Airlines allegedly abandon two visually impaired women during flight delay
In a recent incident, two blind passengers experienced delays and communication issues while flying with Southwest Airlines. Despite the airline's general accessibility policies, which include preboarding for those needing accommodations and escort/navigation assistance at airports for blind customers, the passengers encountered difficulties during a flight delay.
According to the airline, the two blind passengers were the only ones on the plane. However, Southwest Airlines was unable to locate them in time to rebook them on an earlier MCO-bound flight, resulting in a five-hour delay. Contrary to speculation, Southwest Airlines denies forgetting about the two blind travellers.
The airline has not publicly issued a direct response specifically addressing the complaints from these passengers about communication during the flight delay. Nevertheless, Southwest Airlines offers escort and navigation assistance for blind passengers throughout the airport, and personnel are responsible for ensuring that all customers who need assistance reach their new gate.
In response to the incident, Southwest Airlines issued $100 vouchers as compensation for the delayed flight. The company has also emphasized its commitment to ongoing improvements in customer experience and accessibility. Recent updates include allowing customers with disabilities who meet certain criteria to preboard flights, transitioning to assigned seating from January 27, 2026, which may enhance overall communication and boarding clarity for passengers with disabilities, and providing escort and navigation assistance for blind customers from curb to gate and between connecting flights.
Blind travellers who identify themselves to a Southwest employee when entering, transferring, or arriving at the airport will receive the required assistance from the airline. Southwest Airlines is also active in the airline industry in sharing best practices about how to best accommodate passengers with disabilities.
The incident underscores a continued industry-wide need for better accessibility and clearer communication protocols in such situations. As of the latest information available, Southwest Airlines is looking for ways to improve its accessibility policy for passengers with disabilities. The situation reflects broader challenges in improving accessibility communication in air travel.
