In case you missed it, here’s the re-cap about our not-so-great experience with United Airlines.
After being flatly told the airline does not cover strollers by a manager at BWI, Shane and I were frustrated with the entire situation and ceased our fight against United. We bought a new stroller (the same one since we love it so much) and were able to apply a coupon so as to save a little bit of money. My mother-in-law Beth, however, was still very unsatisfied with the result and decided to take matters into her own hands. She wrote an email to a Complaint Resolution Official explaining our situation and included the fact that Caleb has cerebral palsy and the stroller serves as his mobility device. She pleaded with the airline to “do the right thing” and replace the stroller that was significantly damaged while in their possession.
Well, lo and behold, we were contacted by United within a few days. They offered us a $400 travel voucher to put towards a flight. They explained they do not award cash reimbursements, nor do they offer a free flight to any destination of our choosing. We figured we weren’t going to do much better than a $400 voucher even though that means we have to fly the same airline that so blatantly mishandled our property the first time. We’ve decided to take the voucher and put it towards our flight out to Colorado for the holidays.
I wanted to wait to post this until we received the voucher in hand, and sure enough, 4 weeks later, it arrived in the mail yesterday. I’m glad United righted their wrong, but it leaves a sour taste in my mouth to know that they only did so after becoming aware of Caleb’s CP. Yes, Caleb does need his stroller to get around, but so do thousands of other pre-walking babies who rely on their strollers to get from point A to B. Luckily our stroller was broken on our trip back home but can you imagine arriving at your destination (like Disney!) without a stroller? If I had an extra hand I would take a picture of what Shane and I look like while traveling through an airport. A double stroller with two kids, two carseats, two carseat bases, diaper bag, another carry-on bag and a large suitcase. And that’s if and only if we’ve packed light! If you took away the stroller, we’d be screwed. Hopefully, I won’t ever have to experience this first-hand!
It’d be nice if United for realized that, CP or not, kids need their strollers. I wish they would reconsider their policy towards stroller damage, but one can only hope. And of course, thanks to Beth for taking up this fight for us. United will think twice before messing with the Danielson fam!
Now the only question remains, do we dare bring our new stroller on this upcoming flight?