United Airlines Apologizes to Mother Over Ventilator Request on Flight
United Airlines has reportedly apologized to a mother who felt “humiliated” after flight crew members allegedly requested she remove her son’s ventilator before takeoff earlier this month.
Mother Recounts Ordeal in Viral Video
Melissa Sotomayor documented the experience in a widely circulated video online, stating that during her March 8th flight from Tampa, Florida, to Newark, New Jersey, the flight crew attempted to make her disconnect her son from life support equipment and stow it away.
“This message is for United Airlines,” Sotomayor stated in the nearly 10-minute TikTok video, which has garnered over a million views. “The manner in which you treated my son as we attempted to fly home from Tampa to Newark was utterly unacceptable.”
Airline Responds, Mother Remains Dissatisfied
United Airlines confirmed they have contacted Sotomayor “to address her concerns and apologized for any frustration she may have experienced.” However, the airline did not elaborate on the specifics of the incident.
Sotomayor informed NBC via text message on Sunday that the airline’s apology “was not sincere.”
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Details of Medically Complex Son’s Travel
Sotomayor explained her son, described as “medically complex,” relies on a ventilator and tracheostomy tube. Born prematurely at 22 weeks, the 2-year-old requires constant medical support.
Prior to the flight, Sotomayor secured necessary documentation for her son to travel. The initial leg of their journey, arriving in Tampa, proceeded without incident.
She emphasized that she had previously shared the documentation with United Airlines and received clearance for her son’s medical equipment before the trip.
Dispute Arises on Return Flight
Problems arose on their return flight from Tampa.
Sotomayor reported that a flight attendant instructed her to place the medical equipment beneath the seat prior to departure.
The mother informed the crew member that her son’s life depended on the machines and presented her documentation, including medical clearance from two physicians.
Subsequently, another flight attendant approached her, suggesting their seats might be changed if she did not comply with the request.
Sotomayor reiterated that the airline’s accessibility department had pre-selected their seats and presented the documentation again.
Conflicting Explanations from Airline Staff
Sotomayor told NBC News that during the airline’s apology call, a representative attributed the issue to a “bulk head seating problem,” an explanation she claims was never mentioned during the flight itself.
“They stated it was due to my refusal to remove my son from his ventilator and portable oxygen concentrator before takeoff,” Sotomayor recounted.
In her video, Sotomayor further claimed a third flight attendant told her to remove the equipment, assuring her son would “be OK until we’re in the air at a high enough altitude.” She refused to detach the devices.
Passenger Intervention and Captain’s Involvement
According to Sotomayor, a fellow passenger intervened, expressing sympathy for her treatment.
The flight’s captain then became involved.
“He then stated that I was being difficult and that my son’s medical equipment posed a danger to other passengers and my son, alleging I was not adhering to FAA guidelines,” Sotomayor said.
She stated that she informed the captain all equipment was FAA-approved and presented her documentation.
Despite this, the captain reportedly asserted it was “dangerous” for her son to fly, even after Sotomayor reiterated her son had been medically cleared.
The flight eventually departed over an hour behind schedule.
Mother Expresses Disappointment and Vows to Boycott Airline
“I was deeply upset by the humiliation we endured in front of others and the way we were addressed,” Sotomayor conveyed in her video. “The captain spoke to me as if I was deliberately endangering my son and disregarded the fact that his life depended on this equipment.”
Sotomayor then contacted United Airlines to lodge a complaint.
“I have felt incredibly disrespected by United Airlines,” she declared in her video, “and I will never fly with United again.”