The local Porterville newspaper has an article that is interesting to me:
http://www.recorderonline.com/news/airlines-53836-attention-family.html
"His (Robert Vanderhorst) goal is simple.
I hope in the long run to change how airlines accommodate disabled people, explained Robert Vanderhorst. To that end he would like a few things to happen:"
1 - The family would like to establish contact with American Airlines and United Airlines and explain to them their own personal side of the story.
2 - They would ask that the airlines change their policy in the way that pilots and staff decide on who gets to board.
3 - They would ask that each passenger be assessed individually.
"In taking his familys story public he has received information about the Air Carrier Access Act.
According to Robert Vanderhorst he has learned from other people that there should have been a mediator at the airport to help resolve disputes between the customer and the company.
This wasnt offered or mentioned, added Robert Vanderhorst."
A Guide to The Air Carrier Access Act
A snippet from the page regarding the 'mediator' mentioned by Vanderhorst above.
http://www.disabilitytravel.com/airlines/air_carrier_act_details.htm
New procedures for resolving disputes
* All carriers are now required to have a Complaints Resolution Official (CRO) immediately available (even if by phone) to resolve disagreements which may arise between the carrier and passengers with disabilities.
* Travelers who disagree with a carriers actions toward them can pursue the issue with the carriers CRO on the spot.
* A carrier that refuses transportation to any person based on a disability must provide a written statement to that person within 10 calendar days, stating the basis for the refusal. The statement must include, where applicable, the basis for the carriers opinion that transporting the person could be harmful to the safety of the flight.
* If the passenger is still not satisfied, he or she may pursue DOT enforcement action.
http://www.recorderonline.com/news/airlines-53836-attention-family.html
"His (Robert Vanderhorst) goal is simple.
I hope in the long run to change how airlines accommodate disabled people, explained Robert Vanderhorst. To that end he would like a few things to happen:"
1 - The family would like to establish contact with American Airlines and United Airlines and explain to them their own personal side of the story.
2 - They would ask that the airlines change their policy in the way that pilots and staff decide on who gets to board.
3 - They would ask that each passenger be assessed individually.
"In taking his familys story public he has received information about the Air Carrier Access Act.
According to Robert Vanderhorst he has learned from other people that there should have been a mediator at the airport to help resolve disputes between the customer and the company.
This wasnt offered or mentioned, added Robert Vanderhorst."
A Guide to The Air Carrier Access Act
A snippet from the page regarding the 'mediator' mentioned by Vanderhorst above.
http://www.disabilitytravel.com/airlines/air_carrier_act_details.htm
New procedures for resolving disputes
* All carriers are now required to have a Complaints Resolution Official (CRO) immediately available (even if by phone) to resolve disagreements which may arise between the carrier and passengers with disabilities.
* Travelers who disagree with a carriers actions toward them can pursue the issue with the carriers CRO on the spot.
* A carrier that refuses transportation to any person based on a disability must provide a written statement to that person within 10 calendar days, stating the basis for the refusal. The statement must include, where applicable, the basis for the carriers opinion that transporting the person could be harmful to the safety of the flight.
* If the passenger is still not satisfied, he or she may pursue DOT enforcement action.