Business ProfileforKorean Air

Korean Air ticket sold operated by Delta Air denied elderly 72 years old passenger on wheelchair service due to the flight was full offer no assistant to passenger plus airlines representatives were rude and ignore helpless passenger and her interpreter on the phone. Original Korean (KE) Booking Ref - ******** (6K4IP5)? $822 Ticket Number - *************?******** (***) ************) ************ (***) **************** (***-*******)VO/THIANH MS *** mother 72 years of age on wheelchair service transit at ******* for connecting flight on KE/DEL departed from ******* to ************.Booking wheelchair service all routes on her original Korean air booking; as she cant walk long distance due to arthristis, heart issues, high blood pressure with minimum English speaking.When ****** landed at *******, nobody took care wheelchair. She was so nervous and afraid of missing connecting flight. Therefore, she tried to make her way to Delta counter with *************** staff support (We appreciate and would like to thank you to a ******* staff who guided her on the way to check-in counter). She was then bounced back and forth between Korean Air and Delta Air until they finally refused her due to the flight was full and shes late. Shes a transit passenger with checked through bags to final destination; so I dont think it took that long time to accept her on board if airlines agents really wanted to. The flight was full was not her fault. But they gave her hard time then blamed her for all the delays. She was totally confused of the refusal at that point, as it was still more than 30mins until departing time, thus she asked for a ********** interpreter. Around 9:59am, a ********** lady still confirmed that the airplane was full and refused her boarding. She called me at 10:10am to tell me she still in *******; couldnt get on board after a long time struggling but failure. Flight time at 10:20am and they left her there by herself helpless, anxiety, didnt know what was going on and what to do. .*** sister was on the phone with my mom as interpretor and I was on the opertator lines from ******* to Korean Air then ****** ****** to seek for help. 1.First big frustration came from the way a flight manager told my sister that he only make sure she can flight to her final destination. Thats all. She was late for her flight, he continued you can talk to Korean air if you want. Im not spending any more time talking to you on the phone. I am wondering if that manager understood that a well-knowledge and healthy passenger would not need a wheelchair assistance?! He should go back to training center for wheelchair and special passenger handling procedure and stop blaming elderly wheelchair passenger for the delay. He then said he already printed ticket for her, but my mom had nothing but her original Korean ticket on hand. Without a helper, she wouldnt understand whatever they gave her in English. ******* is an international hub airport, therefore airlines agents stop expecting all passengers speak English. They should be helpful to listen to remote interpreter on the phone to understand the need of passenger in front of them. Being a flight manager but he brutally responded to my sister as an interpreter for my mother who was in panic distress of missing flight, its unacceptable.2.Then my mom had to ran around to find another agent; so that my sister could help to ask for printing the new Deltas booking for 11.30.2023.That agent was annoyed as if they were bugs on her back with the answer No, I dont want to talk to anyone on the phone. We were helpless*** sister had to type a message, sent to my mom, told her to show that message to any agent at counter for helping with new ticket printing so that we ensured my mom could go home on 11.30.2023. My mom sat at Delta counters area 20hrs overnight before next 20 hours flights and kept telling us forget all about what happened; as long as she could get on board to go home tomorrow, everything would be ok. Shes sleepless, so were we.Of course, wouldnt have this complaint if there werent another awful thing happened again at 5:55am this morning 11.30.2023 at gate A4, and its the last straw.3*** mom was brought to gate A4 around 5:32am. Shes didnt see her Delta flight number. She started to worried of missing flight again. I told her its too early for the flight number to show at boarding gate. Ill send a message for her so that she could show airport agent for helping boarding gate check. While we were on the phone, she found 1 agent standing at gate A4; and she hand out her phone over so that we could get quick answer for DL0197 boarding gate. Before I could say any word, I heard a voice No, no, I dont walk to talk to anyone on the phone then my mom told me the agent already walked away. ..We begged for information and hotel accomodations so that my mother didnt have to sit 24 hours overnight alone on the hard chair waiting and griefing. She couldnt understand why they ignored and avoided her; and treated her badly as if shes a leper. Passengers with good air travel knowledge understand their rights and get good services. If the flight is full due to airlines overbooking sales, lots of options are offered such as: credit vouchers to volunteer give up seats before flight; upgrade to First/business class or hotel plus food vouchers while waiting for connecting flight, etc but none was offered to my mother.She was offloaded after her first flight during her long-haul multiple flights trip. Shes not only did not get any help but also was ignored; shes even not worth for any airline agent to look at.Delta agent on operator line advised me to book hotel for my mother then send them to reimburse with Korean air. But my mother already was afraid of getting lost inside the airport, therefore she dared not to go anywhere far from ************** counters.If I booked hotel online and told her to get out of the airport, into the cold weather and get shuttle bus to hotel and back, she would be lost in the midst of *******. Thank you for taking the time to read to the end of this long complaint and help to forward to related departments.Sincerely,*******************