Tonight I feel like telling my
@AmericanAir story, because they deserve it.
My parents both have dementia, actually my Dad has Alzheimers and my Mom has dementia.
When they needed to get to a funeral for a family member, it was clear someone from the family needed to chaperone them to ensure safe travel, and I was happy to do that.
I booked the tickets, for the three of us, and booked wheelchair service for our American Airlines flight from Madison WI to Grand Junction CO.
When looking for flights, my only goal was to find the most convenient flight for my parents - to limit the stress of flying, traveling, in unknown places.
Typically, a United flight from MSN to Denver would be the path, with a quick jump to Grand Junction.
For the time of our flights, that would mean a six hour layover. instead, I chose to fly MSN to DFW, with a one hour and 15 minute layover.
In
@MSN_Airport our wheelchairs were there, as expected, and as booked.
Being slightly nervous about our shorter connection, I asked the agents to call ahead to DFW and double check if our wheelchairs would be there, I personally overhead this call and was assured they would be there.
They were not.
And this is where things start to fall apart, get dangerous, and then fall apart again.
Our wheelchairs were not there, terminal C, we needed to get to B1. 35 minutes later, still no wheelchair - my parents (both with dementia) were allowed to get on a golf cart, to try and make the flight.
I was not allowed to go with them, because I was not "disabled". This meant my parents, who have me along purely to chaperone, were seperated from me - no clue what was going on, and I had to run - physically - to try and meet them at the gate.
We missed our flight, and as a result, missed our family funeral visitation - the sole purpose of the flight.
A couple things make this worse:
1. Once dropped at B1, and missing our flight - we still had no wheelchairs, and the golf cart left. The flight was already gone, because we were significantly late. Abandoned is the word I'd use, because a gate agent rebooked us on a flight out of gate B28, six hours later, without bothering to care we needed a way to get there - and that walk is significant.
We waited another HOUR, and got one wheelchair. Two hours later we finally had the two wheelchairs we booked.
Nothing can replace what we went through, dangerous - fear and stress - and most importantly, a missed funeral.
Americans response to this? First they offered a voucher for lunch. I declined. Next, I emailed this story to the CEO Robert Ison, who thought he could buy us for a $250 credit.
The kicker to all this? While in the air on our first flight.....American was trying to buy our seats because they oversold it, for $450 a seat. We obviously didn't accept this, because we wanted to get to the family funeral - the whole reason for our travel!
So us not taking the $450 offer per seat, meant we missed our flight, missed the funeral, experienced extreme amounts of stress - and somehow that is owrth $250 to American Airlines.
I don't want a single penny from this company, I don't want flight credits - I honestly never want to fly with them again. What I do want? For others to hear this story, for them to formally apologize to my parents, and for some type of penalty to be applied to them that is significant enough they can never treat another customer like this, ever again.