[Jmart32827]

We were re-booked on flight number UA759 on 8/10/2010 confirmed by the gate agent the night before because UA0127 was overbooked and over 2 hours late. The gate agent did not give us seat assignments. We got up the next day and walked from the Hilton to the terminal with out any wheelchair assistance which a passenger needs since he has a traumatic brain injury (TBI) and is federally disabled person. His permanent record with United should have been notated since we have been flying since his injury in 2005. We arrived at the gate and I immediately went up to the gate agent and advised her that TBI passenger and I were here and he was disabled with a traumatic brain injury. The agent said we would have to sit and wait for her to find seats for us even thou we were confirmed we did not have seats and probable would not be sitting together. I advised her that TBI passenger can not sit alone as he has a brain injury and I need to sit with him to accommodate his disability. She said well if I can then she will seat us together. I advised her if we do not sit together we can not take the flight since his cognitive abilities are impaired. I volunteered to be put on another flight if it would be easier for her and was told to just wait till she calls our name. I then told her TBI passenger needs early boarding or he needs a wheelchair to take him to his seat because of his disability. We waited for 45 minutes and they started to board. I went up to the gate agent and reminded her that TBI passenger needed to board early because of his disability. she said she still did not have seats and I would have to wait. I again volunteered to take another flight, especially since they were already boarding. She ignored me and just kept typing. A passenger came off the plane and was complaining about seats and asked for a supervisor. The agent yelled across the gate to the other agent to call a Supervisor. I asked to speak to the supervisor also and again was ignored. she turned to me and said here are your seats, you are sitting together but it is an exit row so can you help in case of an emergency. I told her no because TBI passenger has a brain injury and will not be able to follow emergency instructions. She took the boarding passes back and asked me to sit down. I again volunteered to take another flight, she again asked me to have a seat. she then announced that the flight was full and asked for volunteers to take a later flight. The agent took other people's tickets right in front of me and then handed me 2 boarding passes and said the gate is closing and I needed to get on board now. I was speechless, the entire plane had boarded and I needed extra time to get the TBI passenger on board. Then announced the flight was closed and all standby passengers would have to go to the customer service area to re-book their flights. I had to get TBI passenger on board without any extra time; he tripped walking down the ramp, hit the wall because he was rushing and the other gate agent that was walking the plane manifest down said "Oh take your time don't hurt yourself". We made it to the door of the plane and the Purser said all the overhead bins were full and we had to check all our carry on. I told them my carry on could go but TBI passenger had to be on board because it has his medication and his special assistance equipment. The purser said well take his meds out and carry them with you then check the bag. I told her no he has 11 medications and his hearing equipment was in the bag. The agent said either get on the plane or return to the gate. I did not know what to do. The purser said wait and went into first class and found an overhead bin totally empty. She took the bag with medications and put it in the empty overhead and told us to get to our seats. As we made our way to our seat every one was looking at us like we were holding all of them up. The TBI passenger had to hold the seat as he made his way down the aisle while passengers were trying to duck or move out of the way. It was very embarrassing and that was just the start.

The purser came back to our seat and started to question the TBI passenger about his disability. She asked him what was his disability, and if he would need oxygen during the flight or if he would stop breathing during the flight. The TBI passenger said no it was just his head and she kept asking and finally in frustration let me handle it. I had to explain to her in-front of all the passengers around us that the TBI Passenger has a traumatic brain injury and that interferes with his cognitive abilities of short term memory and balance/mobility. I advised her that there was no safety concerns for Brent to fly, that he had mobility and memory issues.She then asked if he had a medical clearance letter to fly. I advised her we have been flying for the last 5 years with United and only United and have never had been asked for medical clearance besides his traumatic brain injury has been documented in his United permanent record. The purser the went to the captain to discuss the problem disabled passenger while she was discussing the ground crew closed the door. The purser came out of the cockpit and was upset that the plane door was closed. She started to bang on the window of the door with her hand. She then got on the phone and seemed frantic. She then went back into the cockpit and spoke again to the captain. The plane and passengers were locked and loaded and we were still at the gate. The purser came out of the cockpit and the ground crew opened the door and handed the purser a printout. She took it to the captain and after a few minutes she came out and we pushed back out of the gate. The pursers passive/aggressive behavior was upsetting and very unprofessional. I had to show restraint and make a conscious decision to resolve this blatant discrimination at a later date. Even thou we were shown no respect, I wanted to respect the other passengers on the flight. The flight crew, from the pilot to the purser, the gate agents and staff, need to be retrained to understand discrimination against people with disabilities.

This entire episode from beginning to end is in direct violation of the Air Carrier Act and the DOT rules of passenger rights and discrimination on the basis of disability. Airlines may not refuse transportation to people on the basis of disability. We spoke to another passenger on the flight, whose father had a stroke and also needed help with his disability. The crew did not question his ability to fly or ask him for a medical clearance letter to fly. The gate agent should have allowed us to voluntarily fly at a later time. The gate agent forced 2 passenger to fly without any accommodation for a disability and upset other passengers that were begging to get on the flight and were left at the gate. The gate agent also took passengers that volunteer after we did and place them on other flights. I was almost begging to get off the flight because no one was accommodating the TBI passenger's disability. Even when we got off the flight there was no wheelchair or assistance. We asked the attendant that was there to escort an underage passenger, he just shrugged; we asked the stewardess, who said they should be there; we tried to ask the gate agent and she was to busy working on the next over booked flight. The final disappointment was we paid for economy plus and was put into economy and want a refund for that portion.

I filled a complaint on United.com and have yet to get a response. any suggestions, help or comments?

[jimworcs]

Outrageous. You need to file a complaint with the DOT. There is a link to the relevant section in the Quick Links at the top of the page. Their lack of empathy is one thing.. when you asked for early boarding or a wheelchair to assist with boarding, they were LEGALLY OBLIGATED to comply...United are in the wrong and you should pursue this via the DOT.

Let us know the outcome.