Overview

• Southwest publicly apologized and issued $100 travel vouchers to Camille Tate and Sherri Brun after rebooking other passengers without notifying them, leaving the pair as the only travelers on their rescheduled flight.
• The airline declined to offer full refunds, stating the women technically completed the originally scheduled leg despite the five-hour delay and lack of proper notification.
• Tate and Brun say they received no verbal updates and could not read gate-change information, underscoring gaps in accessible communication for visually impaired passengers.
• The travelers and disability advocates are calling on Southwest to overhaul its assistance protocols to meet the Air Carrier Access Act’s requirements for passengers with disabilities.
• The incident highlights recurring industry challenges in accommodating disabled travelers and has prompted fresh calls for airlines to improve announcement systems and support services.