Beverly

Dear Delta Air Lines,

I'm writing this publicly because my 88-year-old mother's experience deserves to be heard, and I hope Delta will make this right.

On June 9, 2026, my mother, (88 years old), flew from Atlanta to Phoenix on Delta Flight 796. Because of her age, she requested assistance getting to the gate. Delta employees in Atlanta had no problem issuing my sister an escort pass so she could walk with our mother, help organize her belongings, make sure she was comfortable, and prepare her for the flight.

Fast forward to July 8, when it was time for her to return home on Delta Flight 348 from Phoenix to Atlanta.

I arrived at the Delta ticket area around 8:15–8:30 a.m., nearly two hours before her 10:14 a.m. departure, expecting to receive the same accommodation.

Instead, I was met by Felix, a Phoenix Delta manager, who immediately told me Delta had not issued escort passes "for several years" and that my sister had simply "gotten lucky" in Atlanta.

I then waited approximately 20 minutes in line before reaching Delta employee Glenn.

Glenn listened to my and my mother’s explanation, understood why I needed the pass, and actually began printing it.

Then everything changed.

While Glenn was processing the escort pass, Felix called him on his personal phone and instructed him not to issue it. Glenn had to stop printing the pass and told me that if I went back and spoke with Felix again, he might reconsider.

I and my mother respectfully approached Felix a second time.

I explained that this wasn't about convenience.

This was about my 88-year-old mother. My mother also pleaded with Felix.

Why I needed to accompany her to the gate to help organize her belongings, make sure she had time to use the restroom before boarding, ensure she was comfortable with the wheelchair attendant, and help prepare her for a long flight home.

Felix refused both of our requests.

He simply said he wasn't issuing any escort passes that day.

Because of the time lost trying to resolve this issue, my mother was rushed to the gate by a wheelchair attendant with only about 10 minutes before boarding.

She didn't have enough time to prepare herself before getting on the aircraft.

During the flight, my mother suffered an embarrassing onboard accident.

Anyone with an elderly parent can understand how humiliating and emotionally painful something like that can be.

As her son, it broke my heart.

No 88-year-old woman should have to feel rushed, embarrassed, or humiliated while traveling.

What made this even more upsetting was what happened after she landed in Atlanta.

My sister learned there was an internal note on our reservation instructing employees not to issue escort passes to our family because we had allegedly been rude.

That statement is simply false.

At no point did I yell, threaten anyone, or become disrespectful. I did exactly what any son would do—I respectfully advocated for his elderly mother.

Ironically, despite seeing that note, the Delta employees in Atlanta treated my mother with kindness, dignity, and compassion. They understood what Phoenix apparently did not.

This isn't just about an escort pass.

It's about consistency.

It's about respect.

It's about compassion for elderly passengers.

Most importantly, it's about treating our parents and grandparents with the dignity they deserve.

I'm asking Delta Air Lines to:

Investigate what happened in Phoenix.
Correct the inaccurate note placed on our reservation.
Review how elderly passengers are accommodated.
Ensure no other family has to watch an aging parent go through what my mother experienced.

Delta, I hope you'll do the right thing.

Because someday, every one of us will either be the elderly passenger—or the son or daughter trying to care for one.

Please share this post so Delta sees it.

#DeltaAirLines #CustomerService #RespectOurSeniors #Accessibility #PhoenixAirport #AtlantaAirport #TravelWithDignity #ElderCare #DoBetterDelta