Southwest Airlines Faces Backlash After Leaving Blind Passengers Behind
Southwest Airlines has issued an apology to two visually impaired women who were inadvertently left at the gate awaiting their flight to Orlando, while offering them a mere $100 as compensation for their distress.
On July 14, friends Camille Tate and Sherri Brun intended to return home from New Orleans, but faced a five-hour flight delay. During this time, the airline rebooked all other passengers onto an earlier flight, leaving the women without guidance.
Upon finally boarding their flight, they discovered they were the only travelers on the plane. “Nobody informed us about anything,” Brun told news outlets. “No one came to assist us while we waited.”
The two women were unaware of the earlier flight option because they lacked both announcements and written notifications regarding a gate change.
Brun recounted being informed, “You two are the only passengers on this flight because they forgot about you,” as they were told their boarding passes had never been scanned.
The friends decided to share their experience with the media to shed light on the challenges faced by travelers with disabilities, which often go unnoticed by the general public.
In response to the incident, Southwest Airlines offered a $100 travel voucher, explaining they were not qualified for a full refund since technically, the women had completed their original journey. A representative from the airline stated, “We apologize for the inconvenience. Southwest is always striving to enhance our customers’ travel experiences and we actively collaborate within the airline industry to share best practices for accommodating passengers with disabilities.”
The airline emphasized that passengers must communicate their need for special assistance to Southwest staff upon arriving at the airport. However, they acknowledged that their employees are responsible for helping customers who need assistance make it to the new gate in the event of changes.
Brun expressed that more needs to be done by the airline to prevent such situations in the future, indicating a need for improvement in their services for passengers requiring additional support.
“Follow-up must be prioritized in assisting customers in need,” she remarked.
Tate added that the airline should enhance its communication approaches, particularly for passengers with disabilities.
This incident reflects a growing concern over airlines’ inadequate accommodations for travelers with disabilities.
Earlier this year, a paralyzed individual reported that his wheelchair was left behind when he returned from a vacation in Hawaii due to American Airlines’ oversight. In another case, a 79-year-old man reliant on a wheelchair was reportedly removed from his easyJet flight because he was unable to reach the lavatory.
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