Roberta Aguirre
Airports can be challenging for individuals with mobility issues. Most airports, however, offer wheelchair assistance to ensure that people with disabilities or limited mobility can travel comfortably and safely. Airlines are required to provide assistance to passengers with disabilities as they navigate through different portions of the airport, including assisting them from the terminal entrance to the gate location and onto the aircraft to their seat. This assistance can be requested when booking a flight or upon arrival at the airport.
| Characteristics | Values |
|---|---|
| Who can request a wheelchair? | Individuals with mobility issues, disabilities, or injuries. |
| When to request a wheelchair? | When booking your flight or managing your trip, or at least 48 hours before your trip. |
| Where to request a wheelchair? | On the airline's website or app, by calling customer service, or at the airport. |
| How to request a wheelchair? | Select "Add special assistance" or inform a team member at the airport about your needs. |
| What to do if you have a wheelchair or mobility device? | Check with the airline about size restrictions and storage options. |
| What assistance is provided? | Help from the entrance or curbside area to the gate, including security and boarding. |
| What if you need assistance during a connection? | Confirm your request for accessible services before traveling, and a trained Complaint Resolution Official (CRO) is available to help resolve issues. |
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What You'll Learn
Requesting wheelchair assistance in advance
Before Booking
If you are unable to walk long distances or have mobility issues, it is advisable to choose an airline and airport that offer wheelchair assistance. Some airlines and airports may have better accessibility features and services than others. It is worth researching their websites or contacting their customer service teams to understand their offerings.
At the Booking Stage
When booking your flight, request a wheelchair or select the 'add special assistance' option. Specify if you will require a wheelchair or cart as soon as you arrive at the airport, as well as whether you will need it on the aircraft. Most airlines ask that you make these requests at least 48 hours in advance.
After Booking
Confirm your accessibility needs with all airlines involved in your journey, especially if you have a connecting flight. If you travel with a battery-powered wheelchair, you must arrive at the airport 1 hour prior to the normal check-in time.
On the Day of Travel
Arrive at the airport as early as possible, at least two hours before your flight, to allow time for check-in, security, and boarding. When you arrive, 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.
During Your Time at the Airport
Be alert for gate and flight time changes and notify airline personnel of your need to move to a different gate, if necessary. If you need assistance at any point during your time at the airport, notify the nearest airline staff member and they will be able to help.
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What to do if you forget to request assistance
If you have forgotten to request wheelchair assistance before arriving at the airport, don't worry—there are still ways to ensure you receive the help you need. Here is what you can do:
Contact the Airline
If you remember before arriving at the airport, you can call the airline's customer service line and inform them about your assistance needs. They will be able to add the request to your flight details. Many airlines also have a specific special assistance form on their website, which you can use to request wheelchair assistance.
Request Assistance at the Airport
If you arrive at the airport without having arranged for wheelchair assistance, you can still request help on-site. Most airports have dedicated help desks or special assistance desks located near the check-in counters. Visit these desks to request assistance. Alternatively, you can inform an airline representative at the check-in desk that you need wheelchair assistance. They will arrange for a wheelchair and staff to escort you through the airport.
Notify TSA Officers
If you have not arranged for assistance before reaching security, you should notify a TSA officer. They can help you arrange assistance. TSA officers are trained to provide support and guide you through the screening process.
Self-Identify as a Passenger with a Disability
When requesting assistance, it is important to self-identify as a passenger with a disability who needs assistance. Airlines are required to provide assistance in a timely fashion after you self-identify as an individual who needs help. This can include guiding you from the terminal entrance to the gate location, through security, and onto the aircraft to your seat.
Remember, it is beneficial to request wheelchair assistance in advance to ensure a smooth travel experience. However, if you forget to do so, the above steps can help you obtain the necessary assistance at the airport.
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Checking in your own wheelchair
If you are travelling with your own wheelchair, it is important to arrive at the airport early to allow time for checking in your wheelchair, going through security, and boarding the plane. Most sources recommend arriving at the airport at least two hours before your flight's scheduled departure time. If you are travelling with a battery-powered wheelchair, you may be required to arrive one hour prior to the standard check-in time.
When you arrive at the airport, make your way to the check-in desk and inform the airline representative that you need to check in your wheelchair. They will assist you in the process and ensure that your wheelchair is properly handled. It is important to note that you may need to be available for boarding the aircraft at least 30 minutes before departure if you are travelling with a non-electric or non-battery-powered wheelchair, and 45 minutes before departure for electric or battery-powered wheelchairs.
When checking in your own wheelchair, you may be asked to provide information about the type of wheelchair you have and any special requirements for handling or storage. It is recommended to familiarise yourself with the airline's policies for checking in wheelchairs and mobility devices before your travel date. Some airlines may have specific procedures or requirements for battery-powered wheelchairs, so it is always best to check with your airline beforehand.
Additionally, if you require any assistance during your time at the airport, don't hesitate to inform the airline staff. They are trained to provide support and can guide you through the security screening process and ensure that you comfortably board your flight. This assistance may include helping you navigate through the terminal, assisting with security procedures, and providing guidance in crowded spaces.
By allowing for ample time and communicating your needs, checking in your own wheelchair at the airport can be a smooth and stress-free experience. Remember to be mindful of any specific requirements or policies of the airline and airport you are travelling through, and don't hesitate to seek assistance if needed.
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Assistance through security
If you require a wheelchair at the airport, you should request this in advance by selecting 'Add special assistance' when booking or managing your trip online or via an app. Alternatively, you can inform a team member at the airport about your wheelchair needs on the day of travel. It is recommended that you request wheelchair assistance as far in advance as possible, with most airlines asking that you make your request at least 48 hours before your flight.
If you have your own electric or battery-powered wheelchair, you must arrive at the airport 1 hour prior to the normal check-in time. You must also be available to board the aircraft at least 45 minutes before departure. If you have a non-electric or non-battery-powered wheelchair, you must be available to board 30 minutes before departure.
When you arrive at the airport, head to your airline's check-in desk and inform the airline representative that you need wheelchair assistance. They will arrange for a wheelchair and staff to escort you through the airport, including through security. If you have not arranged for assistance before reaching security, you should notify a TSA officer, who will provide assistance.
During the security process, wheelchair users may need to go through a slightly modified screening process. Security personnel will provide assistance, but you may be asked to undergo a pat-down or other screening. Staff members will also assist with any necessary screening of mobility devices or medical equipment.
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Boarding the plane
If you require a wheelchair at the airport, it is recommended that you request one in advance. This can be done by selecting 'Add special assistance' when booking your trip online or via an app. Alternatively, you can call the airline's customer service line and inform them of your assistance needs. Some airlines may require you to share your mobility needs at least 48 hours before your trip so that they can offer you the best possible service. If you have a battery-powered wheelchair, you may need to arrive at the airport one hour prior to the normal check-in time.
If you did not pre-arrange wheelchair assistance, you can still request it on the day of your travel. Most airports have dedicated help desks or special assistance desks located near the check-in counters, where you can request assistance. You can also inform an airline representative at the check-in desk that you need wheelchair assistance, and they will arrange for a wheelchair and staff to escort you through the airport. If you have not arranged for assistance before reaching security, you can notify a TSA officer, who will help you arrange assistance.
When you arrive at the airport, it is important that you self-identify as a passenger with a disability needing assistance. Even if you have noted your need for assistance in your reservation, the airline will not know that you are the person who requested it unless you self-identify. If you have a non-battery-operated wheelchair or mobility device that meets the size restrictions for the approved storage space on the aircraft, you may be able to stow your collapsible device on your flight. However, it is important to confirm this with a gate agent before boarding. If your device must be checked at the gate, it will be returned to you at your destination or connecting airport.
If you require early boarding or any other form of assistance when boarding the plane, you should request this from a gate agent. You can also request a seat belt extension if needed. If you have vision or hearing limitations, it is important to inform a team member so that you can receive a safety briefing and important flight updates.
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Frequently asked questions
You can request a wheelchair when making your reservation, by selecting 'Add special assistance' or by calling the airline's customer service line. Some airlines and airports also have a specific special assistance form on their website. If you have not pre-booked, you can request assistance at a dedicated help desk or from an airline representative at the check-in desk.
No, you do not need to bring your own wheelchair. However, if you do, you may be able to store it on board if it is non-battery-powered and manually collapsible. Alternatively, you can check it at the gate and it will be returned to you at your destination or connecting airport.
Airport personnel are trained to provide support and guide you through the screening process. You can also request early boarding, a seatbelt extension, or assistance with checking in or reaching your gate.
