Following the regional model of Capacity Agreements, UA seems to be chasing the mantra of "leverage contracts to find the lowest bidder" with respect to wheelchair pushers. It's hard to believe thats possible after seeing the perfomance standards in the domestic US system.
Then again, Houston IS America's fattest city, maybe they contracted with forklift operators
The airlines are required, under the Air Carrier Access Act, to provide wheelchair assistance upon request. If wheelchair assistance is not provided, then the passenger may request to speak with the airline’s Complaints Resolution Official (CRO). Each airline must have at least one CRO available at each airport during times of scheduled carrier operations. The CRO can be available by telephone.
Complaints dealing with wheelchair availability or those alleging discriminatory treatment by air carrier personnel can be directed to the U.S. Department of Transportation’s Aviation Consumer Protection Division, which can be contacted as follows. (Hours are Monday – Friday, 9:00 am through 5:00 pm, Eastern Standard Time).
Voice: 800-778-4838
TDD/TTY: 1-800-455-9880
E-mail:
[email protected]
Regular Mail:
Aviation Consumer Protection Division (C-75)
U.S. Department of Transportation
W96-432 (West Building)
1200 New Jersey Avenue, SE
Washington, D.C. 20590