Airline Denied Disabled Passenger Medical Device Necessary For Flight

Southwest Airlines was accused by a disabled passenger of denying him the use of a medical device necessary for him to fly. After a lengthy Facebook post Saturday by Jon Marrow, the airline responded Wednesday to the incident.

In his post, Morrow explained he was unable to be transported from his wheelchair to an airplane seat by hand which is why he needed a device to help him.

“I can’t transfer myself, and I have brittle bones, as well as a fused spine,” he wrote. “I also can’t move from the neck down. I also have a letter from my physician stating that it would be extremely dangerous to transfer me by hand on an airplane. There simply isn’t enough room for everyone to have proper body mechanics.”

Morrow said he bought a $15,000 medical device called an Eagle Lift for himself last year so that he could be easily transported from his wheelchair to a seat. Morrow said all of his caregivers are trained and certified on how to operate the device, which is used in airports outside of the United States.

“It’s a special hoist built to work on all aircraft that transfers you from your wheelchair into an airline seat,” Morrow wrote in his Facebook post. “It’s faster, safer, and much more humane.”

Morrow said Southwest Airlines initially agreed to allow his trained caregivers to transport him to the plane using the Eagle Lift, but later it changed the decision.

“Mind you, this is a device that is standard operating procedure for all passengers in wheelchairs outside the U.S.,” he wrote. “It’s been used safely on thousands of flights. I’m also providing the Eagle and trained personnel at MY expense.”

“Still they refuse. They dig in their heels. They tell me the decision cannot be appealed further,” he continued.

“People who cannot transfer themselves should not be manhandled by firefighters,” he wrote. “They should be able to use a device built and tested for that exact purpose, recognized worldwide for its safety and efficiency.”

Morrow concluded in his lengthy post: “People in wheelchairs should be able to fly.”

In a statement Wednesday, a spokesperson for Southwest told People magazine: “Southwest Airlines takes pride in making air travel accessible to customers who require assistance when flying with us and is committed to full compliance with regulations under the Air Carrier Access Act.”

“In this instance, the customer was informed that we do not have boarding procedures for the safe use of his personal Eagle Lift device nor do our employees have training for storage of the device,” the statement continued. “This final decision was made after reviewing the device’s specifications and the requirements for transporting it and the customer safely.”

The airline also said it is now attempting to “learn more” about the Eagle Lift device.

“However, we have been in contact with the manufacturer of this device to learn more about the device’s unique handling and storage requirements,” the statement read. “We remain committed to extending our legendary Southwest hospitality to every customer who chooses to fly with us, and we take great measures to comply with all federal accessibility requirements.”

On Wednesday, Morrow posted a message saying he was able to take a Jet Blue flight instead.

"JetBlue was so nice to me yesterday. Not only did they take me on board with no complaints whatsoever, but a huge group of them gathered around me after the flight to ask questions and to say how excited they were about getting to help me fly. The Eagle worked perfectly, and the flight was smooth. I still don't understand what's up with Southwest," he wrote.