[targetisb2011]

I couldnt find an exact subsection to post this, so posting it at the closest.Also this involves both AA and gulfair- ticket booked through gulfair, but the flight from London to JFK operated by AA.

This is regarding the travel my mother had to make from India-->London--> JFK.

While making the booking and 2 times after the final reservation, I had called up Gulfair and AA customer service and requested assistance since she would be travelling for the first time and doesnt know english language. The customer care executives assured me of travel assistance. I even called up the American airlines, which operates the London to JFK flight, and confirmed that the request for assistance is updated in their system and everything would be taken care of:
I was assured of
- Assistance in filling up the immigration form and any other relavent forms in English
- Guiding her to the appropriate gate for the connection flight
- Help at the time of immigration, should the immigration officer ask queries in English and
- Helping her out of the airport until she finds me/anyone who comes to pick her up.

Contrary to the above promises, none of them were fulfilled.
- She had to seek the assistance of airport officials and fellow passengers to fill up the forms
- She recieved no assistance with respect to locating the appropriate transit locations. When she showed her boarding pass and asked for 'travel assistant'(yes she could have used assistant instead of assistance), the lady officials at the Gulfair desk laughed at her.
- There was no assistance at the time of immigration and she had no way of communicating with the officer
- No one accompanied her out of the airport, and she had to find and locate me.

In fact, at no location was she given assistance of any sort and she had to figure out all by herself in an unknown country,where she had no way of communicating.Needless to say, she was in tears when I met her at the airport.

I am not sure if I should file a legal case against the airline, or let my grudge die down.

[dc2las]

"Help at the time of immigration, should the immigration officer ask queries in English"

Should he?? It's the United States. Of course he'll ask in English.

So knowing your mom spoke no English, you just sent her out be herself? Was it not foreseeable that US immigration would ask questions in English?

You note that you "asked" the airline for help. Did you pay them? Frequently airlines offer this service for pay.

It sounds like your mom was not prepared to travel alone and you were not prepared to travel with her. You did not pay any extra money for immigration services and expect them, anyways. Hopefully when my mom is old I won't treat her so poorly.

[targetisb2011]

Can someone help me with useful responses, like if the
a) airline is bound to honour their commitment
b) If I have options to pursue the legal/administrative routes and if yes, how.

I would appreciate constructive discussions on the topic than the one who posted above, who wants to tell the world how caring a son he is.

Anyways, to clarify - I havent paid additional charges to the airline to give the assistance. The entered it in their system and said they would take care of it.They even sent screenshots of the entry as confirmation.I would have paid the extra amount had they asked for it, or opted for another airline, say Emirates - which I know provides these services for free.

[azstar]

The new reality is that airlines barely have enough personnel to check in a single flight, let alone have additional personnel available for people who need assistance. Sometimes an airline will have two or three flights arrive at the same time. That could mean 600+ people descending on the airport at once. They have to open the plane door, arrange wheelchair assistance, deal with mishandled baggage, connecting passengers, ad nauseum. So, in spite of what someone tells you on the phone, the only assistance you can generally be certain of getting (although there are plenty of foul-ups) is wheelchair assistance because it's required by law. It's a sad fact in the USA.

[jimworcs]

AZStar is right. The only legally enforceable rules relate to provisions under disability rights legislation in both Europe and the US. Much of what you complain of falls outside this remit. One of the irritations of this kind of issue is not the reality, it is the failure to communicate. Had the airline not reassured you, you may perhaps of been in a position to look at other alternatives, such as sending her accompanied, or preparing documents in English explaining her needs and asking for assistance. Instead, the airline raised your expectations of providing a service they simply were in no position to deliver. Whilst this may not be legally actionable, it is lamentable. Your only realistic remedy is not to fly with them again.

[NewJerseyDevils]

Originally Posted by targetisb2011

Can someone help me with useful responses, like if the
a) airline is bound to honour their commitment
b) If I have options to pursue the legal/administrative routes and if yes, how.

I would appreciate constructive discussions on the topic than the one who posted above, who wants to tell the world how caring a son he is.

Anyways, to clarify - I havent paid additional charges to the airline to give the assistance. The entered it in their system and said they would take care of it.They even sent screenshots of the entry as confirmation.I would have paid the extra amount had they asked for it, or opted for another airline, say Emirates - which I know provides these services for free.

A caring son who didn't get out of the car and meet his mother at arrivals. Or gave his Mom a letter explaining that she doesn't speak English and if immigration has any questions to call you. Someone did that to me once and I was happy to help out this person's Mom filling out forms and getting her to immigration.
and anyone can go to a lawyer and discuss your options.

[Liketofly]

i just read an article at korifaeus magazine and found it so true because my a stewardess hurt me once real bad with her wagon and shoved it into my heel.
Here is the article

Some stewardesses just push their wagons and don't care if it rolls over feet and never even apologize. Anyone else getting hurt by the wagons ?