United Airlines to the Deaf, it’s not our problem.

United Airlines to the Deaf. Not our problem. When you travel over 150 times a year you would think Airlines would have more appreciation for you but no really. When Trix Bruce a Deaf performer asked a simple question the response was more of a “Not our problem” instead of a “A great way to show we care for the Deaf”

See below the letter and then the response from United Airlines.

Please allow me to share my concern. I am profoundly Deaf and travel around America quite frequently. I have enjoyed your airline for years.

However, I have a complaint. I understand and respect your airline policy about use of the first class restroom. Several times I have used the restroom in the first class section.  As a Deaf person, I am very sensitive and really appreciate the comfort of the first class restrooms.

Using the back restrooms, on the other hand, is challenging because of strong sensations from the motor running that interfere with the ability to relax and relieve myself. It takes a lot of time to adjust my body as I try to ignore the vibrations. 

Using the first class restroom is much easier and more comfortable.

I didn’t like the agents telling me that I was only allowed access to the back restroom. This wasn?t the first time that I had to use the back restroom, and it was especially irritating while they allowed others to use the first-class restroom because the drink cart was blocking the way to the back restroom. I would much prefer to use the front restrooms instead, especially as the agents allowed other non-first-class passengers through. 

I work very hard as a Deaf self-employed business woman and I frequently travel on your (relatively expensive) airline. I was very displeased with your agents blocking me that day. Some agents are friendly and have let me use the front restrooms. Some agents are rude and refuse.

This is why I decided to report my concern about respecting the special needs of Deaf people, who are very sensitive to vibrations.

Trix Bruce  

United #DC805358

Response:

Dear Ms. Bruce:

Thank you for including United Airlines in your recent travel plans.  Your letter came to my attention at our corporate offices and I was asked to respond to your concerns.  We value our customers, and it is our goal to provide you with the highest level of service at all times.  I regret that we did not meet your service expectations this time.

Inflight crew members are required to direct customers to use lavatories in their respective ticketed cabin. In order to preserve the integrity of our first class product, our first class lavatory is reserved for the use of customers seated in the front cabin. However, as a matter of courtesy, our flight attendants will allow customers seated in coach to use the first class lavatory when carts are blocking their access to the coach lavatories or a customer with ambulatory limitations is seated at the front of the coach cabin.

Our goal at United Airlines is to ensure that travel for our customers with disabilities is as stress free as possible.  To help meet this goal, we provide Complaint Resolution Officials (CRO) at all our airport locations.  These employees are available upon request, and are specially trained to assist when problems arise to ensure customers with special needs are handled correctly and according to policy.  If you choose to travel with us in the future and have questions or concerns about disability related services, you should bring them to the attention of any United employee.  If that employee is not able to assist, you should ask for the intervention of a CRO.

While I respect your perception that the service you received was unsatisfactory, I did not find any evidence that there were any disability laws broken in this instance; however, this comment is not intended to trivialize your disappointment in our services, but merely to foster better understanding between us.  I must also advise you of your right to address service issues of this nature with the Aviation Consumer Protection Division at the U.S. Department of Transportation (DOT)  according to 14 CFR Part 382, but you should know that their involvement neither determines nor influences the issuance of personal compensation by the air carrier.

Ms. Bruce, contrary to the impression that we left with you with, your loyalty as a MileagePlus member means a lot to us. It would be our honor to serve your future travel needs.

Regards,

Susan Campbell

Complaint Resolution Official (CRO)

DOT/Disability Specialist ? Corporate Customer Care