Delta lost a disabled passenger's wheelchair, keeping him stuck on the plane for more than an hour after landing
Lawrence Simmons
- A disabled man had to wait for more than an hour on a plane after Delta misplaced his wheelchair.
- Lawrence Simmons said he was "in pain" on the flight and felt "angry" about his ordeal.
- Delta said regulations about the treatment of disabled passengers were not adhered to.
A disabled Delta passenger had to wait on a plane for more than an hour after the airline couldn't find his wheelchair.
Lawrence Simmons, 28, traveled from Los Angeles to Hartsfield–Jackson Atlanta International Airport on a Delta flight on June 12.
Upon arrival he was told by crew that his wheelchair was lost. Other passengers and crew left the plane and cleaning staff worked around him while Delta tried to find it.
One of the quadriplegic passenger's legs was in a splint after breaking it. He was traveling home to Atlanta with his sister and mother to attend a hospital appointment.
Simmons told Insider he felt "angry" and that he was "in pain" during the time he was left waiting on the plane. His wheelchair was later tracked down at baggage reclaim before being brought to the gate.
Delta sent Simmons a letter, seen by Insider, on June 15 apologizing for the incident and said there were "several miscommunication errors" that contributed to the delay in finding his wheelchair.
"The agent and flight attendant interaction you received was unprofessional and does not represent our brand. After such a long flight, being delayed over an hour is unacceptable," the letter said.
Delta also said in the letter that a violation of Federal air travel rule 14CFR part 382 occurred at the airport in Atlanta. It requires airlines to take measures to support disabled passengers and make its services accessible to them.
The regulation also stipulates that carriers "must not charge for the transportation of the safety assistant" to support the disabled passenger getting off the plane. However, the family spent almost $2,500 on their tickets, including tax and other fees. Insider has verified this figure through documentation.
Simmons was issued a travel credit voucher worth $500, while his mother and sister were given vouchers worth $200 each.
A Delta representative told Insider: "We sincerely apologize for this customer's experience and are in direct contact with them to make things right. Our people are rigorously trained to deliver elevated and caring service to all customers, and we understand the frustration that comes when we fall short. The appropriate managers have been notified, and we will continue to proactively work with our Advisory Board on Disability and our cross-divisional processes teams to improve the travel experience for those traveling with wheelchairs or scooters."
Another disabled passenger last year said she felt "humiliated" and treated "like an object" after Ryanair, a European budget airline, lost her wheelchair. She also had to wait on the plane while staff cleaned around her.
More than 11,000 wheelchairs were mishandled by US airlines last year alone, per the Department of Transportation's Air Travel Consumer Report.