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| - I've used this airline for years, I'm a preferred member with a companion pass and have had countless wonderful experiences with team members and flight experience.
However, yesterday I was REMOVED FROM MY FLIGHT, because MY MEDICAL CONDITION (in which I was fully approved to fly) MADE A FLIGHT ATTENDANT UNCOMFORTABLE. I needed a wheelchair and an extra seat to lay in (which I arranged ahead of time). This experience not only showed several examples of horrific customer service, it also highlighted that this airline does not equip it's planes with general emergency medical equipment.
I have a non-contagious bacterial infection and am taking heavy antibiotics, both of which cause shortness of breath. On the flight to Vegas four days ago I had done all the things wrong and was extremely out of breath when I sat down on the plane. As we were taking off I had an allergy induced asthma attack of sorts, but had no clue what was happening so I started to panic. The kind and wonderful flight attendant brought me oxygen to help calm me down, and 30 minutes later I was fine.
I was seen by multiple physicians in Las Vegas and screened and cleared for a bunch of things that could be causing the extreme fatigue and episodes of shortness of breath. I was cleared to fly, and told I would be completely fine, just use a wheelchair and don't overexert myself before the flight and take some anti-anxiety medication just in case. It would be best if I had two seats to lay down across during the flight.
I called Southwest TWICE to explain the situation, ensure everything would be ok, and to find a non-stop flight that was empty enough where I wouldn't feel bad asking for and extra empty seat on my row. Both Southwest agents were wonderful and kind and explained that would be no problem at all...JUST get a preboard pass and TELL YOUR FLIGHT ATTENDANT WHAT IS GOING ON WHEN YOU BOARD.
The flight attendant heard one word Daron Clark said ('they brought her OXYGEN on her last flight but we've resolved the issue and she's been cleared to fly.') and cut him off and took off to 'find somebody to see if [we] could fly'. She then told the pilot we needed oxygen while on the flight (not true, and not what he said), and ignored us until another woman came to ask us to step off the flight to discuss the matter. Daron Clark explained that he is one of my physicians and I was more than fine, I just needed to lay down if possible. The pilot lied and said that he didn't make the call, but we have to get off the plane (we were later told by an operations person that it's up to the crew to decide if they feel comfortable transporting a patient, which I completely understand and respect, but why lie to us and pretend it's the powers above? He then asked if Daron was accusing the flight attendant of lying about my need for oxygen. Again, Daron tried to explain he was one of my physicians and that I didn't need oxygen, I needed medication (which I had taken) and a wheelchair. While he was speaking the pilot turned around and walked off.
The desk agent then told us that we 'told them too much' and when we mentioned that I had used oxygen on the plane earlier they stopped listening because they were uncomfortable with us on the flight.
I get it, safety is safety. But this situation was handled HORRIBLY. If Southwest doesn't fly with oxygen tanks (which as somebody in the medical field understands is crazy on its own) and I need oxygen, then obviously I can't fly Southwest. BUT THAT IS NOT WHAT WAS HAPPENING. The flight attendant saw a sick girl in a wheelchair and heard 'oxygen' in the beginning of the back story and freaked out. She didn't stop to ask, or think, or treat me as anything other than a hazard that needed to be removed and that she didn't want to deal with. She did not even tell me they didn't have oxygen, she avoided eye contact and refused to speak with me.
And side note, WHY DO THEY NOT HAVE OXYGEN ON BOARD FOR EMERGENCIES???
They put me on another Southwest flight for the following day, with instructions not to mention anything next time so I don't make the flight attendants uncomfortable.
Only after we left did we notice the paperwork (A NON DISCRIMINATION FORM) that they made Daron sign (they told him it was a DOT form and that it must be signed) had a line where they had added, 'passenger stated that they needed oxygen during the flight.'
Unbelievable. And completely unacceptable for a company so focused on safety and heartfelt customer service.
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