Consumerist
Reader Glenn was traveling to Thailand with a group of friends. Glenn and another member of the group have issues with Sleep Apnea, a potentially life threatening disorder where sufferers stop breathing in their sleep. Fortunately, a simple medical device called a C-Pap machine can be used during sleep to correct the problem. So Glenn, being the informed responsible consumer he is, contacted the airline the group was booked on, United, to make sure that he'd be able to use his C-Pap machine during the god-awfully long trip from Boston to Thailand. United said, sure, no problem, they'd be able to get him an outlet for his machine. Then, they canceled his booking. Without telling him. But wait! It gets worse!
Hi, A friend of mine told me I should log a complaint on this website against United Airlines. I was part of a group of 9 people traveling from Boston to Thailand on Dec 20th 2007. There were 2 of us who required an electrical outlet to supply power for C-Pap machines due to Sleep Apnea disabilities. We checked with United Airlines almost 2 months prior to the trip, to make sure they could accommodate us. They assured us it would be no problem. That's where the trouble began.On the day I called (October 23, 2007) United "medical dept". They said they would contact me to confirm but that is should be fine. After not hearing from them....I called back on November 20th and found out my reservation had been cancelled and the flights were "full". United told me my travel agent had cancelled the reservation but that was not the case. After 2-3 hours on the phone they discovered it had been cancelled by the original reservationist I spoke to on 10/23/2007. Finally they "made room" for me on the flights and supposedly we were back on track. We received calls from United a week prior to the flight saying that our electrical outlets would be available for us.
Boston to DC flight was uneventful. We boarded the plane in DC that was going to Tokyo (14 hour flight) on 12/20 around noon I think. After I was seated I couldn't find an outlet so I called the flight attendant to show me where it was. She had no idea what I was talking about. She called a supervisor who couldn't help me either. They moved my seat up to business class I believe and still there was no plug there. I was asked if I could fly without using the machine. I said yes but I would not be able to sleep. Then United did what I thought was unimaginable. Because they had failed comply with our request they removed my bags and my friend Mike's bags from the plane and forced us off the flight. They separated us from our traveling group and would not even look into putting us on another flight the same day. The plane the next day had only one working outlet. They talked about having one of us stay behind again. We convinced them to let us fly and we would share the outlet.
They violated not only their own policy to accommodate medical issues with a 48 hour notice but also the Air Travel Access Act in not meeting our medical needs appropriately. An 8 page letter was responded to with a $125 coupon for each of us. We lost the cost of our hotel in Bangkok, our first day of the tour, and had to pay additional transportation costs to get to the hotel not covered by the tour because we arrived late. Sorry for all the info in such a small space. Please let me know if your website can help us. We feel at the very least we should be offered a roundtrip ticket within the U.S. We paid over $1,300 for each ticket originally. Thanks
Glenn
Last I checked, $125 won't get you coast to coast one way in this country. How insulting. I think it's time to write to someone higher up, like Graham Atkinson, United Airlines Executive Vice President and Chief Customer Officer. Also, since they screwed up your trip because of their inability to make simple accommodations for your medical condition, despite ample warning and your compliance with their own policies, how 'bout writing to the Department of Transportation? Oh look, they have a section called"Complaints Alleging Discriminatory Treatment Against Disabled Travelers!" Refusing to accommodate for life saving medical equipment, that's discriminatory, right?
(photo: myrespiratorysupply.com)
Comments
Sleep apnea is life-threatening???
I mean, I need a plug everywhere I go for my ingrown toenail regulator, but ...
Not to be an asshole, but how I read it is they informed the airline of what they would REQUIRE to safely fly. When the airline couldn't provide that, they canceled the reservation. Also, were there other kinds of "outlets" on the plane? What I mean is maybe an outlet that didn't have the standardized plug? As for taking them off the flight, they said they could not fall asleep w/o danger of serious medical problems. I see no problem with taking two people w/potentially life threatening problems off a flight that could not handle their needs. Let's face it, if they had gotten in trouble, there would be a story about how the airline let two people who were "sick" fly, and now their dead.
That being said, YES, there was bad communication from the airline, and YES, they handled it badly.
An IPAC machine saves the life of the person using it because those around him/her will kill him if he doesn't quit snoring.
I'm glib because my dad has one, and he's the king of snorers. Scared off the bears during camping trips, yes he did. Oh, and he does have a problem with not breathing when he's asleep, the IPAC machine resolves that issue nicely.
@dorkins:
Yes. People with certain types of sleep apnea, the sort that would require the above device, can choke on their own tongues. They can also sufficate in their sleep.
United's customer service is so hit and miss. Depending on who you speak with, you'll get different results.
He did everything right, the airline was totally wrong, but this is still all his own fault, I'm sure of it...
@dorkins: Depends on the gravity.
Same thing as with allergies. Some are mildly allergic to peanuts, skin will turn red, some rash,etc. And some will die.
"They moved my seat up to business class I believe..."
Not quite sure you were upgraded to Biz Class? Well, if you're going to write the airline please be more definitive which will help make your story more believable.
So you can fly but you would not have been able TO SLEEP? Is that a DISABILITY?
People like you are making airliens and other organizations defensive and ruining it for the REALLY disabled people.
I think we learned yesterday that it is inadvisable to sleep on a plane.
@dorkins: it is life-threatening, dickhead.
@dorkins: When generally speaking, when you stop breathing in your sleep, it can be life threatening. Generally though. If you're good at holding your breath in your sleep, you're good to go.
It's life threatening because the person actually stops breathing and the body is deprived of oxygen. The machine of which he speaks, I believe, forces air down their throat and keeps the airway clear while they sleep. He has a valid complaint.
@Git Em SteveDave: He said he could fly without it, but he couldnt sleep. I wonder why they booted him then.
"...An 8 page letter..."
That's your first problem. You have to keep complaint letters short and simple. No one at the company is going to take the time to read a novel.
I say take them to small claims court.
@Mariallena:
I would think that if I couldn't sleep after a 14-20 hour flight, I'd be rather worse for wear, disoriented and rather pissy.
But, no, that isn't his disability. Sleep apnea is his disability. It's the sleep apnea would have caused him to not be able to sleep.
Americans with Disabilities Act lawsuit?
@Mariallena: If airline is unable to follow it's own policies, than it should compensate the customer.
And try flying US to Thailand without falling asleep. It's long, tiresome, boring. Those who cannot fall asleep on those flights will be VERY miserable in the end. (Speaking from personal experience)
And when you cannot fall asleep without dropping DEAD from SUFFOCATION. Yes, that is a disability.
@ClayS:
funny funny
I wish the title of the story had been "United cant find a power outlet to save your life."
The airline did act poorly. That is not in dispute.
However, since when is a C-Pap machine a high-level requirement for a plane flight? Yes, sleep apnea can be life-threatening, but who is able to sleep deep enough for it to kick in on a flight? (Seriously, leaning over and slumping isn't exactly 'restful sleep'.)
Truly life threatening ailments usually have some sort of a battery backup...
@seth1066: Some ''business class'' seat are only different from economy by food served by the airline. Same seats, same space, more expensive lunch.
@dorkins: "Sleep apnea is life-threatening???"
Dorkins, reading isn't just fun, it's Fundamental. You must not have gotten as far as the second sentence in the article where they point out:
"Sleep Apnea, a potentially life threatening disorder where sufferers STOP BREATHING in their sleep."
@dorkins, Mariallena: I would call not breathing life threatening, yes.
Again, it's called Google people. In fact, any search engine will do.
To Glenn: Try elliott's blog: [www.elliott.org]
Actually, I think he reads the consumerist. but it wouldn't hurt to write to him too.
Not sure how I feel about this. Did he bring an adapter that allows him to use airplane outlets?
United found that he was in danger if he flew on that flight so they did the responsible thing of booking him on a different flight. The fact that he was initially upgraded to business class is in the favor of United as well.
United has a plane that doesn't have a single working outlet? Most internation planes have an outlet in EVERY seat.
Man, some of you people are just jerks. Just because you can't empathize does not make the airline correct. You fail, go to sensitivity training.
I think this guy did everything needed to be upfront about his desired "COMFORT" while flying a long distance.
If they can not accommodate his needs, all they had to do was say so and this guy would have chosen a different carrier.
Hmmmmm
After Hurricane Katrina my dad and his c-pap went without electricity for 6 weeks.
He is still alive.
I blame the consumer, it's their fault for having sleep apnea ...
@AaronZ:
Did you get to the third paragraph?
If it's really life threatening, how come the guy agreed to travel without using his machine?
Is he stupid?
Suicidal?
Or a crybaby who wants a big check from United?
@axiomatic:
That pretty much sums it up. They assured him of the electrical facility he needed, they reneged, and then they did not fairly compensate him.
@StevieD:
That isn't the point here.
He was told that he would be able to use his device on the plane.v They lied to him, put him on another flight and royally screwed up his travel plans (plus they cost him money).
Besides, who says your dad and this fella have the same level of apnea?
@dorkins:
yea, my friend's dad just died from it a couple months ago. try not to be so sarcastic about things you don't know much about
@Git Em SteveDave: Read the letter again; the original cancellation ostensibly had nothing to do with accommodations.
@seth1066: What does it matter if it was Business or First? They're indistinguishable a typical coach passenger like me. And he was kicked off the airplane before it took off.
@anyone-saying-it's-not-life-threatening: Read the letter. A) In some cases it is and B) Theresa added life-threatening in this case:
I found myself on a BOS->LHR redeye in a seat without a power outlet. According to seatguru.com, my seat was supposed to have one. Of course, I could have selected the wrong aircraft type, but it's still AA's fault nonetheless.
So I was faced with a life threatening risk - my movie player running out of juice 2 hours into a 6 hour flight.
I was considering getting off the plane and leaving. But since I didn't have my receipt with me, which I thought the stewardess would ask for before letting me leave, I was faced with only one alternative.
Asking to move to a seat with a power outlet.
And they actually let me do it.
@StevieD:
Sleep apnea is a matter of degree. Some cases are severe and life-threatening. Thankfully, your dad's is not as serious.
@Rectilinear Propagation:
If it so dangerous, how come he agreed to travel without using his machine?
The guy wanted to travel anyway, because there is really no risk to his life and he had got upgraded to business class.
United kicked him out (probably not the wisest decision) and know he wants a big check.
@Mariallena:
The man was obviously being sarcastic. He said he could go without it, but wouldn't be able to sleep. He obviously didn't want to go on a long flight like that without being able to sleep.
If it's really life threatening, how come the guy agreed to travel without using his machine?
@Mariallena: Um, because he was going to stay awake?
Or a crybaby who wants a big check from United?
No, he's a customer that lost both time and his original lodgings for his trip because United can't be honest about the fact that they don't have outlets for their passengers to use. United was the one who messed up here.
Life saving medical equipment?
Surely you're joking?
I'll be first in line to agree that the airlines handled this in a despicable manner and should be held fully accountable for their inability to get things together and have the necessary ammenities available for a customer with a handicap.
But by no means is a C-Pap a piece of life saving technology, most people with apnea find it difficult (or impossible) to get a restful night's sleep without their C-Pap, but beyond that there is no further medical function of the device and its not emergency or life-saving equipment.
Frankly, I expect much better of you guys Consumerist.
@Mariallena: Ummm cause he said he wouldnt sleep? Therefore, his condition wouldnt kick in. Reading and logic, not that difficult.
Glenn was well within his rights to call the airline to ask for accommodation. However, the airline could have initially refused because a CPAP machine really isn't a medically necessary device while flying. But, the airline agreed to accommodate Glenn and then eff'ed it up royally. The problem here is not that Glenn asked United for accommodation when it was only desired, not necessary. But, it's that United said yes, then no, then yes again, then no, then pretended not to know him, then yes again, then no, etc. Since United said YES originally, that is what they should have honored.
@Mariallena: Maybe you need to reread the third paragraph. He shared the outlet with a friend in his party who had the same machine.
@Mariallena: The guy said he could travel but he'd have to stay awake. It's a SLEEP disorder. So if you stay awake you're ok. But... well, s'not very fun.
@statnut:
So now we have gone from a life-treatening disability (dying in your sleep) to a slight inconvenience (not being able to sleep during a flight).
Lots of people out there don't sleep on flights and don't expect any special treatment for that.