A Tucson native, James Davis, was traveling to his family’s home in Pensacola, Florida when he encountered the worst possible travel nightmare for a traveler with mobility accommodations. Davis was flying on US-based legacy carrier 
American Airlines
and connected via the airline’s fortress hub at Dallas/Fort Worth International Airport (DFW).
Due to his accessibility needs, Davis had registered a scooter in advance with the airline, checking it into the cargo hold for his flight. However, instead of having the mobility device checked to Dallas, where it would then be delivered to him at the gate so that he could use it while in the airport during his layover and cross the large airport to his connecting flight, the device was checked through to Pensacola.
Photo: Kevin Porter | Shutterstock
Davis indicated that he was able to get airport staff to give him a wheelchair during his time in Dallas, but it still required him to be fully dependent on airport staff to move him around during a layover. Davis’ travel woes with American Airlines reportedly did not end there, as his scooter was again delayed in Dallas, providing him with an extensive wait at the gate, according to reports from USA Today.
A deeper look at how everything went down
When traveling from Tucson International Airport (TUS) to Pensacola International Airport (PNS), James Davis had one major concern for American Airlines, and it was to make sure that his scooter was readily available to him when he needed it. Davis indicated that American had informed him that his scooter would be available to him during his layover in Dallas and that he depended on the device for his independent mobility needs.
Despite following all the airline’s appropriate guidelines regarding his mobility device, Davis indicated that it was not available to him when he arrived in Dallas. In a statement to USA Today, he had the following words to share:
“I was able to get someone to get me a wheelchair, so I could get something to eat, drink, so I could take my medication. I was stuck sitting where I’m at.”
A few days later, Davis indicated that he again encountered issues at Dallas getting access to his mobility scooter. Davis indicated his disappointment that the airline staff did not again assist him in gaining faster access to his scooter, which took an extended amount of time to be unloaded from the cargo hold.
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American Airlines expressed its disappointment in a public statement
American Airlines has made the headlines multiple times in recent months when it comes to accessibility. The Department of Transportation fined American Airlines over $50 million last month for mishandling and damaging personal mobility devices.
Photo: Markus Mainka | Shutterstock
In response to this incident, American Airlines noted the importance of ensuring a comfortable travel experience for those with mobility needs and noted in a statement to Simple Flying that a member of its team met with Davis. Furthermore, it noted that, as a goodwill gesture, it provided Davis with miles as compensation for his experience. The airline also noted that it received less than 1 complaint on average per 1,000 passengers who fly with a wheelchair or other mobility device.