The Portland quad rugby team and members of three other teams, about 20 wheelchair users in all, were booked on a United Airlines flight from Louisville to Chicago Sunday night. We gave United hours of direct advance notice and told the gate staff we would need multiple aisle chairs and multiple staff to board. They didn’t listen.
What ensued over the next 12 hours was the single worst travel experience I’ve endured in over 20 years of traveling the world as a Paralympian, athlete and wheelchair user.
When it was time to load, they had one aisle chair, and it took over an hour to load everyone. We then spent two hours sitting in the plane on the tarmac because United couldn’t get their de-icer equipment working.
When it was all said and done, United forced us to deplane and reboard three times, claiming all along that we were still going to leave. They only had one staff assisting, so our 75-year-old helper was forced to help with transfers.
The flight was supposed to depart at 6 p.m. By 1 a.m., United officially “delayed” the flight until the morning and issued hotel vouchers. With no accessible transportation, quads who couldn’t transfer themselves to a standard taxi had to spend all night in baggage claim. One person had a bowel accident. No one had access to checked luggage or checked mobility equipment.
Because I could transfer to a standard SUV, I finally made it to a hotel at 2 a.m. with my 7-year-old son. With United providing no information about how we would be able to get out of Louisville, I canceled my tickets and spent $850 to get me and my son a flight on another airline. We don’t have our personal luggage. My rugby wheelchair and equipment are lost in United’s system.
It is a complete failure on the part of United Airlines — a total disregard for the needs or the safety of disabled passengers. The entire system of air travel for wheelchair users needs to change. It is broken and it is dangerous.
Hopefully my son and I will make it home today. Hopefully everyone else will too. Our mobility equipment, who knows?
Apparently United Airlines did not get the memo about dignified travel for passengers with disabilities. Let the airline know what you think by submitting a United Airlines Complaint Form.
Support New MobilityWait! Before you wander off to other parts of the internet, please consider supporting New Mobility. For more than three decades, New Mobility has published groundbreaking content for active wheelchair users. We share practical advice from wheelchair users across the country, review life-changing technology and demand equity in healthcare, travel and all facets of life. But none of this is cheap, easy or profitable. Your support helps us give wheelchair users the resources to build a fulfilling life. |
