A woman was forced to crawl up airplane stairs, down the aisle and to her seat when American Airlines refused to provide her with a ramp, according to recently filed lawsuit.
On June 13, 2013, Theresa Purcell traveled to the San Diego International Airport for her flight to Hawaii, via Los Angeles. She arrived in a wheelchair because she suffers Charcot-Marie-Tooth disease, a neurological disorder that affects motor and sensory nerves, including weakness in the lower legs and feet.
At the gate, Purcell’s complaint alleges she arrived on time and asked the gate agent to request a ramp to get her onto the airplane.
However, after the porter wheeled her out to the steps of the plane, Purcell was told it was too late.
“It was too late for them to get the ramp over to the airplane so she could get on it and she basically had to figure it out herself," Purcell’s attorney Christy Ho told NBC 7 Wednesday.
Ho said her client got out of her wheelchair and crawled on her knees on the tarmac and up the stairs.
Purcell then had to crawl all the way to her seat, while her sister watched, Ho said.
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"She watched her family member fall on the ground and up the stairs,” the attorney said. “Nobody should have to do that. Nobody should have to go through that."
The attorney said her client was “utterly humiliated” but held it together because she didn’t want to cry in front of the other passengers.
Almost two years later, Purcell has anxiety when she has to fly and fears she'll be instructed to do that again.
The lawsuit says the airline violated the Air Carrier Access Act and should compensate Purcell for her physical and emotional injuries. The suit seeks damages of more than $75,000.
Ho gave NBC 7 with a letter of apology, which she says was sent from American Airlines. It asks Purcell and Ho to accept their apologies for the difficulties.
"We regret that a ramp was not requested so Ms. Purcell would be able to board the aircraft without going up stairs, assistance should have been provided shortly thereafter. Based on what you've shared, it appears our employees didn't provide the attentive, courteous and professional service we expect as a company," the letter reads.
An additional letter, dated May 28, 2015, says American Airlines will not be issuing any compensation for Purcell's injury claim.
In a statement sent to NBC 7 Thursday, American Airlines spokesperson Michelle Mohr said,
"American is committed to providing a safe, pleasant travel experience for all of our customers and complying with all Department of Transportation regulations. Our employees are trained to assist customers with disabilities and we encourage our customers to let us know what they need to help make their travels smoother by speaking with us at reservations, in the airport or during their flight. We take these matters very seriously and began investigating Ms. Purcell’s claims regarding her June 2013 flight when they were first brought to our attention this spring. We will evaluate the lawsuit as soon as we receive it."
