James Davis set out on a journey from Tucson to attend a family gathering in Pensacola, Florida, stopping in Dallas back in July. He had one essential expectation from American Airlines.

“They assured me that I would have my scooter at every stop. I traveled from Tucson to Dallas and then to Pensacola, where it was supposed to be ready for me,” he expressed. “I rely on my scooter.”

However, despite informing the airline about his scooter ahead of time, it was sent straight to Pensacola instead of being available at the layover.

“I managed to arrange for a wheelchair to help me get something to eat and drink and take my medication,” Davis explained, although he remained reliant on airline staff for assistance during his layover and to board his next flight.

“I felt stuck in my location,” he shared.

On his return trip from the reunion a few days later, Davis faced similar difficulties retrieving his scooter in Dallas as it was delayed coming off the aircraft. He was also let down by the lack of assistance from airline staff while he disassembled his scooter for placing it in the cargo area.

American Airlines acknowledged the situation in a statement to YSL News.

“We understand how crucial it is to maintain the independence of customers who use wheelchairs and other assistive devices. Our staff has contacted the customer to better understand his experience and address his concerns,” the statement noted.

Traveling with mobility equipment

Air travel can be challenging for those who depend on mobility devices. According to Department of Transportation data, airlines mishandle or damage between 10,000 and 15,000 wheelchairs and mobility aids each year, not including incidents like the ones Davis endured.

The DOT has recently fined American Airlines $50 million for improper handling of mobility devices and continues investigation into similar incidents with other airlines.

American Airlines stated it is committed to enhancing its services for customers with disabilities, including the introduction of automated bag tags for mobility devices. The airline also reported a decrease in mobility device-related complaints over the past year.

Nonetheless, Davis believes airlines as a whole should strive for improvement in this area.

“I want to see more empathy,” he remarked. “While I didn’t have my scooter in Dallas on the way, what troubled me most was the flight attendant who did nothing to help as I struggled (on my way home).”