khaukeable

[khaukeable @khaukeable]

@AmericanAir No, only vague information is posted.

[khaukeable @khaukeable]

@AmericanAir promised to get back to me in 24 hrs. to explain their mask policy for qualifying disabled. Need to get autistic son back to LA. 2nd day, no call and they refuse to publicly post the policy. #tryingtocomply

[khaukeable @khaukeable]

@AmericanAir posting the disability mask exemption info I have been begging you to post for 3 days. It is NOT on your website, where you kept referring me. After the return phone call you promised me never came I finally got a hold of your special services team today.

[khaukeable @khaukeable]

@AmericanAir If only it were that simple. I would never have tweeted if your TEAM MEMBERS were told to read the website so you were ALL ON THE SAME PAGE. Your website and “team” members contradict one another. And you refuse to publicly tweet the policy so I can refer to it at the airport.

[khaukeable @khaukeable]

@AmericanAir I appreciate that but I’m just curious why it took almost 2 days and multiple tweets for you to supply that number and mention the medical team.

[khaukeable @khaukeable]

@AmericanAir So I was told I would be contacted within 24 hours and I wasn’t and now you’re telling me I should call them instead? And you are still not willing to just publicly state the policy for disabled passengers who cannot wear masks and who qualify under the 504 Act? #section504

[khaukeable @khaukeable]

@AmericanAir you told me more than 24 hrs ago that it would be w/in 24 hrs. I’m confused as to why you’re not willing to publicly post it to help all. I just want everyone on your team to be on the same page and not contradict the website

[khaukeable @khaukeable]

@AmericanAir I would like to ask for a 3rd time that you publicly declare the no mask policy for qualifying disabled so that I can compare it with what I am told on the phone. #toomanycontradictions #desperatelytryingtofollowyourpolicies

[khaukeable @khaukeable]

@AmericanAir you promised your “special services” dptmt would contact me within 24 hrs. Need to go home to LA w/ my son with autism-No call b4 they closed again -pls publicly clarify your mask policy for qualifying disabled. #tryingtocomply

[khaukeable @khaukeable]

@AmericanAir But you said within 24 hours. The department with limited hours for the disabled won’t be open again before that window is up.

[khaukeable @khaukeable]

@caseyabessette @AmericanAir 🙏🏼

[khaukeable @khaukeable]

@Lauraonthecoast @AmericanAir Awesome, I assume you are non-disabled.

[khaukeable @khaukeable]

@AmericanAir asked me to send them a DM with the information about my difficulty getting a straight answer regarding how to get an exemption from the mask policy for my son with autism. Their special services department is closed but will contact me within 24 hrs. More soon.

[khaukeable @khaukeable]

@megan_mrholland Oh my gosh I am so sorry that everyone is dealing with this. I hope you all get resolutions and comfort soon.🙏🏼

[khaukeable @khaukeable]

@AmericanAir in tears once again trying to travel with a customer with a disability (autism). Cannot get any 2 employees to give me the same response while trying to get a mask exemption for my son. Non-disabled customers can get service 24/7. Disabled customers get limited hrs.

[khaukeable @khaukeable]

@AmericanAir can you please publicly state your mask policy for me? I have a son with severe autism and I’m trying to fly back home but your customer service agent JACKIE informed me that there are no exceptions and then transferred me to unrelated department who couldn’t help.

[khaukeable @khaukeable]

#americanairlines ONCE AGAIN HORRIBLE SERVICE FOR THE DISABLED. Always understaffed and unable to provide wheelchair service as described by their own policies. Now trying to get a mask exemption for son with severe autism and told by customer service agent JACKIE not possible.