One of the world’s most underpaid, overworked jobs is that of an airport wheelchair attendant. A viral meltdown of a Delta Air Lines First Class passenger unloading on a wheelchair attendant is a perfect example of why.
Delta First Class Passenger Berates Wheelchair Attendant For Making Him Wait
At least in the United States, wheelchair assistants are usually understaffed, underpaid, and under a lot of pressure to get people where they need to go…
Here we have a video from a Delta Air Lines flight that is absolutely profanity-filled (it’s disgusting, really). In Atlanta (ATL), a man is very angry that he had to wait for a wheelchair, even though he flew first class (“I was seated in 2A!”) and some words were exchanged between him and the wheelchair attendant who finally showed up.
While it is not clear what was said to him, he clearly experienced some attitude and just went off on the attendant…and a shouting match ensued.
A Delta pilot and gate agent tried to calm him down, but ended up just escorting the wheelchair attendant away (while another filmed everything).
His contention is that he sat in the front of the plane and should not have had to wait until everyone else exited in order to sit in a wheelchair and be on his way.
An entitled passenger berates an employee
byu/Rave4life79 inPublicFreakout
A Broken System
I do understand his point, to an extent, but the whole system is broken…
Federal law requires that airlines provide wheelchair assistance to any passenger who asks. But airlines must pay for this and of course, this is a thankless and low-skill job in which the turnover rate is high, absenteeism is high, and recruiting workers is difficult.
I truly feel bad for wheelchair attendants…I cannot think of a job I’d prefer less than pushing these folks around. I’ve seen it over and over: self-entitled people. People like Mr. and Mrs. Patel on my flight from Chicago to LA last night, who ordered a wheelchair even though they had no need for one…they got up just fine and walked down the aisle like spring chickens. No tips either. And frankly, many in wheelchairs are more likely to be socio-economically disadvantaged, so tipping is often not happening or miserly.
I don’t know what the solution is. In a perfect world, no one should have to wait 20-30 minutes for a wheelchair. But there is a cost to this service and I wonder if a modest fee would stop more people from abusing this system?
And in this case, the guy clearly needs a wheelchair, but his sense of entitlement (no matter how rude the attendant was) really needs to be checked…
image: Delta
“People like Mr. and Mrs. Patel on my flight from Chicago to LA last night,”
Wait, so you’re back from your RTW excursion?
I am. The blogging will continue live style (two days left), but I certainly put in a deliberate delay for my own safety.
And you asked that yesterday and I confirmed it…
Matthew doesn’t need Vietnam locking him up for the “fake news” of long immigration lines. 🙂
I think you have me confused with a different “Steve.” I only made a comment yesterday about the AA 787 article.
I guess so. Sorry about that.
RTW
.. would that be ready to wear, makes no sense. It could be anybody. Patel, Hoo, Smith, Steiner. Golden, add in any rapper…. People feel too entitled
According to the Open Doors group, 80% of people who request a wheelchair in an airport don’t use one in their daily life.
It is huge expense for airlines. Often as high as $40 per wheelchair push in a small airport/station or in the $5-7 in larger with lots of volume. Alas, it is not legal to charge for the service. And there are limits on how long people can be kept waiting… plus have to legally come check on them every half hour (like if waiting at a gate for a flight) to see if they want to be pushed to the bathroom or the bar.
I’ve lived it. And could tell you horror stories.
@Nedskid … Airline check-in desks look at my tottering self , hanging onto the counter , and then wish to call a wheelchair for me . I say , “no thanks , I wish to rely on myself” .
However , if only stairs at a train station , then I’m out of luck and pay a baggage handler for a ride on a baggage cart , with a nice tip if he can get me as far as a taxi .
Almost all wheelchair requests at airpots is similar to emotional service animals. A total scam. Go to LHR and you will see most flights coming from certain countries in Asia have over 50% of passengers requesting wheelchair. Guess why? The entire family can tag along and have priority for immigration. People are lazy and have no shame.
Why not charge $ 150. for each “emotional support” animal ? And $ 150. for each piece of carry-on luggage larger than a lady’s handbag or a bottle from duty-free ?
Indians are the worst offenders in this regard.
Any statistics to back that up, or is this just anecdotal evidence?
@Aaron … +1 .
The way you explained that anyone without question can claim to need a wheelchair (legit or not) sounds very much the same as anyone can claim and not be questioned that their baby elephant (or whatever) is an “emotional support animal” and therefore is entitled to be in the cabin with the passenger — and at no charge. The passenger’s claim about such animals cannot be questioned by airport and/or airline staff/crew either. So, what’s next?
Actually you can question it…you can ask what essential duties does this animal perform. You cannot ask about the individual’s disabilities.
So many people se the Wheelchair to get on the plane then do not need it afterward,,Other issue is those that really need it and try to jump up and leave asap cause a big bottleneck for others to get off..
I might get some hate for this but perhaps if – on departure at least – wheelchairs were not taken to the front of every queue, but join the queue like everyone else, then there might be a lot fewer people booking them who don’t need them. I’m sure a lot of people scam the system just to avoid having to queue.
Yes. I think wheelchairs should board last (with overhead bin space held for them).
I used to deal with a passenger who had their own electric wheelchair – that weighed over 300 lbs (both him and the wheelchair each) and was custom everything. Also required an aisle chair (couldn’t walk at all) and had to be lifted into/out of seat. PURPOSELY would come at the very end – “I know my rights, you can’t make me board until I want to, I will board right before you close the door.” And would pay for a seat assignment toward the back which meant we were obligated to give it to him – “You can’t make me sit here or there because of my disability.” Absolutely militant about it. Got so bad that when he’d fly we would get an email like we would a VIP – basically saying plan on this flight taking a delay. Obviously took more time getting on the plane with several people to assist and then custom chair had to be taken to an elevator which wasn’t always nearby.
When I left that airline I was really really hoping I would get to deal with him again to ask him “Do you really think you’re furthering your cause?”
@Matthew, one problem with wheelchair users boarding last is that it takes TIME for people to get settled in. They’re still getting oriented when F/C, elites, and maybe the first two Y groups board. Letting them board first gives more cushion for departure.
When a relative travels, they request wheelchair assistance. Do they use one in day-to-day life? No, but they do use other aids. Walking LONG distances in multiple big airports on departure, during a connection, and on arrival would be a huge burden on them both mentally and physically.
They recently flew ANA and JAL and the airline employees (!!) pushed the wheelchairs at all the Japanese airports. Apparently, it’s a rotational responsibility of regular ground staff (check-in, ramp, gate agents, etc.). They said it was the smoothest travel experience ever, combined with the best service (onboard and on the ground).
Not surprised at all RE: Japan.
I’ve used wheelchairs when I’ve gotten sick traveling and couldn’t make it through all the walking required. Fast terminal changes to catch next flight when I’ve got to stop and rest every 100ft is not easily doable.
I don’t use one in my daily life, but I don’t have a lot of “extra” what with some chronic stuff. When I’m under the weather, my ability to cover large distances drops significantly.
I have no trouble getting into and out of my seat, but that doesn’t mean I can jog for 30 minutes. Shuttle buses in airports from security to the end of each terminal would be a godsend for people like me, and I’d happily pay.
I’ve always had lovely conversations with the attendants. I make sure every time that they know how much it means to me.
I am the exact same way. Out of my seat and down the aisle I’m totally fine. But across a busy airport? Nope. At home I don’t use one because I can regulate where I go. And some days I’m more OK then others. Disabilities can be invisible and variable.
Please do not judge someone from appearances, even Mr. and Mrs. Patel
As an airline employee, I can tell you that especially one culture (Indian) use this service to simply get on first. I have watched them board with a wheelchair, and the scurry off at the destination. The answer here is to board them last, and tell them to remain seated until after the aircraft has deplaned. Sorry, I know this opinion is not PC, but it is true.
I fell down my stairs running for an Uber to get to an early morning business flight. It hurt, but I figured I could take a few aspirin and deal with it. Until I tried to stand up to board the plane a couple hours later. I had taken my boot off to give it some air, but I couldn’t get it back on because of the swelling. I hobbled onto the plane, but I had to get a wheelchair to get through the airport in New Orleans. They were very nice, but I could see people glaring at me all the way to baggage claim. I hadn’t ever heard anything about wheelchair abuse before that incident, but I assumed at the time that they were disgusted by my bare foot and giant purple ankle. Now, I would drag myself through the airport on my elbows before I would use one again.
It’s actually kind of sad, because there are times when someone genuinely needs one, but now everyone in a wheelchair is painted with the “scammer” brush. I guess this is why we can’t have nice things.
I always request a wheelchair when travelling because I cannot walk the LONG distances at most airports due to leg and back problems. However I completely agree that since I have this “disability” and am able to sit there is NO reason why I should get on the plane first.it makes more sense to get me in last. I think the company offering the wheelchair service goes to the front of the line so that the wheelchair attendant can finish quicker and tend to the next passenger who needs assistance.
Good attitude!
One cannot always readily see the disability in others. The short walk down the ramp maybe within the abilities of the passenger. While the long standing times and walks to the terminal may not be.
I have a Doctor’s note because, people without empathy, may force a rule change. I will then, be compelled to reveal my private medical record to strangers at an airport.
So you’re saying that Indians disproportionately have hidden disabilities?
Indians have the most life problems. They are the king of complainers.
A while back, I had a flight from ORD to LAX on the 788. Had an older man and his adult son up in Business. The son was very pleasant and was flirting with me. Well, when we got to LAX, I made my usual arrival announcement which included asking those requiring extra assistance to please remain seated until general disembarkation had been concluded. Well, this guy and his father decided to get up and leave, the son was furious and screaming and absolutely a nightmare to deal with. More or less blaming me directly for a failure that was out of my hands.
Entitlement, unfortunately blinds and deafens those people.
Just wait till the screaming lady sees herself on video.
Don’t think she’ll be too proud of herself.
There are private services that can be booked at various airports. Some don’t charge.
I am so sick of seeing people who think they are so privileged ! just wait your turn. You’ll leave the plane. It’s just like people who are in the back of the plane who have rush out. I’m sick of entitled people
Fortunately, most airlines allow you to request wheelchair service when booking your flight. As someone who needs this service, I’m grateful that the airlines provide it. It is sad that many people abuse it because it makes it more difficult for the people that actually need it. I don’t mind to wait to get off because I realize I can’t get out any faster without it. It does also allow you to get through immigration quicker but I wouldn’t mind to wait either. As someone correctly noted earlier, they do this so they can move on to the next person that needs it. I am always pretty happy with the assistance I receive and always tip the attendant. Unfortunately, I don’t think there is a good answer for the abuser’s. I will continue to be grateful for this service as I wouldn’t be able to travel without it.
I agree there is a lot of abuse of the handicap use of parking spaces, and flight privileges. My wife has been using a wheelchair for 40 years due to lower body paralysis. When we fly we understand that she needs to be boarded first to prevent clogging the aisles when other passengers want to board. That is why she is allowed to board 10 minutes before the official boarding time. This is far less of a problem for others boarding so they can stand in the aisle deciding which bin to use, or to wander the aisle looking for an empty seat they did pay for, rummage through their overpacked carry on to get their snacks out.
Now as far as deboarding. We also accept the fact that the majority of people on planes are impatient and rude at time. We underatand that getting off last allows for her personal wheelchair to be brought to the door and an attendant time to get to us. So we do not make a big deal of it.
Now for all the whiners who never had to sit in a chair for their mobility I can only say. GET OVER IT! If it was possible my wife will gladly have an operation to walk again while you get to have your spinal chord severed. Any takers?
So how do you fix this perceived problem? Well if they do not have a personal wheelchair that can cost up to $2000 or more, then they can walk and do not need assistance. Yes there are some who may have a need for an injury, but that is evident by using crutches. Others that have a medical waiver from a licensed doctor could be considered.
As for immigration and customs lines. Wheelchair people use the same desk as flight crews, so there is no impact on the whiners who have to stand in a long line.
Be greatful the plane took off and landed safely. Be greatful that you can walk all over the mall and golf course.
Oh and stop parking in handicap spots since you are only going to be in the store for a short time. My wife and all wheelchair users need the extra wide spaces to get in and out of the car. It is not intended for “handicap” people who can walk. Our medical system is out of control to issue handicap applications to these people.
@Russell … +1 .
Years ago, my airline started flying JFK-MIA. On the return to JFK, we had 15 wheelchair requests. I asked the gate agent how we could possibly accommodate that and he told me it was simple. No wheelchairs for 15 minutes. Anyone still there really needed the chair. He was right…at the 15 minute mark one woman remained. When told her chair had arrived she jumped out of her seat, grabbed her carry-on and took off at top speed down the jet bridge using the wheelchair as a luggage cart.
@Lorenzo … +1 .
I am a person with invisible disabilities. You cannot see my degenerative bone disorder that affects all joints and long bones, nor can you see the associated chronic pain. I use wheelchair escorts & always tip, I don’t treat people in a rude manner, and when I have been subjected to rude or unprofessional behavior by a wheelchair escort I remain polite enough to get their name and I make a report when indicated.
That being said, wheelchair escorts tend to be employed by agencies with whom the airlines contract. Better pay and benefits would likely help with problems such as hiring and retention. However, I feel that they should be “treated” as employees of the airlines when it comes to them being verbally harassed or physically threatened by wheelchair users. If the described behavior was directed toward a flight attendant or a gate agent, there would have been at least the possibility of meaningful consequences such as banned from flying that airline either permanently or for a shorter duration of time. If this behavior happens during the pre-boarding process a person can be denied boarding. If this happens in flight the person could be denied boarding on a connecting flight/banned. These consequences have meaningful impact. Sometimes, that airline is the only one that offers a direct flight, or the most convenient or affordable routes. Very often, plane passengers who exhibit even the most egregious behaviors are not given any meaningful consequence. The type of behavior and language that was described also created a public disturbance which in many other situations would have been resulted in a citation/arrest and a fine. Having a disability should not exempt a person from consequences for their behavior.
I would prefer to see all adults have consequences for inappropriate behavior. If I miss a connecting flight due to someone’s behavior that results in my flight being delayed, diverted, or canceled I feel that I should have the option of taking that person to small claims court to recover damages. I do feel that the number of outbursts would decrease dramatically if passengers know that they will be financially liable for the losses of other passengers.
Perhaps suggesting reasonable alternatives or consequences rather than using this forum to pass judgment would be more productive. However, maybe venting about grievances was with some of the commenters needed.
I think a few steps could help with wheelchair abuse:
1) only the person in the wheel chair and ONE accompanying person can board early. It is ridiculous to allow all people traveling together in the entire boarding party to board early.
2) anyone requesting wheelchair assistance is assigned seats at the rear of the plane. If they have not requested assistance in advance when they show up to board they should be reassigned seats in the rear of the plane.
This will still allow them to board early and have extra time to get settled in but will not clog the aisles and slow the boarding of other passengers. Being seated in the rear of the plane may reduce the wheelchair abusers.
3) This raises an issue when the wheelchair passenger is in first class but, due to the fewer number of first class passengers, they should still be allowed to board early. On domestic flights there are not many first class seats so it should be noted which first class passengers boarded in a wheelchair and the flight attendant can gently tell them, one-on-one, upon boarding that since they boarded with a wheelchair they need to wait to disembark. Perhaps being called out on this would shame some of the fakers, but unfortunately it probably won’t.
Here are some ideas…
1. Allow requiring medical documentation.
2. Airlines can impose bans in cases of obvious fraud. (e.g. if someone repeatedly uses a wheelchair to get on but not to get off, that’s obviously Jetway Jesus). ADA and ACAA do not apply to people without disabilities.
3. Ban Jetway Jesus. (In other words, impose criminal penalties for abusing the ADA and ACAA. Such a law would also have helped mitigate the issue of fraudulent mask exemptions during the pandemic, without harming individuals with actual disabilities.)
“Whoever, under the color of the Americans with Disabilities Act or the Air Carrier Access Act, makes a false or fraudulent request for an accommodation, shall be fined under title 18, imprisoned for not more than one year, or both; or if the offense was committed during a public health emergency declared pursuant to section 247d of title 42 and the accommodation sought was an exemption from a requirement imposed in connection with the public health emergency, the offender shall be fined under title 18, imprisoned for not more than five years, or both.”
In other words… Jetway Jesus would be a misdemeanor. False mask exemptions during a pandemic would be a felony. This would not affect people with legitimate disabilities as an element of the offense (which, as with any other crime, the government must prove beyond a reasonable doubt) is that the request is false or fraudulent.
I wish I had a loud voice.
Just because someone does not require a wheelchair in their daily life, does not mean they can do without it in environments & situations that are stressful, challenging & at times difficult even for those blessed with good health & full-mobility, as we all know all but the smallest airports often are.
For example, while my partner, who had polio as a young child, does not use a wheelchair in his ordinary activities, one of the most painful & adversely impacting situations that often triggers prolonged (as in days or even weeks) pain flare ups where the chronic pain he experiences every day is significantly elevated, is standing still or in slow moving lines, such as clearing security (even with PreCheck) & customs or in queues to board aircraft.
That plus, the physical impossibility of rushing
to gates when security lines are long (as they can be out our home airports in NYC [EWR, JFK & LGA]) or for late arrivals & tight connections – some very distant at major hubs & gateways – is why he requires a wheelchair when he travels, as this significantly reduces the types of hardships that can (& do) result in debilitating pain flare ups that frequently occurred before he began requesting wheelchairs at airports when he flies.
Also, carryons, especially when he travels alone on business trips, are very hard to manage when one has reduced mobility since they add either add weight, require handling in addition to the cane he uses – or both.
Finally, for those with reduced mobility, preboarding is vital & indispensable as it allows one to settle into their seat &/or be assisted by an attendant, as may be needed, before others attempt pass by in the aircraft aisle, jockey for positions in the Hunger Games-like battles for space in overhead bins for carryons or rush past them on the jetbridge, which itself poses threats to their safety & well being.
It’s amazing how ignorant & insensitive so many people seem to be about the challenges faced by Reduced Mobility Passengers, some of whom don’t require wheelchairs in their daily lives (such as my partner, or others with invisible conditions such as the elderly &/or others with underlying medical issues such as heart disease, etc.), but do require them in environments they don’t ordinarily encounter in their daily lives, such as airports.
What should be universally condemned is the gaming of the system by the selfish & over entitled folks who are blessed with good health & have full mobility.
They’re the despicable & loathsome villains in this discussion that deserve condemnation & shaming to fullest extent possible.
Correction for the above reader comment in the 3rd graf, as follows:
“That plus, the physical impossibility of rushing
to gates when security lines are long (as they can be at our home airports in NYC [EWR, JFK & LGA])…”
With apologies for the error.
I’d also be curious to know the ratio of people who request wheelchair assistance to board the plane, but then miraculously do not need a wheelchair to deplane.