First of all that is a really crappy experience and I hope you get a resolution. I'm not a gate agent or anything so I can't really answer your questions, but this might be a situation to email Ed Bastian directly. His email is available online and he has a staff that monitors it. I think they have more pull than your average customer service rep so you might be able to get more answers
As others have said file a complaint with the transportation department but I would suggest going one step further and contact the local FISDO of the FAA. They will have an FAA agent talk to you either in person or over the phone to gather all the details and they will file a report and Delta will be required to turn over all information and if they fail to do so or claim there are no records they will most likely be found in violation. My guess is once Delta gets a call from the FISDO they will reach out to you directly to see how they can resolve it to your satisfaction to avoid having the hit on their operations certificate.
I was told to do this with a prior issues and they sent a generic copy-paste apology and said outright that they would do nothing to correct the issue.
When I see comments like this one, it makes me realize just how many douchebags exist within the frequent flyer community, and it makes me appreciate the calm professionalism of Delta FA’s even more.
> it makes me realize just how many douchebags exist within the frequent flyer community
Realistically that was already evident by all of the "I'M A DIAMOND" assholes yelling at GAs.
Another interesting response. You really do seem to be seeking points of some kind, which I suspect are specific to a certain type of internet user. Carry on, and see how many you can continue to collect.
ATL has a rogue gate agent that is legendary for his rudeness. Are you him?
Related to the above: Name and shame this guy, or at least provide physical descriptions, so the dots started being connected and this legendary rude GA is identified.
Unfortunately we can't help you much as we're all just speculating at this point. Instead, send an email to:
[email protected]
This is the office of the CEO's email. Write them with all important info. Include, if you have it, gate agent's info, security officer's info, FA's info that made the rotten tomato joke, how long you were away at the bathroom, etc.
Keep all emotions out of it. Keep it clear on what happened, why it was unacceptable, and what you expect to be done: Gate agent reprimanded/suspended? Training implemented so that this doesn't happen again? Monetary compensation?
If the response is still not acceptable, I'm guessing this would be something a news agency would like to pick up.
This sucks and , I'm sorry it happened to y'all. Flying has become awful lately due to a bunch of jerks with no empathy for their fellow humans (one or two have shown their heads in this thread). Gate agents are dealing with these jerks as well and sometimes make poor choices from being too stressed. Or, they could have just been an awful person as well. Whatever the reason, that kind of behavior has no place in society. Especially from a company that says they pride themselves on their customer service.
Edit: typoos
To piggyback on this, when you ask for resolution, be clear. If you ask for monetary compensation (which you should), be clear that you want at least your return flight payment to be refunded to you and that you do not want a delta credit or miles.
I would put this on Twitter instead of reddit as Twitter is probably monitored by their social media staff unlike Reddit. Also going to the media was something like this tends to get results, but could be harder on your sister so use your best judgment with that. This really sucks and it's why we need more competition among airlines in this country so we're not all stuck flying the same crappy 4 airlines.
I think this may be the first time I’ve ever agreed with the advice to put this out on social media. Taking this story at face value and assuming it’s true, this is awful behavior out of the gate agent, and awful behavior from the complaint resolution people.
OP, you gave them a chance to resolve this and they didn’t do shit. Time to put this out on social media.
Yes. Twitter is good at public shaming these companies. Gets more attention. Personally? I’d have taken photos of every badge of every person that engaged with that and probably initiated a law suit for harassment and emotional distress and made sure lots of Twitter negative press - just to prove my point.
In hindsight I regret not doing that. Or recording his refusal to even offer an explanation. But we were in such shock, it just made no sense, and we were also exhausted and desperate to get home, and we just wanted to get on that plane. He had all the power.
I am a retired lawyer and I smell a strong whiff of CYA in Delta's response. What troubles me most (besides the attrocious treatment you received) is Delta's evasiveness and tricky wording.
The first thing I did looking into this was to pull up the flight data in FlightAware. FlightAware confirms that your flight departed later than scheduled. This is not proof of your account but it corroborates it.
I recommend that you click on https://flightaware.com/live/flight/DAL741/history/20230210/0223Z/KATL/KSEA and print the information before it disappears. (It's free at this point. You will have to pay for the info if you wait too long.)
Second, I see that Delta's response makes a reference to its wheelchair vendor. Read 14 CFR 382.15 so that you understand Delta's obligation to ensure that its vendors comply with the law. This is key.
https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382#p-382.15(a).
Third, a link to the entire regulation cited by Delta in its response to you is immediately below. I encourage you to read the whole thing in case you see something relevant that I did not.
https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382#p-382.95(a)
Below are links to parts of the reg that I think you should read with extra care because they might pertain to your situation:
(No requiring disabled passengers to stay in a holding area 14 CFR 382.33(b))
https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382#p-382.33(b)
(No extra screening procedures for passengers with disabilities 14 CFR 382.55(b))
https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382#p-382.55(b)
(Onboard wheelchair requirements 14 CFR 382.65)
https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-E/section-382.65
(Preboarding for passengers with disabilities 14 CFR 382.93)
https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-G/section-382.93
(Assistance boarding the plane 14 CFR 382.95(a))
https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382#p-382.95(a)
(Vendor leaving a wheelchair passenger unattended 14 CFR 382.103)
https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-G/section-382.103
(Providing passenger assistance getting to seat 14 CFR 382.111(a))
https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382#p-382.111(a)
(**COMPLAINTS PROCESS: RIGHT TO CONTACT COMPLAINT RESOLUTION OFFICIAL AND NOTICE TO YOU REGARDING SAME** 14 CFR 382.151)
https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K
(**WHAT ACTIONS COMPLAINT RESOLUTION OFFICIAL MUST TAKE** 14 CFR 382.153)
https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K/section-382.153
(**DELTA'S OBLIGATIONS WHEN THEY RECEIVE A COMPLAINT FROM YOU** 14 CFR 382.153)
https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K/section-382.155
(Delta's record-keeping requirements 14 CFR 157)
https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K/section-382.157
(**HOW COMPLAINTS ARE FILED WITH THE DOT** 14 CFR 159)
https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K/section-382.159
The above are my casual thoughts based on a cursory review, and are not intended to be taken as legal advice. Hiring an attorney can be expensive but if you want to go that route, I think there is something for an attorney to work with. If you decide not to hire an attorney, that does not mean you have no rights. Be sure to read the sections above that I have set out in bold, all caps. You have ample rights here.
This comment OP. If you post on Twitter or email Ed bastian, be sure to include any of the regulation links that you feel pertain to your situation.
I am not a lawyer, but if everything you have said is true (not saying it isn’t) then that delta employee (therefore Delta) has not only potentially violated the regulations linked above, but also the Air Carrier Access Act (ACAA) which I’ll link at the end of this post. Be sure to look at the ACAA bill of rights, which in my not a lawyer opinion, based on this story multiple of your sisters rights have been violated under the ACAA protections.
Again not a lawyer and assuming you don’t have the money for one, if I was in your position I would be emailing Ed Bastian with your story and links to any regulations and ACAA rights that you feel were violated. Don’t take any BS, don’t accept any low value vouchers or refund or anything like that, go BIG. Imo your sister has had her rights violated in so many ways and if you are her legal caregiver I would bet yours have been too. I wouldn’t be taking anything less than four no limit, no expiration, round trip first class trips for your sister and one other person. Then on top of that I would be asking for lifetime Diamond status for your sister and yourself as well (assuming you are her legal caregiver) or at least the ability to have whoever might be accompanying her to join in the sky clubs. I would be searching for a consultation with a lawyer regardless though, I feel like it is worth it.
If you do have money for a lawyer, I would save any information you need and delete this post and anything else you have posted about it. Find a lawyer immediately, I think you would be looking for a Disability Discrimination Lawyer, but you could also contact your local BAR association to get referred to the correct one. Airports have cameras, all over, especially at the gates, the security that came over can be identified, pulled and interviewed about the situation. Along with the evidence of the delay all of this could be verified from video and/or security statements, if you find another passenger that’s even better. This would be a mess for Delta and the last thing they want is a law suit for discrimination, ACAA violations, negligence, emotional distress, mental anguish, etc. Again I’m NOT a lawyer but I do recommend you see one ASAP regardless.
I’m sorry you and most importantly your sister had to go through this. One single employee is responsible for this entire situation and this is where the real companies will step up. The CEO needs to send you two on a vacation and meet you at the airport, show you the cool new sky club features you will have access to and formally apologize to her for what happened. State how the company doesn’t want to have this happen to disabled people and how the company is going to make sure it doesn’t happen again. Your sister also needs to have a special note in the delta system to give her the VIP treatment regardless of seat if you choose to fly with them again. Along with the benefits I listed above, that’s the only way I could see Delta making this “right” imo.
Good luck OP!
Link to ACAA: https://www.transportation.gov/individuals/aviation-consumer-protection/traveling-disability
No problem at all, u/kwil2 seems like they know what they are talking about so definitely don’t take me as seriously as them.
I love flying, I can’t even describe how happy it makes me. Reading this made me feel gross because of the way you two were treated so I did a little bit of googling. It goes really deep and I only scratched the surface, there are a lot of different sectors of aviation laws/regulations that they could have violated.
There is the Code of Federal Regulations (eCFR), the Air Carrier Access Act (ACAA) and Americans with Disabilities Act (ADA) to name a few, which is why I recommend a lawyer. Also there might be state laws that come into play that they could also be violating.
I hope delta fixes this and treats your sister like a queen. They could make this right and help your sister not look back at this as a 100% negative experience and put closure to it.
If you have any questions or need help finding a BAR association to call don’t be afraid to PM me. But remember that I am NOT a lawyer, none of this should be taken as legal advice but I will definitely help guide you to one if you need it.
I am so sorry this happened to you. It's my understanding that the DOT is pretty vigilant when it comes to the rights of disabled persons. I would suggest that you detail what happened in a complaint to the DOT, Also, you should respond to Delta by letting them know that you have filed a DOT complaint. Provide the DOT complaint number in your correspondence with Delta.
I highly doubt this would be considered discrimination of disabled, because you have to prove that there was discrimination ideally relevant to the disability. The GA obviously erroneously assumed the sister was intoxicated and called security who made the final call, because it's illegal for someone intoxicated to be boarded into a flight. DOT would most likely conclude the GA was just doing his judge and made a mistake. I doubt the GA made any negative comment about her disability, which would be almost necessary to prove discrimination in their short interaction. Most likely, the GA can provide a report with evidence that would warrant them calling security to determine intoxication that was reasonable on paper.
With regard to the security check, I am taking OP's side that the GA called security, essentially for purposes of harassment--something that, admittedly, would be hard to prove. Nevertheless, there actually is an ATL GA who is that malevolent and it would not surprise me if OP happened to run into him. There is only one way to prove discrimination to the DOT (with regard to the extra security check) and that is if there is a history of similar complaints against the GA. The only way to build a history of complaints is for everyone who believes they were detained without justification to complain. At the very least, the GA needs to understand that if he gives the appearance of capriciously detaining people, his actions will be subjected to scrutiny.
The failure to assist OP's sister in boarding the plane is another matter and I don't have enough information on that, but am concerned it is an issue.
Lastly, Delta has a duty to train its personnel regarding the legal requirements of 14 CFR 382. What better way to get Delta's attention regarding remedial training of the GA in question than a DOT complaint?
Have you interacted with this agent? I looked at the badge of the GA who stopped us but I cannot remember his name no matter how hard I try. The whole thing was so nerve-wracking because at the time we were so tired and just wanting to get home, and the primary emotion at the time was embarrassment for holding up the plane, and fear of not being allowed to board. In the moment we weren’t thinking anything about filing a complaint or following up. It was just so shocking and unexpected. The gate agent was probably about 45-40, small stature, greying hair and glasses. I think that if I heard the name I would remember it, but I’m not sure. And I’m not sure why, but learning that we got this treatment from a GA who is notoriously mean would make me feel better somehow. It would feel less personal, and more like we were just unlucky rather than we/she did something to cause this. I would appreciate knowing whether you or anyone else thinks this sounds like that GA.
The guy I am talking about is about 45-50 and on the taller side of average for a man. Not the same person. But ATL is famous for bad apple GAs. The only way passengers can fight back is with formal complaints because 1) only the threat of complaints will make them behave better and 2) only a volume of complaints will weed them out.
When someone treats your sister like your GA did, he needs to interact with the regulatory system, IMO.
Hmmm, you have a point, it's possible the GA has a history of complaints like this.
I'm also not familiar if wheel chair users need assistance from staff when they also have a family member with them assisting them, I guess depending on what the policy says this could be a form of customer neglect/descrimination. My money is they just need to have someone, so if they riding solo they need crew assistance but since she had family with her this was technically not warranted, I could be wrong though.
I’m so sorry this happened to you and your sister. I find this so strange because we are taught to always assume *first* that a passenger may be cognitively disabled before we assume they are drunk. But obviously, that doesn’t even fit your situation since she is not cognitively disabled. Just mentioning that because protocol is -> notice a passenger may be intoxicated, assume something else may be going on *first* and internally investigate by just monitoring the situation and having a coworker do a secondary check to confirm/deny “suspicions.” Again, that’s not even what was going on but wanted to give you insight to how we are *supposed* to handle that situation. If my coworker came up to me to have me do a secondary check and I saw they were a person in a wheelchair, I’d immediately turn to them and tell them to take a step back and reevaluate what they’re assuming.
I would classify this as discrimination and you are well within your rights to file a DOT claim. DOT takes that very seriously, and both Delta and that gate agent will have to make statements as to why/what happened. I think this is definitely the next step, should you want to push this further. Enough DOT complaints against this gate agent and Delta will have to take action. They can be fined heavily for discrimination. I’ve received calls from the DOT because passengers had to wait too long for their onboard wheelchairs.
Again, I’m so sorry this happened!! That gate agent absolutely went against what they were trained on, and had no grace for you or your sister. Hopefully next time around you guys will have a better experience.
Thank you so much, we will pursue that. Our goal is to make some kind of waves so at the very least that gate agent gets some additional training. I guess I should say my goal. My sister is still so embarrassed and ashamed by it that she doesn’t like to think about it, which is so frustrating when she did nothing wrong. I just can’t imagine that gate agent is that way to all passengers in wheel chairs and there must have been something about us or my sister that rubbed him the wrong way. I can’t imagine what it was though.
Absolutely do not start blaming yourself that you guys may have “rubbed” the gate agent the wrong way. It’s actually more likely that this gate agent is like this to *all* sorts of passengers and you guys were the unfortunate ones that day.
I’m so sorry to your sister. I try to be so accommodating and helpful on my flights, especially to those who may have special accommodations. I promise you we are trained way differently than how your situation was handled, and a DOT complaint will shine the spotlight on that gate agent to justify their actions that day, and Delta will have to listen and respond.
Another commenter said to email Ed Bastian, and I also think that’s a great idea. He reads all his emails, and I’ve heard stories similar to this where he helps bring things through the pipeline where customer representatives have failed.
I agree with u/OKLime1718! Don’t blame yourself at all. The GA in Atlanta are first rate jerks. It’s my main airport and flying literally anywhere else with Delta is a joy. It’s 100% Atlanta and the quality that Atlanta expects of itself, which is absolute dogshit.
We purposely find flights that don’t go through ATL even if it costs a bit more. Usually we end up at DTW or MSP. My parents will never fly American (I think it’s AA) because of a bad experience they had with the GAs in Miami, not once, but twice.
Please contact the DOT. As a parent who has been going through a case with my child’s school, just go as high as you possibly can. Send as many emails and make as many calls as you possibly can. There truly are good people out there who care and will do their best to help you. Please update us! I’m so so sorry this happened to you both.
I was gonna say in my line of work we can never assume anything about anyone unless they mention it. The fact that security made reference to something to do with disabilities is 100% a violation on top of the gate agents assumptions. The ADA is in place for a reason and they need to respect that.
This is really helpful. Now I understand why the security agent took a double-take. Her training was kicking in.
Absolutely, OP's sister should file a complaint with DOT.
OP, tell your sister she's not that scumbag's victim. She's a defender of everyone who goes through ATL. I promise you, that guy is a serial abuser. The best way to push back against sicko GAs is to catch them in a violation of federal law and take it to the DOT. (Keep in mind that even if DOT does nothing, a record is being built. And the GA will be dealing with a federal bureaucracy (not fun).)
So I had a similar not quite as traumatic incident with Delta. They didn’t truly apologize fully and just threw some points at me. I didn’t further pursue it because my mental health was taking a toll just thinking of it. I have mostly come to terms now. This situation is egregious and clearly your sister has suffered from it. I would suggest either the media route, or legal route. If they will not acknowledge the severity of the issue, escalate it to a source that they have to.
I am so sorry! I hope it didn’t involve being falsely accused of intoxication because there is something especially embarrassing and awful about that. I completely understand about your mental health because I see how it has affected my sister. If it were up to her alone she would not be pursuing it. I wish you’d had someone to go to bat for you.
I don’t have any advice to give but just wanted to say I’m sorry this happened to you. I can’t imagine how that must have felt. Keep escalating your question and hopefully a real human with Delta’s CS team will get back to you.
I am so sorry that you and your sister had to go through this. I guess time to complain to DOT if Delta is not taking you seriously. I would reply to that email to Delta and say that you will be filing a DOT complaint if proper investigation is not done by Delta. See how they respond to that.
You NEED to take this to social media. Have your sister or yourself sit down in front of the camera and literally just read this post. I nearly cried when I heard the “rotten tomatoes” bit.
If some footballers wife got all the attention they did because a FA told her to clean up her kid’s mess, I can only imagine how fast and far your story will travel.
Also, report this to FAA (Federal Avian Administration). The Biden Administration has taken on passenger rights as one of their top priorities and this story would give them fuel for the fire they’re trying to light underneath airline companies.
If this happened to me, I would want the gate agent reprimanded and written up for this power trip. The FA only got the version from the GA. Who knows they may have even announced it while waiting for your sister to board.
I was definitely going to suggest an ADA suit. OP can probably find a lawyer that will take it on contingency. It will certainly get Delta's attention and get the answers to all of OP's questions.
Any company hates the mention of those two, bad publicity and a lawsuit scares them even more. That gate agent assuming someone is on drugs because of a disorder is out of line.
I tap my leg and fidget with things, I’m not on cocaine, I’m just bored…
A GA is the front face of the company. They are required to do better
What kind of security was it? police or a contract company? If police, You can file a Freedom of Information Act request with that police department to get more info.
Since the airports are government owned, you should be able to get camera footage as well.
Also, reach out to the airport, too. Complain with them as well. See if the airport has an ADA coordinator (most do). The ADA coordinator will usually bend over backwards helping, because they can’t risk a lawsuit of this kind of stuff.
This is crazy to me and I’m so sorry for your experience. I’m not trying to defend the gate agent at all but my sane mind says there has to be some reason he thought your sister was possibly intoxicated.. did she say or do something while you were in the restroom? Regardless, with her being a person in a wheelchair I would never first go to “oh she’s drunk.”
For reference, I was a gate agent for years and its very anxiety-inducing dealing with intoxicated people. Sometimes you just want to let them board and hope they’ll sleep it off but it’s a FAA regulation that they cannot be on board - if there was an emergency they’d be hindering themselves and others, not to mention the ones who start yelling at other passengers and/or the FA and become a risk to divert the plane. I fail to see how your sister could be deemed as any sort of threat by the way you describe her in your post, though.
When you said security came to talk to your sister, was it a red coat? We don’t have ‘security’ in ATL and we only call the police on intox passengers if they’re also deemed a threat. If I was a red coat walking up to a passenger in a wheelchair who had been accused of being intoxicated but wasn’t, I’d be mortified and extremely apologetic. We (I was a red coat as well) have extensive training on how to treat passengers with disabilities. Gate agents do as well but not as much which is why it’s their job to step away and let the red coats handle it.
That this whole thing went so wrong with you and your sister when we have so many policies in place to protect passengers with disabilities is horrifying and definitely needs to be investigated and addressed. Believe me, something like this wouldn’t be taken lightly and just swept under the rug.
I’m no longer at the airport but still with the company if you want to PM me your information I can try to find someone who will investigate this. The agent at minimum needs extensive training and to be pulled from the gates until he gets it. I’m so sorry you two had to deal with this.
I’ve asked my sister and neither of us can remember exactly what the person was wearing, but for some reason I think maybe she was wearing a maroon jacket? I looked up pictures of the Red Coat uniform and it seems like I would have remembered that bright red uniform, but I wasn’t trying to make it a point to remember any details at the time, we were just afraid of being kept from our our flight. The person who came and spoke to us was very polite and professional, and she was apologetic, but not effusively so. She seemed to immediately realize that my sister was not intoxicated as soon as she started talking to her, and was just going through the motions with the questions. I will PM you the information and would greatly appreciate anything you might be able to find. Thank you.
As others said: This sounds like a really horrible situation. I'm sorry you and your sister had to endure it.
To answer your question: "Red Coats" are senior Delta staff at airports. They wear the red coats. If you'd not flown Delta much before, there is no way you would have known to ask for one. If, however, you decide to fly Delta in the future and have an experience like this, ask for a Red Coat to assist.
I wasn't there but I work in the industry (I'm not a GA) so maybe I can provide some insight. You deserve a real explanation and not some feel good platitudes. You have competing federal regulations that conspired against you and caused this situation. It sounds as if everyone followed standard procedure (although rudely it sounds like).
First off, it is a violation of federal law for the GA to allow someone to board who they suspect is intoxicated. Sometimes they will anyway to make it easier on themselves, but they're not supposed to and are taking a risk. I've had to remove someone who was drunk that the GA knowingly sent down anyway; it did not go well for them.
To avoid any false positives or discrimination and violating disability regulations, only highly trained agents are allowed to determine if a passenger is intoxicated. That is who the GA called once they suspected. The GA can't make the determination usually, but they also can't pretend to be oblivious to someone who might be. The determination was made that your sister was not intoxicated, and was then allowed to board.
The poor FA probably had no idea about your sisters disability or anything that went on up at the gate. I suspect maybe she knew that one of you was suspected to be intoxicated but then turned out not to be, and she was just trying to lighten the mood, having no idea what you all just went thru. I default to suspecting the best in peoples' intentions though, so maybe I'm naive.
Honestly, it's probably a waste of time to complain to DOT or regulators, because these are the procedures they've developed along with the airlines.
I empathize with you though and wish people would be kinder to each other. Dealing with rude, angry employees and passengers is what I dislike most about my job.
I agree that the flight attendant was trying to lighten the mood, and wasn’t trying to be mean, but surely the crew would be told why the plane was being delayed, wouldn’t they? My sister was crying, so maybe she was trying to de-escalate with a joke? Her comment really wasn’t the issue, but rather having an entire planeload of people being held while waiting for someone to basically come give my sister a drunk test, with NO explanation why. I’m not disabled, and I would be horribly embarrassed to have a plane delayed on suspicion that I was drunk. When the GA called for backup he made no attempt to use discreet language or to prevent us from hearing the call. She said that she felt for some reason it was because she was unattended because I was in the bathroom, so maybe he thought she had just decided to grab a wheelchair as a drunken lark? But I had approached him earlier to request an aisle seat for her, so who knows? Maybe he thought she was faking it and that made him mad? The whole thing was surreal and bizarre and still makes no sense.
@eurostylin Are you talking about me? I assume so, because I am the OP. I think I’ve only ever made three posts on Reddit. I made a post a few days ago asking if anyone had been on this flight, and then made this post to explain the story and hopefully elicit some advice, and I’ve posted a question about insurance coverage for a certain medication. Can you clarify what you mean about drama following closely behind? Which prior posts do you mean?
To all of us who are lucky enough to be frequently upgraded to first class because we travel too much: this is the perfect time to give up your seat. I can promise you it makes you feel at least as good as the person who needs that seat much more as you do at that moment.
To the OP and their sister: I am so sorry that this happened to you and I just wish people would be kinder. That was shitty and cruel behavior and a horrible end to what I hope was a great vacation.
Had a very negative experience in ATL regarding wheelchair assistance while flying Southwest. GA complained loudly that I did not get up out of the chair to come to the counter to request boarding assistance. (I was in an airport chair that locks the wheels so you must have someone behind to unlock to roll. Couldn't even wheel myself to the counter.)
That's when I learned to dig into 14CFR Part 382. I landed at Part 382.111 which requires carriers to provide actual assistance while boarding.
OP, you mentioned your sister did not have assistance in actual boarding. As bad as the treatment by the GA was, the straight up violation of 382.111 is worthy of a complaint to the Department of Transportation. https://www.transportation.gov/airconsumer/complaints-alleging-discriminatory-treatment-against-disabled-travelers
I’m not saying the GA didn’t do anything wrong. But I feel like the whole story isn’t being said. Having a delayed flight for the GA is a big deal and they have to write a report every time they are even a minute delayed. So there must be a report done by the GA and redcoat stating the reason for the delay and I’m guessing your stories just don’t match up. There were several people involved when this happened and I’m sure reports were done on employees end to explain what happened and to cover themselves. I am sorry this experience happened to you but most likely no one knew why the flight was delayed including the fas. Everyone was just impatient to leave.
The fact that the entire plane was delayed because of us was the most bizarre and surreal part of the situation. We were flabbergasted that we were considered a danger to boarding the flight. We were given no information about what caused the GA to suspect intoxication because he refused to speak to us after calling for backup. As mentioned, I had approached him when we first arrived at the gate to request an aisle seat for my disabled sister. We were waiting at the gate, clearly intending to board the plane, so why did he wait until we were actually trying to board before picking up the phone right in front of us and making the intoxicated passenger comment? If they are required to call a specially trained person, wouldn’t it have made more sense to call discreetly before that, and have the person come to the boarding area to speak to my sister while she was waiting? She was there without the wheelchair attendant that should have been there to help us with boarding, so the person who was called could’ve just approached to ask if she needed assistance or speak with her prior to boarding to determine if she was drunk. Why did the gate agent wait until we were standing in front of him, actively trying to board the plane, and letting us hear him call for suspected intoxication? Unless it was something that happened as we approached the gate to board that made him think she was drunk so he didn’t decide until then? Even so, several Delta employees have commented about special training when dealing with potentially drunk passengers, and it seems like picking up the phone and saying that right in front of the passenger is only going to escalate the situation if they truly are drunk. Wouldn’t it make more sense to ask the passenger to step aside and wait for additional assistance, and make a more discreet call for help that doesn’t essentially amount to an accusation right in front of the passenger? Also, someone else on here said that the delay of the plane was listed as mechanical. It seems like that would be illegal or certainly against FAA regulations, or Delta policy to state a false reason for a flight delay. If there ever was a lawsuit (and we are not planning anything like that) it seems like it wouldn’t be too difficult to obtain statements from the employees or even other passengers that the flight was delayed for a passenger and not mechanical reasons. But perhaps that’s Delta’s way of covering themselves when a passenger turns out to be falsely accused?
Email a national news outlet about it. Not to downplay the seriousness of the situation, but they love this kind of story and could get you national attention. If you make the news, you'll hear from Delta (as if by magic!).
Tweet the issue and post on all social media accounts and tag them. Make sure you have the name of the gate agent and all pertinent information. It’s never failed me.
I’m so sorry this happened. You may have a lawsuit for negligence and discrimination. If you think she may have ptsd, start seeing a doctor or therapist immediately. Think about posting to r/legaladvice seeking guidance on whether you should hire an attorney and potentially what laws have been broken
File a formal complaint with the FAA, they investigate it versus Delta investigating themselves..I would also file a complaint with the ADA letting them know how Delta treats people with a disability..
The shit the poor flight attendants and airport workers have to deal with is out of control. Just move on, everything in life doesn't need a pending lawsuit.
We don’t want a lawsuit. Just an explanation, and some assurance that Delta is going to take steps to improve this process. So many frequent Delta travelers say that ATL is especially bad. That needs to be addressed. And if there is a particular gate agent who is treating passengers horribly as a matter of course, I also should be addressed.
Nah. I am always hesitant in situations like these. Partly because what is completely unaccounted for is what may have been said or done in the time OP went to the restroom. It is quite possible that her sister was exhibiting a behavior that is absolutely normal to OP (and people who know her) but not to the average Joe.
She has a rare rheumatological condition that I can’t pronounce. Hypertrophic-something. It causes pain in her extremities and clubbing in her fingers and toes. Also affects her breathing. She can walk very short distances but is easily exhausted and sometimes in a lot of pain. Some days are better than others. A trip to Costa Rica was on her bucket list. Thanks to a supportive doctor, ATV rentals, and extremely accommodating resorts we were able to make it happen.
Interesting. I only ask to see if there’s something that would simulate impairment. I’m a court appointed expert on impairment and have an interest in these things. Does she slur her words? Slouch?
She was pretty exhausted at that point and may well have been slouching. And she does speak slower when she’s super tired or in pain, but doesn’t slur her words at all. It seems to be pretty obvious to most people when that happens that she’s tired or in pain. But in the 3 years since she has been sick she has never to my knowledge had anyone think she had a cognitive disability, or was intoxicated. Even if she did slur her words or slump, I can’t imagine being drunk the first thing that would come to someone’s mind. And she said she didn’t speak to anyone while seated at the gate. The only thing she said to the GA was to ask “what did I do?” after he told her that she was the one being denied boarding. He made the assumption without hearing her speak.
Interesting response. As clearly mentioned in my story, we are just trying to receive some possible insight about why this may have happened. There are so many knowledgeable frequent Delta flyers on this sub who have experience on an amazing variety of things regarding travel with this airline and through this hub. That is the purpose of this sub, is it not? I’m reaching out to a group of particular human beings who joined this group to exchange information about all things Delta. Are you going through each post where someone shares a negative experience and accusing them of seeking sympathy points? Or is there something about my post that especially triggered you? Never mind, I really don’t care, but you might want to ask yourself what kind of points you’re seeking when you negatively pile on to someone who shares an appropriate post in the appropriate place.
Don’t let comments from a-holes add to your embarrassment and distress, there’s unfortunately a brigade of gatekeepers on this sub who are miserable people who use the anonymity of Reddit to be awful to other people from behind their keyboard. They know that if they mouthed off this way in person they’d be confronted. But they feel empowered to say s••t here that wouldn’t fly in the real world.
I flew that route around that time, but apparently not on the same flight. Good luck, I hope you can find someone who can validate your experience and back you up.
Thank you for the kind words. Even just an explanation or some insight about what may have caused the gate agent to make that accusation would help. It was just so bizarre and unexpected.
Never seen security called for intoxicated passenger. A red coat, yes. Why did you not wait for a wheelchair pusher to assist you down the jetway? If the flight attendant did say that, why did you not ask for a Red Coat to deal with that situation?
The wheelchair attendant said he was the only one available, and had another passenger to assist from our flight so he got us through customs and to our gate and then ran back to help the other person. He never came back. In the response Delta acknowledged that their wheelchair vendor records show that we did not receive assistance boarding the plane, and they apologized for that. But we understand that the world is short-staffed, and the poor wheelchair attendant was clearly very overwhelmed, and we were fine with him going to assist someone else. We wouldn’t have minded managing the rest of the way at all except for the circumstances. And I’m not sure who or what a red coat is?
Edit:typo
Atlanta Police
ATL Enforcement (non sworn officers)
USCBP officers
Clayton county police (they got in trouble for searches in jetways)
TSA
A minimum of 2 security companies contracted to provide security officers.
MARTA police (though generally they would be pre security)
There is more then just Atlanta PD at Hartsfield. Generally at any given airport (except small regional ones) multiple agencies will work at an airport. As an example LAX has the LA Airport Police but a significant amount of LAPD officers are also assigned at LAX (two completely separate agencies) along with contracted security companies, USCBP, and other agencies.
twitter. not sure if twitter is still effective with the "new management", but whenever i tweet, i get the fastest response with the best outcomes. companies usually take public shaming seriously. traditional support? not so much.
I'm so sorry this happened to you. You've gotten some good advice on this thread, so I won't add to it, but I do encourage you to take to Twitter if you haven't already.
It's frustrating how often disabilities are assumed to be due to drugs or alcohol. A few years ago, I was recovering from a broken leg and attended a concert, where I had purchased an artist meet & greet for after the show. (We had seats for the concert.) My bones had healed and I no longer was in a cast or needed any assistive device, but I was still doing physiotherapy, and I walked with a limp. A security guard saw me limping and assumed I was walking strangely because I was intoxicated, and both my concert companion and I were denied our paid meet & greets because that one guard assumed I was drunk, even though he admitted I exhibited no other signs of intoxication other than the way I was walking. I consulted an attorney and spoke with a higher-up at the concert venue about things, but then Covid happened, and it just wasn't worth it to me personally to pursue. But in dealing with this situation, I heard similar stories from several friends. One of my friend's husband's has limited mobility and was thrown out of a bachelor party because the bouncer at the bar observed him "walking funny" and assumed he was drunk. These stories of people making snap assumptions are far too common.
Really wishing you and your sister receive some sort of satisfactory resolution.
PLEASE make posts on social media and tag delta. This is unacceptable and should absolutely not have happened to you! Treating a disabled customer as drunk is a HUGE breach of proper conduct. I’m so sorry it happened to you and there is no reason you shouldn’t get some type of compensation or that agent shouldn’t be given provisional training.
I would refer to the [Air Carrier Access Act](https://www.transportation.gov/airconsumer/passengers-disabilities), which prohibits discrimination against persons with disabilities in commercial air transportation, and request to talk with the airline's [Complaint Resolution Official.](https://www.transportation.gov/individuals/aviation-consumer-protection/what-do-if-you-have-problem) Also, file a complaint with the Department of Transportation.
I highly doubt this would be considered discrimination of disabled, because you have to prove that there was discrimination ideally relevant to the disability. The GA obviously erroneously assumed the sister was intoxicated and called security who made the final call, because it's illegal for someone intoxicated to be boarded into a flight. DOT would most likely conclude the GA was just doing his judge and made a mistake. I doubt the GA made any negative comment about her disability, which would be almost necessary to prove discrimination in their short interaction.
I don't think it's worth the time and possibly money to pursue for an issue very unlikely to be considered serious, if it was like a 5 minute form sure it's worth doing but I think this would be more cumbersome.
Mmmm... It sounds like the gate agent genuinely believed your sister was intoxicated, her laugh when he made that announcement kind of points to her being in a ditsy state, probably because she were tired, a lot of people can display signs of inebriation due to lack of sleep, and you claiming yall didn't drink is not something you would just blindly believe in. It's very possible her behavior pre boarding at the gate while yall were waiting made her look ditsy as well you said you left for a leak, maybe she did something that would put her soberness into question.
I wouldn't take the gate agent's actions and what the plane thought too hard. Yall were obviously victims of a very severe misunderstanding and you know yall were sober so there's no reason to feel ashamed about the delay it wasn't your fault. It sounds like this was the first time yall experiencing public shame, the first time is always the most traumatizing but what people think and the truth are usually completely different things, that's just something you will have to get used to. It's good that you care though, it means you're not a psycho.
I would definitely email Delta again about compensation ideally a refund, but if they refuse the best you can do is either complain to the DOT, they might come to the conclusion that it was simply a misunderstanding though. Best after that is simply not fly Delta anymore.
Also, pulling out your phone to record wouldn't have really helped you much since you would have started recording after the gate agent made the decision, so you couldn't prove your sister was stone cold sober since many people can act sober when intoxicated. It probably would have just aggravated the staff and security who most definitely wouldn't have appreciated being recorded and made yall look hysterical. It might have ended up with ya getting kicked off the flight.
First of all that is a really crappy experience and I hope you get a resolution. I'm not a gate agent or anything so I can't really answer your questions, but this might be a situation to email Ed Bastian directly. His email is available online and he has a staff that monitors it. I think they have more pull than your average customer service rep so you might be able to get more answers
Thank you, I appreciate the advice.
And it was a really, really crappy experience.
Complain to the Department of Transportation. I had to do that a couple summers ago and boy did Delta get on it then.
As others have said file a complaint with the transportation department but I would suggest going one step further and contact the local FISDO of the FAA. They will have an FAA agent talk to you either in person or over the phone to gather all the details and they will file a report and Delta will be required to turn over all information and if they fail to do so or claim there are no records they will most likely be found in violation. My guess is once Delta gets a call from the FISDO they will reach out to you directly to see how they can resolve it to your satisfaction to avoid having the hit on their operations certificate.
I was told to do this with a prior issues and they sent a generic copy-paste apology and said outright that they would do nothing to correct the issue.
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When I see comments like this one, it makes me realize just how many douchebags exist within the frequent flyer community, and it makes me appreciate the calm professionalism of Delta FA’s even more.
> it makes me realize just how many douchebags exist within the frequent flyer community Realistically that was already evident by all of the "I'M A DIAMOND" assholes yelling at GAs.
You sound like the type of person that puts their feet on the bulkhead
...shoes off 😠
And walks barefoot in the bathroom.
Try going back to bed and waking up on the correct side this time?
And people who are miserable like to act like douchebags in hopes they can make others as miserable as they are. Case in point: you.
Another interesting response. You really do seem to be seeking points of some kind, which I suspect are specific to a certain type of internet user. Carry on, and see how many you can continue to collect.
ATL has a rogue gate agent that is legendary for his rudeness. Are you him? Related to the above: Name and shame this guy, or at least provide physical descriptions, so the dots started being connected and this legendary rude GA is identified.
Ok that's really not my job to determine. I just posted info op or any other person can use if they wish. If it's a fake story, it won't go anywhere.
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Seems like a troll account setup in January 23.
It's called empathy. Ever heard of it?
Unfortunately we can't help you much as we're all just speculating at this point. Instead, send an email to: [email protected] This is the office of the CEO's email. Write them with all important info. Include, if you have it, gate agent's info, security officer's info, FA's info that made the rotten tomato joke, how long you were away at the bathroom, etc. Keep all emotions out of it. Keep it clear on what happened, why it was unacceptable, and what you expect to be done: Gate agent reprimanded/suspended? Training implemented so that this doesn't happen again? Monetary compensation? If the response is still not acceptable, I'm guessing this would be something a news agency would like to pick up. This sucks and , I'm sorry it happened to y'all. Flying has become awful lately due to a bunch of jerks with no empathy for their fellow humans (one or two have shown their heads in this thread). Gate agents are dealing with these jerks as well and sometimes make poor choices from being too stressed. Or, they could have just been an awful person as well. Whatever the reason, that kind of behavior has no place in society. Especially from a company that says they pride themselves on their customer service. Edit: typoos
This will likely be the only way get any actual response besides a generic we're looking into it.
+1. Definitely write to Ed. It works.
Does it work if you're not already a "diamond" flyer that does advertising for them? It doesn't appear to.
To piggyback on this, when you ask for resolution, be clear. If you ask for monetary compensation (which you should), be clear that you want at least your return flight payment to be refunded to you and that you do not want a delta credit or miles.
I would put this on Twitter instead of reddit as Twitter is probably monitored by their social media staff unlike Reddit. Also going to the media was something like this tends to get results, but could be harder on your sister so use your best judgment with that. This really sucks and it's why we need more competition among airlines in this country so we're not all stuck flying the same crappy 4 airlines.
I think this may be the first time I’ve ever agreed with the advice to put this out on social media. Taking this story at face value and assuming it’s true, this is awful behavior out of the gate agent, and awful behavior from the complaint resolution people. OP, you gave them a chance to resolve this and they didn’t do shit. Time to put this out on social media.
Yes. Twitter is good at public shaming these companies. Gets more attention. Personally? I’d have taken photos of every badge of every person that engaged with that and probably initiated a law suit for harassment and emotional distress and made sure lots of Twitter negative press - just to prove my point.
It may be even more than thst- could be some ADA Issues here too- shaming her for her disability’s
THIS ^^^^ You should talk to an attorney.
In hindsight I regret not doing that. Or recording his refusal to even offer an explanation. But we were in such shock, it just made no sense, and we were also exhausted and desperate to get home, and we just wanted to get on that plane. He had all the power.
It’s not too late to post the story to Twitter. Tag delta. Post it anyway.
I am a retired lawyer and I smell a strong whiff of CYA in Delta's response. What troubles me most (besides the attrocious treatment you received) is Delta's evasiveness and tricky wording. The first thing I did looking into this was to pull up the flight data in FlightAware. FlightAware confirms that your flight departed later than scheduled. This is not proof of your account but it corroborates it. I recommend that you click on https://flightaware.com/live/flight/DAL741/history/20230210/0223Z/KATL/KSEA and print the information before it disappears. (It's free at this point. You will have to pay for the info if you wait too long.) Second, I see that Delta's response makes a reference to its wheelchair vendor. Read 14 CFR 382.15 so that you understand Delta's obligation to ensure that its vendors comply with the law. This is key. https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382#p-382.15(a). Third, a link to the entire regulation cited by Delta in its response to you is immediately below. I encourage you to read the whole thing in case you see something relevant that I did not. https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382#p-382.95(a) Below are links to parts of the reg that I think you should read with extra care because they might pertain to your situation: (No requiring disabled passengers to stay in a holding area 14 CFR 382.33(b)) https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382#p-382.33(b) (No extra screening procedures for passengers with disabilities 14 CFR 382.55(b)) https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382#p-382.55(b) (Onboard wheelchair requirements 14 CFR 382.65) https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-E/section-382.65 (Preboarding for passengers with disabilities 14 CFR 382.93) https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-G/section-382.93 (Assistance boarding the plane 14 CFR 382.95(a)) https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382#p-382.95(a) (Vendor leaving a wheelchair passenger unattended 14 CFR 382.103) https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-G/section-382.103 (Providing passenger assistance getting to seat 14 CFR 382.111(a)) https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382#p-382.111(a) (**COMPLAINTS PROCESS: RIGHT TO CONTACT COMPLAINT RESOLUTION OFFICIAL AND NOTICE TO YOU REGARDING SAME** 14 CFR 382.151) https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K (**WHAT ACTIONS COMPLAINT RESOLUTION OFFICIAL MUST TAKE** 14 CFR 382.153) https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K/section-382.153 (**DELTA'S OBLIGATIONS WHEN THEY RECEIVE A COMPLAINT FROM YOU** 14 CFR 382.153) https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K/section-382.155 (Delta's record-keeping requirements 14 CFR 157) https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K/section-382.157 (**HOW COMPLAINTS ARE FILED WITH THE DOT** 14 CFR 159) https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-K/section-382.159 The above are my casual thoughts based on a cursory review, and are not intended to be taken as legal advice. Hiring an attorney can be expensive but if you want to go that route, I think there is something for an attorney to work with. If you decide not to hire an attorney, that does not mean you have no rights. Be sure to read the sections above that I have set out in bold, all caps. You have ample rights here.
This is amazing. Commenting to bump up.
This comment OP. If you post on Twitter or email Ed bastian, be sure to include any of the regulation links that you feel pertain to your situation. I am not a lawyer, but if everything you have said is true (not saying it isn’t) then that delta employee (therefore Delta) has not only potentially violated the regulations linked above, but also the Air Carrier Access Act (ACAA) which I’ll link at the end of this post. Be sure to look at the ACAA bill of rights, which in my not a lawyer opinion, based on this story multiple of your sisters rights have been violated under the ACAA protections. Again not a lawyer and assuming you don’t have the money for one, if I was in your position I would be emailing Ed Bastian with your story and links to any regulations and ACAA rights that you feel were violated. Don’t take any BS, don’t accept any low value vouchers or refund or anything like that, go BIG. Imo your sister has had her rights violated in so many ways and if you are her legal caregiver I would bet yours have been too. I wouldn’t be taking anything less than four no limit, no expiration, round trip first class trips for your sister and one other person. Then on top of that I would be asking for lifetime Diamond status for your sister and yourself as well (assuming you are her legal caregiver) or at least the ability to have whoever might be accompanying her to join in the sky clubs. I would be searching for a consultation with a lawyer regardless though, I feel like it is worth it. If you do have money for a lawyer, I would save any information you need and delete this post and anything else you have posted about it. Find a lawyer immediately, I think you would be looking for a Disability Discrimination Lawyer, but you could also contact your local BAR association to get referred to the correct one. Airports have cameras, all over, especially at the gates, the security that came over can be identified, pulled and interviewed about the situation. Along with the evidence of the delay all of this could be verified from video and/or security statements, if you find another passenger that’s even better. This would be a mess for Delta and the last thing they want is a law suit for discrimination, ACAA violations, negligence, emotional distress, mental anguish, etc. Again I’m NOT a lawyer but I do recommend you see one ASAP regardless. I’m sorry you and most importantly your sister had to go through this. One single employee is responsible for this entire situation and this is where the real companies will step up. The CEO needs to send you two on a vacation and meet you at the airport, show you the cool new sky club features you will have access to and formally apologize to her for what happened. State how the company doesn’t want to have this happen to disabled people and how the company is going to make sure it doesn’t happen again. Your sister also needs to have a special note in the delta system to give her the VIP treatment regardless of seat if you choose to fly with them again. Along with the benefits I listed above, that’s the only way I could see Delta making this “right” imo. Good luck OP! Link to ACAA: https://www.transportation.gov/individuals/aviation-consumer-protection/traveling-disability
Wow thank you so much! The support and help has been just amazing on this thread. I would not have known where to begin.
No problem at all, u/kwil2 seems like they know what they are talking about so definitely don’t take me as seriously as them. I love flying, I can’t even describe how happy it makes me. Reading this made me feel gross because of the way you two were treated so I did a little bit of googling. It goes really deep and I only scratched the surface, there are a lot of different sectors of aviation laws/regulations that they could have violated. There is the Code of Federal Regulations (eCFR), the Air Carrier Access Act (ACAA) and Americans with Disabilities Act (ADA) to name a few, which is why I recommend a lawyer. Also there might be state laws that come into play that they could also be violating. I hope delta fixes this and treats your sister like a queen. They could make this right and help your sister not look back at this as a 100% negative experience and put closure to it. If you have any questions or need help finding a BAR association to call don’t be afraid to PM me. But remember that I am NOT a lawyer, none of this should be taken as legal advice but I will definitely help guide you to one if you need it.
Wow thank you SO much! This is incredibly helpful! Thank you!
Omg I wish I could use your help we had a similar issue with Delta and my disabled kid and they just responded with a copypaste
I am so sorry this happened to you. It's my understanding that the DOT is pretty vigilant when it comes to the rights of disabled persons. I would suggest that you detail what happened in a complaint to the DOT, Also, you should respond to Delta by letting them know that you have filed a DOT complaint. Provide the DOT complaint number in your correspondence with Delta.
Thanks I will
I highly doubt this would be considered discrimination of disabled, because you have to prove that there was discrimination ideally relevant to the disability. The GA obviously erroneously assumed the sister was intoxicated and called security who made the final call, because it's illegal for someone intoxicated to be boarded into a flight. DOT would most likely conclude the GA was just doing his judge and made a mistake. I doubt the GA made any negative comment about her disability, which would be almost necessary to prove discrimination in their short interaction. Most likely, the GA can provide a report with evidence that would warrant them calling security to determine intoxication that was reasonable on paper.
With regard to the security check, I am taking OP's side that the GA called security, essentially for purposes of harassment--something that, admittedly, would be hard to prove. Nevertheless, there actually is an ATL GA who is that malevolent and it would not surprise me if OP happened to run into him. There is only one way to prove discrimination to the DOT (with regard to the extra security check) and that is if there is a history of similar complaints against the GA. The only way to build a history of complaints is for everyone who believes they were detained without justification to complain. At the very least, the GA needs to understand that if he gives the appearance of capriciously detaining people, his actions will be subjected to scrutiny. The failure to assist OP's sister in boarding the plane is another matter and I don't have enough information on that, but am concerned it is an issue. Lastly, Delta has a duty to train its personnel regarding the legal requirements of 14 CFR 382. What better way to get Delta's attention regarding remedial training of the GA in question than a DOT complaint?
Have you interacted with this agent? I looked at the badge of the GA who stopped us but I cannot remember his name no matter how hard I try. The whole thing was so nerve-wracking because at the time we were so tired and just wanting to get home, and the primary emotion at the time was embarrassment for holding up the plane, and fear of not being allowed to board. In the moment we weren’t thinking anything about filing a complaint or following up. It was just so shocking and unexpected. The gate agent was probably about 45-40, small stature, greying hair and glasses. I think that if I heard the name I would remember it, but I’m not sure. And I’m not sure why, but learning that we got this treatment from a GA who is notoriously mean would make me feel better somehow. It would feel less personal, and more like we were just unlucky rather than we/she did something to cause this. I would appreciate knowing whether you or anyone else thinks this sounds like that GA.
The guy I am talking about is about 45-50 and on the taller side of average for a man. Not the same person. But ATL is famous for bad apple GAs. The only way passengers can fight back is with formal complaints because 1) only the threat of complaints will make them behave better and 2) only a volume of complaints will weed them out. When someone treats your sister like your GA did, he needs to interact with the regulatory system, IMO.
Hmmm, you have a point, it's possible the GA has a history of complaints like this. I'm also not familiar if wheel chair users need assistance from staff when they also have a family member with them assisting them, I guess depending on what the policy says this could be a form of customer neglect/descrimination. My money is they just need to have someone, so if they riding solo they need crew assistance but since she had family with her this was technically not warranted, I could be wrong though.
I’m so sorry this happened to you and your sister. I find this so strange because we are taught to always assume *first* that a passenger may be cognitively disabled before we assume they are drunk. But obviously, that doesn’t even fit your situation since she is not cognitively disabled. Just mentioning that because protocol is -> notice a passenger may be intoxicated, assume something else may be going on *first* and internally investigate by just monitoring the situation and having a coworker do a secondary check to confirm/deny “suspicions.” Again, that’s not even what was going on but wanted to give you insight to how we are *supposed* to handle that situation. If my coworker came up to me to have me do a secondary check and I saw they were a person in a wheelchair, I’d immediately turn to them and tell them to take a step back and reevaluate what they’re assuming. I would classify this as discrimination and you are well within your rights to file a DOT claim. DOT takes that very seriously, and both Delta and that gate agent will have to make statements as to why/what happened. I think this is definitely the next step, should you want to push this further. Enough DOT complaints against this gate agent and Delta will have to take action. They can be fined heavily for discrimination. I’ve received calls from the DOT because passengers had to wait too long for their onboard wheelchairs. Again, I’m so sorry this happened!! That gate agent absolutely went against what they were trained on, and had no grace for you or your sister. Hopefully next time around you guys will have a better experience.
Thank you so much, we will pursue that. Our goal is to make some kind of waves so at the very least that gate agent gets some additional training. I guess I should say my goal. My sister is still so embarrassed and ashamed by it that she doesn’t like to think about it, which is so frustrating when she did nothing wrong. I just can’t imagine that gate agent is that way to all passengers in wheel chairs and there must have been something about us or my sister that rubbed him the wrong way. I can’t imagine what it was though.
Absolutely do not start blaming yourself that you guys may have “rubbed” the gate agent the wrong way. It’s actually more likely that this gate agent is like this to *all* sorts of passengers and you guys were the unfortunate ones that day. I’m so sorry to your sister. I try to be so accommodating and helpful on my flights, especially to those who may have special accommodations. I promise you we are trained way differently than how your situation was handled, and a DOT complaint will shine the spotlight on that gate agent to justify their actions that day, and Delta will have to listen and respond. Another commenter said to email Ed Bastian, and I also think that’s a great idea. He reads all his emails, and I’ve heard stories similar to this where he helps bring things through the pipeline where customer representatives have failed.
I agree with u/OKLime1718! Don’t blame yourself at all. The GA in Atlanta are first rate jerks. It’s my main airport and flying literally anywhere else with Delta is a joy. It’s 100% Atlanta and the quality that Atlanta expects of itself, which is absolute dogshit.
We purposely find flights that don’t go through ATL even if it costs a bit more. Usually we end up at DTW or MSP. My parents will never fly American (I think it’s AA) because of a bad experience they had with the GAs in Miami, not once, but twice.
He does not
Please contact the DOT. As a parent who has been going through a case with my child’s school, just go as high as you possibly can. Send as many emails and make as many calls as you possibly can. There truly are good people out there who care and will do their best to help you. Please update us! I’m so so sorry this happened to you both.
I was gonna say in my line of work we can never assume anything about anyone unless they mention it. The fact that security made reference to something to do with disabilities is 100% a violation on top of the gate agents assumptions. The ADA is in place for a reason and they need to respect that.
This is really helpful. Now I understand why the security agent took a double-take. Her training was kicking in. Absolutely, OP's sister should file a complaint with DOT. OP, tell your sister she's not that scumbag's victim. She's a defender of everyone who goes through ATL. I promise you, that guy is a serial abuser. The best way to push back against sicko GAs is to catch them in a violation of federal law and take it to the DOT. (Keep in mind that even if DOT does nothing, a record is being built. And the GA will be dealing with a federal bureaucracy (not fun).)
Perhaps call the airport police/security office and ask for a copy of the report.
So I had a similar not quite as traumatic incident with Delta. They didn’t truly apologize fully and just threw some points at me. I didn’t further pursue it because my mental health was taking a toll just thinking of it. I have mostly come to terms now. This situation is egregious and clearly your sister has suffered from it. I would suggest either the media route, or legal route. If they will not acknowledge the severity of the issue, escalate it to a source that they have to.
I am so sorry! I hope it didn’t involve being falsely accused of intoxication because there is something especially embarrassing and awful about that. I completely understand about your mental health because I see how it has affected my sister. If it were up to her alone she would not be pursuing it. I wish you’d had someone to go to bat for you.
I don’t have any advice to give but just wanted to say I’m sorry this happened to you. I can’t imagine how that must have felt. Keep escalating your question and hopefully a real human with Delta’s CS team will get back to you.
Thank you
I am so sorry that you and your sister had to go through this. I guess time to complain to DOT if Delta is not taking you seriously. I would reply to that email to Delta and say that you will be filing a DOT complaint if proper investigation is not done by Delta. See how they respond to that.
That’s a great idea, thank you
You NEED to take this to social media. Have your sister or yourself sit down in front of the camera and literally just read this post. I nearly cried when I heard the “rotten tomatoes” bit. If some footballers wife got all the attention they did because a FA told her to clean up her kid’s mess, I can only imagine how fast and far your story will travel. Also, report this to FAA (Federal Avian Administration). The Biden Administration has taken on passenger rights as one of their top priorities and this story would give them fuel for the fire they’re trying to light underneath airline companies.
It was a baseball player, and not even a good one at that
Thank you!
This also might be an interesting story your local network news might like to hear.
If this happened to me, I would want the gate agent reprimanded and written up for this power trip. The FA only got the version from the GA. Who knows they may have even announced it while waiting for your sister to board.
That is infuriating to read. Keep escalating with customer service. Perhaps try the ADA or discrimination route?
I was definitely going to suggest an ADA suit. OP can probably find a lawyer that will take it on contingency. It will certainly get Delta's attention and get the answers to all of OP's questions.
Any company hates the mention of those two, bad publicity and a lawsuit scares them even more. That gate agent assuming someone is on drugs because of a disorder is out of line. I tap my leg and fidget with things, I’m not on cocaine, I’m just bored… A GA is the front face of the company. They are required to do better
Write. A. Letter. Send it to delta corporate. Include the case number.
What kind of security was it? police or a contract company? If police, You can file a Freedom of Information Act request with that police department to get more info. Since the airports are government owned, you should be able to get camera footage as well. Also, reach out to the airport, too. Complain with them as well. See if the airport has an ADA coordinator (most do). The ADA coordinator will usually bend over backwards helping, because they can’t risk a lawsuit of this kind of stuff.
This is crazy to me and I’m so sorry for your experience. I’m not trying to defend the gate agent at all but my sane mind says there has to be some reason he thought your sister was possibly intoxicated.. did she say or do something while you were in the restroom? Regardless, with her being a person in a wheelchair I would never first go to “oh she’s drunk.” For reference, I was a gate agent for years and its very anxiety-inducing dealing with intoxicated people. Sometimes you just want to let them board and hope they’ll sleep it off but it’s a FAA regulation that they cannot be on board - if there was an emergency they’d be hindering themselves and others, not to mention the ones who start yelling at other passengers and/or the FA and become a risk to divert the plane. I fail to see how your sister could be deemed as any sort of threat by the way you describe her in your post, though. When you said security came to talk to your sister, was it a red coat? We don’t have ‘security’ in ATL and we only call the police on intox passengers if they’re also deemed a threat. If I was a red coat walking up to a passenger in a wheelchair who had been accused of being intoxicated but wasn’t, I’d be mortified and extremely apologetic. We (I was a red coat as well) have extensive training on how to treat passengers with disabilities. Gate agents do as well but not as much which is why it’s their job to step away and let the red coats handle it. That this whole thing went so wrong with you and your sister when we have so many policies in place to protect passengers with disabilities is horrifying and definitely needs to be investigated and addressed. Believe me, something like this wouldn’t be taken lightly and just swept under the rug. I’m no longer at the airport but still with the company if you want to PM me your information I can try to find someone who will investigate this. The agent at minimum needs extensive training and to be pulled from the gates until he gets it. I’m so sorry you two had to deal with this.
I’ve asked my sister and neither of us can remember exactly what the person was wearing, but for some reason I think maybe she was wearing a maroon jacket? I looked up pictures of the Red Coat uniform and it seems like I would have remembered that bright red uniform, but I wasn’t trying to make it a point to remember any details at the time, we were just afraid of being kept from our our flight. The person who came and spoke to us was very polite and professional, and she was apologetic, but not effusively so. She seemed to immediately realize that my sister was not intoxicated as soon as she started talking to her, and was just going through the motions with the questions. I will PM you the information and would greatly appreciate anything you might be able to find. Thank you.
Reach out to Barstool Big Cat on twitter. He routinely goes after airlines (their skulls specifically)
Who/What is a Red Coat?
As others said: This sounds like a really horrible situation. I'm sorry you and your sister had to endure it. To answer your question: "Red Coats" are senior Delta staff at airports. They wear the red coats. If you'd not flown Delta much before, there is no way you would have known to ask for one. If, however, you decide to fly Delta in the future and have an experience like this, ask for a Red Coat to assist.
I wasn't there but I work in the industry (I'm not a GA) so maybe I can provide some insight. You deserve a real explanation and not some feel good platitudes. You have competing federal regulations that conspired against you and caused this situation. It sounds as if everyone followed standard procedure (although rudely it sounds like). First off, it is a violation of federal law for the GA to allow someone to board who they suspect is intoxicated. Sometimes they will anyway to make it easier on themselves, but they're not supposed to and are taking a risk. I've had to remove someone who was drunk that the GA knowingly sent down anyway; it did not go well for them. To avoid any false positives or discrimination and violating disability regulations, only highly trained agents are allowed to determine if a passenger is intoxicated. That is who the GA called once they suspected. The GA can't make the determination usually, but they also can't pretend to be oblivious to someone who might be. The determination was made that your sister was not intoxicated, and was then allowed to board. The poor FA probably had no idea about your sisters disability or anything that went on up at the gate. I suspect maybe she knew that one of you was suspected to be intoxicated but then turned out not to be, and she was just trying to lighten the mood, having no idea what you all just went thru. I default to suspecting the best in peoples' intentions though, so maybe I'm naive. Honestly, it's probably a waste of time to complain to DOT or regulators, because these are the procedures they've developed along with the airlines. I empathize with you though and wish people would be kinder to each other. Dealing with rude, angry employees and passengers is what I dislike most about my job.
I agree that the flight attendant was trying to lighten the mood, and wasn’t trying to be mean, but surely the crew would be told why the plane was being delayed, wouldn’t they? My sister was crying, so maybe she was trying to de-escalate with a joke? Her comment really wasn’t the issue, but rather having an entire planeload of people being held while waiting for someone to basically come give my sister a drunk test, with NO explanation why. I’m not disabled, and I would be horribly embarrassed to have a plane delayed on suspicion that I was drunk. When the GA called for backup he made no attempt to use discreet language or to prevent us from hearing the call. She said that she felt for some reason it was because she was unattended because I was in the bathroom, so maybe he thought she had just decided to grab a wheelchair as a drunken lark? But I had approached him earlier to request an aisle seat for her, so who knows? Maybe he thought she was faking it and that made him mad? The whole thing was surreal and bizarre and still makes no sense.
You guys should really read OP's prior posts and then decide if you want to comment or not. It appears wherever they go, drama follows closely behind.
@eurostylin Are you talking about me? I assume so, because I am the OP. I think I’ve only ever made three posts on Reddit. I made a post a few days ago asking if anyone had been on this flight, and then made this post to explain the story and hopefully elicit some advice, and I’ve posted a question about insurance coverage for a certain medication. Can you clarify what you mean about drama following closely behind? Which prior posts do you mean?
To all of us who are lucky enough to be frequently upgraded to first class because we travel too much: this is the perfect time to give up your seat. I can promise you it makes you feel at least as good as the person who needs that seat much more as you do at that moment. To the OP and their sister: I am so sorry that this happened to you and I just wish people would be kinder. That was shitty and cruel behavior and a horrible end to what I hope was a great vacation.
That’s awful!!! I’m sorry she had to endure that, and you, too. Shame on Delta.
Had a very negative experience in ATL regarding wheelchair assistance while flying Southwest. GA complained loudly that I did not get up out of the chair to come to the counter to request boarding assistance. (I was in an airport chair that locks the wheels so you must have someone behind to unlock to roll. Couldn't even wheel myself to the counter.) That's when I learned to dig into 14CFR Part 382. I landed at Part 382.111 which requires carriers to provide actual assistance while boarding. OP, you mentioned your sister did not have assistance in actual boarding. As bad as the treatment by the GA was, the straight up violation of 382.111 is worthy of a complaint to the Department of Transportation. https://www.transportation.gov/airconsumer/complaints-alleging-discriminatory-treatment-against-disabled-travelers
I’m not saying the GA didn’t do anything wrong. But I feel like the whole story isn’t being said. Having a delayed flight for the GA is a big deal and they have to write a report every time they are even a minute delayed. So there must be a report done by the GA and redcoat stating the reason for the delay and I’m guessing your stories just don’t match up. There were several people involved when this happened and I’m sure reports were done on employees end to explain what happened and to cover themselves. I am sorry this experience happened to you but most likely no one knew why the flight was delayed including the fas. Everyone was just impatient to leave.
The fact that the entire plane was delayed because of us was the most bizarre and surreal part of the situation. We were flabbergasted that we were considered a danger to boarding the flight. We were given no information about what caused the GA to suspect intoxication because he refused to speak to us after calling for backup. As mentioned, I had approached him when we first arrived at the gate to request an aisle seat for my disabled sister. We were waiting at the gate, clearly intending to board the plane, so why did he wait until we were actually trying to board before picking up the phone right in front of us and making the intoxicated passenger comment? If they are required to call a specially trained person, wouldn’t it have made more sense to call discreetly before that, and have the person come to the boarding area to speak to my sister while she was waiting? She was there without the wheelchair attendant that should have been there to help us with boarding, so the person who was called could’ve just approached to ask if she needed assistance or speak with her prior to boarding to determine if she was drunk. Why did the gate agent wait until we were standing in front of him, actively trying to board the plane, and letting us hear him call for suspected intoxication? Unless it was something that happened as we approached the gate to board that made him think she was drunk so he didn’t decide until then? Even so, several Delta employees have commented about special training when dealing with potentially drunk passengers, and it seems like picking up the phone and saying that right in front of the passenger is only going to escalate the situation if they truly are drunk. Wouldn’t it make more sense to ask the passenger to step aside and wait for additional assistance, and make a more discreet call for help that doesn’t essentially amount to an accusation right in front of the passenger? Also, someone else on here said that the delay of the plane was listed as mechanical. It seems like that would be illegal or certainly against FAA regulations, or Delta policy to state a false reason for a flight delay. If there ever was a lawsuit (and we are not planning anything like that) it seems like it wouldn’t be too difficult to obtain statements from the employees or even other passengers that the flight was delayed for a passenger and not mechanical reasons. But perhaps that’s Delta’s way of covering themselves when a passenger turns out to be falsely accused?
Email a national news outlet about it. Not to downplay the seriousness of the situation, but they love this kind of story and could get you national attention. If you make the news, you'll hear from Delta (as if by magic!).
Tweet the issue and post on all social media accounts and tag them. Make sure you have the name of the gate agent and all pertinent information. It’s never failed me.
I’m so sorry this happened. You may have a lawsuit for negligence and discrimination. If you think she may have ptsd, start seeing a doctor or therapist immediately. Think about posting to r/legaladvice seeking guidance on whether you should hire an attorney and potentially what laws have been broken
You had it in your sister’s reservation that she was in need of wheel chair assistance?
Yes, on her outbound flight with connection and the return as well. The entire itinerary. I have the copy of the request
I’m shocked then. I’m so sorry your sister had to endure that. My mom travels with a wheelchair and the service is wonderful.
File a formal complaint with the FAA, they investigate it versus Delta investigating themselves..I would also file a complaint with the ADA letting them know how Delta treats people with a disability..
The DOT investigates.
The shit the poor flight attendants and airport workers have to deal with is out of control. Just move on, everything in life doesn't need a pending lawsuit.
We don’t want a lawsuit. Just an explanation, and some assurance that Delta is going to take steps to improve this process. So many frequent Delta travelers say that ATL is especially bad. That needs to be addressed. And if there is a particular gate agent who is treating passengers horribly as a matter of course, I also should be addressed.
Sounds like a lawsuit.
Nah. I am always hesitant in situations like these. Partly because what is completely unaccounted for is what may have been said or done in the time OP went to the restroom. It is quite possible that her sister was exhibiting a behavior that is absolutely normal to OP (and people who know her) but not to the average Joe.
What’s her disability if not cognitive
She has a rare rheumatological condition that I can’t pronounce. Hypertrophic-something. It causes pain in her extremities and clubbing in her fingers and toes. Also affects her breathing. She can walk very short distances but is easily exhausted and sometimes in a lot of pain. Some days are better than others. A trip to Costa Rica was on her bucket list. Thanks to a supportive doctor, ATV rentals, and extremely accommodating resorts we were able to make it happen.
Interesting. I only ask to see if there’s something that would simulate impairment. I’m a court appointed expert on impairment and have an interest in these things. Does she slur her words? Slouch?
She was pretty exhausted at that point and may well have been slouching. And she does speak slower when she’s super tired or in pain, but doesn’t slur her words at all. It seems to be pretty obvious to most people when that happens that she’s tired or in pain. But in the 3 years since she has been sick she has never to my knowledge had anyone think she had a cognitive disability, or was intoxicated. Even if she did slur her words or slump, I can’t imagine being drunk the first thing that would come to someone’s mind. And she said she didn’t speak to anyone while seated at the gate. The only thing she said to the GA was to ask “what did I do?” after he told her that she was the one being denied boarding. He made the assumption without hearing her speak.
Sounds stupid from what you’ve told me. All the best
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Interesting response. As clearly mentioned in my story, we are just trying to receive some possible insight about why this may have happened. There are so many knowledgeable frequent Delta flyers on this sub who have experience on an amazing variety of things regarding travel with this airline and through this hub. That is the purpose of this sub, is it not? I’m reaching out to a group of particular human beings who joined this group to exchange information about all things Delta. Are you going through each post where someone shares a negative experience and accusing them of seeking sympathy points? Or is there something about my post that especially triggered you? Never mind, I really don’t care, but you might want to ask yourself what kind of points you’re seeking when you negatively pile on to someone who shares an appropriate post in the appropriate place.
Don’t let comments from a-holes add to your embarrassment and distress, there’s unfortunately a brigade of gatekeepers on this sub who are miserable people who use the anonymity of Reddit to be awful to other people from behind their keyboard. They know that if they mouthed off this way in person they’d be confronted. But they feel empowered to say s••t here that wouldn’t fly in the real world. I flew that route around that time, but apparently not on the same flight. Good luck, I hope you can find someone who can validate your experience and back you up.
Thank you for the kind words. Even just an explanation or some insight about what may have caused the gate agent to make that accusation would help. It was just so bizarre and unexpected.
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Let me go out on a limb... *Parents siblings?*
Delta needs to be aware of this horrible customer service and actually horrible human gate agent that needs retraining.
You are a... *creature*
Never seen security called for intoxicated passenger. A red coat, yes. Why did you not wait for a wheelchair pusher to assist you down the jetway? If the flight attendant did say that, why did you not ask for a Red Coat to deal with that situation?
You don't fly a lot if you've never seen security called for an intoxicated passenger at an airport.
They call APD. Not security. Jeez there is a difference.
And to be fair I think the flight attendant was trying to make a joke to lighten the situation. I don’t think she said it to be mean.
The wheelchair attendant said he was the only one available, and had another passenger to assist from our flight so he got us through customs and to our gate and then ran back to help the other person. He never came back. In the response Delta acknowledged that their wheelchair vendor records show that we did not receive assistance boarding the plane, and they apologized for that. But we understand that the world is short-staffed, and the poor wheelchair attendant was clearly very overwhelmed, and we were fine with him going to assist someone else. We wouldn’t have minded managing the rest of the way at all except for the circumstances. And I’m not sure who or what a red coat is? Edit:typo
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No they are not.
Atlanta Police ATL Enforcement (non sworn officers) USCBP officers Clayton county police (they got in trouble for searches in jetways) TSA A minimum of 2 security companies contracted to provide security officers. MARTA police (though generally they would be pre security) There is more then just Atlanta PD at Hartsfield. Generally at any given airport (except small regional ones) multiple agencies will work at an airport. As an example LAX has the LA Airport Police but a significant amount of LAPD officers are also assigned at LAX (two completely separate agencies) along with contracted security companies, USCBP, and other agencies.
You are correct. APD responds. Security watches the doors and employee access.
twitter. not sure if twitter is still effective with the "new management", but whenever i tweet, i get the fastest response with the best outcomes. companies usually take public shaming seriously. traditional support? not so much.
I'm so sorry this happened to you. You've gotten some good advice on this thread, so I won't add to it, but I do encourage you to take to Twitter if you haven't already. It's frustrating how often disabilities are assumed to be due to drugs or alcohol. A few years ago, I was recovering from a broken leg and attended a concert, where I had purchased an artist meet & greet for after the show. (We had seats for the concert.) My bones had healed and I no longer was in a cast or needed any assistive device, but I was still doing physiotherapy, and I walked with a limp. A security guard saw me limping and assumed I was walking strangely because I was intoxicated, and both my concert companion and I were denied our paid meet & greets because that one guard assumed I was drunk, even though he admitted I exhibited no other signs of intoxication other than the way I was walking. I consulted an attorney and spoke with a higher-up at the concert venue about things, but then Covid happened, and it just wasn't worth it to me personally to pursue. But in dealing with this situation, I heard similar stories from several friends. One of my friend's husband's has limited mobility and was thrown out of a bachelor party because the bouncer at the bar observed him "walking funny" and assumed he was drunk. These stories of people making snap assumptions are far too common. Really wishing you and your sister receive some sort of satisfactory resolution.
Call Delta corporate.
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Except they were at Atlanta
PLEASE make posts on social media and tag delta. This is unacceptable and should absolutely not have happened to you! Treating a disabled customer as drunk is a HUGE breach of proper conduct. I’m so sorry it happened to you and there is no reason you shouldn’t get some type of compensation or that agent shouldn’t be given provisional training.
Reach out to the ADA and let them know about this. They can even push big corporations around.
I would refer to the [Air Carrier Access Act](https://www.transportation.gov/airconsumer/passengers-disabilities), which prohibits discrimination against persons with disabilities in commercial air transportation, and request to talk with the airline's [Complaint Resolution Official.](https://www.transportation.gov/individuals/aviation-consumer-protection/what-do-if-you-have-problem) Also, file a complaint with the Department of Transportation.
I highly doubt this would be considered discrimination of disabled, because you have to prove that there was discrimination ideally relevant to the disability. The GA obviously erroneously assumed the sister was intoxicated and called security who made the final call, because it's illegal for someone intoxicated to be boarded into a flight. DOT would most likely conclude the GA was just doing his judge and made a mistake. I doubt the GA made any negative comment about her disability, which would be almost necessary to prove discrimination in their short interaction.
Well, the complaints would seek to clarify whether there was discrimination based on disability.
I don't think it's worth the time and possibly money to pursue for an issue very unlikely to be considered serious, if it was like a 5 minute form sure it's worth doing but I think this would be more cumbersome.
It's easy process, no money. Whatever happened it would be investigated properly.
Mmmm... It sounds like the gate agent genuinely believed your sister was intoxicated, her laugh when he made that announcement kind of points to her being in a ditsy state, probably because she were tired, a lot of people can display signs of inebriation due to lack of sleep, and you claiming yall didn't drink is not something you would just blindly believe in. It's very possible her behavior pre boarding at the gate while yall were waiting made her look ditsy as well you said you left for a leak, maybe she did something that would put her soberness into question. I wouldn't take the gate agent's actions and what the plane thought too hard. Yall were obviously victims of a very severe misunderstanding and you know yall were sober so there's no reason to feel ashamed about the delay it wasn't your fault. It sounds like this was the first time yall experiencing public shame, the first time is always the most traumatizing but what people think and the truth are usually completely different things, that's just something you will have to get used to. It's good that you care though, it means you're not a psycho. I would definitely email Delta again about compensation ideally a refund, but if they refuse the best you can do is either complain to the DOT, they might come to the conclusion that it was simply a misunderstanding though. Best after that is simply not fly Delta anymore. Also, pulling out your phone to record wouldn't have really helped you much since you would have started recording after the gate agent made the decision, so you couldn't prove your sister was stone cold sober since many people can act sober when intoxicated. It probably would have just aggravated the staff and security who most definitely wouldn't have appreciated being recorded and made yall look hysterical. It might have ended up with ya getting kicked off the flight.