Title: Blind Passengers Encounter Communication Issues on Southwest Airlines Flight
Two blind women from Florida recently experienced a surprising situation as they boarded their Southwest Airlines flight from New Orleans to Orlando. The duo, Sherri Brun and Camille Tate, were shocked to find they were the only passengers on Southwest Flight 2637, and they believe the airline needs to enhance its communication strategies for travelers with disabilities.
Scheduled to depart on July 14, Brun and Tate faced a nearly five-hour delay before they were finally allowed to board. To their astonishment, they discovered they were the only two individuals on the plane, as reported by FOX 35. “You’re the only two people on this flight because they forgot about you,” Brun recalled being told.
Despite waiting at their designated gate and diligently checking the Southwest app for updates, the women were unaware that most other passengers had been rebooked on a different flight that had left from a nearby gate. According to the U.S. Department of Transportation, airlines are required to provide timely and effective communication for passengers with visual impairments, especially in situations involving delays, rebookings, and boarding changes, as mandated by the Air Carrier Access Act.
Brun and Tate expressed their frustration over the lack of communication. “Nobody said a word to us about another flight,” Brun stated. “We were just waiting at the gate, checking the app like everyone else.” Tate added, “There needs to be some improvement in how they communicate with their passengers, especially those that have disabilities.”
A Southwest Airlines spokesperson responded to the incident, clarifying, “We have seen inaccurate accounts that suggest we ‘forgot’ the two customers or that we sent a plane back to get them. Neither of these is the case. The customers were scheduled on Flight 2637, which ran almost five hours late but maintained its flight number throughout.”
As a gesture of goodwill, Southwest Airlines offered each woman a $100 travel voucher for the inconvenience. The airline emphasized its commitment to enhancing customer experiences, stating, “We apologize for the inconvenience. Southwest is always looking for ways to improve our customers’ travel experiences and is actively engaged in sharing best practices to accommodate passengers with disabilities.”
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About the Author:
Sophia Compton is a Digital Production Assistant at Fox News Digital, with a background in business reporting covering finance, energy, and tourism. A graduate of the University of Hawaii at Manoa, she earned her journalism degree in 2021.
