Two passengers are asking Southwest Airlines to improve their accessibility policy after being the only two not to have been rebooked following a five-hour delay. “Nobody said a word to us about another flight.”
On 14 July 2025, Sherri Brun and Camille Tate, both blind, had booked two seats on a Southwest Airlines flight from New Orleans to Orlando. However, it was only after a five-hour delay that the two women were able to board their original flight. In the meantime, without their knowledge, all other passengers had been rebooked on an earlier voyage.
While Brun and Tate were waiting at their assigned gate, checking the Southwest app for updates, other passengers learned that a new, earlier flight to Orlando was leaving from a nearby gate.
“Nobody said a word to us about another flight. We were just waiting at the gate, checking the app, like everyone else. There needs to be some improvement in how they communicate with their passengers, especially those that have disabilities,” Brun told Orlando news station FOX 35, thereby raising awareness for the lack of travel accessibility for people with disabilities.
Southwest Airlines has apologized to two blind women who were left behind at their gate while waiting for their flight to Orlando, but only offered them a paltry $100 for the inconvenience.
— News News News (@NewsNew97351204) August 10, 2025
Friends Camille Tate and Sherri Brun were planning to fly home from New Orleans on July… pic.twitter.com/BBQSFFJq2x
What does Southwest Airlines say?
According to the two passengers, when they were finally able to board their original flight with a five-hour delay, someone told them they were the only two on the plane as the airline had forgotten about them. Brun is therefore asking Southwest to improve its accessibility policy, while the airline denies it forgot about the two blind travellers.
“Many of the customers on that flight were accommodated on another MCO-bound flight that left a little earlier from a nearby gate. We attempted to locate the two customers, but were unable to find them in time to rebook them on that flight. Our records show they flew to MCO on the airplane that had been parked at their original gate. We apologise for the inconvenience. Southwest is always looking for ways to improve our Customers’ travel experiences, and we’re active in the airline industry in sharing best practices about how to best accommodate passengers with disabilities,” a Southwest Airlines spokesperson told The Independent.
According to the airline, escort and navigation assistance are available for blind passengers throughout the airport. When blind travellers identify themselves to a Southwest employee when entering, transferring, or arriving at the airport, they will receive the required assistance. Moreover, Southwest personnel are then responsible for ensuring that all customers who need assistance reach their new gate.
As compensation for the two women’s delayed flight, Southwest issued $100 vouchers. As the two eventually completed their flight, albeit with a five-hour delay, a full refund is not available according to the airline.
