My 73 (74 in Oct) year old Mother-in-law suffered a fall and a fractured leg while visiting my family in Kansas. She was released from the hospital after building the strength to minimally push herself in a wheelchair and use a walker with ($200+) arm extensions. She flew from Kansas City to Intercontinental Houston Airport on Friday, August 4th. I booked her a wheelchair accessible direct shuttle for $48, confirmation #1250594. She was picked up as scheduled and driven home, upon arrival, it was found that the driver had failed to load her luggage and specialized walker into the van. The driver was apologetic, made several calls and a representative at the airport found the items on the sidewalk. The driver told her that they would be back with her luggage that night. My husband called the reservation line and spoke to two different representatives that were able to get a hold of dispatch in Houston. They told him that she should have them in about 2 hours, that they were just waiting on a fare going to the same area. Saturday morning, afternoon, and evening come with no luggage or most importantly the walker. NOW she has received a message stating that if she wants her luggage she will have TO PAY an additional $48 for her luggage to be delivered!!!! AND id she doesn't pay, she can take it up with management on Monday. Did the first $48 not include the airline passenger's luggage as well?!?!?!? This is beyond outrageous. I can't believe that a 73 year old disabled woman's walker is being held hostage for $48. Absolutely terrible and certainly not "super.""
06 August 17