Our American Airlines flight from Cedar Rapids to OHARE last month was delayed so we missed our connection to Lisbon at Philadelphia airport. American Airlines shifted us to TP (Portuguese Airlines) instead and told us my 90 year old wife's wheelchair assistance request, which had been confirmed in writing for the entire flight to Lisbon, would transfer with TP. When we got to Lisbon there was no wheelchair waiting for her and that they said they did not get the request. They were no help at all and she had to struggle on my arm to get through the airport. I contacted AA and they quoted some policy which they clained freed them of any responsibility for this matter or the following one: our luggage ended up being sent to Lisbon via Philadelphia and arrived four days late. Neither TP or AA said they had any responsibility for getting the luggage to us. I had no choice but to pay our hotel in Sintra 200 Euros to pick it up for us. When I contact AA they hid behind a policy and washed their hands of any moral responsibility for either of the above lapses. I would suggest avoiding flying with either airline.
Posted by
Charleston & Birmingham
4681 posts
I would think TP would be subject to the EU guidelines and I would imagine they have something to say about delayed luggage. Hopefully someone else will weigh in on what can be done from the US side-have you told your story to TV stations that could publicize this? Have you notified organizations that advocate for people that are disabled? You should also contact congresspeople who are on the committee that regulates the airlines.
Posted by
Bend, OR
1159 posts
I believe your options are listed in the above article. You don’t state whether you filled out the required forms for delayed/lost luggage.
Posted by
Cascais, Portugal
1848 posts
So sorry you had such a bad experience. However, I will say I fly both airlines regularly and have had a wheelchair for several years now. In all that time, I had one bad experience with TAP and one with AA, at Lisbon and Heathrow. The rest of the time, the service has been great. The wheelchair assistance is the airport from what I’ve been told. The airlines contract with the airport for this service.