Woman says United Airlines crew tried to make her remove son's ventilator
- Oscar Jones
- Mar 25
- 3 min read
A distressing incident aboard a United Airlines flight has brought renewed attention to the challenges faced by passengers traveling with essential medical equipment and the critical need for improved airline staff training regarding disability rights. Jennifer Kleffman recounts a harrowing experience where she alleges United Airlines personnel repeatedly questioned the necessity of her six-year-old son's life-sustaining ventilator, even suggesting it might need to be removed or stored during the flight, causing immense fear and frustration for the family.
The Incident: A Stressful Encounter Before Takeoff
According to Kleffman's account, reported by NBC News, the ordeal began during the boarding process for a flight from Minneapolis to Newark. Her son, Theo, lives with Cri du Chat syndrome, a genetic condition that, for him, necessitates the use of a trilogy ventilator to support his breathing. While Kleffman is accustomed to navigating the complexities of air travel with medical equipment, the interaction with United staff on this occasion quickly escalated into a deeply troubling situation.
Kleffman reported that both a gate agent and, later, a flight attendant questioned the ventilator. The questioning allegedly went beyond standard procedure, delving into whether the device was truly necessary for the flight's duration and suggesting it might need to be stowed – an impossible and dangerous proposition for a child reliant on it for every breath. Kleffman described feeling panicked and cornered, forced to repeatedly justify her son’s basic medical needs to staff who appeared unfamiliar with the equipment or the regulations permitting its use onboard. The experience, she stated, was dehumanizing and terrifying, transforming the usually stressful process of boarding with a medically complex child into an acute crisis.
Life-Sustaining Equipment vs. Carry-On Luggage
The ventilator is not optional luggage; it is a critical piece of medical technology that performs a vital life function for Theo. Cri du Chat syndrome can manifest in various ways, and for Theo, respiratory support is essential. Suggesting its removal or storage implies a fundamental misunderstanding of its purpose and the immediate, life-threatening consequences such an action would entail. For parents like Kleffman, these devices are an extension of their child's life support, requiring constant vigilance and protection. The questioning by airline staff, therefore, struck at the heart of her child's safety and well-being.
Air Carrier Access Act (ACAA) and Airline Obligations
This incident starkly highlights potential violations of the Air Carrier Access Act (ACAA), a U.S. federal law designed to protect passengers with disabilities from discrimination in air travel. The ACAA mandates that airlines accommodate the needs of passengers with disabilities, including permitting the use of necessary medical equipment onboard. Specifically, regulations under the ACAA allow passengers to use FAA-approved ventilators, respirators, and portable oxygen concentrators (POCs) during flight, provided the devices meet certain requirements and the passenger notifies the airline in advance if necessary.
Airlines are required to train their personnel, particularly frontline staff like gate agents and flight attendants, on these regulations and how to assist passengers with disabilities respectfully and effectively. The questions Kleffman faced suggest a significant gap in this training or a failure to apply it correctly. Asking if life-sustaining equipment can be removed or stored directly contradicts the spirit and letter of the ACAA.
Broader Implications: Training, Awareness, and Passenger Burden
Kleffman's experience is unfortunately not unique. Disability advocates frequently report instances where airline staff lack adequate training or sensitivity regarding passengers with diverse needs, placing an undue burden on travelers to educate employees about their rights and the function of their essential equipment. This incident underscores the urgent need for comprehensive, ongoing, and effective training programs that go beyond superficial compliance, fostering genuine understanding and empathy among airline personnel. It highlights a systemic issue where the responsibility for ensuring safe and accessible travel falls too heavily on the disabled passengers themselves.
United's Response and the Path Forward
United Airlines, in response to the incident becoming public, issued an apology to the Kleffman family. As reported by NBC News, the airline acknowledged the need for better training regarding ventilator policies and offered compensation in the form of travel credits and miles. While apologies and compensation are standard responses, the true measure of accountability lies in tangible changes to prevent recurrence. The airline stated it is reviewing its training processes. For Kleffman and countless other families navigating air travel with medical needs, the hope is that this deeply distressing event serves as a catalyst for meaningful improvements across the industry, ensuring all passengers are treated with dignity, respect, and adherence to federal accessibility laws. The intervention by a pilot, who reportedly understood the situation and facilitated the Kleffmans' ability to fly safely, shows that awareness exists within the system, but it needs to be universally and consistently applied.
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