‘I’m shaking’: Disabled United passenger claims she was stranded on jet bridge after crew closed plane

Flying with a disability shouldn’t mean wondering whether someone will help you off a plane. But one United Airlines passenger claims she was left alone on a jet bridge after the crew departed, with no wheelchair and nowhere to sit.

Airlines have faced criticism over their treatment of disabled passengers. From missing assistance to accessibility problems, even a routine flight can become stressful when passengers are left waiting for help that doesn’t arrive on time. 

In a TikTok video with 4.7 million views, Birdie (@birdiecda) describes being stranded on a United jet bridge for 30 minutes. Visibly shaken, she explains that the aircraft had already been closed and she was waiting for someone to rescue her.

She couldn’t believe what she was hearing 

Birdie begins her video struggling to believe what happened. “I don’t think you’re gonna believe this because I’m shaking,” she tells viewers. She then warns disabled travelers to ensure their wheelchair assistance is included throughout their reservations.

According to Birdie, she was stuck on the jet bridge completely alone, without anywhere to sit. She had no idea when someone would arrive. “Do better, United. Come on,” she says.

After the video gained attention, Birdie posted a follow-up explaining how she ended up in that situation. She had been traveling alone on an international flight from the United States to Canada and had requested wheelchair assistance.

During her connecting flight, the assistance was provided without any problems. That gave her no reason to believe something was missing from her reservation. However, things changed when she reached her next destination.

Birdie was seated in the last row, so she took longer to exit the aircraft. The flight attendants knew about her disability and had helped store her cane during the journey. Before getting off, she asked whether a wheelchair was waiting.

One flight attendant assured her that she had ordered one. But when Birdie reached the jet bridge, she found her walker and bags waiting without anyone to assist her.

Birdie’s experience raises concerns about how airlines assist passengers getting off planes. But what made her situation worse was that staff apparently couldn’t agree on who should help her.

The flight attendant reportedly spoke with a gate agent, explaining that Birdie needed a wheelchair to reach the terminal. However, the agent responded that wheelchair assistance wasn’t listed on her reservation.

Birdie recalls the flight attendants offering different ways to help. But the gate agent allegedly appeared frustrated and explained that the crew couldn’t enter the secured area Birdie needed to pass through.

Eventually, the flight attendants left. Birdie claims nobody clearly explained what would happen next. Then she heard someone from the top of the jet bridge say, “I’m gonna have to lock you in here.”

At first, she couldn’t believe the warning was directed at her. But minutes passed, and nobody returned. She began recording because she feared she had been forgotten.

Birdie wondered whether anyone knew she was there or what might happen if the jet bridge started moving. The experience left her terrified.

The video sparked outrage, with viewers questioning how a disabled passenger could be left unattended. “isn’t it both a safety and security issue leaving someone in the bridge?” one commenter asked.

Another wrote, “As an airline employee (not united) you need to sue omg.” A former airport worker also urged Birdie to file a complaint, writing, “its VERY illegal to leave you alone in the jetbridge like that!” 

In another update, Birdie revealed that the gate agent returned with a wheelchair attendant after approximately 20 to 30 minutes. The attendant apologized and helped her through customs to a waiting friend. Birdie has since requested airport footage to better understand what happened.

United Airlines told USA TODAY that its Vancouver team arranged assistance and an agent checked on her frequently. The airline also contacted Birdie about the incident.

Although she’s now safe, Birdie remains afraid to fly again. “I’m safe now, but I don’t wanna go back. I’m scared. Does anyone wanna escort me?” she asked.

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