An open letter to delta

Dear Delta Airlines

I'd like to commend you on the professionalism and care of your gate
agents, baggage handlers, and your customer service staff; I'd like to

compliment your staff on how they handled a problem with expediency

and fairness; I'd like to tell you how equitable and reasonable your

fees are. I'd like to compliment you on all of this; but given my

experience on 12 June 2011 and the days following, I cannot.

On 12 June 2011, I was returning to Atlanta Georgia from Oklahoma City
Oklahoma following a wheelchair fencing tournament. I checked my
fencing equipment bag, my secondary wheelchair and my carry on.  I was
traveling alone and would not be able to manage my bag and maneuver my
chair during my scheduled connection. I understand getting charged for
two bags, but individuals who require the use of mobility aids should

be able to check one bag for no charge.  After all, your Delta Air Miles
members get one free bag just for signing up.  I would think as a responsible

corporate citizen you would want to be seen as someone who is
concerned about the needs of your disabled passengers, as well as
those who use your credit card, or has profit overtaken your common
sense?

I have flown extensively in my life and am familiar with airline

policies regarding disabled passengers, specifically those that deal

with the gate checking of mobility devices and those regarding

boarding of those individuals.  Apparently those policies have changed
in the last few months since I last traveled with  Delta, as when I

approached the gate agent in Oklahoma an hour before boarding of my
flight to secure a gate check for my chair and to make the boarding
process easier for the gate agent, an attempt was made to have me
transfer into a seat in the waiting area and have me wait there until

the flight was boarded.  My chair would be placed aside, along with my

mobility until the flight.  Is it now the policy of Delta to limit the
mobility of disabled individuals within its waiting areas?  

 Surely you are not intending to deny a person freedom of movement within a
public area for the convince of your staff?  I did not give up my
chair, as I am sure you would not give up your legs.
I know that statement sounds ludicrous, but my wheelchair is my legs
and to be asked to give up my mobility shows that your staff are not sufficiently

trained and have total a disregard for individuals with disabilities.
Another disturbing policy change that I noticed on my 12 June 2011

flight was in the order of boarding.  It has been my experience that I

am first on the plane and last off, giving me sufficient time to

negotiate the jetway and get to and from my seat, providing a

measure of safety for myself and my fellow passengers. 
 I am fortunate that I can walk the short distance from the cabin door to my seat at
the bulkhead or a just behind it with the aid of the seat-backs and

arm rests  as balance points.  This eliminates the need for an aisle
chair and makes the gate crew’s job a bit easier.

 On this flight I was boarded with general boarding.  I was followed down the jet way by the
rest of the passengers and preceded on my way to my seat by the
passengers ahead of me.  The seat-backs and armrests that I needed as

my handholds were eliminated because the first class passengers had
already been seated. This policy must have been changed to accommodate
the tight scheduling now required in the world of air travel, because
I am sure you would never put scheduling ahead of the safety of any of
your passengers.

After my flight landed, the luggage I had paid $185 for was not to be

found.  This happens; it’s an annoyance of travel and I have had this

happen before so I waited for the flight that my luggage had taken.
When it had arrived I found my secondary wheelchair had been bent

beyond repair, and its wheels had been warped beyond true. 
 Following procedure, I filed a damage claim and was told that I would be

contacted by a Delta representative who would assist in the repair or
replacement of the wheelchair. I waited until 16 June to hear anything
from your customer service department and when I heard nothing, a
registered letter was sent to your corporate office, which I was told
initially did not physically exist, detailing what has been detailed
in this open letter, again I heard nothing, no explanation as to how
you intend to replace the wheelchair that cannot be mended. No
explanation as to why the individuals who sign up for your credit card
get one free bag on Delta flights when a person using a mobility
device cannot have one bag. Nothing regarding the treatment I received
at the hands of your gate agent, and what you as responsible corporate
citizens plan to do to prevent something like this from happening to
disabled individuals in the future. No response was received to the
registered letter so I have now been forced use this forum.  I hope
that we can finally come together and reach a solution to the issues
mentioned above.
Respectfully

Richard F Zengler