When Debi Coleman saw her mobility scooter on the baggage carousel in Orlando on March 5, she knew something was wrong.
For starters, the scooter should have been returned to her at the specialty baggage counter or the oversized luggage claim instead.
Once Coleman realized her mobility device had been seriously damaged on her trip from Los Angeles, she got stuck in a vortex of airline customer service dead ends while trying to get it repaired.
“I’ve talked to Orlando, I talked to their main office in Atlanta, I’ve asked for supervisors. I’ve always been told someone would call me back and they don’t,” Coleman told USA TODAY. “It’s been over 11 times now that I’ve contacted someone. I was told every time that we’re escalating this to your claims manager and every time I was told someone would call me back in 24-72 hours, and so far, no one has called.”
Coleman, 65, said there was damage to various parts of her scooter when she received it, and the inside of its transport case was wet when it arrived at her final destination of Orlando.
