THE AIRLINE FROM HELL

Before Dr. Dao, United kicked a 94-year-old disabled woman out of her business class seat and forced her into a cramped economy seat on a 16-hour flight from L.A. to Melbourne

By Charles White

Metro News
April 13, 2017

A 94-year-old disabled woman was ‘kicked out of her business class seat’ to Australia by embattled airline United.

The grandmother reportedly suffered embarrassment and discomfort on her 16-hour flight from LA to Melbourne after moving to economy.

Family members had clubbed together to buy Paz Orquiza a seat in business class, as she has severe arthritis.

Her niece Marianne Aguilar said the outbound journey went well, but that on the way back her aunt, who was travelling on the same flight on a cheaper ticket, was not allowed to go to her grandma to help her with tasks such as reclining her seat, opening her food or taking her to the bathroom.

She asked the flight attendant if a staff member could do that instead, but was allegedly told the only options to get help were for the elderly women to move to economy or to book another flight where both were seated in business class.

Marianne posted on Facebook: ‘My grandma suffers from severe arthritis and degenerative bone structure in her neck so she spends most of the day lying in bed.

‘Her grandchildren pitched in to buy her a Business Class ticket to ensure a comfortable plane ride for this once in a lifetime trip.’

The airline is currently battling a PR disaster after a doctor was removed from an overbooked flight in Chicago.

Dr Dao, 69, was badly bruised and left with a bloodied face, and was filmed saying ‘Just let me die’.

He was dragged through the aeroplane by officers in a video that has led to mass outrage including cutting memes online.

The company is now in legal difficulties after Dr Dao hired lawyers but is said to be still in hospital.

Marianne added: ‘Upon arrival to Australia, my grandma’s legs had swollen, she suffered from a stiff neck and her whole body ached. She was in great distress and pain from this ordeal. She was prescribed stronger pain medication and Valium to help with sleep.

‘Our family is heartbroken that this painful plane ride back to Melbourne will be the last memory of our trip for my grandma, and this has ruined an otherwise incredible family reunion.

‘I want a guarantee that what happened to my grandma will never happen to another disabled or elderly person again, and that we can stand together to stop discrimination towards the disabled and elderly.’

They wrote a formal letter of complaint.

United Airlines told Metro.co.uk they were ‘looking into this.’

The company previously said crew members had a different recollection about what happened and that disability regulations were not broken

The company gave the family $500 travel certificates, which they do not plan to use and $860 is being given to them even though the original ticket cost $3600.

EDITOR’S NOTE: Here is the complaint letter Marianne Santos Aguilar mailed to United about a month ago.

Shame on you United for kicking my 94-year old grandma with disability out of a paid Business Class seat and illegally moving her to Economy during a 16-hour flight from LA to Melbourne, causing her severe pain and suffering. I am livid that a company like United would treat a disabled customer like this; Please SHARE so that United takes responsibility for this inhumane experience and what happened to my grandma doesn’t happen to another disabled or elderly person.

My grandma suffers from severe arthritis and degenerative bone structure in her neck so she spends most of the day lying in bed. Her grandchildren pitched in to buy her a Business Class ticket to ensure a comfortable plane ride for this once in a lifetime trip. During the outbound flight from Melbourne to LA, the flight crew made every effort to ensure her comfort. However, this was not the case on the way back.

My aunt traveling with her in Economy asked the Business Class flight attendant, Shauna, if my aunt can assist my grandma with simple tasks such as opening her food or reclining her seat, similar to what my aunt helped with on her outbound flight. Shauna said they could not accommodate her request. With the hope that my grandma could stay in Business Class, my aunt asked Shauna if she can help my grandma with simple tasks (listed as services they offer to semi-ambulatory customers). Without any sympathy or compassion, Shauna said my grandma's only options were to 1) move to Economy with my aunt or 2) take another flight and purchase another Business Class ticket for my aunt. The Air Carrier Access Act prohibits discrimination on the basis of disability in air travel and requires air carriers to accommodate the needs of passengers with disabilities, neither of which was complied with here.

Feeling like she had no choice, my grandma moved to Economy and spent the next 16 hours in distress and pain. My aunt tried to comfort my grandmother, who was in tears, and was horrified to see how much pain she had to endure during this flight.

Upon arrival to Australia, my grandma's legs had swollen, she suffered from a stiff neck and her whole body ached. She was in great distress and pain from this ordeal. She was prescribed stronger pain medication and Valium to help with sleep.

Our family is heartbroken that this painful plane ride back to Melbourne will be the last memory of our trip for my grandma, and this has ruined an otherwise incredible family reunion. I want a guarantee that what happened to my grandma will never happen to another disabled or elderly person again, and that we can stand together to stop discrimination towards the disabled and elderly.

UPDATE: When we filed our [above] complaint, United claimed their crew's recollection differed (shocking!) and that disability regulations were not broken. They gave my grandma $500 travel certificates which we do not plan to use and are in the process of refunding us $860 even though the original ticket cost $3600. Humanity and compassion are lacking with this airline, who only cares about their bottom line. My aunt was told by another passenger that grandma's original seat was given to someone willing to pay for an upgraded seat.