Southwest Airlines has apologised after two blind passengers were unintentionally left behind during a rebooking mix-up that left them unaware of a flight change. The incident occurred on July 14, when Camille Tate and Sherri Brun were scheduled to travel from New Orleans to Orlando on Southwest Flight 2637. Originally delayed by five hours, the flight’s passengers were quietly rebooked onto an earlier departure from a nearby gate—except for Tate and Brun. The two friends, who are both blind, said they received no verbal notification of the change and could not access visual updates, leaving them stranded at the original gate.
When they eventually boarded their delayed flight, they discovered they were the only two passengers on board. Staff later informed them that all other ticketed travellers had been moved to the earlier flight. “You’re the only two people on this flight because they forgot about you,” Brun recalled being told. She expressed frustration at the lack of communication, saying airlines need to improve how they assist customers with disabilities. Tate echoed her sentiment, emphasising the need for better verbal updates and accessible notifications for visually impaired passengers.
According to Southwest, the majority of travellers from the delayed flight had been rebooked without issue, but Tate and Brun’s seats were never reassigned, and no staff member approached them with the updated information. “Nobody told us anything,” Brun said. “Nobody came to get us. The time passed.” Tate added, “That airplane took off, and our boarding pass had not been swiped.”
In response, Southwest issued a public apology and provided each woman with a $100 travel voucher. However, the airline did not grant a full refund because the passengers ultimately completed their trip. The statement stressed that the company is reviewing its accessibility procedures and remains committed to finding better ways to accommodate passengers with disabilities. Southwest added that it actively participates in industry discussions on improving travel experiences for all customers requiring special assistance.
