Ruth Haines
Yes, you can get transport help at the airport. Many airports and airlines provide special assistance for passengers with disabilities or reduced mobility. This can include wheelchair assistance, help with boarding and departing the plane, and aid with the baggage collection process and security procedures. Some airlines also offer special assistance to the elderly, which may include choosing a more comfortable seat and adjusting meals to the passenger's diet. It is recommended to contact the airline or airport at least 48 hours before your flight to request special assistance, although some airports require 72 hours' notice.
| Characteristics | Values |
|---|---|
| Who is transport help at the airport for? | People with disabilities, medical requirements, service animals or pregnancy. |
| How to request transport help at the airport? | Self-identify as a passenger with a disability needing assistance. Contact the carrier during the booking process or directly before the flight. |
| When to request transport help at the airport? | As early as possible. Some airlines require 72 hours before the flight, others 48 hours. |
| Where to request transport help at the airport? | Via phone or by filling a special form. |
| What information to provide when requesting transport help at the airport? | Medical condition, need for a wheelchair, seating needs, etc. |
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What You'll Learn
Wheelchair assistance
Upon arrival at the airport, you should inform airport personnel that you require wheelchair assistance. If your reservation was made properly, the airline check-in desk should have a wheelchair ready for you. Many airlines provide wheelchair assistants who can help you from the moment you arrive at the airport, guiding you through security checkpoints and the terminal to your gate. If your airport has skycaps at the departures curb, you can also request a wheelchair from them.
Once you reach the gate, your wheelchair will be taken from you, and if you cannot walk, you will be transported to your aircraft seat in an aisle chair. Airlines generally provide wheelchair assistance for getting off the aircraft after all other passengers have deplaned. Your wheelchair will be returned to you at the gate once you reach your destination.
It is important to note that if a passenger requests wheelchair assistance and the airline has reason to believe that the passenger is misusing the service, they may confirm the need for wheelchair service and deny providing it if the passenger does not have a disability.
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Special assistance for disabled passengers
For passengers with disabilities, many airlines offer special assistance to help navigate the airport and get on and off the plane. This includes guide assistance for individuals who are blind and wheelchair assistance for individuals with mobility impairments.
To receive special assistance, passengers must self-identify as disabled to airline staff at the airport and request the assistance they need. This can be done when booking or managing your trip online, via an airline app, or in person at the airport. It is recommended that passengers request special assistance in advance, and some airlines require at least 48 hours' notice. If you are bringing your own mobility device, such as an electric or battery-powered wheelchair, cart, or scooter, you may need to provide additional information, such as the device's measurements and battery type, and it must be checked in at least 45 minutes before departure.
Once requested, the airline is required to promptly provide the assistance needed. This includes assistance from the terminal entrance or vehicle drop-off point to the gate, through security checkpoints, and onto the aircraft to your seat. Airlines are also required to provide assistance with carry-on luggage if passengers are unable to carry it due to their disability. If you are travelling with a trained service animal, you may need to complete a form and submit it to the airline at least 48 hours in advance.
Some airlines offer courtesy carts to help passengers who are not using a wheelchair but need help getting to their gate. These carts are not available at all airports, and passengers cannot usually schedule a time to be picked up, but attendants will assist them onto the plane during pre-boarding.
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Transporting personal mobility devices
Before You Go
Notify your airline in advance that you will be travelling with a personal mobility device, such as a wheelchair, scooter, walker or cane. Provide details about the device, including its size, weight, and battery type (if applicable). Some airlines offer wheelchair information request forms on their websites, while others may require a phone call to their special assistance team. If you are travelling with a battery-operated device, check with the airline to ensure the battery type is approved for travel. Label your equipment clearly with your name, address, and phone number, and include the make, model, serial number, and any existing wear and tear. Attach safe-handling and disassembly instructions to your device, as it may need to be disassembled for transport.
At the Airport
Arrive at the airport with ample time before your flight. Two hours is generally recommended, with one hour as a minimum for checking in and boarding. If you require assistance navigating the airport, inform a team member at the check-in desk or gate. You can request a manual pat-down during security screening if you cannot walk through the detectors. You may also request a same-sex screener for this process. If you use a cane, it will go through the screening machines, and you may request to have it returned to you immediately after screening. If you are travelling with a service animal, inform the airline, and they will be required to escort you to the service animal relief area.
Boarding and Disembarking
You are entitled to stay in your own wheelchair until you reach the gate. If you require an escort to the gate, some airports offer this service. At the gate, your wheelchair will be taken from you, and if you cannot walk, you will be transported to your aircraft seat. You can request pre-boarding to ensure you have enough time to get settled, and flight attendants can assist with transfers between your seat and an onboard wheelchair. When you reach your destination, your mobility device will be returned to you at the gate.
Damage and Delays
Airlines are required to return your mobility device to you in the same condition it was received. Upon arrival, inspect your equipment to ensure it is in good working condition before leaving the airport. If you notice any damage, notify the gate agent or baggage service office immediately and file a report. If you are unable to report the damage right away, you can submit a claim online within seven days of receiving your device.
By following these guidelines and staying in communication with your airline, you can ensure that your personal mobility devices are transported safely and securely throughout your journey.
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Travelling with service animals
If you are travelling with a service animal, you may be entitled to additional assistance at the airport. This can include early boarding, wheelchair assistance, and help with checking in or reaching your gate.
Before Your Flight:
It is recommended that you submit the US Department of Transportation (DOT) Service Animal Air Transportation Form at least 48 hours before your flight. This form verifies your service animal's health, training, and behaviour. You can submit this form electronically to the Special Assistance Desk. You will be notified once your document has been approved, and you will be provided with a Service Animal ID (SVAN ID) which can be used for future travel.
At the Airport:
On the day of your travel, you can check in as usual without having to visit the check-in counter. However, it is recommended to have the necessary DOT form handy to expedite the process. If you require assistance with filling out forms, Delta agents are available to help.
During Your Flight:
Service animals are not allowed to occupy a seat and must remain with you at all times. They can be on your lap, in your foot space, or in a neighbouring foot space if you have purchased an additional ticket for your animal. Your service animal must be harnessed, leashed, or tethered at all times and should not cause any disruptions.
It is important to note that only dogs are accepted as service animals, and they must be fully trained to assist a person with a disability. Emotional support animals are not considered service animals and may be classified as pets.
When travelling with a service animal, it is always a good idea to arrive at the airport early and inform the relevant authorities of any specific needs or requests.
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Pregnant passengers
Some airlines require a pregnancy form or an official letter, completed and stamped by a doctor or midwife, after the 28th week of pregnancy. This covers the entire journey, provided no medical care is required during the trip. It is also recommended that pregnant passengers wear easy slip-on shoes and comfortable socks to alleviate any shoe-related struggles.
Passengers requiring therapeutic oxygen must book this in advance, and it is important to note that this is only available in-flight. The Passenger Medical Clearance Unit can advise on availability prior to booking. Medical forms should be sent to the team at least seven days prior to departure.
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Frequently asked questions
If you have a disability or limited mobility, you can request special assistance from the airline. This may include a wheelchair, guide assistance, or help with your luggage.
Yes, it is recommended that you request assistance at least 48 hours before your flight. Some airports may require 72 hours' notice.
You can request assistance during the flight, such as help getting to the bathroom or assistance with your service animal. You can also request a seat that accommodates your needs, such as extra space or adjacent seats.
Airlines will transport your wheelchair or scooter for you. If you need to use it until you board the plane, you may be able to do so, and then an airline representative will help you transfer to an aircraft-specific wheelchair.
You can ask to speak to a Complaints Resolution Official (CRO), who is the airline's expert on disability accommodation issues. They will be able to help resolve any issues you may have.
