Airline Discrimination - Again...

[Guest guest]

Hi guys,

First of all, I have to say that this is all sorted out already!!! I

of course got " bloody pissed " (LOL) and contacted the airline (SAS!!!

They sure don't have policies like that, that I sure know after

travelling a lot with them!) here in Norway, then wrote a mail to the

person in the UK who was booking my tickets about it... You see, next

week I am going for a little trip to London, for a meeting. The

meeting is sponsored by a large company, and a representative for the

company would arrange my tickets etc. I had given her the needed

info, about what type of chair I have, the weight and that I needed

to use my chair to and from the aircraft door and then could enter

the aircraft unassisted. This person had never arranged tickets for a

wheelchair user before, and did not know better when she met the

" Airline Representative from Hell " ... She mailed me with the

requirements the airline person gave her, which this person made her

believe that she had to have in order to get a reservation for me. Of

course that was just BS, I know better, and when I got the mail I got

so MAD, I was boiling. I wrote her a mail, but after almost finishing

it, I decided that it was better to sort it out myself, so I called

the airline here and told them about it. Because I really felt bad

that this nice person arranging my trip had to meet a person (an

IDIOT) like that when she did this for the first time. The airline's

office here in Norway were shocked, entered the right codes etc. in

the computer so it was all fixed, plus told me that I should write a

complaint. I then changed my mail and explained all this to the

person who was booking the tickets for me (incl. how disrespectful

this was by the airline representative, and what it means if I am

being forced to use an airline wheelchair etc., what the policies of

other airlines says about these things etc.) and told her that she

did not need to do anything, just call the airline and tell her that

it was all taken care of from Norway (+ that I under no circumstances

would provide her with the information she asked, use their

wheelchair etc. And that when I had asked to use my own to and from

the aircraft door, which is common today, it is because I need

it!)... I also told her that if the person in any way was difficult,

that she should just ask the person to call me, and I could talk to

him/her. If the person would give me problems, I would just ask to

speak with the person's supervisor/the manager.

Anyway, since the topic of travelling by plane has been a topic here

lately, I thought I should share with you the mails I got about what

the airline required from me... Can you understand I got MAD??? How

about that, they needed to contact my doctor... I really, really

could not believe that this could happen in 2004, not a violation of

your rights like that... I mean, this is quite serious, don't you

think???

I just pasted the two mails I got from the UK about this, Iam now

going to reply to the last one. I guess I have to explain straight

out that I did not " feel very affected " by her mail (You guys know

that I am not some vulnerable person that gets my feelings hurt that

easily, right?), but I get straight out mad when an airline

representative violates the rights of a disabled person in this way,

that it happened now tells me that it has happened before and will

happen again, unless I make sure that this can't happen again. This

is really not about me, it is a lot more than that. And since I am

travelling as a representative for an organization for the disabled,

as I see it, I actually have a responsibility. I can't just let them

do this and let the whole issue pass. I have to make sure that the

people working there know SAS policies for airline travel for people

using wheelchairs, and that this person (and his/her colleagues are

being trained in how to treat people with disabilites), with respect

and knowledge about why a person asks e.g. to use his/her own

wheelchair. I most likely won't need to write a complaint anyway,

since they did speak with the manager and the " ball is rolling " , but

I will follow up on it and speak to them in London about it. If it is

necessary, I will write an official complaint from the Pso. Assoc.,

to make sure that what needs to be done, is being done. I will also

make sure to get a written copy of the SAS policy on these things...

People should not get away with this in 2004, that is for sure!!!

Copies of e-mails I got below my signature line...

Aase Marit

" Dear Ms Waage

I have been contacted by the SAS airline, who will need further

details for your flights.

If you are on medication, they will need to have the contact details

of your doctor so that SAS can contact him/her to ensure that you are

fit to travel. They also require the dimensions of your wheelchair

when folded as they will put your wheelchair with your luggage and

use one of their own.

I have advised them that you will need assistance to reach the

aircraft but not to reach your seat inside the aircraft. Thus, they

will organise a ramp for you to board the plane. I hope this is

convenient for you.

I would like to apologise for asking you all the questions,

unfortunately these are the requirements of the airline to ensure

your journey is as comfortable as possible.

I look forward to hearing from you.

Kind regards.

"

Then after mailing her about this, explaining it all, I got this

mail... The only thing I feel bad for, is that she is apologizing,

she has nothing to apologize for, she didn't do anything wrong, she

just did not know better, as she never did this before (which I

already told her, in my reply to her first mail)...

" Dear Mrs Waage

I would like to thank you for your email and apologise for replying

so late. I wanted to investigate further in this matter with SAS.

I am very sorry that you felt very affected by my email about the SAS

requirements.

We have re-contacted SAS UK today in order to speak with a manager

and to get confirmation of the policies and procedures concerning

wheelchair users. We spoke with from SAS Passenger

enquiries and she informed us that SAS requires 24 hours'

notice if the passenger is a wheelchair user and all SAS asks for

are the dimensions and weight of the wheelchair and that 'wheelchair

users are not considered as medical cases'. Unfortunately she was

unable to provide us with documentation for this. SAS UK will liaise

with SAS Norway to see what happened and what can be done to rectify

the situation.

Unfortunately, the person we spoke to previously when we made your

booking gave us a different speech and asked us to confirm all the

details with you. We naively believed that it was their policy and

that they would not accept the booking without these details.

Once again I do apologise for this terrible situation and I fully

understand your great disappointment on reading my email, which I

also honestly felt embarrassed to send you. I thank you very much for

having directly contacted the airline.

I am pleased to attach your travel itinerary together with your

flight ticket confirmation for your forthcoming journey. At the

airport, please make your way to the Braathens ASA desk with your

passport and confirmation number to pick up your flight tickets

before you check-in. Please read through your itinerary carefully and

do not hesitate to contact me should you have any concerns or queries

relating to your travel arrangement and/or accommodation.

I would confirm that except for telephone calls you will not be

charged for accommodation or any meals/drinks taken within the hotel,

which you should simply charge to your room.

I look forward to welcoming you on Thursday 19 August at 1930hrs in

the Atlantic Suite, which is located on the ground floor of the

Sheraton Skyline Hotel, for an informal dinner.

Once again I would like to apologise for this terrible situation and

I look forward to welcoming you in London on Thursday 19 August.

Should you have any questions or concerns please do not hesitate to

contact us (*** mobile: +44 ****, my mobile: +44 *****) at any time.

Kind regards. "