Delta passenger with MS says first-class passenger said she didn’t look ‘disabled enough’ to pre-board. So they removed her: ‘Absolutely humiliating’
Airlines are required to serve people with disabilities. That said, anyone with a disability will tell you that many carriers do a poor job of catering to their customers with different needs.
For example, airlines are notoriously reckless with wheelchairs. In fact, a study from the Department of Transportation found that 1 in every 100 mobility devices was damaged during air transit. Furthermore, airlines are legally required to have storage space for wheelchairs on most planes. However, wheelchair users often find they have to fight to actually be able to use it.
Other customers with disabilities have reported additional problems with airlines. An American Airlines customer said her daughter had to crawl off a plane after the crew did not bring her required wheelchair. Further, users have recalled incidents in which airlines did not properly accommodate their disability, even after claiming they would.
Now, a user on TikTok is alleging that a false accusation from a First Class passenger led to her being removed from the line.
What Happened During This Delta Flight?
In a video with over 2 million views, TikToker Kate (@flareups_and_floofs) recounts a recent experience with Delta Airlines. Kate has Multiple Sclerosis.
Her video shows her sitting in a seat on a Delta flight. In the overlay text, she writes, “I was just told (very loudly) that I didn’t look disabled enough to pre-board the plane by a first-class customer, which caused me to be removed from the line by the gate attendant.”
“Absolutely humiliating experience,” she concludes. In the caption, she adds, “I’m 100% disabled, btw.”
In a follow-up video, Kate noted that she was using a mobility aid. This aid was “more low visibility” than some may expect. She demonstrates by showing her cane and how it can be placed behind her suitcase.
“I tuck my cane like this and I stand like this,” she says, showing herself leaning on a suitcase. “I do that for balance. And, I also do it because people question and ask why I have to use a cane, because I ‘look too young’ or I ‘look too healthy’ to need to use a cane.”
What Should She Do?
The Department of Transportation notes that airlines must follow the Air Carrier Access Act, or ACAA. This makes it illegal for airlines to discriminate against passengers because of disability.
Specifically, carriers must “offer preboarding to passengers with a disability who self-identify at the gate as needing additional time or assistance to board, stow accessibility equipment, or be seated.” Airlines are also required to provide this assistance in a “safe and dignified manner.”
Provided that Kate’s account of events is accurate, it would seem that Delta violated these regulations.
If one goes through something like this and is still at the airport, there are a few steps they can take. First, they can reach out to a Complaint Resolution Official (CRO). Delta’s website says its CROs are specifically trained on DOT disability regulations. They can assist with an immediate resolution to one’s issues.
If one has already left the airport or feels that the airline did not resolve the issue properly, they can file a complaint with the Department of Transportation. This can be done on the DOT website.
@flareups_and_floofs I’m 100% disabled, btw. @delta #multiplesclerosis #chronicillness #disabled #travel #spoonie ♬ original sound – Tommy Richman
Viewers Are Furious
In the comments section, users expressed anger at Delta’s alleged handling of the situation.
“If they reach out because of this post, dont answer. Talk to a lawyer first,” said a user.
“I want to know when people will realize not all disabilities are visible. I have stage IV bone cancer. You wouldn’t know it to look at me but that doesn’t mean that I don’t hurt every minute of every day,” noted another.
“Oh, hey fellow MS friend. This happened to me on a united flight to newark (which surprised me because I fly them all the time and ask for a wheelchair in advance),” recalled a third. “I complained to corporate and my entire fare was refunded.”
The Mary Sue reached out to Delta via media relations contact form and Kate via Instagram and TikTok direct message.
Have a tip we should know? [email protected]
