Spirit Airlines corrects a mistake

Andria contacted Spirit Airlines to make sure they were aware that we will be traveling with my NxStage Hemodialysis machine. She reached a Call Center. Repeatedly the representative stated that the only devices that would not carry a charge are assisted breathing machines. My dialysis machine and case weigh one hundred pounds. Spirit has a hefty baggage price, especially if the item is oversized. And the price increases if you have to buy it at the gate. We were planning ahead to minimize surprises.

Andria calmly tried to explain the Department of Transportation disability rule to no avail. This rule waives baggage fees for life sustaining devices. Requests to speak with a Complaint Resolution Official were met with responses to the affect of - we do not have one. Clearly, the Spirit Airlines Call Center staff was not prepared for someone traveling with life sustaining dialysis equipment. For those who may not be aware. The average lifespan for a person without the use of their kidneys and without dialysis is between seven and twelve days.

I suppose if you have some residual function and thereby make some urine one might survive to twelve days or so. It wouldn't be a pleasant twelve days. I haven't pee'd since 2001, accept for a couple of brief moments while we were trying to make my two transplanted kidney's work (one in 2001 another in 2005).

One of those times will always stick with me. We were on our way home from the University of Wisconsin Hospital in Madison. We stopped at a restaurant for a break and I took my five year old son to the bathroom. We stood side by side and used the urinals. This may be a dad thing. But, it felt normal. Our new normal, well twelve years new, is that I'm the camel of the family. Cross me in a car, and it will only be a matter of time until your legs are crossed and you're whistling, Oh Susanna, and tearing up at the eyes.

I asked my friend Mary at NxStage if she could help us. She spent the next two days trying to get through to the appropriate parties at Spirit. On Valentines Day, Mary forwarded the following message to me.

I have been using Nxstage's System One Home Hemodialysis since 2006 and on dialysis since 2001. NxStage and the people who work there are passionate about providing a device that help people like me live a passion filled life. Thanks Mary.

Thank Spirit Airlines for correcting this mistake.  There are over 300,000 American's on dialysis and unfortunately with near epidemic levels of diabetes and high blood pressure as result of alarmingly increasing obesity in the US, this number will be growing.  Many people on dialysis are turning to home therapies to provide better outcomes and to increase their freedom to pursue a full and meaningful life.  It is appropriate for your staff to be trained to deal with the devices these patients will be bringing along as they travel the world in pursuit of their dreams.


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Spirit Airlines Customer Relations Agent Michelle , Feb 14 10:44 am (EST):

Thank you for your patience as we investigated this matter.

As a general matter, we do not charge overweight fees for assistive devices. In the interest of clarifying what was stated in the conversation between Mr. Ditschman and our Reservations agent, I requested that the call made on February 11, 2013 be converted into a transcript for review. According to the transcripts, the agent did not offer correct information to Mr. Ditschman in regards to the assistive device he wished to check nor did he provide information regarding a Complaint Resolution Official (CRO) which Mr. Ditschman requested. For this reason, we believe that we violated DOT's disability rule in regards to both aspects of your claim. We thank you for bringing this to our attention. We’ve used your correspondence as a coaching tool for the entire Reservations staff.

I've gone ahead and made a note on Mr. Ditschman's record indicating that he should not be charged for his checked dialysis machine. I've also contacted the stations he's traveling from and advised of the device.

Please note, if you ever encounter problems when traveling with us, feel free to ask our Spirit Airlines customer service personnel for a Complaint Resolution Official (CRO). Our CROs have been specially trained and are aware of applicable Department of Transportation disability regulations. Our CROs are available at all airport locations and will be glad to respond to your concerns.

We trust we have addressed your concerns in a satisfactory manner; however, if you choose to pursue enforcement action, you have the right to contact the Department of Transportation, in accordance with ACAA and DOT rule 14 CFR Part 382.

Please feel free to contact me if you ever require assistance; it is my pleasure to assist you.

We know you have a choice in air travel and are grateful you choose Spirit Airlines.

Kindest regards,

Michelle M.
Disability Specialist/
Corporate Escalation Officer
Spirit Airlines, Inc.