Airline leaves two blind women behind and offers $150 as disability fines climb to $50 million

When Camille Tate and Sherri Brun discovered they were the only two passengers aboard their Southwest Airlines flight, a gate agent delivered news that left them stunned: 'You're the only two people on this flight because they forgot about you.'

The incident, which unfolded at New Orleans airport on July 14, 2024, has sparked outrage not just for what happened, but for Southwest's response, offering just $150 in compensation that disability advocates are calling inadequate and insulting.

When Airlines 'Forget' Passengers with Disabilities

Tate and Brun were travelling together on Southwest Flight 2637 from New Orleans to Orlando when their flight was delayed by nearly five hours. When they finally boarded, they discovered they were the only passengers on the plane.

The women had waited by their assigned gate, checking Southwest's app for updates. However, unbeknownst to them, nearly all other passengers had been rebooked on a separate Southwest flight to Orlando that departed earlier from a nearby gate.

What makes this particularly troubling is that under the Air Carrier Access Act, airlines must provide prompt and effective communication for passengers with visual impairments, especially during delays, rebookings and gate changes - a requirement that was clearly not met.

Southwest's Troubling Pattern

This incident comes amid growing scrutiny of Southwest's disability policies. The airline recently announced it would eliminate its open seating model, with some speculating this stems from widespread abuse of its wheelchair assistance program - a phenomenon dubbed 'Miracle Flights' where passengers request wheelchairs solely to board early.

The irony is stark: Southwest scored 100 on The Disability Equality Index in 2023 for the fourth consecutive year, yet here they are leaving blind passengers stranded and offering minimal compensation.

What Proper Compensation Should Look Like

Southwest's $150 voucher pales in comparison to recent regulatory enforcement. In 2024, the US Department of Transportation issued a landmark $50 million penalty against American Airlines for violations of laws protecting passengers with disabilities, with American paying $25 million directly to the US Treasury.

Under US law, airlines must fully compensate passengers for loss or damage to assistive devices on domestic flights, without regard to baggage liability limits. While this incident didn't involve equipment damage, the systematic failure to communicate with vision-impaired passengers represents a serious breach of federal disability rights.

Technology Exists to Prevent This

Modern assistive technology could easily prevent such communication failures. Envision Glasses, a groundbreaking tool for people who are blind, can instantly read printed or digital text, from menus and books to screens and signs, with high accuracy.

Wi-Fi-based navigation systems enable device connection in airports, shopping malls, and hospitals, compatible with medical devices, tablets and more. Many airports already have ATMs with braille functionality and allow assistance animals for vision-impaired passengers.

The infrastructure exists - what's missing is airline commitment to implementation.

How Australian Airlines Compare

Australia's approach to airline disability assistance offers some contrasts. Qantas, as a full-service airline, aims to offer high-level support for customers with specific needs and offers to help with booking flights if assistance is required, recommending passengers call to arrange specific assistance types.

However, challenges exist here too. One survey shows most travellers with disabilities using Australian airlines report their experience as 'poor' or 'very poor', with some saying Jetstar makes them feel even worse than other carriers.

Australian courts have previously ruled that requiring airlines to carry more than two wheelchairs per flight would cause 'unjustifiable hardship' for budget carriers, though disability advocates describe this as 'unreasonably restrictive.'

New Rules Demand Better

The timing of Southwest's failure is particularly problematic. In December 2024, the US Department of Transportation announced new protections requiring airlines to meet more rigorous standards for accommodating passengers with disabilities, including enhanced training for employees and contractors who assist passengers with disabilities.

The new rules require airlines to provide 'safe and dignified' assistance, defining 'safe' as assistance that doesn't put passengers at heightened risk of injury and 'dignified' as assistance that respects passenger independence, autonomy, and privacy.

What Advocates Are Demanding

Advocacy groups, including the American Council of the Blind, have seized on this story to demand better protocols, such as mandatory audio announcements and dedicated liaisons for visually impaired passengers.

The Service Employees International Union, American Association of People with Disabilities, National Disability Rights Network and United Spinal Association recently joined forces to urge stronger training requirements for airport service workers who support people with disabilities.

Their demands include enhanced competency-based training where airlines must certify employees can perform disability assistance before engaging with passengers.

Beyond Vouchers: Real Accountability

'The way they help their customers that require additional assistance needs to change. There needs to be follow through,' said Brun. 'There needs to be some improvement in how they communicate with their passengers especially those that have disabilities,' added Tate.

While compensation vouchers can be useful, they do little to ensure violations won't be repeated. Filing complaints with the DOT allows the agency to investigate violations, impose sanctions, and require airlines to demonstrate efforts to prevent future problems.