Victims of the Aviation Industry - Injustices & Solutions

When you book a trip on an airline… you expect certain basic rights.

Gone are the days of smoking, fancy meals, attentive service, pillows and blankets.

A 1960-70’s airline economy meal included Main courses such as -

• Roast beef with mashed potatoes and gravy

• Coq au vin

• Poached fish with vegetables

• Spiced chicken

• Prawn curry

• Roast mignonettes of lamb

Desserts Included chocolate mousse, cheesecake, and fresh fruit.  Other options stuffed mushrooms with crab meat, stir-fried shrimp, fruit salads, and sandwiches. 

In 2025, it’s about fuel economy,  airline profits,  cramming more seats, offering less and less creature comforts, perhaps a snack bar in a foil packet, certainly no gluten free options,  no  beverages on short commuter flights. Steward staff are relegated to producing canned announcements, collecting trash, performing the evacuation procedures at the beginning of the flight …and making certain that the curtain between economy and first class remains closed! That’s about it! 

However, my personal tale reveals much more of a casualty where everything that could go wrong went wrong multiplied by nearly a brutal  12 hour wait. In fact, it was my SECOND experience of this type in which I had a marathon trip from hell returning to Connecticut for my brother’s Memorial last August after 17 hours!  After this more current experience, I will try never to board a plane again. 

As a single traveler with a disability, and almost no one to help, I have honed my skills and routines. Admittedly, as I grow older it is more difficult.

I may have been semi- prepared for this grueling experience, disability or no disability. I am the consummate planner for all things important.But,  I could not have anticipated this when I thought all of my ducks were in a row;

**Prolonged sitting (even with limited mobility breaks) can cause-stiffening of the muscles and joints, stress and strain on parts of the body that are compensating for muscle abnormalities can cause pain

Impaired postural control and muscle weakness; and extreme fatigue and mental stress. 

WHY did this happen? 

I was never quite sure what the cause of the MULTIPLE DELAYS in traveling  just 30 minutes away. Yes, there was bad weather throughout the country,  BUT, it also coincided with the new President implementing massive layoffs ( including the 400 FAA employees and air traffic controllers in mid February!)  There were flights that took off… I just wasn’t one of the lucky ones! 

Injustices and Sequence of Events on the Day of  Flight-

• I was up at 4 a.m. A change notice was not texted in the wee hours although they had my information; An email said 5:45 which I took as AM ( (half asleep)  NOT PM:

• A kind employee drove me to the airport. I was checked in when the ‘error” ( first of MANY changes in schedule.

• I was promised to be able to make a 2 pm plane..therefore I decided to “wait it out;”

• I sat in an airport wheelchair at a ‘lonely gate’ beginning at 6 am for at least two hours prior to anyone else showing up;

• (Traveling light is a must with balance issues. Relying on ‘a reasonable delay’ I brought no computer or book for a 30 minutes fight); ‘Nothing to bog me down except a small bag of trail mix;

• I was initially denied the standard $12.00 meal voucher. However the agent “made an exception”;

• The hard plastic molded chairs were even worse than the wheelchair with no lumbar support;

• I tried to walk a few times  short distances to try to stretch siff, sore muscles, but with no one to assist or watching possessions, I  could  not venture far for safety;

• The wheelchair assistants tried to check on me once per hour;

• In total, there were six to eight delays and cancellations  over several hours, each delivered as a reminder by email, adding insult to injury;

• I bought a beverage and used my voucher at a Nacho Hippo restaurant near my gate. It was not very good! There were limited options for nutrition especially for many people waiting several hours! I was placed on ‘Standby’ and for the few flights that did depart, I was always the last one left, with no opportunity to board! 

• There was nowhere to lay down, no rocking chairs as do other airports 

• I asked for the Supervisor of the Wheelchair Assistance who sincerely tried to help me. She listened;  found an airline supervisor who was not very sympathetic concerning my situation nor  my attempts to ‘move up the chain of command.” She wouldn’t budge.

•  I was delivered to another restaurant who made ice cream from their milkshake machine for me. 

• I tried to pass the time with my phone, emailing, and texting many people. 

• I could not have easily returned to my home - a the logistical nightmare without much more help than a ‘wheelchair push’.I sincerely believed I could wait it out; 

• I  had no luggage, could not rely on staff at my independent living community, as they are very much understaffed, getting an Uber in this situation would have been nearly impossible.  

• Late in the afternoon, the WC and Airline  Supervisors thought of using the Mobile Breastfeeding Unit as a respite for me.No joke! 

•  At that point, I was willing to try anything. It was a small trailer-like structure with a hard plastic ‘couch’ (very uncomfortable) and walls decorated with blue sky and clouds for a dreamy atmosphere…        I tried to stretch out for 30 minutes, but it did not help, despite the effort. 

• At that point I visited the restroom and fell, I believe due to extreme fatigue). I was taken to the hospital by EMT’s and spent nearly two hours in two hallways. Ultimately, testing revealed no fractures.

• Nurses were kind,  and used their connections to locate a transport company. ( except one young nurse who asked, “What was that disease you said you had?” Disease? Noooooo! Spastic Cerebral Palsy is NOT a disease! LOL

• Luggage - My clothes were sent to Charlotte, received two days later. 

• My toiletries and gluten free bagels were returned within one day. 

• After much effort I was able to relate this tale to an American Airlines employee mandated to respond to all calls concerning disabilities. She was appreciative of my many suggestions for improvement, ( including WELLNESS LOUNGES ) but would not, could not ,make me part of the conversation with administrators, nor would they provide me with any follow up! (Typical Corporate Behavior!) 

So, What’s the Solution?

Maybe this is ‘Pie in the Sky’ utopian thinking…However, I envision an airline industry who actually cares… (as long as they can make more revenue). If they insist on such tortuous behavior with ‘Act of God’ incidents and Presidential layoffs, we should be treated more humanely for the hundreds of dollars per flight. 

If they insist on forcing passengers to wait 4, 6, 8, 10,12 hours or more… I propose the creation of Wellness Lounges.

Certain services could be charged such as massage therapy, use of a pool, while other comforts as in comfortable beds, showers,, lockers, meal options, calming music selections, a stocked room for children, etc.; could go a long way to helping ‘tolerate the intolerable” These wellness lounges could be open to all passengers, NOT just the wealthy ot frequent flyers!  It could be revolutionary!  With their millions in profit, they can afford it! Just think about it… 

And now for more  useful information as a passenger…

Airline Passenger Rights as of 2025

General Rights:

• Refunds:
  Travelers have the right to refunds in certain situations, such as flight cancellations or delays. 

• Compensation for Bumping:
  Airlines are required to pay passengers compensation if they deny boarding due to overbooking, with amounts potentially reaching $1,350. 

• Baggage:
  Airlines are responsible for lost, damaged, or delayed baggage, and passengers have rights to compensation in these cases. 

• Full Price Disclosure:
  Airlines must disclose the full price of an airline ticket, including all taxes, fees, and surcharges, in their advertising, on their websites, and on your e-ticket confirmation. 

• Disclose additional fees:
  Airlines must also disclose any additional fees charged for checked bags, seat assignments, meals, or other optional services. 

Rights for Passengers with Disabilities:

• Air Carrier Access Act (ACAA):
  The ACAA prevents airlines from discriminating against passengers because of disabilities. 

• Accessible Airport Facilities:
  Passengers with disabilities have the right to accessible airport facilities. 

• Assistance at Airports and on Aircraft:
  Airlines must provide assistance to passengers with disabilities at airports and on the aircraft. 

• Travel with Assistive Devices or Service Animals:
  Passengers have the right to travel with assistive devices or service animals. 

• No Proof Required:
  Airlines cannot require proof of a disability as a condition for transportation, except in very limited circumstances. 

Compensation for Delays and Cancellations:

No US Law Covering Delays/Cancellations:
While there isn't a specific US law requiring compensation for delays and cancellations, some airlines may offer compensation in the form of vouchers, air miles, or discounts as a goodwill gesture. 

• International Laws:
  If flying internationally, passengers may be able to claim compensation under international laws like Europe's EC 261. 

• Compensation for Bumping:
  Airlines must offer passengers compensation at the airport on the same day if they are bumped from a flight. 

• Substitute Transportation:
  If the airline provides substitute transportation that leaves the airport before the airline can pay the passenger, the airline must pay the passenger within 24 hours of the bumping incident. 

THE MOST SIGNIFICANT CHANGES AND WHEN THEY’RE TAKING EFFECT:

No hassle Refunds/Vouchers tht last five years- 10-28-2024;

Defining a ‘Significant Delay - 6-2024;

Baggage Fee refunds- 10-28-2024;

Disclosure of fees for baggage, and canceling or changing a flight 4-30- 25

Airlines will be prohibited from charging families extra to guarantee a child 13 or younger will sit next to a parent oe adult trvel partner

**As of February 2025, five of the big 10 airlines guaranteed free family seating: Alaska, American, Frontier, Hawaiian and JetBlue. Five don’t: Allegiant, Delta, Southwest, Spirit and United.

Airlines guaranteeing  free family seating: Alaska, American, Frontier, Hawaiian and JetBlue. Five don’t: Allegiant, Delta, Southwest, Spirit and United.

Free 24/7 live customer service 9-13-2024;

Dashboards of passenger rights - Implemented in 2022

Airlines’ policies for accommodating travelers would be posted on the DOT website at flightrights.gov. If one of the 10 largest airlines had a customer-friendly policy for dealing with a particular problem, the airline would get a pretty green checkmark. If it didn’t, it would get a bright red X. 

DID YOU KNOW??

Other questions asked: If a traveler is stranded overnight and it’s the airline’s fault, will the airline pay for a hotel? Will it provide a meal voucher? 

The Airline Customer Service Dashboard has been a huge success.

Today, all 10 airlines will rebook on their own airline and provide a meal voucher. Six of the 10 will rebook on a competitor’s airline. Nine of the 10 will cover a hotel and pay for ground transportation if a traveler is stranded overnight and it’s the airline’s fault. 

The law guarantees this dashboard will remain online for the public!

Conclusion - Even with these ‘new and improved rights’ that need far more publicity… and ‘what if we had wellness lounges… Let the passenger beware, alwas and be as prepared as you can!

Thanks for reading! I hope it has been helpful! Please share widely! Comments appreciated!

Other blogs of interest - 1) https://donnagore.com/blog/the-to-dont-list-for-2025;

2)https://donnagore.com/blog/the-art-of-home-organization-for-seniors