A disabled flyer says she was left alone on a jet bridge after her United Airlines plane closed its doors: ‘I am internationally stuck’

A disabled traveler says she was left waiting on a jet bridge after a United Airlines flight. Birdie, who posts on TikTok, shared a shaky video of the incident and tagged the airline.

The creator says the aircraft door had already closed, but the wheelchair assistance she expected had not arrived. On-screen text reads, “United locked me in the jet bridge, alone for 30 minutes waiting for a wheelchair.”

She sounds shaken as she begins recording. “I don’t think you’re gonna believe this because I’m shaking cause I’m not believing it,” she says. The clip does not show the full wait or what happened before the recording began.

Birdie warns other disabled travelers

She also has a warning for other disabled United passengers. “You will need to make sure your reservation has your wheelchair all the way through.”

Birdie then explains why she is so distressed. “I am internationally stuck on the jet bridge with the plane closed all by myself, nowhere to sit, just waiting, hoping that they will bring somebody to come rescue me,” she says. She ends with a message for the airline. “Do better, United. Come on.”

A report from BoardingArea provides more details about the incident. The report says the incident happened in Vancouver, Canada, after an international flight from the United States. Birdie believed her reservation included wheelchair assistance, but says a gate agent told her the request wasn’t listed. A flight attendant had told her a wheelchair was on its way. 

Birdie later estimated that she waited about an hour from leaving the aircraft to receiving assistance, according to BoardingArea. Roughly 20 to 30 minutes of that was reportedly spent alone on the jet bridge. Someone eventually brought a wheelchair and helped her through customs. In a separate case, a disabled passenger in Florida said his own wheelchair was taken at the gate, leaving him to use an airport wheelchair instead.

United told BoardingArea that its Vancouver team responded after learning Birdie needed assistance. The airline said an agent checked on her while she waited for someone to escort her through the airport, which differs from Birdie’s account of being left alone. United also said it had contacted her to discuss the experience.

The video drew strong reactions from viewers. One person wrote, “Crew CANNOT leave you there.” Another commenter imagined what could have happened if the jet bridge had been moved, writing, “That’s insane, imagine if they started to pull the bridge in.” A third, who says they are an ex airport worker, wrote, “I would file a DOT complaint and talk to United!!” 

The report also points to U.S. Department of Transportation rules. They require airlines to give requested help when passengers with disabilities board or leave a plane, and to do so promptly. BoardingArea notes that these requirements also apply to U.S. carriers operating international flights. Other disabled travelers have also reported difficulties getting the assistance they need when flying.

The report does not say whether United’s outreach resolved Birdie’s concerns. She has not publicly confirmed whether the matter has been settled.