Jazmin Li
If you need to check in a wheelchair at the airport, you should be aware that airlines are required to provide assistance to passengers with disabilities. This includes helping you from the terminal entrance to the gate location, through security, and onto the aircraft to your seat. When you arrive at the airport, inform staff that you are the person who requested assistance and require a wheelchair. You may also need to provide information about your wheelchair, such as its size, weight, and battery type, to ensure it can be safely transported. If you have a battery-powered wheelchair, you will need to arrive at the airport earlier than the usual check-in time. Most battery-powered wheelchairs are stowed in the cargo hold, while manual wheelchairs may be allowed in the cabin if they meet size restrictions.
| Characteristics | Values |
|---|---|
| Wheelchair assistance availability | Yes, airlines are required to provide free wheelchair assistance to passengers with disabilities. |
| Advance request | It is recommended to request wheelchair assistance in advance when booking your flight or managing your trip online or through the airline's app. |
| Self-identification | Passengers must self-identify as needing assistance to airline staff at the airport. |
| Arrival time | Passengers with battery-powered wheelchairs must arrive at the airport 1 hour prior to the normal check-in time. |
| Check-in | Passengers can check in online, at a kiosk, or at the check-in desk, and then proceed to the gate. |
| Wheelchair type | Airlines are required to transport at least one manual wheelchair on aircraft with 100 or more seats. Battery-powered wheelchairs are typically transported in the cargo portion of the aircraft. |
| Wheelchair handling | Passengers should share information about their wheelchair, such as size, weight, and battery type, and provide assembly and disassembly instructions if needed. |
| Return | Airlines are required to return wheelchairs to passengers as closely as possible to the aircraft door upon arrival. |
| Compensation | On domestic flights, US carriers must fully compensate passengers for loss or damage to wheelchairs or other assistive devices. On international flights, the Montreal Convention provisions control payments. |
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What You'll Learn
Requesting wheelchair assistance in advance
When booking your flight, it is recommended that you request wheelchair assistance in advance. This can be done by selecting 'Add special assistance' when booking or managing your trip online or on an airline's app. Alternatively, you can submit a request by calling the airline. If you are travelling with a battery-powered wheelchair, you must arrive at the airport 1 hour prior to the normal check-in time.
When you arrive at the airport, it is important that you self-identify as a passenger with a disability who needs assistance. Although the airline may have noted in your reservation that you need assistance, they will not know that you are the person who requested it unless you self-identify. If you are travelling with a personal wheelchair or scooter, you may be asked to complete a Mobility Device Handling Form, which will be attached to your device.
In situations where there is uncertainty about the access needs of a passenger, a carrier may ask the passenger for credible verbal assurance that the service is required and how it assists with their disability. This inquiry must not be focused on the nature of the passenger's disability. For example, a carrier may ask, "How does the requested wheelchair service assist with your disability?" If the passenger does not have a disability, the carrier may refuse to provide the wheelchair service.
If you did not book an extra seat in advance, ask an airport agent to check if two adjacent seats are available. If they cannot accommodate your needs on the original flight, you can buy seats on a different flight at the same price. You can also request early boarding if you need extra time or assistance with boarding.
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Arriving early for check-in
If you are planning to check in a wheelchair at the airport, it is important to arrive early. This is because checking in a wheelchair can take longer than the standard check-in process, and you may need to complete additional steps. It is recommended that you arrive at the airport at least two hours before your flight is scheduled to depart and be at the gate at least one hour before departure.
Firstly, if you have a battery-powered wheelchair, you must arrive at the airport one hour before the normal check-in time. This is because battery-powered wheelchairs are typically stowed in the cargo portion of the aircraft, and the airline will need to ensure that your wheelchair is safely and properly handled. It is important to share information about your wheelchair, such as its size, weight, and battery type, with the airline in advance. Some airlines have wheelchair information request forms on their websites that can be completed before travel.
Secondly, if you require assistance at the airport, it is important to self-identify as a passenger with a disability who needs assistance. You can do this by informing a team member at the airport about your wheelchair needs on the day of travel, or by requesting wheelchair assistance in advance when booking your trip. This will ensure that the airline is prepared to provide you with the assistance you need to navigate through the airport, including helping you from the terminal entrance to the gate location, through security, and onto the aircraft to your seat.
Thirdly, 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 it on board. However, you should still arrive early to confirm with a gate agent whether your device can be stowed or needs to be checked. If your device can be stowed, the airline must confirm that it can be done so without accidental in-flight activation. If not, they may need to disconnect the battery post connectors and tape each connector to prevent electrical shorts during travel.
Finally, if you are travelling with a wheelchair, it is important to be alert to any gate and flight time changes. This will ensure that you can notify airline personnel of any assistance you may need, such as moving to a different gate or requesting early boarding. By arriving early for check-in, you will have ample time to complete the necessary steps and ensure that your wheelchair is properly handled and stored, allowing for a smoother travel experience.
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Self-identifying as a passenger with a disability
When travelling with a wheelchair, it is important to self-identify as a passenger with a disability. This can be done when booking your flight or on the day of travel. Many airlines, such as American Airlines, offer the option to 'Add special assistance' when booking your trip online or via their app. Alternatively, you can inform a team member at the airport about your wheelchair needs on the day of travel.
Although the airline may have noted in your reservation that you need assistance, they will not know that you are the person who requested it unless you self-identify. This can be done by notifying a member of airline staff at the airport that you are the passenger with a disability who requested assistance. It is important to arrive at the airport early to allow time for checking any baggage, going through security screening, and boarding the plane. If you are travelling with a battery-powered wheelchair, you must arrive at the airport one hour prior to the normal check-in time.
When you self-identify as a passenger with a disability, the airline is required to promptly provide the requested assistance. This may include guide assistance for those with visual impairments or wheelchair assistance for those with mobility impairments. Airlines are required to provide assistance to passengers with disabilities as they navigate through different areas of the airport, including from the terminal entrance to the gate location, through security, and onto the aircraft to your seat.
In situations where there is uncertainty about the access needs of a passenger, airline staff may ask the passenger for credible verbal assurance that the requested assistance is required and how it assists with their disability. For example, they may ask, "How does the requested wheelchair service assist with your disability?" This inquiry must not focus on the nature of the passenger's disability. Passengers without a disability who are found to be misusing the service may be refused wheelchair assistance.
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Providing wheelchair specifications
When travelling with a wheelchair, it is important to provide the airline with as much information as possible to ensure your device is handled safely and properly. This includes the device's size, weight, and battery type. Some airlines, like Delta Air Lines, may require you to measure the height and width of your chair at its smallest size (not expanded). Other airlines may have wheelchair information request forms on their websites, which can be completed before your travel.
If you are travelling with a battery-powered wheelchair, it is important to arrive at the airport at least one hour before the normal check-in time. It is also recommended to attach clear assembly and disassembly instructions to your wheelchair before arriving at the airport. This will assist airline personnel and contractors in case your wheelchair needs to be disassembled for transport. Some battery-operated devices may be stowed upright in the cargo hold of the aircraft, while others may need to be disassembled and checked before you fly. Therefore, it is important to check with the device manufacturer and an airline agent for specific instructions.
If your wheelchair is non-battery-powered and manually collapsible, you may be able to store it on board. However, it is important to confirm with a gate agent before boarding whether your device can be stowed or needs to be checked. Each airline may have different size restrictions for approved storage space on the aircraft. For example, Delta Air Lines generally does not allow devices to exceed measurements of 13" x 36" x 42", while other airlines may have different limits.
When providing specifications for your wheelchair, it is also important to consider any additional services or assistance you may require. For example, if you need assistance navigating through the airport, most airlines offer free wheelchair services to help you through security checkpoints and to your gate. This can be requested in advance when booking your flight or by calling the airline directly. Additionally, some airlines offer "meet and assist" services to help you get to your seat after checking your device at the gate.
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Picking up your wheelchair post-flight
When you arrive at your destination, your wheelchair must be returned to you in a timely manner as close as possible to the door of the aircraft, unless you ask to pick it up in baggage claim. Airlines are required to return wheelchairs to users as close as possible to the aircraft door if requested. If you would prefer to pick up your wheelchair at baggage claim, you must specify this request.
Upon receiving your wheelchair, do a quick inspection before you use it. If there is any damage, go immediately to the airline's customer service desk and file a claim. On domestic flights, US carriers must fully compensate passengers for loss or damage to wheelchairs or other assistive devices, without regard to rules limiting liability for lost or damaged baggage. On international flights, the Montreal Convention provisions control payments for items including assistive devices.
If you believe your rights have been violated and the airline employee you find at first is unable to help you, ask to speak with a Complaints Resolution Official (CRO). 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 of your connecting flight, if you have one.
If you have requested wheelchair assistance, an assistant will help you through security checkpoints, the terminal, and to the gate.
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Frequently asked questions
You can request wheelchair assistance in advance by selecting 'Add special assistance' when booking your trip. You can also inform a team member at the airport about your wheelchair needs on the day of travel.
Yes, it is recommended that you arrive at the airport at least two hours before your flight is scheduled to depart and be at the gate at least an hour before departure. If you have a battery-powered wheelchair, you must arrive at the airport one hour prior to the normal check-in time.
No, airlines are required to transport at least one manual wheelchair in aircraft with 100 or more seats. If your wheelchair does not fit in the cabin of the aircraft, airline personnel must stow it in the cargo portion free of charge.
If your wheelchair is non-battery powered and manually collapsible, you may be able to store it on board. However, you should ask a gate agent about this option on your day of travel.
Upon receiving your wheelchair, do a quick inspection before you use it. If there is any damage, go immediately to the airline's customer service desk and file a claim.
