Couple claims Southwest Airlines lost, damaged man’s dialysis machine

PHOENIX — Sheila and her husband Vernon planned to spend a week fishing in Arkansas. It was one of the few hobbies her husband can still do after becoming reliant on a dialysis machine.

However, Sheila said the relaxation she was hoping for was dashed before she even left Phoenix’s airport.

“The stewardess looked at us, and she said, that’s not coming on board. And I just — my heart dropped,” said Sheila.

Despite calling ahead and being reassured by Southwest Airlines lost and found office that medical equipment would be allowed to travel onboard with them — even pleading their case to the crew — they were told the bag carrying Vernon’s dialysis machine would have to go in the plane’s cargo hold.

“I said, ‘ma’am, this is his dialysis machine…like his life depends on it,'” she said. “I about cry talking about it.”

She said they were promised they would have the machine returned to them on their layover in Dallas, Texas, but it wasn’t.

Instead, they were told it would be at their final destination.

“I just had a bad feeling,” said Sheila. “When we get to Arkansas our luggage was there, the case wasn’t there.”

While the airline found the bag the next day, Sheila said the supplies and the machine were damaged and Vernon wouldn’t be able to use the machine, a life-saving medical device, during their six-day trip.

“He couldn’t walk by the time we got back. He was so swollen…short [of] breath,” said Sheila. “He wouldn’t go to the hospital, and I don’t blame him; I mean there’s not a lot they can do but dialyze him, but we just wanted to come home.”

On the way home, Sheila said, Southwest offered her vouchers for future flights and checked the now-damaged machine in as a cello, a musical instrument, ensuring it went on board.

“I don’t think they, you know, done anything to say hey, we’re really sorry,” said Sheila.

ABC15 reached out to Southwest Airlines for comment.

A spokesperson said in some cases, dialysis machines “exceed carry-on bag dimensions.” However, if the device can fit in an approved stowage location — under the seat, an overhead bin, or the wheelchair closet — it can be carried on board.

However, it should be noted, that wheelchairs have priority use of the wheelchair closet, the spokesperson said.

The airline said it would reach out to Sheila and her husband. At the time of publication, Sheila said that had not happened
yet.

She also said the refunds for their tickets, which were apparently promised to them at the airport, hadn’t been processed yet either.

You can view Southwest’s policies when it comes to traveling with medical equipment,