Southwest Airlines has expressed regret over an incident involving two blind women who were stranded at the gate while waiting for a flight to Orlando. Their response, however, included only a $100 compensation for the hassle they experienced.
Friends Camille Tate and Shelley Brunn were set to fly back home from New Orleans on July 14th, but their flight faced a five-hour delay. During this time, they found themselves stuck when the airline rebooked all other passengers onto an earlier flight.
When they finally boarded their flight at the original gate, they discovered they were the only passengers on board. “No one said anything to us,” Brunn remarked. “No one came to get us… time has passed.”
Brunn mentioned that they were unaware of an earlier option, as no one had informed them and, unfortunately, they could not read the sign that indicated the gate change.
According to Brunn, they were told, “You’ve forgotten you, so there are only two on this flight.” Tate noted that despite having boarding passes, theirs were never scanned before the plane took off.
The women shared their story with the media, emphasizing that such occurrences reveal broader challenges disabled travelers often face.
In a statement, Southwest Airlines conveyed their apology and explained that the women were given a $100 travel voucher. They also clarified that a full refund was not possible as the pair had completed their original flight plan. “We apologize for the inconvenience,” a spokesperson said. “Southwest is committed to improving our customers’ travel experiences and works to share best practices for accommodating passengers with disabilities.”
Southwest further noted that it’s their responsibility to assist disabled passengers upon their airport arrival. However, they acknowledged that if there are any gate changes, their employees should ensure that all customers needing assistance are directed to the new gate.
In a follow-up interview, Brunn suggested that airlines need to improve their methods for helping customers requiring additional support. “The way we help those who need help needs to change,” she stated.
Tate echoed her sentiments, insisting that the way information is communicated to passengers, especially those with disabilities, certainly needs improvement.
Unfortunately, similar incidents seem all too common in the airline industry. There have been reports of disabled individuals not receiving the necessary accommodations. For example, a man was left without a wheelchair upon returning from a Hawaiian vacation, and another case involved a 79-year-old man in a wheelchair being removed from an EasyJet flight from Manchester to Athens.
