I never expected to be in this situation, but I’m looking for help after a serious issue with Frontier Airlines.
A few days ago, my wife traveled with our daughter from Philadelphia International Airport to Dallas/Fort Worth International Airport for medical treatment related to scoliosis. She requires a large custom traction chair, about five feet in size, along with a bag containing spinal weights and essential parts.
At the airport, my wife confirmed with staff that both items were loaded onto the flight, but they were not. Since then, we have spent days contacting the airline, only to receive inconsistent and conflicting updates about the location of the equipment. At different times, we were told it could be in Philadelphia, Orlando, Charlotte, Dallas, or even Denver.
This is critical medical equipment, and losing it is a serious issue under the Air Carrier Access Act. We have filed complaints, escalated the issue to the U.S. Department of Transportation, and contacted higher-level representatives, but initially saw no progress.
Eventually, the equipment was located in Punta Cana without any identification tags. It was then sent back to Dallas and forwarded toward Oklahoma City. However, even after partial recovery, not all components were delivered together, as some parts were still left behind.
Overall, the situation has been extremely frustrating and concerning given the medical importance of the device.
0