Jennifer Jaspers, 52, was denied a boarding pass by American Airlines after staff determined she couldn't travel alone, disrupting her annual solo birthday trip to North Carolina to visit family.
What happened at check-in
Jaspers, who has Down syndrome, was dropped off at Eppley Airfield in Omaha by her mother, Cindy Garrett, on 23 July. During check-in, a staff member asked Jaspers whether she could get herself out of a building on her own, a question that caught her off guard. She replied that she didn't know, and a supervisor subsequently determined she would need a safety assistant to travel, denying her a boarding pass to fly alone.
Garrett said her daughter has flown independently dozens of times without any prior issues, noting that Jaspers always carries a phone and that arrangements are typically made in advance for gate transfers when needed. Jaspers said she was upset by the experience, describing herself crying at the airport and insisting she's capable of flying by herself.
What American Airlines said
An American Airlines spokesperson defended the decision, stating that customers unable to follow safety instructions during a flight are required to travel with a safety assistant, and that staff followed established procedures in determining this was necessary in Jaspers' case. The airline said a safety assistant was offered to accompany her at no additional cost.
In a fuller statement, the airline said: "American is committed to providing a safe and positive travel experience for all customers. To support those who need special assistance, customers who are unable to follow safety instructions during their journey are required to travel with a safety assistant. Upon review, our team followed established procedures to determine that a safety assistant would be required to travel with the customer — and that option was offered at no cost. The customer chose not to travel, and the ticket was refunded. We appreciate our customers' understanding as we work to ensure a safe and comfortable travel experience for everyone."
Why the family declined the offer
Garrett said the family chose not to accept the free safety assistant option because it didn't extend to the first-class ticket Jaspers had originally booked. Their ticket was refunded instead.
The alternative plan
Jaspers' father has since spent two weeks arranging his own round trip from North Carolina to Omaha so he can serve as her travel companion, at a personal cost of $1,800. The family said they intend to ask American Airlines whether the free assistance offer could be applied toward covering part of that cost, arguing that if the airline determined a second traveller was necessary, it should share in the expense.
