Two blind women from Florida reported that they were left stranded as the sole passengers aboard their Southwest Airlines flight after other travelers were rebooked during a five-hour delay. The women, Sherri Brun and Camille Tate, claimed that the airline failed to inform them of the rebooking and miscommunication, leaving them waiting at the gate while other passengers found alternative flights. The incident has raised questions about how Southwest communicates with passengers with disabilities, particularly under the Air Carrier Access Act, which requires airlines to provide prompt and effective communication during delays or changes.
Sherri Brun and Camille Tate were traveling together on Southwest Flight 2637, scheduled to depart New Orleans on July 14. Following a nearly five-hour delay, the two friends finally boarded their flight, only to discover they were the only two people on the plane. The women expressed confusion and frustration, stating that they had followed the airline’s updates through the app, but were never alerted to the rebooking process. According to the U.S. Department of Transportation, airlines must provide prompt and effective communication for passengers with visual impairments, especially during delays or rebookings and boarding changes, under the Air Carrier Access Act.
Southwest Airlines has since responded to the situation, denying claims that they ‘forgot about’ the two women. A spokesperson told Fox News Digital that the customers were scheduled on Flight 2637 and that the flight number remained the same throughout the delay. However, the airline also mentioned that they offered each of the women a $100 travel voucher as compensation for the inconvenience caused. The spokesperson emphasized that the airline is actively involved in sharing best practices about how to best accommodate passengers with disabilities, as part of their ongoing efforts to improve the customer experience.
The incident has led to a broader discussion about accessibility in the airline industry and the importance of clear communication with passengers who have disabilities. While Southwest has taken a step to address the situation by offering compensation, critics argue that the incident highlights a deeper issue in how airlines manage rebookings and updates for individuals with sensory impairments. This case serves as a reminder of the need for greater transparency and proactive communication strategies in the aviation sector, especially in ensuring that all passengers—regardless of ability—are adequately informed and accommodated during service disruptions.