[Jmart32827]

We arrived at CHI and was met with a wheelchair and was taken to our next flight UA 0155 to SFO scheduled to depart at 8:05 pm on 08/09. The plane was delayed and the gate agents did not have any information about the flight. The gate agents the started to work on another flight to Las Vegas. They kept announcing that they had no info on the SFO flight and if any one had any questions we should go to customer service by another gate. I went to customer service and was waiting in line for over 45 minutes. There was still 15 people in front of me when a agent walk up to the line and announced that if we were in line to ask about UA 0155 to SFO that there is nothing they can do and another 10 pm flight to SFO was fully booked. Just go back to the gate and wait, there is nothing wrong with the plane and it just took off and will be here. I asked the agent if it was at all possible to rebook us for the next day due to my partners traumatic brain injury. She said there was nothing she could do and go back to the gate. I asked if the flight was over book, we would be willing to volunteer to take a flight tomorrow and this would help me because I could get my partner to a hotel to rest. She said she can do nothing and go wait at the gate.
1.5 hours later we are still sitting at the gate with no plane. Another passenger was siting next to us, he is blind and had to go to the bathroom. I helped him to the counter and he waited, the gate agent just ignored him. Finally I went up to him and said I would take him to the bathroom. When we came back the monitors were showing they were accepting volunteers to take another flight. I went to the agent and asked if we could volunteer. She said United was not asking for volunteers and we would have to wait for the plane to arrive and see if United needed any volunteers. I pointed out to her that the monitors were asking for volunteers and that my partner has a traumatic brain injury and has been sitting at the gate for the last 5 hours. If United needed volunteers it would help us get him to a hotel and would give United 2 seats. We also are very flexible in re-booking the flight so we could fly anytime it was convenient for United. The agent then asked the other agent and found out he was already taking volunteers and she could process it using certain codes. The agent did all the paperwork and gave us a voucher for the hotel and dinner. She then let us know we got vouchers for future flight. she then confirmed us on a 9 am flight to SFO the following morning. I asked if she put in the wheelchair request for my partner and she said everything was taken care of. The blind passenger then asked to fly tomorrow since the flight was over 2+ hours late and he would have nobody to pick him up at 1 am in SFO. The gate agent said he could not because United has no one to take him to the hotel so he has to take the flight and could not volunteer. I asked that means there would be no wheel chair for my partner and she said we are on our own. I walk away to ask someone how to get to the hotel. I got directions and checked out where elevators and escalators were and then returned to the gate. The blind passenger was still there arguing with the gate agent. I walk up and volunteered to take the blind passenger to the hotel so he would not be stranded in SFO. The plane finally arrive and another agent was directing passenger getting off the plane from Washington Dulles to another gate for those who missed their connecting flights. The agent also announced that they should tell the agents that the delay was caused by mechanical failure of the plane which previous agents said was not the case. She finally agreed and gave him the paperwork and booked his flight for 12:15 pm the next day. I loaded up all our carry on, my partner and the blind man and started off to the Hilton with no help from United which is in direct violation of the Air Carrier Access Act.

I have file a complaint on United.com and requested a specially trained complaint resolution official to respond but have not heard anything from United. Anyone have email or contact numbers for someone at united? Any other suggestions in getting this corrected?

[jimworcs]

As with the earlier TBI complaint, your best bet is to file this with the DOT, who regulate the Air Carriers Access Act. The link is at the top of the page.

[s194428]

I have witnessed the most appalling customer service situation ever. I was scheduled to travel from the flight from Denver to San Jose at 9.34 on First Class.s I approached the gate, I was accosted by the representative with an offer to fly on the previous flight for $50 extra. I agreed and he told me it was not going to be first class but economy. I said it was ok. When I went in, my hand baggage was snatched from me and I was put in a Seat 22E - middle. I asked the rep if I could be moved to the emergency row middle seat instead. I have never seen anyone answer me as impolitely as he did. When I asked him why he would not give me a seat that was empty given that I was downgraded, he asked me to leave if I wanted to in the most impolite tone I have ever heard "You get 22 E. You can leave if you don't like it" was what I was told - which I did. I found when I got out that my bags have however left. I now have been charged $50, have lost my bags and am at Denver Airport. I am going to blog and post this experience in every site that I can. I will make sure that over the next 2 hours that I am stuck here, this post will feature in a dozen forums. I am a Star Alliance Gold member with 500k Lufthansa Miles. This is about the worst I have been treated anywhere.

[Jmart32827]

First let me also clear up the reason for the delay of your flight from Chicago to San Francisco on August 9. UA155 was delayed because the aircraft was damaged due to environmental problems from the weather, in which case, they were able to fix these problems before takeoff. We apologize for the delay with the arrival of the original estimated time into Chicago.

United recognizes how important it is to you to get to your destination on time, and we never want to disrupt your travel plans. Our goal is to achieve the highest level of on-time performance whenever possible with safety always being our number one concern. Unfortunately, our industry faces a number of daily challenges that affect our operation like equipment repairs, poor weather or air traffic control issues.

When a flight delay or cancellation disrupts your travel, our employees should be attentive to your needs and make every attempt to minimize the inconvenience to you. Our staff certainly could have done more to acknowledge the situation and to better assist you. I regret they were not able to provide you with more up to date information at the time. Your comments have been shared with our airport operations manager who will focus on specific training areas to ensure our agents deliver the high level of service you deserve.

Let me also explain how our Denied Boarding Volunteer system works. When more passengers than anticipated check in for their domestic flight, our ticket counter agents will solicit volunteers to accept alternate transportation. This volunteer list is automatically prioritized by ticket value and Mileage Plus® status (1K, Premier Executive, and Premier). Approximately 20 minutes before departure time (30 minutes for Hawaii, and 45 minutes for international), our boarding agent will determine if volunteers are needed and solicit volunteers from the computer list. These volunteers receive a travel credit for future travel on United. I do see you were both provided with DBC Free Vouchers.

We respectfully disagree with your allegation that we violated Part 382.91 of the Air Carrier Access Act (ACAA), which directs air carriers to provide assistance when requested to a passenger with a disability in transportation between gates, in moving from the terminal entrance (or vehicle drop-off point adjacent to the entrance) through the airport to the gate and in moving from the arrival gate through the airport to the terminal entrance. I can assure you we take this obligation very seriously.

In your case, wheelchair assistance would still have been available to transport TBI passenger to a terminal entrance. Our agents would just have to call the wheelchair vendor, if the chair was still not in the gate area for TBI passenger. You were then with him to transport him to the hotel outside the airport grounds, in which case, the hotel shuttle would be available for assistance.

While it was extremely nice of you to offer to assist blind passenger, United was following the correct procedure to put him on the next available, later flight, since he was disabled and traveling alone. They were following the procedure correctly.

TBI passenger’s safe, pleasant and hassle-free travel is important to us. Regrettably, we recognize that we did not meet all your expectations on this occasion. To encourage you to travel with us and to demonstrate our commitment to our customers with special needs, we would like to extend a good will gesture. I am providing electronic travel certificates and ‘Travel Tips’, which will provide you with the requested written documentation on DOT enforcement mechanisms you had asked for. I will also be addressing your second complaint in a separate e-mail, after we obtain reports from our flight attendants onboard UA759 on August 10. I hope will allow us an early opportunity to serve you both again and regain your confidence. Your business matters to United.

[jimworcs]

Not too bad a response...at least it sounds like they read your complaint and actually responded to the issues raised. With Delta, you would have got a reply which made no sense and was generated by a computer!

[Jmart32827]

Originally Posted by jimworcs

Not too bad a response...at least it sounds like they read your complaint and actually responded to the issues raised. With Delta, you would have got a reply which made no sense and was generated by a computer!

working on a response. I am surprised United flat out denied that they did not provide wheelchair assistance and an escort for the blind passenger. I never knew the blind passenger, but step in to help. The gate agent said we were on our own, I sent United her employee ID so hopefully they can talk to her.

The DBC volunteer system does not work the way she responded. It's works more on a cattle call basis and totally at the discretion of the gate agents.

The gate agent did not even look at the blind person's ticket before saying her could not volunteer. She said it was too late and they did not have anyone to take him to the hotel.

I filed DOT complaint but not sure where to file blind/disability discrimination complaint since the DOT just logs complaints? Any ideas?

[jimworcs]

The DOT handles the complaints under the Air Carriers Access Act and is pretty strict about this, which I suspect is why United have taken such a firm line that they did not breach it with the blind person. The link above is sufficient for this. Unfortunately, in relation to that specific incident, I think the disabled person themselves would have to file the complaint.