Skip to main content

Southwest Airlines Community

Highlighted

Terrible treatment for wheelchair passengers

New Arrival

I am disabled, though can walk short distances. So at most airports I request and get wheelchair assistance. IT IS CLEARLY ON MY TICKET. I flew home to Minnesota to spend time with my daughter who was moving and a cancer survivor. I couldn't afford the ticket, but we use our Southwest Credit card to accumulate miles. My flight to Minn was fine, amazing flight attendants, my flight to Phx was fine as well. The problem was in PHX.I was the first person at the gate for our flight and didn't mind the wait. Come time to board the plane, PAULA told me TO GET OUT OF MY WHEEL CHAIR AND DRAG MY CARRY ON WITH MY PURSE TO THE PLANE. WHAT??? I'm in a wheel chair for a REASON. So, I did what PAULA told me to do. I have 4 broken bones in my back and they were hurting badly after that. I have never EVER been treated like PAULA treated me. I was in tears, a few passengers helped me lift my carry on up to the overhead-or I would have had to do it MYSELF!! They were stunned about whet they witnessed. WTH , why was she such a terrible person. PAULA even walked over to the seats that were about 10 people away from me & got a woman and escorted her walking all the way to her seat onboard, then walked back and took my boarding pass and said I could leave the chair and walk into the plane-from the ticketing gate. We have flown SW so many times and never have had such a HUMILIATING experience. I tried to hide my tears, but it wasn't easy-I was in so much pain, physically and emotionally. I would go in the on board restroom so I could cry in private.The male flight attendand was just as mean.He said a rep from the airline would come to speak to me-NEVER HAPPENED. He told Paula and she came in the plane and asked me what my problem was, told me her name and said "My name is Paula and just tell customer service the flight # and they could identify her. If this is the way your people are, we'd rather pay more and be treated with respect. Humiliating an old woman in a wheel chair is pure BS and not an airline I can support. I know nobody at SW will care, but I will forward a copy of this to everyone that will listen. That entire flight was humiliating because the flight attendant had a terrible attitude the whole time. When we landed-the other passengers got my bag down after I dropped the bag of items (and broke) I bought at PHX airport. The flight attendant watched me try to & wouldn't help me as I struggled. Just because you don't SEE a disability, don't assume someone is able bodied. I'd never use wheelchair assistance if I didn't NEED it for long walks. Shame on you PAULA at the Phoenix airport for humiliating another human being.

CHECK SECURITY CAMERA FOOTAGE, YOU'LL SEE MY STATEMENT IS 100 % ACCURATE.

added note-2 or 3 of my cherished heirloom angels were broken from the treatement. shame on all of you. Carry on is supposed to be safer for valuables.

4 REPLIES 4
Highlighted

Re: Terrible treatment for wheelchair passengers

Rising Star

So sorry you had to go though this 

 

I would highly recommend you call customer relations at 855-234-4654 that way you can talk to a southwest rep who can look in to your situation and try to help get you a resolution. 

 

hope this helps 

Blake 

Highlighted

Re: Terrible treatment for wheelchair passengers

New Arrival

Thank you Blake, I have sent a lengthy email and asked for a phone call, we will see if they even respond. Somehow, I believe it will be ignored. Then we will destroy our Southwest Airlines credit cards and frequent flyer membership cards and never fly this airline again. I understand things happen , but this was a persond choice to treat me so terribly.

Highlighted

Re: Terrible treatment for wheelchair passengers

Rising Star

Keep in mind with emails they will be responded to in the order received and the weekend is almost here so it may take a week or so for them to get to you but they will respond or call. When southwest has reached out to me by phone it has come from the 855 number posted earlier

 

Blake 

Highlighted

Re: Terrible treatment for wheelchair passengers

New Arrival

I have received a form letter stating it may take 30 days to investigate. What is there to investigate, tht would take a month. They must thing it will calm down and I won't care. The carryy on I had needed help to life had my heirloon angels in it-to keep them safer than they would have been if I had checked it. That was wrong as 2 of them were broken. THEIR FAULT.

I guess when you fly a no frills airline, you should have NO expectations. I consider myself lucky we arrived safely considering I sat in a window seat.

My only chance of flying Southwest again if it they replicate the flight-minus the horribe Paula and flight attendant on the PHX to LAS flight, he was a DB