Customer Service Delta didn't provide wheelchair or any help in Atlanta

WONTFLYDELTAEVERAGAIN · Aug 13, 2009, 2:07 PM

I won't ever fly Delta again. What an unprofessional bunch of slackers.

I was supposed to have a wheelchair waiting for me when I arrived in Atlanta on August 12th. Not only wasn't the wheelchair there, when I asked the clerk, they couldn't be bothered. When someone did show up 15-minutes later, they didn't have a wheelchair and didn't offer any advice or suggestions. So I had to take my cane and limp to my connecting flight!

I am planning on filing a complaint with both state and federal authorities for abuse of the handicapped and elderly.

If someone, anyone, had been willing to at least listen and offer help, it would be one thing, but the Delta employee's simply didn't give a damn!

I WON'T EVER FLY DELTA AGAIN!

Butch Cassidy Slept Here · 4:34 PM

One passage, from a page of the US Dept. of Transportation website, in commenting on the Air Carrier Access Act, states:

Airlines must provide enplaning, deplaning and connecting assistance, including both personnel and equipment. (Some small commuter aircraft may not be accessible to passengers with severe mobility impairments. When making plans to fly to small cities, such passengers should check on the aircraft type and its accessibility.)

See: http://airconsumer.ost.dot.gov/publi...ights.htm#pass

The airlines, doubtless, will "pounce" on the passage I've highlighted in red. What is a "severe mobility impairment?" Is it just double amputees that qualify? What about someone with parkinsons--there are degrees of that illness. When someone DOES qualify, is there any requirement on the airlines as to timeliness of compliance? Can someone be kept waiting 2 to 3 hours, as some horror stories have described?

Based on the last sentence: Does an airline have the right to refuse boarding assistance onto small commuter aircraft, such as a Beech 1900?

In the meantime, the OP should mail a complaint to the DOT, with a "carbon copy" to Delta Air. Writing only to Delta Air may, at best, yield some worthless travel vouchers. If there is a possibility a violation of the "Access Act" has occured, and DOT will not be taking action, the OP should request a check, from Delta, for at least 10% of the amount of the estimated fine. Accordingly, I’d request a check for $100. Delta will probably laugh at such a request. Still, I'd make it anyway.

In addition to a summary of what took place, the letter to the DOT should detail the extent of the disability. Ideally, a doctor's statement, or relevant medical records, should be enclosed. Delta (or any other airline) will probably try to say the OP did not need a wheel chair.

Butch Cassidy Slept Here · Aug 13, 2009, 5:24 PM

I note that "severe mobility impairment" applies in the context of access to some commuter aircraft. Still, the question of WHO is entitled to wheelchair assistance remains relevant. Do the airlines have a "blank check" on this question? Or, does the DOT have specific criteria?

Another strategy Delta, or any other airline, might use to evade their responsibility is to lie and say they were never advised wheel chair assistance would be needed. Accordingly, when time permits, a letter, sent to the airline, prior to the trip, by certified mail return receipt requested would provide documentation of notification. Along with the request for wheel chair service, a copy of one's receipt for the ticket purchase should be enclosed. If the airline then ignores the request, a copy of this request, with photocopies of the signed return receipt, should be mailed, with a complaint letter, to the DOT. In ALL cases a request for wheel chair service should be requested for notation on the reservation record if that's possible.

WONTFLYDELTAEVERAGAIN · Aug 13, 2009, 6:28 PM

I've filed a complaint with the DOT. I was told by the stewardess on the flight into Atlanta, that a wheelchair would be waiting for me. It wasn't and then the rude treatment by Delta people, was what made me angry. I don't want any money from Delta, don't want any vouchers. I just won't fly them ever again. Unprofessional jackasses and if they treat someone, the way they treated me, can't imagine the haphazard way they must service their airplanes. Just wanted to vent someplace public and warn others who need wheelchair assistance, to be forewarned, that Delta has and will drop the ball and leave them stranded.

getoutthere · Aug 13, 2009, 8:36 PM

The airlines don't supply wheelchairs. It is always through a outsider contracted vendor. We used to check the flight manifest and call with radios as to how many wheelchairs we needed. Sometimes there weren't enough for everyone right away so it took longer.

jimworcs · Aug 14, 2009, 12:00 AM

Then get more... Delta is sets the terms of the contract. It is pathetic the way airlines and their employees seem to think that if they sub-contract services to other companies they are no longer responsible. That is ridiculous and nonsense. Delta has by law to supply wheelchairs. They can't evade the law by sub-contracting it away and not contracting sufficient wheelchairs.

The_Judge · Aug 14, 2009, 3:06 AM

getoutthere......you seem to be an airline employee (or former) but have not desigated youself so. Might wanna do that.

As for your info about airlines don't supply wheelchairs........Wrong. I guess it depends on the airport but the airline I worked for not only supplied the wheelchairs, in the airport I worked at, we, the customer service agents and supervisors, handled the wheelchairs and the straightbacks (aislechairs) Please don't make blanket statements.

As for the OP, I'm sure the DOT rep here would be very interested in this complaint. It is against federal regulations to deny a wheelchair request. Pursue this and hopefully Delta will learn it's lesson the hard way.

Jetliner · Aug 15, 2009, 6:47 PM

Quote:

Originally Posted by getoutthere

The airlines don't supply wheelchairs. It is always through a outsider contracted vendor. We used to check the flight manifest and call with radios as to how many wheelchairs we needed. Sometimes there weren't enough for everyone right away so it took longer.

That doesn't matter. As far as the DOT is concerned they work for the airline, and therefor are part of the airline. Per the regulations the airline cannot keep someone needed a wheelchair waiting longer than 15 minutes.

In the case of the original post, there is no reason Delta couldn't have had this waiting. I can understand a flight with 10 passengers needing wheelchairs landing in someplace cornfield airport, but Atlanta has plenty of staff.

To the original poster - you need to call Delta and tell them you want to file a complaint with their Complaint Resolution Officer for a disabilities violation. Word it just like that. The CRO is NOT there for general complaints, much as the term sounds. Those people deal with any complaint with regards to the Air Carrier Access Act (ACAA). The airlines are required to have at least one of their agents trained in this function, but they will also have someone at the corporate level. If you encounter even a hint of a problem getting ahold of that person on the first phone call, then include this with your complaint to the DOT.

The ACAA also provides very strict rules for them to follow up.

After you have called Delta, then file a complaint with the DOT at http://airconsumer.ost.dot.gov/escomplaint/es.cfm

PHXFlyer · Aug 15, 2009, 7:18 PM

You are all partially correct. In Atlanta the "wheelchair jockeys" are indeed Delta employees. Technically they are employed by Delta Global Services which is a wholly owned subsidiary of Delta Airlines. DAL Global Services also employs the SkyCaps, aircraft cleaners, and baggage handlers. So in a way they are contract employees but they aren't at the same time! DAL Global also provides contract services to other airlines mostly at Delta hubs and some outstations.

JR in Orlando · Aug 16, 2009, 12:51 AM

Under the terms of the Air Carrier Access Act, would a person who can walk to his connecting flight be considered "disabled?" The op was able to walk between flights although with a limp. Where is the cut-off as to the services required to be provided? Does the refusal to provide a wheelchair at the passenger's request constitute a violation of the Act, regardless of the mobility or physical abilities of the passenger?

The_Judge · Aug 16, 2009, 3:40 AM

Quote:

Originally Posted by PHXFlyer

You are all partially correct.

Sorry, I wasn't asking for confirmation, I was stating a fact. I am 100% correct in my experiences, not partially. I have transferred more people in wheelchairs and aislechairs than I care to remember. Being a small guy, it's not easy moving folks that are larger than myself and immobile.

Jetliner · Aug 16, 2009, 5:40 AM

Quote:

Originally Posted by JR in Orlando

Under the terms of the Air Carrier Access Act, would a person who can walk to his connecting flight be considered "disabled?" The op was able to walk between flights although with a limp. Where is the cut-off as to the services required to be provided? Does the refusal to provide a wheelchair at the passenger's request constitute a violation of the Act, regardless of the mobility or physical abilities of the passenger?

Under the ACAA if the person asks for a disabled service, then that is the cutoff. Just the fact that she asked for a wheelchair, then in the eyes of the DOT she is disabled and the airline is required to provide the service. The airline is not allowed at all to question her about her disability. The only time the airline can question someone is more out there type things, such as someone wanting to bring an odd animal as a service animal.

As to you second question, Yes, just the fact that they failed to provide the wheelchair, they are in violation.

getoutthere · Aug 17, 2009, 9:24 PM

Of course its a violation but my point was just that sometimes it takes longer to actually find one. I worked in Chicago and the wheelchair service is from a company called Prospect Services. We would contact them by radio and they would show up at the gate (not always right away.)

Jetliner · Aug 18, 2009, 2:46 AM

Right, but she said she asked for one, waited 15 minutes, and when someone showed up, they still didn't have a chair, and she had to walk to the next gate. They did not provide the requested service. And that is why the DOT is very strict on this point, and the 15 minute rule. They don't want someone waiting around, only to have to walk anyway. This was a violation of 382 (ACAA) end of story.

Gromit801 · Aug 18, 2009, 4:22 PM

I do wonder what would happen, if all the chairs were in use. I've been at the airport on occasion where that has happened. I saw a lot of airport wheelchairs in use, and asked one of the employees about it, and they said they ran out of wheelchairs, and some people were waiting for them as well. Talk about a rock and a hard place.

I think if I had a condition that required a wheelchair, I would bring my own just to be on the safe side.

Butch Cassidy Slept Here · Aug 18, 2009, 7:46 PM

I think if I had a condition that required a wheelchair, I would bring my own just to be on the safe side.

Film at 11!

You mean, Gromit, that you would CHECK your wheelchair, THEN use the airline's wheelchair service to get to baggage claim at the destination (assuming that is possible.)

So, Gromit, what's this about people not knowing what they're talking about???

Oh, and if someone on here is saying there's a fold-up wheelchair, that fits under the seat, could we please have a link for it--which includes a pic. THAT would be a sight to behold!

Gromit801 · Aug 18, 2009, 10:48 PM

Quote:

Originally Posted by Butch Cassidy Slept Here

So, Gromit, what's this about people not knowing what they're talking about???

That would still be you.

Take own wheel chair to gate, gate check own wheelchair after transferring to an aisle chair for the brief trip to your seat. Reverse application upon reaching destination.

Butch Cassidy Slept Here · Aug 19, 2009, 2:00 AM

Yes, I know Gromit, it doesn't matter to you. Using your example, there is no difference between a mainline and a commuter flight. Well, lets play "Pretend." We'll assume that, somehow, you manage to get your personal wheelchair through TSA, and you're going to try to gate check it, in the jetway, at the aircraft door, or something like that. Now, you're at your destination airport, still on a mainline flight. Your plans, again, for retrieving your wheelchair? What, you snap your fingers and the airline staff drop everything, spring into action, retrieve your wheel chair from the baggage hold, then bring it up to the gate for you. Yeah, you're right buddy. You sure know what you're talking about!! Ha!

Now I guess you'll have to get one of your fellow stooges on here to lie and cover for you.

The_Judge · Aug 19, 2009, 2:50 AM

It is allowed if not required by some federal agency (Butterfinger can help me on this) that 1 (one) wheelchair will be allowed on the aircraft to be stored in the forward closet. So taking your wheelchair and not gate-checking it could be an option.

Jetliner · Aug 19, 2009, 5:38 AM

Quote:

Originally Posted by Butch Cassidy Slept Here

We'll assume that, somehow, you manage to get your personal wheelchair through TSA, and you're going to try to gate check it, in the jetway, at the aircraft door, or something like that. Now, you're at your destination airport, still on a mainline flight. Your plans, again, for retrieving your wheelchair? What, you snap your fingers and the airline staff drop everything, spring into action, retrieve your wheel chair from the baggage hold, then bring it up to the gate for you.

Well, that's pretty much what would happen, sans finger snapping. If the chair is checked at the gate, it is brought back to the gate. The only exception would be if it were checked to the final destination. In that case, the chair would be taken to the connection flight, and the passenger transported by an airport wheelchair to the connection. But that's only if the passenger asks to do it that way. And some do. If they have an electric wheel chair or if it's a scooter, the batteries MUST be disconnected. And the fewer agents that have to disconnect and reconnect it, the better for the chair. Besides, it takes time, and the passengers know this, so rather than eat connection time and risk missing a flight, they have it checked through.

So, what we have here, is someone that has stated how things work, and then someone who has no clue saying the first person is wrong.

On to Judge's question, which I can answer, although butterfinger can chime in as well.

The airline is only required to have an in cabin stowage space if the aircraft has 100 seats or more. It does not have to be an actual closet. Also, the ACAA states that the wheelchair has to fit within the dimensions of the stowage area. So, if you have a huge electric wheelchair, it still may not go in the cabin, even though you ask, and that's legal under the law. The DOT does understand that planes have limited space.

JetBlue ran into a catch 22 a couple years ago, and actually, I'm not certain what solution they came up with. But what happened was, they started flying 100 seat regional jets, the Embrear 190. There is no closet on that aircraft, and no room for one. So they tried to get an exemption from the DOT, but the DOT said no. So the only solution they could come up with at the time was to remove 2 seats from the plane to put in a closet, but that would make the plane exempt, and hence no need for the closet.

AirTran had a similar situation with the 717. There is no closet on board, and no room for one. However, the first row of coach has a bit more legroom, so they came up with some sort of floor strap system. Along the floor of a plane is a set of tracks running from front to back, that the seats all attach to. What they do is if they have a wheelchair to be stowed on board, they don't seat any passengers in that row of coach on the 2 seat side, and instead put the wheelchair there, and strap it to the floor tracks. I'm thinking JetBlue must have come up with some similar solution because the E190's hold 100 passengers.

The_Judge · Aug 19, 2009, 6:00 AM

Quote:

Originally Posted by Jetliner

On to Judge's question,

Sorry....it wasn't a question. I was stating a fact. As you said, the chair has to be of the correct dimensons but it is allowed/required to let one onboard.

Gromit801 · Aug 19, 2009, 4:13 PM

Butch, how is life under a tin foil hat?

You don't know anything about railroads, and you don't know anything about airlines. You're like people who watch FOX news and think they know what's going on in the world.

Butch Cassidy Slept Here · Aug 19, 2009, 7:44 PM

Butch, how is life under a tin foil hat?

Reported as abusive language.

WONTFLYDELTAEVERAGAIN · Sep 1, 2009, 10:36 AM

Delta/Northwest, finally answered my complaint. Only took them 3-weeks, but its obvious that they really don't care about customers, so this came as not suprise.

They did admit they made a mistake and offered me a $100 credit. I've written to them to "Shove" the credit and kiss my business good bye.

The fact that "I HAD TO WALK" to my connection has been twisted by you ignorant morans to suite your own needs and keep this discussion going.

I STRUGGLED WITH NO HELP to my connection, which thankfully wasn't too far away. I spent the next two days recovering because of this assinine "mistake" by Delta.

As state, I WILL NEVER FLY DELTA AGAIN.

I thank those of you who have offered factual information, and I have filed a complaint with the DOT.

On a personal note, I think its Atlanta. This is the most shabbily run airport I have ever witnessed. Disorganized, dirty, and rude, seems to be the Standard Operating Proceedure for this bunch. Honestly never seen such an unprofessional bunch of people, who get paychecks, for doing a job. I will avoid Delta and Atlanta at all costs in the future.

For those who offered help, Thank you!

For those of you who made excuses, defended the Delta people who admitted that screwed up, UP YOURS! I truly wish on you, a disability, and then run into people like yourselves, and see how you handle it!

To the folks who run this forum, thanks for providing a way for someone who is disabled to air a complaint and get some help!

Delta is one shabby airlines, and people with disabilities should avoid it and Atlanta airport at all costs.