Hothir, the airline - once they found out they had made a mistake - should have bent over backwards to amend that mistake, especially after leaving a passenger in the wrong terminal for
hours. Certainly much more than simply offering an overnight stay voucher (not for free, but at a "discounted rate") and leaving it at that. That may mollify the average business traveler for missed flight connections, but this was an elderly woman with limited mobility (not to mention limited means, but that wouldn't have been apparent just by looking at her) who had already been marginalized at the first airport*. It may be business policy, but it's not good customer service. Maybe it's my 'Southern hospitality' showing, or maybe it's the Scout in me, but a
lot more could have been done to amend the situation.
The article isn't clear how strong an attempt was made at holding the connecting flight, or failing that, finding an alternative connection - even on another airline. Providing a meal and/or other senior 'assistance' (restrooms and other needs - e.g. water fountains - are often difficult for people with limited mobility to navigate) while in the terminal would have been a good idea too. People that are hungry and thirsty - esp. if they're dehydrated or distressed at having to relieve themselves, or distressed at having done so already - don't think all that clearly.
The article also doesn't mention whether it was a wheelchair or a motorized tram to get her from her flight to her connection, but I would think if there were any distance over 100 yards from one doorway to the next, a motorized tram would have been the way to go.
Sorry for the rant, but thinking that if it were my late, disabled uncle (MS) or a couple of frail relatives (also now deceased), or my friend's frail parents having to go through something like this makes my blood boil.
*That's why I think it's a shame that these days people without a boarding pass can't get past the security checkpoints. Before that particular idea was enacted, this probably wouldn't have happened. The lady's family could have taken her to the correct gate themselves in DFW and stayed with her to see to her needs and see her off. I can understand - sort of - the reasoning, wanting to limit the number of people wandering around a secure area, etc., but even before 9/11, everyone going past a certain point had to go through security.
Originally Posted by EagleJCS
Hothir, the airline - once they found out they had made a mistake - should have bent over backwards to amend that mistake, especially after leaving a passenger in the wrong terminal for hours. Certainly much more than simply offering an overnight stay voucher (not for free, but at a "discounted rate") and leaving it at that. That may mollify the average business traveler for missed flight connections, but this was an elderly woman with limited mobility (not to mention limited means, but that wouldn't have been apparent just by looking at her) who had already been marginalized at the first airport*. It may be business policy, but it's not good customer service. Maybe it's my 'Southern hospitality' showing, or maybe it's the Scout in me, but a lot more could have been done to amend the situation.
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