Ruth Haines
Many airports and airlines offer special assistance to passengers with disabilities, medical requirements, or reduced mobility. This can include guide assistance for individuals with visual or hearing impairments, or wheelchair assistance for those with mobility impairments. Some airlines also offer special assistance to the elderly, which may include assistance at the airport, more comfortable seating, and adjusted meals to fit dietary requirements. To receive special assistance, passengers must self-identify as needing assistance and may be required to provide knowledge of their medical condition.
| Characteristics | Values |
|---|---|
| Who is it for? | People with disabilities, medical requirements, service animals, or pregnancy. Also, the elderly and people with reduced mobility. |
| What does it include? | Guide assistance for individuals who are blind, wheelchair assistance, help with check-in, reaching the gate, carry-on luggage, moving within the aircraft, etc. |
| When to request it? | In advance, when booking or managing your trip, or on the day of travel. |
| How to request it? | Online, on the airline's app, or in person at the airport. |
| Is it free? | Usually, yes. |
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What You'll Learn
Wheelchair assistance
When you arrive at the airport, head to your airline's check-in desk and inform the representative that you need wheelchair assistance. They will arrange for a wheelchair and staff to escort you through the airport. If you have not pre-booked assistance, you can visit a dedicated help desk or special assistance desk located near the check-in counters to request assistance. Airport personnel are trained to provide support and can guide you through the screening process.
Airlines are required to provide assistance to passengers with disabilities as they navigate through different portions of the airport. This includes assisting you from the terminal entrance or vehicle drop-off point to the gate location, including the security checkpoint, and onto the aircraft to your seat. If you need assistance with getting off the aircraft, please note that airlines generally provide this assistance after all other passengers have deplaned. Your wheelchair will be returned to you at the gate once you reach your destination.
If you have a connecting flight, the airline will also assist you from your aircraft seat to the gate location of your connecting flight. If you need to use the bathroom during your journey, airline personnel are required to escort you to the service animal relief area upon request. However, they are only required to stop if the bathroom is on the way to your destination and the stop can be made without an unreasonable delay.
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Guide assistance for visually impaired people
When it comes to air travel, people with visual impairments can benefit from a range of assistance services offered by airlines and airports. Here is a comprehensive guide detailing the assistance available for visually impaired individuals at airports.
Requesting Assistance:
It is essential to self-identify as a passenger with a visual impairment who requires assistance when you arrive at the airport. Even if you have noted your need for assistance during reservation, informing airline staff at the airport is crucial. This way, they can promptly provide the necessary support. You can also request assistance when booking your trip or managing it online or through a mobile application.
Types of Assistance:
The type of assistance provided will depend on the individual's needs and preferences. Some common forms of assistance for visually impaired travellers include:
- Escort assistance: Airline personnel can provide guidance and assistance from the terminal entrance or vehicle drop-off point to various areas within the airport, including gates, ticketing counters, baggage claim, and security checkpoints.
- Audible flight information: Many airports offer audible flight announcements and safety briefings to ensure that visually impaired travellers can receive important updates.
- Large print signage: Some airports, like Chicago O'Hare's Terminal 3, use large print with visual contrast for gate numbers, making them easier to read for individuals with low vision.
- Service animal relief areas: Airlines are required to escort service animals and their owners to designated relief areas upon request.
- Wheelchair assistance: Airlines offer wheelchair assistance for individuals with mobility impairments, helping them navigate through the airport and board the aircraft.
- Carry-on luggage assistance: Airline staff will assist passengers with carrying their carry-on luggage if they are unable to do so due to their disability.
Additional Considerations:
It is important to be aware of your rights as an air traveller with a visual impairment. The Air Carrier Access Act (ACAA) prohibits discrimination against individuals with disabilities and ensures their right to receive appropriate accommodations. If you believe your rights have been violated, you can speak to a Complaints Resolution Official (CRO), who is the airline's expert on disability accommodation issues. Additionally, consider researching and familiarizing yourself with the airports you will be travelling through to better understand the available accommodations and plan your journey accordingly.
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Special assistance for elderly people
Many airports and airlines offer special assistance for elderly passengers to ensure they can travel safely and comfortably. Here are some important things to keep in mind when requesting special assistance for elderly individuals at the airport:
Before the Flight
It is recommended to contact both the airport and airline in advance to secure any special assistance required. When booking, indicate whether wheelchair assistance or guided assistance is needed. If you have a battery-powered wheelchair, it is advised to arrive at the airport one hour before the standard check-in time. It is also important to confirm accessibility needs with all airlines involved in your journey, especially if there are any connecting flights.
At the Airport
Upon arrival at the airport, it is crucial to self-identify as a passenger requiring assistance to the airline staff. This can be done by informing a ticket agent or a team member about any specific needs, such as wheelchair assistance, hearing or vision limitations, or the presence of a service animal. Even if no airport assistance is required, it is beneficial to inform staff about any hearing or vision impairments to ensure the receipt of important updates and briefings.
During the Flight
For passengers with medical requirements, service animals, or those who are pregnant, special assistance coordinators can help make necessary arrangements. Additionally, if constant care is needed or safety instructions cannot be followed, travelling with a safety assistant may be required. This assistant could be a flight nurse who can manage medications and handle any medical issues that may arise.
After the Flight
When arriving at the destination, passengers who used their wheelchairs until they reached the gate will have them returned at the gate once they deplane. Airlines generally provide wheelchair assistance after all other passengers have deplaned.
By offering these special assistance services, airports and airlines aim to provide elderly individuals with a safe, comfortable, and accommodating travel experience.
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Support for those with service animals
When travelling with a service animal, it is important to be aware of the specific requirements and restrictions that are in place. While service animals are generally permitted to accompany their owners, there are certain procedures that must be followed.
Firstly, it is recommended that individuals travelling with a service animal submit the necessary documentation to the relevant authorities prior to their travel date. The U.S. Department of Transportation (DOT) Service Animal Air Transportation Form is required for all service animals and should be submitted at least 48 hours before the flight. This form verifies the health, training, and behaviour of the service animal. Some airlines, like American Airlines, allow this form to be presented at the airport on the day of travel, but it is best to submit it in advance to avoid any delays. Additionally, some airlines may require additional documentation, such as an ID card or valid certificate from the organisation that trained or supplied the animal. It is important to contact the airline beforehand to confirm their specific requirements.
Secondly, service animals must meet certain behavioural standards and adhere to specific guidelines during the flight. They must be harnessed, leashed, or tethered at all times and must not display aggressive or inappropriate behaviour. Service animals are typically allowed to sit in the space under the seat in front of their owner or on their owner's lap, provided it can be done safely without encroaching on other passengers' spaces. Additionally, service animals must not block spaces that need to remain unobstructed for safety reasons, such as aisles or emergency exits.
It is worth noting that emotional support animals are not always recognised as service animals by airlines. In such cases, they may be required to meet different requirements and may be subject to additional fees. It is important to clarify the airline's policies regarding emotional support animals before travelling.
To ensure a smooth travel experience, individuals with service animals can seek assistance from airport professionals. All airports in the U.S. are required to provide relief areas for service animals, and airport agents can help locate these areas. Additionally, individuals can request assistance with boarding and deplaning, and escorts through security are also available if needed. If individuals believe their rights under the Air Carrier Access Act are being violated, they can ask to speak with a Complaints Resolution Official (CRO), who is the airline's expert on disability accommodation issues.
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Help for those with hearing difficulties
For those with hearing difficulties, air travel can be challenging, from airport announcements to in-flight communications. However, with the right preparation, a smooth journey is possible. Here is some advice to help you navigate your way through the airport:
Firstly, it is important to make your hearing loss known if you require accommodations. Although you are never required to disclose your disability, if you would like special assistance, it is advisable to self-identify as having hearing loss. You can do this when booking your flight, and you can also inform the airline at each stage of your journey or whenever you need assistance.
Many airports have now introduced the Sunflower Initiative, where passengers with invisible disabilities can request a sunflower lanyard, discreetly informing staff that they may need extra support, patience, or time. Check the airport's website or contact them before travelling to see if they support this initiative.
If you use hearing aids, you do not need to remove them during security checks. Keep them on to help you hear announcements clearly, but do inform TSA agents of your device to avoid unnecessary screenings. Many airports have induction loop systems, which transmit electromagnetic signals directly to hearing aids set to the "telecoil" or "T" setting, improving sound clarity. Check if your hearing aid has telecoils and switch to this setting if compatible.
You can also request assistance with check-in, boarding, deplaning, and flight connections. Airlines can provide early boarding, safety briefings, and assistance during emergencies. If you need help hearing important flight information, inform a gate agent or flight attendant, who can provide updates and briefings.
Additionally, consider the following tips:
- Use noise-cancelling headphones to enhance sound clarity and reduce background noise.
- Carry a notebook for alternative communication methods.
- Consult your audiologist before your trip to ensure your devices are functioning properly.
- Request a hearing-accessible hotel room with visual alert systems, TTY phones, and closed-captioned TVs.
With these preparations, you can ensure a comfortable and enjoyable journey.
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Frequently asked questions
Airports and airlines provide special assistance to passengers with disabilities, medical requirements, service animals, or pregnancy. This includes guide assistance for individuals with visual or hearing impairments, wheelchair assistance, and help with the check-in process, boarding, deplaning, and baggage collection. Some airlines also offer special assistance to the elderly, which includes assistance at the airport and the possibility of choosing a more comfortable seat and adjusting meals to the passenger's diet.
To receive assistance, you must self-identify as a passenger with a disability or special need. You can request assistance in advance when booking your trip or managing your trip online or through the airline's app. You can also inform a team member at the airport about your needs on the day of travel.
Special assistance at the airport is typically provided free of charge. However, some airports, such as Indira Gandhi International Airport, offer additional services, such as motorized wheelchair assistance, on a chargeable basis.
If you believe your rights are being violated, you can ask to speak with a Complaints Resolution Official (CRO). A CRO is the airline's expert on disability accommodation issues, and airlines are required to make one available to you at no cost.
