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According to KHON, Theresa Purcell, who is wheelchair-bound with Charcot-Marie-Tooth's disease, said she was trying to board a commuter flight from San Diego two years ago and asked the agent for help climbing up the stairs. That agent allegedly told Purcell that it was too late to set up a ramp to help her.
"There was a ramp right next to the plane and she was like, 'Oh, it's too late,' so I was like, 'OK, so we can't just, the ramp is right there. Can't you guys just push it right here so I can get on?' and she's like, 'Oh, I'm sorry,'" Purcell, 33, told KHON.
Christy Ho, Purcell's attorney, added, "When she got on the plane, the flight attendant tapped her on the shoulder and said, 'You're a trooper. I've never seen anybody crawl like that.'"
"On behalf of US Airways and American Airlines, please accept our apologies for the difficulties Ms. Purcell experienced with her request for level entry boarding. It is imperative to provide essential care and to have a sensitive approach when assisting our passengers who have special needs.
"According to CFR 14 Part 382, carriers must train employees with respect to awareness and appropriate responses to passengers with a disability, including persons with physical, sensory, mental and emotional disabilities, including how to distinguish among the differing abilities of individuals with a disability. Additionally, airlines must promptly provide assistance requested by a customer with a disability in enplaning and deplaning. This assistance must include, as needed, the services of personnel and the use of ground wheelchairs, accessible motorized carts, boarding wheelchairs, and/or on-board wheelchairs, and ramps or mechanical lifts.
"We regret that a ramp was not requested so Ms. Purcell would be able to board the aircraft without going up the stairs, assistance should have been provided shortly thereafter. Based on what you've shared, it appears our employees didn't provide the attentive, courteous and professional service we expect as a company. I understand how the way you are treated can affect your impression of our airline and sympathize with your displeasure.
"After review of the facts, American Airlines admits they were in violation of CFR 14 Part 382 for not having provided level entry boarding as requested."
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