What is a business’ obligation to handicapped patrons?

[hoosierdoc]

This woman has Parkinson’s and apparently was traveling independently. There was an issue with her flight and it was rescheduled for the next day. She was left in a wheelchair at the gate supposedly for hours.

what is the obligation of a business to handicapped individuals? She was offered a hotel room but could not get there on her own. She has advanced parkinson’s.

is this just an airline failure, or also an inappropriate expectation by her and her family?

https://www.chicagotribune.com/business/ct-biz-woman-wheelchair-left-at-ohare-20181203-story.html

 

[Expat]

I didnt read your article but saw the story on the news this morning. First thing I thought was "if mom is that helpless, why did her son drop her off and not make sure she got on the plane okay?".

 

[femurphy77]

Son dropped the ball when he dropped mom.

 

[Spear Dane]

Technically the son dropped the ball except...would TSA even allow him to go back there with her? Last time I flew only ticketed pax were allowed to the gate areas.

 

[eldirector]

My $0.02: inappropriate expectations.

Trust me when I say I understand the difficulty of traveling for those of us who are disabled. It is not easy, nor is it cheap. Expecting complete strangers to take care of your every need and whim is just simply too much. Would it be nice if someone too pity on them, and helped them out? Sure. But to assume that the airline, airport, bus line, hotel, etc... would take on the responsibility (and risk) at no cost?

The article states that these folks should be treated as "unaccompanied minors". Here are American's policies:
https://www.aa.com/i18n/travel-info/special-assistance/unaccompanied-minors.jsp

According to the above, it is the parent/guardian's responsibility to get the minor ON THE PLANE. If it is canceled or delayed, the minor will stay WITH the parent/guardian. You can't just leave them near the gate, and expect the airline to take care of everything. Same on the receiving end. You can't just assume the minor will make it from the gate to wherever. Someone MUST pick them up AT THE GATE. The family of this woman bears this responsibility.

My only other advice for the airline, would be to call social services (via Law Enforcement) when something like this happens. Still is NOT the airline's responsibility, but they can at least notify someone who is in a position to take the next step.

Traveling without assistance, without medication, and without a cell phone charger? Seriously?

 

[hoosierdoc]

I was comparing them to unaccompanied minors in my head. Good to see airlines feel the same way.

adult protective services call? That would probably get blown up too, though it sounds like the right thing.

We have people demand ambulance transfer their family member back home (who is capable of walking) because they are incontinent or dirty and their car is too nice.

Can you imagine telling your dad that?

 

[HoughMade]

The airline assigned a porter to get her to where she needed to go. Having undertaken that duty, they should see it through.

Also, they got Mom to the gate, but the flight was cancelled after the family left. I guess he should stay there until the flight leaves. I would have.

Sounds like everyone could have done better.

When it comes to "obligations", a little less focus on "what's the very least I have to do" and a little more focus on "how can I be a decent person today" goes a long way.

"Owe no one anything, except to love each other, for the one who loves another has fulfilled the law."

So, if anyone involved in this situation was going to act like they loved a fellow human being (especially one in need), what would they have done?

 

[hoosierdoc]

If the porter truly just up and left when his shift was over then that’s terrible and likely the cause of the breakdown from the airline standpoint. When your shift is over and you’re in charge of someone, you can’t just leave them.

Doibt we’ll ever know the outcome of the internal audit though

 

[JettaKnight]

I didnt read your article but saw the story on the news this morning. First thing I thought was "if mom is that helpless, why did her son drop her off and not make sure she got on the plane okay?".

Are you allowed to get past the gestapo checkpoint if your escorting a wheelchair-bound charge?




Another thought... there was probably 100 other passengers delay along with her... nah, they were too busy recording the events.


Thought #2 - next time, drive from Chicago to Detroit.

 

[HoughMade]

Are you allowed to get past the gestapo checkpoint if your escorting a wheelchair-bound charge?

Another thought... there was probably 100 other passengers delay along with her... nah, they were too busy recording the events.

Thought #2 - next time, drive from Chicago to Detroit.

I think that exceptions can be made....but get ready for the real security check.

In this case, the son also had a flight, so he went with his mother to the gate and waited there until he had to leave to board his flight. Apparently he was not going to Detroit.

But, yeah, there are dozens of ways that could have avoided Mom being left alone and helpless. Everyone always expects everything to go perfectly...what evidence to we have, in life, that this is a reasonable expectation? Especially when dealing with a person who is helpless, I don't think I would plan on everyone being saints and everything coming off without a hitch.

As a junior road warrior for work (flying 6-8 times a year), I try to always have a contingency. I learned this lesson the hard way by having 2 flights within a few months cancelled and they were the last flights of the day. Guess who doesn't fly the last flight of the day anymore? I bet son could have found a flight that left after Mom's...I would have.

...and it sure would have been great is some airport employee would have taken note of this poor lady sitting in the same place for hours on end and done....anything​.

 

[Clay Pigeon]

Technically the son dropped the ball except...would TSA even allow him to go back there with her? Last time I flew only ticketed pax were allowed to the gate areas.

Yes they will, no different than having an underaged child. Been there done that many times.
You take your child or parent to the ticket agent and they give you a pass to get through security. You stay with your child or adult and watch them load and take off before you leave the boarding gate.

 

[hoosierdoc]

I’m guessing the wheelchair she was in was a “safety” one meaning it cannot be moved unless you squeeze a lever on the back. Also probably didn’t have access to the wheels to move them. Basically stopping her from moving herself, something she seemed capable of doing a bit on her own based on video.

 

[Alamo]

...I bet son could have found a flight that left after Mom's...I would have.

...

I'll bet son could also have found a seat on the same plane as mom at the time they booked the tickets,escorted her to her destination, then flown to wherever else he needs to be.

The airline may or may not have done so well, but there were family in Chicago that went and found mom at 0130 when she didn't show up at her destination, so there was family in Chicago that could have made sure she go on her flight. But didn't.

yumpin' yiminy.

Mom better look for new family before her health gets any worse.

 

[tsm]

News is saying the airline has video showing it didn’t work out quite the way the family described. Can you say “hoping for a payout?”

 

[Thor]

This is the kind of travel experience that I've come to associate with O'Hare. Life is too short to fly through Chicago. When flights start to cancel there nothing good happens.

 

[HoughMade]

This is the kind of travel experience that I've come to associate with O'Hare. Life is too short to fly through Chicago. When flights start to cancel there nothing good happens.

I fly Southwest, so I fly from Midway. Never had a bad experience there. TSA Precheck FTW.

 

[femurphy77]

This is the kind of travel experience that I've come to associate with O'Hare. Life is too short to fly through Chicago. When flights start to cancel there nothing good happens.

I fly Southwest, so I fly from Midway. Never had a bad experience there. TSA Precheck FTW.

I've flown thru many large airports and I hold Ohare and Philly to the same low standard. I feel for the lady, on top of her own personal issues Ohare has to be at the top of the list for worst airport to overnight at. And that is coming from somebody with the option to get up and walk around/leave etc.

 

[Thor]

There's a Brachiosaurus skeleton standing in O'Hare, I think it went extinct there waiting for its connection.

 

[Thor]

I fly Southwest, so I fly from Midway. Never had a bad experience there. TSA Precheck FTW.

Unfortunately, SW goes to few places I need to get to...pretty much keeps me on Delta to avoid ORD.

And yes, TSA Precheck. I do find it unfortunate that we need to pay the government a fee to avoid unreasonable search and seizure.

 

[HoughMade]

Unfortunately, SW goes to few places I need to get to...pretty much keeps me on Delta to avoid ORD.

And yes, TSA Precheck. I do find it unfortunate that we need to pay the government a fee to avoid unreasonable search and seizure.

I get it. Southwest doesn't go everywhere, but I'm normally going to N.Y., Boston, D.C., L.A. or San Diego, so it works for me.

I had to go to Rochester, N.Y. last year. I flew a United affiliate out of O'Hare. Not a great experience.