Roberta Aguirre
Wheelchair services are available at most airports to assist passengers with disabilities or limited mobility. Airlines are required to provide assistance to passengers with disabilities upon request, including wheelchair services and guide assistance for individuals with visual impairments. Passengers should self-identify as having a disability and request the required assistance from airline staff. This can often be done in advance when booking a flight or by contacting the airline directly. Some airlines may require passengers to fill out a Mobility Device Handling Form and arrive at the airport earlier than usual for check-in. It is important to note that wheelchair services are intended for passengers with disabilities, and carriers may refuse to provide the service if they believe it is being misused.
| Characteristics | Values |
|---|---|
| Who provides the service | Airline personnel |
| When does the service start | At the curbside area of the terminal entrance or the ticket counter |
| Who can use the service | Passengers with a disability or mobility impairment |
| How to request the service | Request in advance when booking or managing your trip, or inform a team member at the airport about your needs on the day of travel |
| How early to request the service | Contact your airline at least 48 hours prior to your scheduled departure |
| What to do if you bring your own mobility device | Check in on the airline app or at an airport kiosk and then head to your gate |
| What to do if you requested the airline's wheelchair service | Meet with an airline representative for guidance to the Special Services check-in or the closest wheelchair staging area |
| What to do if your wheelchair is non-battery powered and manually collapsible | Ask a gate agent about storing your wheelchair on board |
| What to do if your device must be checked at the gate | It will be returned to you at the gate for use at your destination or connecting airport |
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What You'll Learn
Airlines must provide assistance to passengers with disabilities
Passengers with disabilities have the right to prompt and timely assistance from properly trained airline personnel. This includes assistance with enplaning and deplaning, as well as within the airport terminal. For example, passengers may request assistance from the curb or vehicle drop-off point to the gate, including through security and onto the aircraft. Airlines must also provide assistance with boarding and deplaning, such as the use of ground wheelchairs, accessible motorized carts, boarding wheelchairs, on-board wheelchairs, and ramps or mechanical lifts, as needed.
Passengers who require assistance should self-identify to airline staff as having a disability and request the specific type of assistance they need. This can often be done in advance when booking a flight or managing your trip online, or by calling the airline directly. Some airlines may also allow passengers to request assistance on the day of travel by informing a team member at the airport. It is recommended that passengers make reservations as early as possible and advise the airline of their specific needs, such as wheelchair assistance or guided assistance for individuals with vision or hearing limitations.
In addition to providing physical assistance, airlines must also ensure that their facilities are accessible to passengers with disabilities. This includes providing an accessible route between the gate and the aircraft boarding location, such as ramps or mechanical lifts when level-entry boarding is not available. Airlines must also accept and accommodate assistive devices, such as manual or battery-powered wheelchairs, without counting them against the passenger's carry-on limit.
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Requesting wheelchair services in advance
When booking a flight, you can request wheelchair services in advance. Airlines such as Delta Air Lines and American Airlines allow you to request wheelchair assistance when booking or managing your trip online or via their respective apps. Alternatively, you can call their hotline or inform a team member at the airport about your wheelchair needs on the day of your travel.
If you are bringing your own mobility device, such as a manual or battery-powered wheelchair, you can check in using the airline's app or at an airport kiosk and then proceed to your gate. If you requested an airline-provided wheelchair, you need to meet with an airline representative for guidance to the special services check-in or the closest wheelchair staging area.
It is important to note that you should make reservations as early as possible and advise the airline about your specific needs. For instance, if you are travelling with a battery-powered wheelchair, you may need to arrive at the airport one hour earlier than the normal check-in time.
If you have a disability but the wheelchair service does not assist with your disability, the airline may propose other assistance services to support your needs. For example, if you can climb up and down stairs but have difficulty walking long distances, the airline may offer assistance to the gate using a cart instead of a wheelchair.
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Bringing your own mobility device
If you are bringing your own mobility device, such as a wheelchair or scooter, most airlines will transport it for you. It is recommended that you contact your airline at least 48 hours before your departure to arrange this service. If you are travelling with a battery-powered wheelchair, you may need to arrive at the airport earlier than the standard check-in time.
Before travelling, it is important to check with the device manufacturer whether your device can be stored on its side. You should also be aware that some airlines may require you to fill out a Mobility Device Handling Form, which you can usually find on their website. This form should be given to the ticket agent at check-in or to the gate agent as you board.
If your device is non-battery powered and manually collapsible, you may be able to store it on board. However, some items may need to be checked at the gate. If you are travelling with other assistive devices, such as canes, walkers or crutches, these may also be stored on board. If you are unsure, it is best to contact your airline in advance to confirm.
Additionally, if you require assistance with boarding or during the flight, you can request this service from your airline. This may include assistance with checking in, reaching your gate, or getting to your seat. Some airlines may also offer early boarding for passengers who need extra time or assistance.
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Connecting flights and wheelchair services
Connecting flights and layovers can be stressful for any traveller, and this is especially true for those with disabilities or limited mobility. However, most major airlines and airports offer wheelchair and mobility assistance to ensure that people with disabilities or limited mobility can travel comfortably and safely. Here are some things to keep in mind when it comes to connecting flights and wheelchair services:
Requesting Wheelchair Assistance:
It is recommended to request wheelchair assistance in advance when booking your flight or managing your trip online. Most airlines have a section in the booking form where you can request special assistance. If you've already booked your flight and forgot to request assistance, you can call the airline's customer service line or inform a team member at the airport about your needs on the day of travel. It is important to notify the airline at least a few days in advance to ensure they have time to arrange the necessary accommodations.
Self-Identifying as a Passenger with a Disability:
When you arrive at the airport, it is crucial to self-identify as a passenger with a disability who needs assistance. You can do this by going to the airline's check-in desk or a dedicated help desk/special assistance desk. Inform the airline representative about your need for wheelchair assistance, and they will arrange for a wheelchair and staff to escort you.
Types of Wheelchair Assistance:
Standard wheelchair assistance is the most common type, where a staff member provides a manual wheelchair and helps you navigate through the airport, security, and boarding. Aisle chair assistance is available for those with more severe mobility impairments. These are smaller wheelchairs that can be used to board the plane, and airport staff will transfer you from your regular wheelchair to the aisle chair. For longer distances between gates or terminals, some airports provide electric wheelchairs or scooters.
During Your Flight:
If you require assistance during your flight, such as stopping at the bathroom, airline personnel are required to accommodate your request as long as it does not cause unreasonable delays. Upon request, they will also escort you and your service animal to the service animal relief area. If you need wheelchair assistance to deplane, airlines generally provide this after all other passengers have disembarked.
Connecting Flights:
When you have a connecting flight, the airline is required to assist you from your aircraft seat on the arriving flight through the airport to the gate location of your connecting flight. This includes helping you navigate through different terminals, security checkpoints, and boarding your connecting flight. If you encounter any issues or delays with your wheelchair service, you can seek assistance from a trained Complaint Resolution Official (CRO) available at most major airports.
By planning ahead and requesting wheelchair assistance in advance, you can ensure a smoother travel experience when dealing with connecting flights. Remember to self-identify as a passenger with a disability and take advantage of the various types of assistance offered by airlines and airports to meet your specific needs.
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Discrimination against individuals with disabilities
The Air Carrier Access Act (ACAA) prohibits discrimination against individuals with disabilities in air travel. The US Department of Transportation (DOT) enforces the ACAA, which applies to all flights to, from, or within the United States. The ACAA ensures that individuals with disabilities have equal opportunities to access air travel. It covers a wide range of issues, including transportation refusal, advance notice requirements, limiting the number of individuals with disabilities on a flight, requiring individuals with disabilities to travel with another person, and seating accommodations.
The Americans with Disabilities Act (ADA) also prohibits discrimination against individuals with disabilities at airports and in terminals. The ADA ensures that airport facilities and services are accessible and that individuals with disabilities receive the necessary assistance.
To comply with these laws, airlines must provide various forms of assistance to individuals with disabilities, such as wheelchair services, guided assistance for individuals with visual or hearing impairments, and assistance with boarding, deplaning, and connecting flights. Additionally, airlines must ensure that their websites and automated kiosks are accessible and that their personnel are adequately trained to accommodate the needs of individuals with disabilities.
Despite these protections, individuals with disabilities may still face discrimination or inaccessible services at airports. In such cases, individuals can contact the airport owner or operator, the airport ADA/504 Coordinator, or the FAA Airport Disability Compliance Program to seek assistance and ensure their rights are upheld.
When using wheelchair services at the airport, individuals with disabilities should request assistance in advance whenever possible. This can be done by selecting "Add special assistance" when booking or by contacting the airline directly. Some airlines may require specific forms, such as a Mobility Device Handling Form, to be completed and provided to the ticket or gate agent. It is important to note that airlines are not obligated to provide wheelchair assistance to individuals who do not require it, and they may propose alternative assistance services if wheelchair assistance is not necessary for the individual's needs.
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Frequently asked questions
You can request wheelchair assistance by contacting your airline directly at least 48 hours prior to your scheduled departure. Alternatively, you can go to your airline's ticketing counter at the airport to inquire about availability. Some airlines also allow you to request assistance when booking or managing your trip online or through their mobile app.
Yes, it is recommended to inform the airport in advance if you plan to bring your own wheelchair or mobility device. If you have a battery-powered wheelchair, you may need to arrive at the airport earlier than the normal check-in time.
If you require wheelchair or mobility assistance during a connecting flight, you should confirm your request for accessible services prior to travel. This will ensure that your needs are addressed throughout the airport for your connecting flight.
It depends on the type of wheelchair you have. Non-battery-powered and manually collapsible wheelchairs may be stored on board. However, for battery-operated devices, some may need to be disassembled and checked before the flight, while others can be stowed upright in the cargo hold.
Upon request, airline personnel are required to escort you and your service animal to the service animal relief area. You should inform the airline in advance if you will be travelling with a service animal.
