IMPORTANT TRAVEL INFORMATION:
You have the RIGHT to make sure you are sitting with your children prior to boarding an airplane. Once you are on board you are subject to the flight attendant’s and captain’s discretion. Should you not be seated next to your children and the person assigned the particular seat next to your child be unwilling to move you are bound by the assigned seating unless a willing passenger accommodates your needs. Should something happen to the plane in transit the original seating assignment is used to identify persons. It is your right and responsibility to have seating accommodations officially corrected with the gate agent prior to boarding the plane. The appropriate protocol would be to call the passenger you are needing to change seats with to the gate counter and make and document the changes prior to boarding the aircraft. When traveling with children, especially those with special needs, you have the RIGHT to be seated next to them. If you are refused accommodations for your travel companion with special needs that is a violation of disability rights and should be reported to the airline directly as well as the FAA.
Why do I mention all of this?
OUR FIRST BAD TRAVEL EXPERIENCE WITH HARPER:
On February 1, 2014, while traveling on US Airways with my husband and two small children (one child medically fragile with special needs) at terminal D gate 7 of Charlotte, NC airport an airline employee named Gabby forcefully grabbed my boarding pass from my hand and directed gate agents to remove me from the flight because I was concerned about being seated next to my special needs child. She was concerned about getting a flight on the runway. Gabby’s unprofessional behavior caused undue mental trauma to our young child, Lily. Since returning home from our once in a lifetime FIRST FAMILY DISNEY VACATION (and possibly the only one including Harper) she has awakened from nightmares and frantically searched to make sure I am still with her.
Below is the series of events leading up to and immediately following the incident to the best recollection of of my husband and me.
At 7:40pm we were told via announcements made by US Airways gate personnel at terminal B gate 6 that our flight #426 with original departure time of 6:20pm would be a 9pm departure due to maintenance issues. Shortly after that announcement, gate agents instructed all passengers to move to terminal D gate 7 where a new plane was waiting to take us Dallas. We gathered our belongings and made the long hike to D7.
When everyone from our originally scheduled flight arrived at D7 the US Airways personnel were calling out names for new boarding passes. My two daughters and my husband got their passes, but I along with about four others did not. A US Airways gate representative instructed the five of us to follow her to the counter at D7 with our identification cards. I happen to be the last in this line of 5 people. The woman was helping everyone as quickly as she possibly could and they were all being very kind and courteous in this stressful situation. However, little was being communicated to any of the passengers about what was going on and why new boarding passes were necessary when all we seemed to have done was change gates.
The person at the jetway door who was scanning boarding passes, where my husband and two children are waiting for me, says to us standing at the counter, “I need to close the doors.” I said, “OK, we are getting on the flight… they are getting us (me and the 2 others in front of me) boarding passes, just please wait.”
(NOTE: we had taken the last minute opportunity to upgrade our flight home to First Class using the discounted rate options and miles.) When it is finally my turn the woman tells me there are no First Class tickets left. This is where we finally are told that we are combining with the flight leaving at 8:10pm rather than getting a new plane for our original flight.
I ask about how to get our money back and the agent tells me there is number on the back of our ticket. Understanding that time was short, I quickly express my concern about being seated with my special needs child to manage her specialized healthcare needs. While she is explaining to me there is plenty of room in the back of the plane and we can all be together a representative of US Airways named Gabby arrives at the ticket counter and begins yelling.
As I am turning away from the counter to walk towards my family waiting at the jetway door she yells at me, “Do you want to be on this flight or not?” This disrespectful manner in an already confusing and high-stress situation provokes me and I turn and yell back at her, “I want to go home sitting with my special needs child!”
Gabby walks up to me and forcefully yanks my ticket from my hand, places it back on the counter and tells the agent to change me to another flight. I then pick up my ticket and walk toward the jetway where my family is waiting and say, “This is Bullshit!” Gabby chases me down and says to the gentleman waiting to scan my boarding pass, “Do NOT put her on this flight!” Then she yells at me in front of my children, “In North Carolina you cannot curse in public… you will be ticketed and put in jail. We are doing you a favor, you can take another flight!”
She turns again to the gentleman scanning tickets and says, “Do not put her on this flight!” My 6-year-old, Lily, is now crying hysterically, thinking that Mommy is going to jail and will not be flying home with her. I took Lily’s hand, gave the man my boarding pass and told Gabby, “I am going home with my children. Don’t do me any more favors.”
The gentleman at the jetway door politely scans my pass and I walk down the tunnel to the plane with my husband, pushing our youngest child in her wheelchair, following behind. Gabby is still yelling, “Do not let her on that flight!”
Another very nice and helpful gentleman follows my husband and tells him, “I am so sorry, this is ridiculous… just get on the plane, there is a number to call on the back of your ticket. Her name is Gabby. I will let the flight attendants know to help you.”
We quickly got everyone situated and on the plane for departure. Lily was still crying frantically and emotionally distraught. We were in row 28 and I asked the flight attendant if she could possibly get a sip of water which we would give back before take off. She was unkind, saying no and that we would need to wait. However, less than a minute later another flight attendant named Joy came over to see that we were all okay and I said, “No, Lily could really use a small sip of water.” Joy returned with some water and gave us the remaining water bottle in case she needed more. That kindness was so meaningful after what had just happened at the gate.
It took me an hour into the flight to get Lily to calm down. Lily even asked while we were driving home if they could come and take me to jail from home. When telling her grandparents of her amazing vacation she says; “But I hope we never fly D7 again.”
With the exception of Gabby, all ticketing and gate personnel at the Charlotte, NC airport at gate B6 (flight 426) and D7(flight 897) on 2/1/14 along with flight attendant, Joy, on flight 89, should be commended for their efforts in managing a stressful, unexpected situation.
Below, see US Airways response to our complaint after calling me for flight clarification because their records showed that we flew first class with no seat changes:
Dear Mrs. Howard:
Department of Transportation Aviation Consumer Protection Division has forwarded your correspondence regarding your travel on US Airways between Orlando and Dallas via Charlotte on February 1, 2014. In addition, we received your email sent directly to our Customer Relations office regarding the same issues.
On behalf of US Airways, I would like to apologize for the difficulties you and your family encountered while your seating assignments were changed. It is imperative to provide essential care and to have a sensitive approach when assisting our passengers.
I’m sorry the advanced seat assignments you and your family were given, specifically you and Harper, were not the seats received at the time of your departure. I understand your frustration, as seating arrangements are important to our customers. As noted in CFR 14 Part 382, a carrier must provide an adjoining seat when a passenger with a disability is traveling with a personal care attendant who will be performing a function for the individual during the flight that airline personnel are not required to perform (e.g., assistance with eating);.
We have investigated the issues you have raised and appreciate the opportunity to share with you the results of our investigation.
Despite our best efforts, we are unable to guarantee specific seats will be available upon check-in. This applies to seats requested directly with our Reservations agents as well as to seating requested via our website. Operational challenges encountered throughout our routing system will occasionally affect the cabin configuration and pre-assigned seating for a specific flight. For these reasons, we cannot guarantee specific seats will be available on day of departure.
Our records indicate you and Harper were assigned seats 1D and 1F for Flight #426 from Charlotte to Dallas. This flight was scheduled to depart at 6:20 p.m. However, due to a mechanical related issue that occurred on the day of travel which delayed this aircraft, we re-accommodated you and your family on the later Flight #897 from Charlotte to Dallas with a scheduled departure of 8:10 p.m. Regrettably, your same seat assignments were not available on the re-accommodation flight.
I recognize your disappointment with the situation. Nonetheless, I am pleased to know that you and Harper were able to be seated together in our Coach cabin. For this reason, US Airways agrees we were not in violation of Part 382. Nevertheless, please accept my sincere apology for any confusion about our customer service policies and procedures, any misinformation you received and any discomfort or inconvenience this caused. Because you and your family were not seated in First Class on Flight #897, a refund of the paid upgrade fees was issued….
More specifically, in regards to your concerns mentioned with our gate agent in Charlotte, I truly regret your experience. Most disconcerting is the manner in which our agent addressed you and your family’s concern; given your description. We continually stress the importance of providing efficient care in a sensitive manner to our passengers. Based on your comments, our agent could have handled your situation better, with the level of respect and care US expects. This is not reflective of our company as a whole.
As we discussed because this is a Human Resources issue and confidential in nature, we will not be advised of the outcome of this incident. Nevertheless, please be assured this matter will be taken serious. Your comments have been forwarded to the appropriate managers for an internal review to ensure appropriate corrective measures are taken with the responsible employee. Your feedback will be used as a training tool for our employees and as a means to improve our service in Charlotte.
Mrs. Howard, we appreciate that you and your family chose to fly US Airways. Your comments have helped us to identify areas within our service that need improvement. Additionally, we welcome the opportunity to provide your future travel needs.
Sincerely,
Kendrick Brewster
Lead Representative, Customer Relations
US Airways Corporate Office
Case: US-14HOWARD-C52N04-M1R |
