who confirmed the abusive gate agent indeed worked for American Airlines. That polite DFW employee said he would refer me to American's DFW point person and he was certain that person would contact me. The DFW-based American Airlines person never called. This incident happened nearly 2 months ago and I have still not gotten proper redress from American. Perhaps bankruptcy will shake some sense into this carrier that abuses disabled fliers routinely and even attacked some innocent passengers re-entering the US on an evening flight. I encourage everyone to forward this story, so other abused American customers can unite against this carrier. The blog posts reads exactly like the complaint letter I sent to American.While waiting to get through Customs, I still feared that I would be pulled out of line and arrested by federal marshals based on the unreliable and crazed ramblings of the woman who verbally attacked me and a few other first-off-the-plane passengers.

In the wake of the female employee’s irrational outburst, I worried that I would be detained and questioned. I feared I would not make it to my connecting flight to Miami – where my wheelchair-using disabled wife was waiting for me to care for her.

AMERICAN AIRLINES DOES NOTHING TO STOP ABUSIVE EMPLOYEE - 9

AMERICAN AIRLINE REFUSES TO COMPENSATE WEARY PASSENGERS ATTACKED BY ITS OWN ABUSIVE EMPLOYEE

Editor's Note: A harrowing story about an attack by an abusive American Airlines employee will be told in segments for the next several blog posts. This story was 100% corroborated by several frequesnt flier passengers who also suffered the same attack that I did. These high level executives and leaders in their community also contacted American Airlines and did not have their complaints addressed. I received a half hearted call from an American Airlines customer service representative who refused to confirm the employee worked for American, refused to say what corrective action would be taken and all but laughed at me when I suggested a refund for that flight or a credit for a future flight was in order to compensate me for the abuse I suffered. I got an apology from the Dallas Mayor's office, which also led me to a Dallas Fort Worth Airport executive who confirmed the abusive gate agent indeed worked for American Airlines. That polite DFW employee said he would refer me to American's DFW point person and he was certain that person would contact me. The DFW-based American Airlines person never called. This incident happened nearly 2 months ago and I have still not gotten proper redress from American. Perhaps bankruptcy will shake some sense into this carrier that abuses disabled fliers routinely and even attacked some innocent passengers re-entering the US on an evening flight. I encourage everyone to forward this story, so other abused American customers can unite against this carrier. The blog posts reads exactly like the complaint letter I sent to American.

Finally, after conferring with the flight attendant, the woman she stopped her confusing verbal attack and I picked up my gate-checked carry-on.

Walking up the get bridge, my legs shook and my heart raced. Throughout the 2-hour-plus flight, I was resting comfortably, but the moment I exited the plane, I was face to face with an out of control employee in full meltdown.

AMERICAN AIRLINES DOES NOTHING TO STOP ABUSIVE EMPLOYEE - 8

AMERICAN AIRLINE REFUSES TO COMPENSATE WEARY PASSENGERS ATTACKED BY ITS OWN ABUSIVE EMPLOYEE

Editor's Note: A harrowing story about an attack by an abusive American Airlines employee will be told in segments for the next several blog posts. This story was 100% corroborated by several frequesnt flier passengers who also suffered the same attack that I did. These high level executives and leaders in their community also contacted American Airlines and did not have their complaints addressed. I received a half hearted call from an American Airlines customer service representative who refused to confirm the employee worked for American, refused to say what corrective action would be taken and all but laughed at me when I suggested a refund for that flight or a credit for a future flight was in order to compensate me for the abuse I suffered. I got an apology from the Dallas Mayor's office, which also led me to a Dallas Fort Worth Airport executive who confirmed the abusive gate agent indeed worked for American Airlines. That polite DFW employee said he would refer me to American's DFW point person and he was certain that person would contact me. The DFW-based American Airlines person never called. This incident happened nearly 2 months ago and I have still not gotten proper redress from American. Perhaps bankruptcy will shake some sense into this carrier that abuses disabled fliers routinely and even attacked some innocent passengers re-entering the US on an evening flight. I encourage everyone to forward this story, so other abused American customers can unite against this carrier. The blog posts reads exactly like the complaint letter I sent to American.

I was speechless during the few minutes this confusing, intimidating event blew up in front of me.

In my hundreds of flights, including many international flights, I’ve never encountered such an angry, threatening and out of control employee.

Part of me wanted to use my camera to video tape the incident, but I feared the screaming woman would retaliate against me.

AMERICAN AIRLINES DOES NOTHING TO STOP ABUSIVE EMPLOYEE - 7

AMERICAN AIRLINE REFUSES TO COMPENSATE WEARY PASSENGERS ATTACKED BY ITS OWN ABUSIVE EMPLOYEE

Editor's Note: A harrowing story about an attack by an abusive American Airlines employee will be told in segments for the next several blog posts. This story was 100% corroborated by several frequesnt flier passengers who also suffered the same attack that I did. These high level executives and leaders in their community also contacted American Airlines and did not have their complaints addressed. I received a half hearted call from an American Airlines customer service representative who refused to confirm the employee worked for American, refused to say what corrective action would be taken and all but laughed at me when I suggested a refund for that flight or a credit for a future flight was in order to compensate me for the abuse I suffered. I got an apology from the Dallas Mayor's office, which also led me to a Dallas Fort Worth Airport executive who confirmed the abusive gate agent indeed worked for American Airlines. That polite DFW employee said he would refer me to American's DFW point person and he was certain that person would contact me. The DFW-based American Airlines person never called. This incident happened nearly 2 months ago and I have still not gotten proper redress from American. Perhaps bankruptcy will shake some sense into this carrier that abuses disabled fliers routinely and even attacked some innocent passengers re-entering the US on an evening flight. I encourage everyone to forward this story, so other abused American customers can unite against this carrier. The blog posts reads exactly like the complaint letter I sent to American.

But reason did not enter the mind of this crazed and incompetent employee who continued her bombastic attack on confused and frightened passengers.

Finally, the flight attendant (looking bewildered and defeated) made his way to the abusive woman to explain that we passengers had done nothing wrong other than to follow his directions to deplane once the jet door opened to the jet bridge.

AMERICAN AIRLINES DOES NOTHING TO STOP ABUSIVE EMPLOYEE - 6

AMERICAN AIRLINE REFUSES TO COMPENSATE WEARY PASSENGERS ATTACKED BY ITS OWN ABUSIVE EMPLOYEE

Editor's Note: A harrowing story about an attack by an abusive American Airlines employee will be told in segments for the next several blog posts. This story was 100% corroborated by several frequesnt flier passengers who also suffered the same attack that I did. These high level executives and leaders in their community also contacted American Airlines and did not have their complaints addressed. I received a half hearted call from an American Airlines customer service representative who refused to confirm the employee worked for American, refused to say what corrective action would be taken and all but laughed at me when I suggested a refund for that flight or a credit for a future flight was in order to compensate me for the abuse I suffered. I got an apology from the Dallas Mayor's office, which also led me to a Dallas Fort Worth Airport executive who confirmed the abusive gate agent indeed worked for American Airlines. That polite DFW employee said he would refer me to American's DFW point person and he was certain that person would contact me. The DFW-based American Airlines person never called. This incident happened nearly 2 months ago and I have still not gotten proper redress from American. Perhaps bankruptcy will shake some sense into this carrier that abuses disabled fliers routinely and even attacked some innocent passengers re-entering the US on an evening flight. I encourage everyone to forward this story, so other abused American customers can unite against this carrier. The blog posts reads exactly like the complaint letter I sent to American.

She kept wailing something about the door (which leads to external stairs down to the tarmac – the stairway that ground crew members use to walk up to deliver strollers, wheelchairs, gate-checked baggage, etc.) not being secured before the plane door opened.

Perhaps some procedure was not followed, but of course no everyday American Airlines passenger would know what she was talking about (and any competent employee would know not to yell at the innocent victims of whatever perceived breach of procedure that she detected and over reacted to.)

AMERICAN AIRLINES DOES NOTHING TO STOP ABUSIVE EMPLOYEE - 5

AMERICAN AIRLINE REFUSES TO COMPENSATE WEARY PASSENGERS ATTACKED BY ITS OWN ABUSIVE EMPLOYEE

Editor's Note: A harrowing story about an attack by an abusive American Airlines employee will be told in segments for the next several blog posts. This story was 100% corroborated by several frequesnt flier passengers who also suffered the same attack that I did. These high level executives and leaders in their community also contacted American Airlines and did not have their complaints addressed. I received a half hearted call from an American Airlines customer service representative who refused to confirm the employee worked for American, refused to say what corrective action would be taken and all but laughed at me when I suggested a refund for that flight or a credit for a future flight was in order to compensate me for the abuse I suffered. I got an apology from the Dallas Mayor's office, which also led me to a Dallas Fort Worth Airport executive who confirmed the abusive gate agent indeed worked for American Airlines. That polite DFW employee said he would refer me to American's DFW point person and he was certain that person would contact me. The DFW-based American Airlines person never called. This incident happened nearly 2 months ago and I have still not gotten proper redress from American. Perhaps bankruptcy will shake some sense into this carrier that abuses disabled fliers routinely and even attacked some innocent passengers re-entering the US on an evening flight. I encourage everyone to forward this story, so other abused American customers can unite against this carrier. The blog posts reads exactly like the complaint letter I sent to American.

The man behind me again stated in a very non-threatening tone "ma’am, you can’t talk to us like this. The flight attendant gave us permission to leave the airplane.”

The whole time this gentlemanly man and his traveling companion were trying to reason with this abusive and threatening woman, she continued to shriek something to the effect that we'd exited without permission and that she would send the flight back to Mexico or deny the right to go through Customs to re-enter our native United States.

AMERICAN AIRLINES DOES NOTHING TO STOP ABUSIVE EMPLOYEE - 4

AMERICAN AIRLINE REFUSES TO COMPENSATE WEARY PASSENGERS ATTACKED BY ITS OWN ABUSIVE EMPLOYEE

Editor's Note: A harrowing story about an attack by an abusive American Airlines employee will be told in segments for the next several blog posts. This story was 100% corroborated by several frequesnt flier passengers who also suffered the same attack that I did. These high level executives and leaders in their community also contacted American Airlines and did not have their complaints addressed. I received a half hearted call from an American Airlines customer service representative who refused to confirm the employee worked for American, refused to say what corrective action would be taken and all but laughed at me when I suggested a refund for that flight or a credit for a future flight was in order to compensate me for the abuse I suffered. I got an apology from the Dallas Mayor's office, which also led me to a Dallas Fort Worth Airport executive who confirmed the abusive gate agent indeed worked for American Airlines. That polite DFW employee said he would refer me to American's DFW point person and he was certain that person would contact me. The DFW-based American Airlines person never called. This incident happened nearly 2 months ago and I have still not gotten proper redress from American. Perhaps bankruptcy will shake some sense into this carrier that abuses disabled fliers routinely and even attacked some innocent passengers re-entering the US on an evening flight. I encourage everyone to forward this story, so other abused American customers can unite against this carrier. The blog posts reads exactly like the complaint letter I sent to American.


At the top of her lungs, she screamed back something to the effect that she had every right gain yelled at us to get back in the plane (this was impossible, as all passengers were queued up at the front of the plane, though I doubt most of the passengers that had yet to exit had any idea why there was such a commotion after an uneventful flight.)

The woman shrieked something about passengers leaving the plane without permission.

Her hysterics and body language clearly implied that we were about to be detained, arrested, etc.

AMERICAN AIRLINES DOES NOTHING TO STOP ABUSIVE EMPLOYEE - 3

AMERICAN AIRLINE REFUSES TO COMPENSATE WEARY PASSENGERS ATTACKED BY ITS OWN ABUSIVE EMPLOYEE

Editor's Note: A harrowing story about an attack by an abusive American Airlines employee will be told in segments for the next several blog posts. This story was 100% corroborated by several frequesnt flier passengers who also suffered the same attack that I did. These high level executives and leaders in their community also contacted American Airlines and did not have their complaints addressed. I received a half hearted call from an American Airlines customer service representative who refused to confirm the employee worked for American, refused to say what corrective action would be taken and all but laughed at me when I suggested a refund for that flight or a credit for a future flight was in order to compensate me for the abuse I suffered. I got an apology from the Dallas Mayor's office, which also led me to a Dallas Fort Worth Airport executive who confirmed the abusive gate agent indeed worked for American Airlines. That polite DFW employee said he would refer me to American's DFW point person and he was certain that person would contact me. The DFW-based American Airlines person never called. This incident happened nearly 2 months ago and I have still not gotten proper redress from American. Perhaps bankruptcy will shake some sense into this carrier that abuses disabled fliers routinely and even attacked some innocent passengers re-entering the US on an evening flight. I encourage everyone to forward this story, so other abused American customers can unite against this carrier. The blog posts reads exactly like the complaint letter I sent to American.


She threateningly yelled "who let you out?, you're not allowed out!…go back!”

The handful of us at the opening of the jet bridge were stunned.

A gentleman who exited with me responded to the woman in a kind, warm tone: “ma’am, what gives you the right to yell at us like this?”

AMERICAN AIRLINES DOES NOTHING TO STOP ABUSIVE EMPLOYEE - 2

AMERICAN AIRLINE REFUSES TO COMPENSATE WEARY PASSENGERS ATTACKED BY ITS OWN ABUSIVE EMPLOYEE

Editor's Note: A harrowing story about an attack by an abusive American Airlines employee will be told in segments for the next several blog posts. This story was 100% corroborated by several frequesnt flier passengers who also suffered the same attack that I did. These high level executives and leaders in their community also contacted American Airlines and did not have their complaints addressed. I received a half hearted call from an American Airlines customer service representative who refused to confirm the employee worked for American, refused to say what corrective action would be taken and all but laughed at me when I suggested a refund for that flight or a credit for a future flight was in order to compensate me for the abuse I suffered. I got an apology from the Dallas Mayor's office, which also led me to a Dallas Fort Worth Airport executive who confirmed the abusive gate agent indeed worked for American Airlines. That polite DFW employee said he would refer me to American's DFW point person and he was certain that person would contact me. The DFW-based American Airlines person never called. This incident happened nearly 2 months ago and I have still not gotten proper redress from American. Perhaps bankruptcy will shake some sense into this carrier that abuses disabled fliers routinely and even attacked some innocent passengers re-entering the US on an evening flight. I encourage everyone to forward this story, so other abused American customers can unite against this carrier. The blog posts reads exactly like the complaint letter I sent to American.

As promised, about five minutes later, the jet bridge touched the exit door and the very professional male flight attendant told us to hold on for just a moment more.

I happened to be first in line to exit the small jet. The friendly flight attendant motioned for me to exit. Because I am consciences and very aware of 21st century security concerns, I asked the flight attendant directly if it was okay to exit and he said “yes.”

I proceeded onto the jet bridge to pick up my gate-checked carry-on bag. Immediately, a woman (African American, in her late 30s to early 40s, with a radio and wearing a gate agent/crew member windbreaker – I failed to get her name so I only have this basic description to identify her) screamed at me and a couple other passengers who had must exited.

AMERICAN AIRLINES DOES NOTHING TO STOP ABUSIVE EMPLOYEE - 1

AMERICAN AIRLINE REFUSES TO COMPENSATE WEARY PASSENGERS ATTACKED BY ITS OWN ABUSIVE EMPLOYEE

Editor's Note: A harrowing story about an attack by an abusive American Airlines employee will be told in segments for the next several blog posts. This story was 100% corroborated by several frequesnt flier passengers who also suffered the same attack that I did. These high level executives and leaders in their community also contacted American Airlines and did not have their complaints addressed. I received a half hearted call from an American Airlines customer service representative who refused to confirm the employee worked for American, refused to say what corrective action would be taken and all but laughed at me when I suggested a refund for that flight or a credit for a future flight was in order to compensate me for the abuse I suffered. I got an apology from the Dallas Mayor's office, which also led me to a Dallas Fort Worth Airport executive who confirmed the abusive gate agent indeed worked for American Airlines. That polite DFW employee said he would refer me to American's DFW point person and he was certain that person would contact me. The DFW-based American Airlines person never called. This incident happened nearly 2 months ago and I have still not gotten proper redress from American. Perhaps bankruptcy will shake some sense into this carrier that abuses disabled fliers routinely and even attacked some innocent passengers re-entering the US on an evening flight. I encourage everyone to forward this story, so other abused American customers can unite against this carrier. The blog posts reads exactly like the complaint letter I sent to American.

I am a longtime, loyal customer of American Airlines writing to complain about a very horrible experience on Monday November 14, 2011.

Flight 3341 from Guanajuato/Leon Mexico to Dallas Fort Worth Airport was professional and tranquil.

The lone flight attendant (he was outstanding and I wish I had taken down his name, but I can only identify him as a bilingual Hispanic male in his late 20s or early 30s) made for a smooth flight for all of us.

When we landed at DFW, the captain announced that we had arrived about 15 minutes early and because of that, it would take at last five minutes to get a gate agent so we could exit the plane.

AMERICAN AIRLINES FLIGHT CREW'S SELFISHNESS HURTS DISABLED TRAVELER - 10

WHEELCHAIR SEVERELY DAMAGED BY UNCARING GROUND CREW AFTER AMERICN AIRLINES FLIGHT CREW REFUSES TO MOVE ITS LUGGAGE TO ACCOMMODATE ONBOARD WHEELCHAIR STORAGE

Editor's note: We arrived home on Dec. 31 from a week in Mexico City. The City was great, our Hotel -- the St.Regis -- was spectacular but the flight getting there was a nightmare caused by American Airlines employees who are abusive toward the needs of disabled travelers. It is no wonder why this carrier is in banktruptcy. We will share our tale of disability discrimination during the next several days. This final posting, combinging the previous serialized postins, is in the form of a letter to American Airlines, which has not even been addressed -- despite the urgency of our complaints.

I am writing to make American Airlines aware of a terrible situation for disabled travelers -- one that very negatively impacted my wife and me. My wife, an attorney and the American with Disabilities Act coordinator for one of the largest counties in America, has flown dozens of AA flights with me.
She uses a super-lightweight manual wheelchair that folds in half and can be further reduced in size with easy removal of the foot rests and wheels. We learned more than two decades ago that when we gate check her wheelchair, it often gets broken either by a careless ground crew or by other items in the cargo hold. That is why we invested in a very expensive lightweight, collapsible wheelchair -- because the disassembled chair readily fits in the closet area entry of aircraft.

We also prearrange AA disability services so my wife has assistance at the jet bridge, while boarding the plane and with stowage of her wheelchair in the onboard closet. We are aware that crew members like to stow their baggage in the same closet that provides space for passengers’ wheelchairs and other mobility devices. In most cases, crew members kindly relocate their bags to clear space for the wheelchair.
On Christmas Day 2011, we flew from Miami International Airport to Mexico City on flight 2199, departing at 7:30 a.m. The folks at the AA check-in counter understood our needs and said the wheelchair could be stored in the closet (not gate checked where it can get damaged). The gate crew that checks boarding passes and escorts us down the jet bridge also confirmed this. But when we arrived at the door of the plane, it was obvious that the flight crew had a large amount of luggage stored in the closet. It also became clear that the brand new plane had a smaller than usual closet, a dreadful design flaw that negatively impacts wheelchair-using passengers.

I pleaded with the flight crew, but they refused to move their bags. (I must note that this 12-25-11 flight was less than half full and had more than enough room in empty first class bins to store crew luggage near the front of the plane.) I told them we'll arrive in Mexico City on Christmas Day, when no shops will be open to repair my wife's wheelchair, with her chair very likely damaged by being gate checked into the cargo area. I tried to take the wheels off my wife's wheelchair to show how easily it can be stowed, but the unyielding flight crew refused to move its baggage. I was told to take my seat or there would be consequences.

Upon arrival in Mexico City, the crew brought up a broken chair. My wife’s lightweight chair has a canvas seat that folds. There are metal rods inside that hold the seat in place. Plastic caps on the outside of the metal tubes hold the rods inside. The plastic cap had been knocked off while my wife’s chair was stored. Because of this, the rod that holds the seat in place slid out, rendering the wheelchair unusable– on Christmas Day upon arrival in a foreign country.
Anguished, I chided the crew for being so selfish as to not move a couple bags into empty overhead bins for the sake of a disabled traveler. I did not curse, but I’m sure my voice was raised, considering how upset I was. I was told the chair was fine, but when I placed my hand where she sits, it fell right through. If my wife had believed this line of lies and tested the chair, she would have fallen and broken her leg. I complained more – emphatically but not threatening in any way – and was told I would be taken into custody if I didn’t accept the chair as-is.

Finally, the ground crew appeared with the metal rod that holds the chair in place. This was only a half solution, because the plastic piece that holds the rod in place was never located. By now the plane was empty, the flight crew were heading toward the jet bridge and customs was waiting for us. I crumpled some napkins to stuff in place of the plastic piece and pushed my wife’s wheelchair toward Mexican customs.
I asked the AA gate agent where we could make a complaint, but she said it was Christmas Day and no one was around and if they were, we’d have to make our damage complaint in Spanish. Thankfully, at customs, an airport employee saw how upset we were and my wife, in her primitive Spanish, explained our plight and pointed to the missing plastic piece and the rod now jutting dangerously out the side of the seat. The kind man helped us Scotch tape over the napkins to try to hold the rod in place.

We caught a cab to the St. Regis Hotel and by the time we got there, the chair was broken again and my wife was almost falling out of it. Because the St. Regis is a 5-star property, it called a member of its engineering staff to try to make a substitute plastic cap out of materials on hand. The hotel assistant manager could not believe that we were treated so poorly by American. Finally, we got a decent substitute cap. But it continually fell out during our week-long visit and we had to borrow duct and electrical tape to try to hold the cap in place to keep the rod from falling out.

We not only lost time waiting for the makeshift repairs at the hotel, but my wife also had to head back to the hotel at 6 p.m. most days because her arthritic hips were aching from the poor condition of her wheelchair seat. This painful condition was caused directly by the wheelchair damaged by American Airlines. On the couple evenings that we went out for dinner, my wife stayed back at the hotel from noon to 6 p.m. – missing out on the sights and culture of Mexico City to be rested enough to be able to stand the pain of being in a wheelchair seat damaged by American Airlines.
When we returned to Miami on Dec. 30, we went to the Mexico City airport 3.5 hours prior to our flight. The person who printed our boarding passes was polite. But when I told her we wanted to file a complaint about the wheelchair damage, she wasn’t sure what to do – even though we had several hours to speak with an airline representative. Her best guess was to go to baggage claim in Miami when we arrived, which would be less than two hours before midnight on New Year’s Eve.

Thankfully, the crew on the return Flight 2188 (Dec. 31, 2011) heard our pleas and allowed me to take my wife’s wheelchair apart and store it in the front closet. The closet was full of crew luggage, but they quickly moved their stuff to some very nearby vacant overhead bins in first class. I thanked the crew profusely and they were shocked. They said “this is what we do for disabled people. This is the right thing to do and that’s what we do.” I politely explained that the crew on Dec. 25 did the opposite and we suffered greatly because of it.
Upon return to Miami, we did not have to go to baggage claim because we carried on our two small bags. We went to the baggage claim area, but saw no one capable of handing a complaint about a wheelchair damaged on a flight. Besides, my wife was in pain, we were exhausted and wanted to get home.

We both have been swamped with work upon our return, but I have now taken the time to write this letter. Not only am I asking American Airlines to repair my wife’s wheelchair (she uses a power wheelchair in Miami, so we have yet to take the manual chair for travel in to the shop for a damage estimate), but I also am asking American to refund the entire amount we paid for the Dec 25/Dec 31 flights. That cost is $676.82.
American’s behavior was shameful and we are owed an apology and financial redress for the extreme pain and suffering we were forced to deal with because of the Dec. 25 flight crew’s negligence.
I expect a response from a high-level decision maker within 48 hour of receipt of this complaint.

AMERICAN AIRLINES FLIGHT CREW'S SELFISHNESS HURTS DISABLED TRAVELER - 9

WHEELCHAIR SEVERELY DAMAGED BY UNCARING GROUND CREW AFTER AMERICN AIRLINES FLIGHT CREW REFUSES TO MOVE ITS LUGGAGE TO ACCOMMODATE ONBOARD WHEELCHAIR STORAGE

Editor's note: We arrived home on Dec. 31 from a week in Mexico City. The City was great, our Hotel -- the St.Regis -- was spectacular but the flight getting there was a nightmare caused by American Airlines employees who are abusive toward the needs of disabled travelers. It is no wonder why this carrier is in banktruptcy. We will share our tale of disability discrimination during the next several days. The postings are in the form of a letter to American Airlines, which has not even been addressed -- despite the urgency of our complaints.

We both have been swamped with work upon our return, but I have now taken the time to write this letter.

Not only am I asking American Airlines to repair my wife’s wheelchair (she uses a power wheelchair in Miami, so we have yet to take the manual chair for travel in to the shop for a damage estimate), but I also am asking American to refund the entire amount we paid for the Dec 25/Dec 31 flights.

That cost is $676.82.

American’s behavior was shameful and we are owed an apology and financial redress for the extreme pain and suffering we were forced to deal with because of the Dec. 25 flight crew’s negligence.

I expect a response from a high-level decision maker within 48 hour of receipt of this complaint.

AMERICAN AIRLINES FLIGHT CREW'S SELFISHNESS HURTS DISABLED TRAVELER - 8

WHEELCHAIR SEVERELY DAMAGED BY UNCARING GROUND CREW AFTER AMERICN AIRLINES FLIGHT CREW REFUSES TO MOVE ITS LUGGAGE TO ACCOMMODATE ONBOARD WHEELCHAIR STORAGE

Editor's note: We arrived home on Dec. 31 from a week in Mexico City. The City was great, our Hotel -- the St.Regis -- was spectacular but the flight getting there was a nightmare caused by American Airlines employees who are abusive toward the needs of disabled travelers. It is no wonder why this carrier is in banktruptcy. We will share our tale of disability discrimination during the next several days. The postings are in the form of a letter to American Airlines, which has not even been addressed -- despite the urgency of our complaints.

Thankfully, the crew on the return Flight 2188 (Dec. 31, 2011) heard our pleas and allowed me to take my wife’s wheelchair apart and store it in the front closet. The closet was full of crew luggage, but they quickly moved their stuff to some very nearby vacant overhead bins in first class.

I thanked the crew profusely and they were shocked.

They said “this is what we do for disabled people.

This is the right thing to do and that’s what we do.”

I politely explained that the crew on Dec. 25 did the opposite and we suffered greatly because of it.

Upon return to Miami, we did not have to go to baggage claim because we carried on our two small bags.

We went to the baggage claim area, but saw no one capable of handing a complaint about a wheelchair damaged on a flight.

Besides, my wife was in pain, we were exhausted and wanted to get home.

AMERICAN AIRLINES FLIGHT CREW'S SELFISHNESS HURTS DISABLED TRAVELER - 7

WHEELCHAIR SEVERELY DAMAGED BY UNCARING GROUND CREW AFTER AMERICN AIRLINES FLIGHT CREW REFUSES TO MOVE ITS LUGGAGE TO ACCOMMODATE ONBOARD WHEELCHAIR STORAGE

Editor's note: We arrived home on Dec. 31 from a week in Mexico City. The City was great, our Hotel -- the St.Regis -- was spectacular but the flight getting there was a nightmare caused by American Airlines employees who are abusive toward the needs of disabled travelers. It is no wonder why this carrier is in banktruptcy. We will share our tale of disability discrimination during the next several days. The postings are in the form of a letter to American Airlines, which has not even been addressed -- despite the urgency of our complaints.

We not only lost time waiting for the makeshift repairs at the hotel, but my wife also had to head back to the hotel at 6 p.m. most days because her arthritic hips were aching from the poor condition of her wheelchair seat.

This painful condition was caused directly by the wheelchair damaged by American Airlines. On the couple evenings that we went out for dinner, my wife stayed back at the hotel from noon to 6 p.m. – missing out on the sights and culture of Mexico City to be rested enough to be able to stand the pain of being in a wheelchair seat damaged by American Airlines.

When we returned to Miami on Dec. 30, we went to the Mexico City airport 3.5 hours prior to our flight.

The person who printed our boarding passes was polite.

But when I told her we wanted to file a complaint about the wheelchair damage, she wasn’t sure what to do – even though we had several hours to speak with an airline representative.

Her best guess was to go to baggage claim in Miami when we arrived, which would be less than two hours before midnight on New Year’s Eve.