American Airlines says “no,” but a pilot says “yes”

AmericanAirlines
By | January 17th, 2016

Next time something about traveling is aggravating, remember that Denise Richard of Little Elm, Texas, would likely trade places with you.

Her flight to Ohio with her quadriplegic spouse appeared to be more of a challenge for an airline crew who should have been more prepared than to her. While struggling to help him on and off the plane, the attendants dropped him.

But just when things seemed grim, the pilot himself came to the rescue.

Air travel for the disabled is not something we’re used to thinking about in our increasingly mobile society. When I was a kid, flying on a jet to anywhere was a big — and pricey — deal for everyone. I also remember comfortable coach seats, good manners, social interaction, pleasant appearances, and pilots who mingled with passengers while showing off the cockpit to kids — sigh. But I digress.

Today, the Open Doors Organization, an advocacy group for disabled travelers, makes Disability Travel Market forecasts based on U.S. Department of Transportation (DOT) statistics and U.S. Census data. Open Doors estimates that, as of 2007, 70 percent of adults with disabilities — more than 22 million people — traveled at least once in a two-year period. Disabled travelers also spent approximately $13.6 billion on travel. DOT’s Freedom to Travel Survey, a major data source, notes that 12 percent of the disabled have difficulty getting the transportation they need, compared to three percent of persons without disabilities.


While numerous criteria, including the Americans with Disabilities Act, mandate and facilitate access on the ground for the disabled, what about the air? The DOT plugged that hole with the Air Carrier Safety Act, requiring airlines to provide boarding assistance — but the act is not specific about the degree of “extensive personal services” within the cabin.

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How are the airlines doing? DOT’s latest Air Travel Consumer Report shows 59 disability-related complaints for April 2015 – down from 67 for the same time last year; hopefully, the airlines are past the learning curve. However, in that same month, American Airlines had the second highest number of complaints (eight) of the major domestic airlines.

What went wrong

Reality dictates that air travel will never be easy for the Richards, and to their exemplary credit, they were prepared to suck it up –- more than others may be prepared to do. “We flew on American Airlines to Ohio over Easter,” begins Richard. “My husband is a quadriplegic, which makes travel challenging. It’s always a struggle and rarely goes smoothly. We try to roll with it and not get too upset.”

What followed was a not-so-funny comedy of errors. “On our outbound flight from Dallas/Fort Worth, they failed to give us a seat with an armrest that rises, despite multiple calls to the airline’s special assistance department prior to our travel date,” said Richard. “The employees struggled to get my husband up and over the arm rest, and on arrival the employees couldn’t get my husband out of the seat because he was so tightly wedged in.”



  • just me

    The pilot was the only one with any training that requires actually thinking. American Airline is rotten from the top down on nearly all issues touching customers – so their inability to assign proper seats or design airplane seats or provide decent service is not surprising. They cannot provide seats for normal people and this is why I am not surprised they cannot provide them for any level of handicap.
    The average high of young males in all wealthy, well nourished countries (USA is not one of them) is 6 feet. USA is well below at 5’9″ for number of people in poverty and hungry well above the size of most countries. But the airline are designing seats for 5’6″ undernourished populous who can walk crooked, who can seat squeezed between armrests and between each other and claim to be happy.
    On the other hand – I cringe reading the tone of comments from people who do not know second thing about what disability is or does and who hate everyone who dares to claim being disabled in an unknown to them way. Just remember the bigger hater one is, the closer to the totalitarian solutions that one is – and the ultimate solution has already been tried in the last 100 years — study the history of USA and of Germany and you’ll know where such haters take us. Does sterilization, electric shock or outright elimination of handicapped ring a bell? Of course before getting there – there are intermediate steps – such as obligating handicapped to wear special insignia on their foreheads.

  • DChamp56

    Andrew, you need your own page with just good news! If you do, sign me up for charter membership as I love reading your posts.