Her 92-Year-Old Father Was Stranded Mid-Flight Connection — Now She’s Teaching Travelers Their Rights
When a 92-year-old veteran was stranded mid-journey, his daughter learned just how easily the system can break down, and how other travelers can protect themselves.
Holiday travel can be stressful even when everything goes right. For passengers who rely on wheelchairs or special assistance, one small mistake can turn into an ordeal. That’s what happened to 92-year-old Army veteran and retired doctor Stanley Majcher during a cross-country trip with his daughter last month.
Despite pre-arranged wheelchair assistance, Dr. Majcher was left stranded between flights when his connection departed without him. His daughter, Marley, an experienced traveler recovering from back surgery, says she begged airline staff for help, only to be met with silence and confusion. When she later asked for a flight attendant’s name, she was removed from the aircraft “to determine if she was fit to fly.”
Weeks later, the family is still waiting for a response from American Airlines and the Department of Transportation after filing official disability-rights complaints. But Marley isn’t just waiting; she’s sharing what she learned to help others protect themselves when airlines mishandle disabled or elderly travelers.
Know Your Rights Before You Fly
Airlines are legally required under the Air Carrier Access Act to provide prompt wheelchair and boarding assistance to passengers with disabilities. But those rights only matter if you know how to enforce them. Here’s what Marley recommends:
- Document your needs early. When booking, note any assistance required — wheelchair, needs help boarding, medical limitations — and call the airline’s disability desk to confirm it’s recorded.
- Get the CRO number. Every U.S. airline must have a Complaint Resolution Official available 24/7 at each airport. Keep their contact info handy.
- Keep essentials close. Medications and key documents should stay in your carry-on, never gate-checked.
- Photograph your boarding passes and seat assignments. It’s an easy way to prove what was originally booked if something changes mid-trip.
When Things Start Going Sideways
If assistance doesn’t show up or a flight crew refuses to help, Marley says to speak up immediately — and document everything.
- Politely but firmly state: “This passenger has a disability and is entitled to prompt wheelchair and deplaning assistance under the Air Carrier Access Act.”
- Write down names, times, gate numbers, and what was said. If someone won’t give a name, note a physical description.
- Call the airline’s customer-service line or elite desk while the issue is happening so there’s a timestamped record.
- Ask for the CRO immediately if you’re told “policy” prevents help. It’s their job to step in.
And don’t worry about appearing upset. “Sometimes emotion is what finally moves systems built on apathy,” Marley says.
After the Flight
Once you’re safely home, act fast:
- File complaints with both the airline (via its customer-relations form) and the U.S. Department of Transportation (DOT Air Consumer Complaint Form). Airlines are required to respond in writing within 30 days.
- Keep all boarding passes, call logs, and messages as evidence.
- If you experience retaliation — like being questioned, threatened, or removed for speaking up — that’s prohibited under the Air Carrier Access Act and 14 CFR § 382.11.
For additional support, contact:
Whether you’re caring for an aging parent or traveling with a disability yourself, preparation and documentation are your best defenses. As Marley’s experience shows, even seasoned travelers can be left vulnerable when airlines fall short — but knowing your rights can make all the difference.
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