1 Jan, 2018 → by ClaimboUser665831
discrimination towards customers in wheelchairs

2

I am writing this complaint in regards to an incident that happened on Sunday, July 16, 2017 at Trenton-Mercer Airport. My mother in law Dolores Costantini, confirmation # 6XSJ97, was flying home to Florida, flight number 1623 at 6:53 PM. We arrived at the airport at 5:00 where we waited in line to check her bag. We arrived at the desk and I stated to the employee that she needed a wheelchair to get to security and onto the plane. This was stated on her itinerary when I booked her flight. She rudely told me there was no one available to take her down to the terminal, however I could wheel her down and someone will be there to get her through security and onto the plane. So now I'm doing the job of an Allegiant employee. I take her down to security where the TSA agent tells us there is no one down there to take her through security and I have to get a pass to do it myself. I go back upstairs to get a pass and I need my license to do so. I have no ID with me since my husband drove and dropped us off and was waiting in the cell phone lot. Now, I have no way to get her though security and to the plane. At this point I am livid! There is nothing I can do at this point and no one at the airport or from Allegiant was willing to do anything either. Finally someone in line waiting to check in asked if she was going to Punta Gorda and I said yes so she pushed her through security out of the kindness of her heart. A total stranger had to do the job of an Allegiant employee because no one there was willing to do their job. Once she got through security, she thought someone from the airport was going to wheel her up the ramp. Not the case. She was told it was her problem that she wasn't there two hours ago when someone was there to assist her. First off, you don't board two hours in advance. They were being rude and mean to my poor disabled mother in law. Again, the kind person that wheeled her through security took her up the ramp and helped her board the plane. This incident is not over. I am writing to the ADA and the US Dept of Transportation. You offer wheelchair assistance, however it is not anyone at Allegiant's responsibility to get your customers on or off the plane. I will never book Allegiant again due to their total lack of competence, professionalism and discrimination towards the disabled.
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