[annekeg]

Copy of the complaint I entered online:

We travelled with United on October 10 to and October 14 resp. from Calgary via Chicago to NYC and v.v. Our party consisted of 3 of my adult children and myself, I used my own wheelchair and the kids assisted e with the transfers.

The following problems occured:
On the flight to NYC via Chicago (Oct 10, United 614)
Unfortunately the flight from YYC to ORD was delayed quite a bit.
in Chicago they could not find my wheelchair which left us very stressed and we had to literally run to catch our next flight.
in NYC (LGA, flight U 682) our luggage had not arrived, at the luggage desk they told us the luggage was in the next incoming flight, we either had to wait 2 hours or they could deliver to the hotel. We asked if the delivery would be the same evening as my medication was inside the luggage. The promised us the luggage would be delivered before 10 pm that evening so we decided to leave and went to our hotel. We called at 10 pm as we hadn't heard back and we got a very rude staff member who told us it could take up until 3 am. At just around 3 am the luggage finally arrived. Obviously we would have chosen to wait for the luggage if we would have gotten the right information at the luggage desk.
Because now checked in luggage cost money, we noticed many of the passengers had opted to travel with just carry on luggage which took up literally all the space in the luggage compartments. We did pay for our luggage but because of the passengers who hadn't there was no space left for any of our carry on backpacks, attendants even told people with backpacks to keep it under their seats and people with the suitcase style carry on’s could use the compartments!!However when the flight attendant noticed the pillow under my feet she told me I was an hazard, she clearly didn't know what to do and at one point asked the person on the window s
On our flight back to YYC From LGA, flight U1566), our first experience with the ground staff was very helpful, we explained our concern because of what happened before and she gave us seats closer to the exit.
Unfortunately when we were all seated, I sat with my son and had a row seat, a flight attendant came to see me and, as in all my previous flights, I had my wheelchair cushion (which can’t be put together with my wheelchair) under my feet as this alleviates pain and lessens the chance of complications. 
I explained to her the reason but she was adamant that this was very hazardous. At a certain time she asked the gentleman at the window seat if he had a problem with the cushion, he stated he didn’t see any problem in it. However a couple of minutes later, when the plane was already taxiing, she came back and told me that I had to change seats. 
She then stood in the path and asked loudly if any of the passengers who had a window seat would like to change seats with me. Obviously I felt very uncomfortable. At that point my eldest daughter told her she could change seats with me. 
However the plane was already moving quite fast and the gentleman who sat in the seat near the row, was quite anxious to have to stand up while the plane was moving. 
Only imagine how it fell for me with MS to have to stand up, move from one seat to another all while the plane was already moving. It was, a very scary and embarrassing moment and one I hope no one ever has to experience. I feel the flight attendant was being very rude, putting me in a very embarrassing situation and putting me, my children and a unknown passenger in a dangerous situation.
The flight attendant told me right away she could show me the manual just to let me know she was doing the “right” thing.I told her I was not interested in any book, as I was on a vacation and just wanted peace of mind. Later when she still came to show me the binder, I again told her I was not interested. She then took the binder to my children. Apparently she needed to get as much attentions as possible.
While on the flight I realized that there is no difference what so ever in having a huge backpack at your feet, or your laptop on the table or a soft pillow on your feet. From all of these the pillow would cause the least danger in situations where people need to move out of their seats. The pillow is easily put under the seat in front of the passenger, just as it is with backpacks and other pieces of carry on luggage.

However from all of these experience I must say I have never felt so humiliated by any one as much as by the flight attendant who even started calling our to all the passengers if some one could change seats with the lady with her disability.

I am looking into getting this information out to the Human Rights Committee as well as the organizations advocating for people with disabilities. It’s almost a month now since this all happened and still my children and I are very upset by what happened especially on our flight back home.