Rachel Palmer

@AmericanAir has space on a flight tonight but won’t rebook my brother because “he won’t make it to the airport on time.” The flight is in 5 hours. He’s at the airport now.

@AmericanAir is insisting that disabled passengers queue in long lines at the airport to rebook flights and that they cannot assist virtually. This is discriminatory. Meanwhile, @Delta immediately confirmed that they can rebook a flight from American with accommodations.

@AmericanAir is claiming there are no flights until Saturday and are refusing to rebook my brother on another airline, causing him to miss appointments. This is worse than any service I’ve received on Southwest or Spirit.

@AmericanAir continues to tell my disabled brother who cannot queue in lines that the only way they can help him is for him to stand in line at the airport where gate agents are telling passengers they cannot help them

@AmericanAir just told my disabled brother he has to go queue in line at the airport to get vouchers for a hotel when he is physically unable to do so. If @PeteButtigieg is looking into Southwest federal violations, it would be great if he could also look into @AmericanAir

Why is it that despite the FAA outage, @Delta and @united are able to assist their customers but @AmericanAir will not? I’ve never seen such discriminatory and rude service on either airline as I’ve seen on @AmericanAir in the past 12 hours.

It’s absolutely unacceptable for @AmericanAir staff to tell a disabled person to “just walk up to a gate agent like a normal person.” It’s unacceptable for staff to tell disabled people to wait at the back of the line and then refuse to help them. This is an #ADAviolation

At the airport last night, my disabled brother was shoved around and couldn’t get a gate agent to help him. When he tried to get the attn of staff, he was snapped at and told to wait his turn at the back of the line as a disabled person. @AmericanAir - this is an ADA violation.

@AmericanAir stopped responding to messages and I still have no assistance for my stranded brother. Several of my friends have helped by calling the airline and have been hung up on by customer service reps.

So far @AmericanAir has: - claimed there are no flights available even tho there are and refused to rebook my disabled brother on available flights on @Delta or @united - said its’s not their problem disabled people are stranded at the airport and there’s nothing they can so

So far @AmericanAir has: - left disabled passengers stranded with no information or assistance, without access to hotels, food, or transportation - demeaned disabled passengers and told them to just “walk up to an agent for help” when they were physically unable to do

@AmericanAir It is absolutely unacceptable for @AmericanAir to tell disabled passengers to just “go talk to a gate agent” when said passengers are physically unable - and have said so repeatedly - to do so and when the crowds of disgruntled prevent said disabled people from accessing agents.

@AmericanAir I do not think it is acceptable to make this conversation private without addressing that @AmericanAir has engaged in ADA violations and refused to help disabled passengers.

@AmericanAir kindly explain to me why your airline left disabled passengers stranded at 2 am without a flight at the Honolulu airport with no explanation or guidance, no hotel or food vouchers, and absolutely no rebooking. @Delta and @united would never do this.

@AmericanAir I do not understand why @AmericanAir refuses to provide quality customer service and comply with ADA regulations with @Delta and @united go above and beyond to support their customers and help passengers in need.

@RachelPalmer765 We took this tweet to heart and we're willing to help where and whenever we can. We'll talk some more over in DMs, as we see you over there.

Tonight I got to see firsthand how @AmericanAir violates the ADA and leaves disabled passengers in the dust. My disabled brother is stuck in an airport unable to get assistance from a single #AmericanAirlines representative. His flight has been delayed 5x.

@AmericanAir Honestly, this needs to be public. For your customer service reps to insist that disabled people wait in line in crowds to rebook their own flights when this is @AmericanAir ’s mistake is an ADA violation. This is unacceptable.