PHOENIX — An Arizona woman is asking federal authorities to resolve a dispute between Southwest Airlines and wheelchair basketball athletes who experienced several problems while traveling to Virginia for a tournament in April.
Myranda Shields, a member of Abillity360 Phoenix Suns and Mercury Wheelchair Basketball, filed the complaint jointly with disability rights organizations. They allege the airline damaged wheelchairs and violated federal laws regarding accommodation and treatment of passengers with disabilities.
Just last month the Department of Transportation fined American Airlines a record $50 million for mishandling wheelchairs and failing to provide adequate assistance to passengers with disabilities.
“We are hoping that hitting them where it hurts, in their pockets, we are going to see some real social change,” said Shields.
Southwest Airlines: “We have failed”
The October 9th complaint to Southwest Airlines and the U.S. Department of Transportation cites the 1986 Air Carrier Access Act and accuses the airline of a “catastrophic deplaning process,” damaging three wheelchairs, and not compensating one passenger for his damaged wheelchair.
Southwest Airlines issued a statement about the complaint Thursday, saying, “We are reviewing the Customer’s claim and will work with her on a resolution.”
A spokesperson also said in the last year, the airline launched a Customer Accessibility Advisory Committee to review accessibility-related policies, procedures, and training.
The complaint describes a series of mishaps, delays and inconveniences experienced by wheelchair users representing three teams at airports in Denver, Chicago and Richmond. It also accuses the airline of publicly embarrassing them during one delay, stating “When passengers grew restless… the airline made announcements over the loudspeakers stating the large number of wheelchairs being transported were causing the delay.” Federal law requires airlines to treat passengers “with dignity and respect.”
Southwest Airlines admitted they made mistakes.
An April email from the company to a representative of Ability360 acknowledged they had “well over a month” of notice about the group of wheelchair users on flights. “We have failed,” said Southwest Ground Operations Manager Shaun Harding to Shields in the April 12th letter.
Harding said the airline’s managers in Denver and Chicago did not plan how they would match wheels back to chairs after arrivals. The confusion caused delays.
“Rest assured I have followed up with Senior Leaders and the GMs of all those cities on the issues this caused,” the letter states.
Southwest Airlines told 12News in April they reviewed the situation and addressed the situation with all relevant parties.
“Reevaluate its service of passengers with disabilities”
Shields said she is waiting to hear directly from the airline and the U.S. DOT about her complaint.
“This is hopefully going to be another big fine for the airlines in order to create change in the way passengers with disabilities are treated,” said Shields.
Shields said the team has experienced problems in the past and Southwest typically provides customers a $150 voucher. Alleging a pattern of inadequate service, the complaint requests the DOT issue a citation to Southwest and “encourage Southwest to reevaluate its service of passengers with disabilities.” Shields also offered her team to provide training to Southwest.
After the incidents in April, Congressman Greg Stanton intervened and asked Southwest to assure him they had a strategy to fully accommodate passengers moving forward.
Shields said she has noticed she and her teammates are getting better treatment from Southwest Airlines while traveling since April. However, she said people using wheelchairs have dealt with poor service for years and she hopes the feds issue a citation against the airline to send a strong message.
Editor's note: This article has been updated to include a response from Southwest Airlines.
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