What To Do When an Airline Fails a Disabled or Elderly Passenger

With staffing shortages, weather delays, and widespread transportation strain, even experienced travelers can feel powerless when an airline mishandles a disabled or elderly passenger. I recently witnessed how easily the system breaks down - and how hard it is to get help even when you have resources, status, and a publicist.

Here’s what every traveler can do to protect themselves or a loved one if things go wrong.

Before You Fly

• Document every request early. When booking, note “wheelchair required,” “needs assistance boarding/deplaning,” or any medical limitations. Then call the airline’s Disability Assistance Desk (American’s is 800-892-3624) and confirm it’s in the reservation record.
  
• Ask for a CRO contact number. Every airline must have a Complaint Resolution Official available 24/7 at each airport. Write it down before you travel.
  
• Keep medications and critical documents with you in a carry-on - never gate-check them.
  
• Take photos of boarding passes and seat assignments so you can prove what was originally booked if changes occur.
  

When Things Start Going Wrong

• Politely but firmly state what you need. Say:
  “This passenger has a disability and is entitled to prompt wheelchair and deplaning assistance under the Air Carrier Access Act.”
  
• Note every name, time, and gate. If someone refuses to identify themselves, write a physical description (“female attendant, 5’5”, glasses, blonde hair”) and the exact words they used.
  
• Call the airline’s elite desk or general customer service while the incident is unfolding so it’s time-stamped and recorded.
  
• Ask for the CRO immediately if you’re told “policy” prevents help. It’s their job to step in.
  
• Don’t worry about being “emotional.” Calm professionalism is ideal, but passion isn’t misconduct - it’s advocacy when you’re defending someone vulnerable.
  

After the Flight

• Write down the timeline while fresh. Include gate numbers, pushback times, and who said what.
  
• File two complaints:
  
  • The airline’s online form (American: aa.com/contact/forms?topic=CR).
    
  • The U.S. DOT Air Consumer Complaint Form (https://secure.dot.gov/air-travel-complaint).
    The DOT requires a written response from the airline within 30 days.
    
• Email instead of forms when too long. Send to customer.relations@aa.com.
• Save all call logs, texts, and boarding passes. Attach them as evidence.
  
• Retaliation (being removed, questioned, or threatened) or punitive treatment of a passenger or advocate is prohibited under the Air Carrier Access Act and 14 CFR § 382.11.
  

If You Need Help Beyond the Airline

• Contact advocacy groups:
  
  • Disability Rights Advocates (DRA.org)
    
  • Paralyzed Veterans of America (pva.org)
    
  • National Council on Independent Living (ncil.org)
    
• Share your story factually with local news consumer reporters - they often intervene faster than corporate hotlines.
  
• Post fact-based updates on social media tagging @USDOT, @AirConsumer, @AmericanAir and using hashtags #AirCarrierAccessAct #DisabilityRights #Veterans #TravelEquity.
  

A Final Thought

“If being called ‘emotional’ or ‘upset’ is the price of defending our elders, I’ll wear those labels proudly. Sometimes emotion is what finally moves systems built on apathy.” – Marley Majcher