‘Airline kicked my disabled 91-year-old grandma and her cat out of first class’

KMI
KMI

Dear Katie,

Back in August, my 91-year-old grandma took a Delta flight from Minneapolis-St Paul in Minnesota to Baltimore-Washington International to attend a very special family wedding.

This was a huge and intimidating trip for her and she decided to splash out and fly first class, partly due to her old age and the fact that she may never be healthy enough to fly again, but also because she was travelling with her beloved pet cat.

She checked in advance whether cats were allowed to travel in first class, and Delta confirmed this was perfectly acceptable.

She was seated with the help of special assistance, due to her being a wheelchair user. But before take off, a member of staff came and moved her and the cat into economy class. My grandmother says the new seat was “horrible”, and the cat became cramped.

Meanwhile, almost immediately, a fellow passenger from the economy cabin was upgraded into her seat without explanation.

My grandma says the air steward was dismissive and uncaring, and if she offered an explanation for the sudden seat change, my grandma did not hear it as she suffers from hearing loss.

We later complained on her behalf, and on multiple occasions Delta stated that the move was because of the cat. However, I just don’t see how this could be the case.

On the return flight home, my grandma and the cat were seated in first class and had an excellent flight by all accounts.

– MG, via email

Dear MG,

As a vulnerable passenger, your grandma should have been treated with the utmost care and respect on this flight, but instead she and her feline companion were downgraded to a lower grade of cabin.

There, she says she was less comfortable, while her cat was squashed between two seats. When you arrived to greet her at the airport she was flustered and upset, and you say the kerfuffle over her seats soured the start of her month-long trip to watch another of her granddaughters get married.

When you asked Delta why your grandma was removed from first class, you were told it was because of the cat.

However, you don’t buy this as she travelled – without a fuss – on the return journey home with the cat in first class. She had also been told prior to the trip that the seat she had booked did permit cats in carriers.

You have a relative who has formerly worked in the aviation industry who has suggested that your elderly grandma may have been moved to make way for someone else because the pilot or senior cabin crew may have wanted to upgrade a friend, family member or VIP.

However, Delta has never admitted this, and you have no evidence to support this theory. When I enquired on your behalf, it gave no explanation for her being moved, so the reason remains a mystery.

The airline has, however, finally apologised and refunded the full fare for the outbound leg of her trip, which was around £900. This was the least it could do in the circumstances.

A Delta spokesman said: “After investigation, Delta teams acknowledged the customer and issued an apology and full refund for the ticket.

“We acknowledge this is not the customer service you expect from Delta and have shared this with appropriate teams for review. We apologise for the confusion and inconvenience.”