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American Airlines' Treatment of Sick Passengers

American Airlines • Stranded • Accommodating illness • Bereavement policy • Luggage lost/damaged • Baby stroller mangled • Slovenly service • Price gouging • Smokers snuffed • Group bookings • Code sharing • The Wedding that Wasn't --- News • American Begins Wi-Fi Service on Some Flights • American Slashes Routes, Charges for One Checked Bag

William of Azle TX writes (9/24/00):
In late May of this year my Wife had surgery performed in Ca. After the surgery she went into congestive heart failure and almost died. Upon her release from the hospital I was informed by our physician that in order to fly her home, she should have medical oxygen available during the flight.

I called American Airlines to make the proper arrangements. I was assured that the oxygen would be available for our 6:00 a.m. flight out of Oakland, direct to DFW. I called twice more to verify that there would be no problems as my Wife was very tired. Upon our arrival at the airport, after we had turned in the rental car we were informed that there was no oxygen.(We found out later that it came into Oakland the previous night, but no one took it off of the plane so it went back to DFW.

I had to rent another car, and a motel room so that my Wife could lay down as we were told that they would try to get the oxygen back and us on an 11:30 a.m. flight. They called us at the motel and said every thing is a go. This time everything went as planned. Due to the problems they did not charge us for the oxygen,(75.00) they did not charge us for the ticket change for my Wife(75.00).

During my previous employment I traveled a lot all over the US, I cannot understand how an airline that has such poor scheduling, high prices, and very poor service manages to stay in business. I personally abhor government intrusion into any aspect of our lives, but the airline industry needs to have some control and oversight.

Kayo of Kirkland WA (9/28/03):
I called the airlines on Sept 19 confirming my return flight from Miami and my oxygen. I boarded flight 989 and when the steward turned on my oxygen he discovered the tank was empty. I told him to land the plane as I could not breathe. He left and came back with a teeny "Aviators Breathing Oxygen" tank. This system uses not your normal cannula but the same yellow like facial mask as the ones that are supposed to drop from the overhead in case of an emergency.

The steward said this tank would last the whole trip 2hrs 10min. After about 1/2 an hour the first one was almost empty, He grudgingly gave me another small tank of "Aviators Breathing Oxygen" and after about 1/2 an hour it to was almost empty. He told me "you are breathing to hard that is why these tanks are not lasting, I have other people to take care of you know". Then he brought me the same sized (normal) tank as the very first tank that had been empty, gave me a cannula and left. At last I could relax and not have to worry about running out of oxygen.

I have asbestosis and also a problem with congestive heart failure. This fiasco put me in bed for almost a week.

Linda of New Orleans (6/20/03):
My husband and I moved my daughter and son-in-law to Marnia del Ray, California, driving. We flew back to New Orleans via American Airlines and were to return in June for a visit. My husband had a stroke and was unable to travel as schuled the day before the trip.

I wrote to American not asking for a refund but simply an adjustment so that return tickets could be used at a later date. We had 1 year to use them. Effective June 2002 a new ruling came out from the airline that tickets could no longer be used however these tickets were purchased before the new ruling came out and my claim should not have come under this ruling.

It was physically impossible for my husband to return and I could not leave my husband of 36 years alone and hospitalized. Is there no compassion? Most especially beacuse I am an AA frequent flyer and acculmulated enough miles for free tickets. We were forced to buy another set of tickets, which I refused to buy on American.

Joe of Long Island City NY (5/1/03):
Approximately, March 15, I purchased two airline tickets for me and my girlfrind, Cynthia. Departing date was May 21st. I was told these tickets were non-refundable. Just recently my girlfriend entered the hospital for ovarian cancer, was operated on and began chemo treatment. So of course I had to cancel the trip.

I called American Airlines and told them my situation. My only two options werer to make other plans by May 21st (which I could not because of the condition of Cynthia) or to just lose the tickets. Tickets were purchased using a voucher of $200 leaving a balance of $188. I did not ask for a refund, but some kind of credit or voucher that I can use at another time when my girlfriend is well. The floor supervisor told me that no credit voucher could be issued. I either have to make plans by the May 21st or loose the amount.

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