“It seems that the more places I see and experience, the bigger I realize the world to be. The more I become aware of, the more I realize how relatively little I know of it, how many places I have still to go, how much more there is to learn.” – Anthony Bourdain
Hello, friends!
We have a lot to catch up on since the transition of this newsletter from Substack to the new and improved WheelchairTravel.org. It's good to have everything in one place, and I am happy that you are here! Without further ado, let's jump right in.
The world's oldest llama and a weekend at camp
Last weekend, I took a road trip to North Carolina for a very special weekend at Victory Junction, a camp that "challenges children who have a serious medical condition to try things they never imagined possible." The camp relies heavily on volunteers who welcome kids and families to a retreat filled with fun and excitement, helping them to experience activities like fishing, archery, bowling, horseback riding, arts & crafts and more.
I have always been fascinated with llamas, since my first picture with one during a middle school field trip (left). Some have said that I look like a llama. Do you see the resemblance?
While at camp, I had the opportunity to recreate a photo from my own childhood when I met Whitetop the Llama, who recently earned the Guinness World Records for oldest living llama in captivity and the oldest llama in captivity ever. Guinness published a nice story about how Whitetop's life has been dedicated to connecting with disabled kids.
Being there at camp, witnessing the self-giving of so many volunteers, and getting to experience the weekend with an incredible kid who has become a very important part of my life, was something I will never forget. Congratulations to the Victory Junction team for a job truly well done.
Limited spaces remain on the September 2025 Wheelchair Travel Group Trip to Spain
If you are interested in traveling with me to Spain in September, there are still spaces available in my group! Take a look at the Itinerary for the September 2025 Wheelchair Travel Group Trip to Spain, and fill out the interest form if you would like to join.
This tour is a special one — we'll be visiting Antoni Gaudí's Sagrada Familia, Monserrat and the Dalí Museum, while also enjoying experiences like a traditional Flamenco Show, tapas dinners and a wine tour. I hope you will be able to join us!
Trip to Hamburg, and speaking to executives
In just a few short weeks, I will set off on my annual journey to the Aircraft Interiors Expo (AIX) in Hamburg, Germany. Last year, I reported on exciting progress in the development of wheelchair securement spaces for airplanes, and you can read my coverage here:
John Morris
John Morris
I will surely be looking to follow-up on those innovations, while also seeking out new products that could improve the flying experience for disabled people.
One day before AIX kicks off, I have been invited to deliver remarks at the Passenger Experience Conference. You can read about my appearances here:
- Plenary Session: Sharing ideas on including all of the passengers, all of the time
- Breakout Session: Accessible, inclusive and equitable — action to improve air travel for all
It's exciting that two accessibility-focused panels, including one during the plenary session, will be presented at the daylong conference that is attended by airline executives, aircraft designers and other industry leaders.
The airline that's keeping tabs on me, and the despicable lawsuit they've filed
I fly with a lot of different airlines throughout the year, but my primary carrier is American Airlines — not because I am a fan of the carrier (they consistently rank as one of the worst airlines for disabled passengers), but because there are perks to being loyal (complimentary upgrades, free checked bags, bonus miles, etc.).
Because I fly AA so often, they monitor my travels and routinely assign a manager to meet me on arrival (they send notes to the stations saying that a "VIP" passenger is arriving, which is comical).
This clip from the George Clooney movie "Up in the Air" is one of my favorites — it reflects my longtime hobby of earning miles, points and frequent flyer status. American Airlines will never give me the invite-only ConciergeKey status that I hope for, though.
Occasionally, whoever is monitoring my movements from the corporate office misses a trip — there is no advance notice provided to airport teams, no manager assigned to meet me on arrival — and the system is left to reveal its true colors, what is actually standard operating procedure.
That happened earlier this week. No one knew that I was coming, with one agent even saying "they didn't let us know you were flying today." When I arrived in Charlotte, the airline's baggage handlers attended to my wheelchair last (it is supposed to be "among the first" items removed from cargo). They lifted the 450-pound wheelchair manually rather than using the specialized wheelchair lift that was on hand (recall this 2019 story, Everything You Need to Know About Wheelchair Handling at American Airlines in One Photo), and I was made to wait an extended period of time for its return (30+ minutes).
John Morris
That is American's true standard operating procedure. But, truth be told, even with the extra attention that I often receive, they still fail — frequently. Much of it comes down to poor training (baggage handlers haven't been taught how to safely handle wheelchairs or to prioritize their return), and employees who have no concern for the safety and dignity of disabled passengers (like when employees deny preboarding, or demand passengers deplane even if their wheelchair has not been returned).
John Morris
That's why it is shocking that American Airlines is suing the Department of Transportation to block the enhanced training requirements announced last year. They need to train better, and more often! To read how American and other major carriers have lined up behind their trade group to attack the civil rights of disabled air travelers, read this article: U.S. Airlines Sue to Block Disabled Passenger Protections and Training Requirements. It's eye-opening.
What is a CRO?
If you don't know the answer to this question, don't feel bad — airline employees don't either, even though they should.
Earlier this week, when I traveled on that American Airlines flight to Charlotte and my wheelchair was not promptly returned, I asked to speak with a CRO so that I could lodge a complaint.
There was confusion at the gate. One gate agent asked, "What is a CRO?" Another said, "that's a CSM [Customer Service Manager], right?" Someone else remarked, "We call it a CSC."
A few minutes later, someone did present themselves to me as a CRO — I stated the facts and alleged a violation of the ACAA (i.e. "the complaint"), but she seemed confused when I brought up the requirement that she respond in writing to confirm or deny that the alleged violation occurred. I will give it 30 days as the law permits, but I am wondering if my 2020 article, Airlines Are Training Complaint Resolution Officials to Break the Law, still holds water?
Good news before you go, and final thoughts
Here are some stories that haven't been featured in a newsletter yet:
- New Bill Would Make It Easier for Caregivers to Accompany Disabled Passengers in the Airport — Rep. Greg Steube (R-Florida) introduced the Fast Lane for Youths Act (FLY Act) that would streamline the issuance of gate passes for caregivers, parents, and guardians accompanying children and people with disabilities.
- Condé Nast Traveller Named Me One of the "25 People Making the World More Accessible" — The popular travel publication highlighted advocates and entrepreneurs who are making travel more accessible for disabled people.
Thank you for your continued readership and have a great weekend!
All the best,
— John
