CHICAGO- A United Airlines (UA) flight attendant called security on an elderly disabled first-class passenger after she requested assistance stowing her cane and small purse in the overhead bin.
The incident occurred on a bulkhead row where under-seat storage isn’t available, forcing the elderly passenger to comply with regulations requiring items to be stowed during takeoff.
Photo: By © Raimond Spekking / CC BY-SA 4.0 (via Wikimedia Commons), CC BY-SA 4.0, https://commons.wikimedia.org/w/index.php?curid=36767130United Airlines Attendant Denies Help
The confrontation began when the flight attendant refused assistance, claiming “union regulations” prohibited helping with luggage stowage – a statement that contradicts actual Department of Transportation (DOT) requirements.
According to DOT regulations, airlines must assist passengers with disabilities when requested, which explicitly includes “stowing and retrieving carry-on items, including assistive devices.”
After another passenger ultimately helped store the items, the aircraft returned to the gate, where security boarded to address the flight attendant’s complaint that the elderly passenger was “talking down” to her.
Witnesses reported the opposite occurred, with the flight attendant displaying aggressive behavior toward the passenger who remained calm throughout the encounter.
Just witnessed really upsetting incident with a disabled elderly passenger and United flight attendant
byu/mildlyburner inunitedairlines
Airlines operating in the United States are bound by the Air Carrier Access Act (ACAA), which establishes clear requirements for accommodating passengers with disabilities. Flight attendants are not only permitted but required to assist disabled passengers with reasonable requests involving assistive devices, Viewfromthewing flagged.
The incident highlights a significant gap between United’s service standards and regulatory requirements. While flight attendants generally aren’t required to help with standard luggage, assistive devices like canes fall under special protection categories that mandate crew assistance regardless of union contracts.
Photo: Delta Air LinesService Culture Differences Across Airlines
This event underscores broader concerns about service culture variations between major carriers. Many industry observers note that service quality often reflects company culture rather than union status.
Southwest Airlines (WN), despite being unionized, maintains relatively high customer satisfaction ratings, while Delta Air Lines (DL)’ “Delta Difference” approach emphasizes customer-centric service.
United Airlines has struggled with service reputation challenges over several years, with incidents like this potentially stemming from historic management-labor relations rather than current policies. Passenger advocates emphasize that airlines should prioritize clear training on accommodation requirements to prevent similar situations.
Photo: UnitedSimilar Incidents
United Airlines addressed growing backlash following allegations that crew members attempted to force a mother to disconnect her medically complex son’s ventilator during a flight. The incident has sparked widespread concern about airline protocols for passengers with critical medical needs.
Melissa Sotomayor shared her experience in a TikTok video that has surpassed one million views. She detailed a troubling encounter during a March 8, 2025, flight from Tampa to Newark, where staff reportedly pressured her to remove her son’s life-supporting equipment.
Sotomayor’s two-year-old son, born at 22 weeks’ gestation, requires a ventilator and tracheostomy tube for survival. She stated that she had thoroughly prepared for travel, securing all necessary documentation and receiving advance approval from United Airlines for her son’s medical equipment.
While the outbound journey proceeded without issue, Sotomayor reported that the return flight turned problematic when crew members insisted on ventilator removal. She described the situation as “absolutely ridiculous” and said she felt deeply humiliated by the experience.
United Airlines has confirmed direct communication with Sotomayor and issued an apology for “any frustration she may have experienced.” However, according to NBC News, Sotomayor has characterized the airline’s response as insincere and inadequate.
Rude Behaviour
United Airlines promotes slogans like “good leads the way” and “caring for people on life’s journey,” yet these marketing phrases often fail to align with employee behavior during customer interactions. Employees typically prioritize following established procedures rather than embodying company slogans.
Staff interactions with customers rarely connect to specific incentives or consequences, creating a disconnect between corporate messaging and passenger experience. The airline’s service model focuses primarily on safety protocols rather than customer satisfaction.
According to the union representing United flight attendants, the call button serves emergency purposes rather than convenience requests for beverages. This stance reinforces the view that flight attendants’ primary responsibility centers on passenger safety, not service.
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