Airports And Wheelchairs: Accessible Travel For Customers

Getting around a large, busy airport can be a daunting task for those with mobility issues. Airports and airlines have a variety of options for individuals seeking wheelchair assistance. According to the 1986 Air Carrier Access Act, airlines are required to provide free wheelchair service to any traveller who asks for it, without requiring proof or documentation of disability. Wheelchair assistance can be requested on the airline's website or by calling the airline at least 48 hours in advance. It is also possible to request a wheelchair at the airport, but this may result in a longer wait time.

How to request a wheelchair at the airport

Requesting a wheelchair at the airport is a straightforward process, and airports are legally required to provide free wheelchair assistance to any traveller who asks for it. Here is a step-by-step guide on how to request a wheelchair at the airport:

Before Your Trip

When booking your flight, look out for an option to add special assistance. Most airlines will have this option available during the booking process, or you can call the airline directly to request wheelchair assistance. It is important to make this request at least 48 hours in advance, as last-minute requests may not be accommodated. Specify whether you will need a wheelchair as soon as you arrive at the airport, as well as during the flight and at your final destination.

Upon Arrival at the Airport

Even if you have requested wheelchair assistance in advance, it is important to self-identify as a passenger with a disability who needs assistance. Alert the airline check-in desk, skycaps at the departures curb, or any airport personnel that you require a wheelchair. They should have a wheelchair ready for you if your request was properly made.

During Your Time at the Airport

Wheelchair assistants are usually provided to help you through security checkpoints, the terminal, and to your gate. You can also request assistance with checking in, reaching your gate, and boarding the aircraft. If you have any carry-on luggage, you can also ask for help with stowing and retrieving it.

At Your Final Destination

Upon arrival at your final destination, there will usually be people waiting with wheelchairs on the jet bridge. If you did not request assistance in advance but realise you need it upon arrival, notify the flight crew before disembarking. Airlines generally provide wheelchair assistance after all other passengers have deplaned.

Additional Tips:

• Arrive at the airport at least two hours before your flight's scheduled departure and be at the gate at least one hour in advance.
• Familiarise yourself with the disability services and policies specific to the airline you are travelling with.
• If you are travelling with your own electric or battery-powered wheelchair, you must arrive at the airport one hour prior to the normal check-in time.

What to do if you're travelling with your own wheelchair

If you are travelling with your own wheelchair, there are a few things you should do to ensure a smooth journey. Firstly, when booking your flight, be sure to notify the airline that you will be travelling with a wheelchair and request any assistance you may need. Most airlines will ask that you make these requests at least 48 hours in advance. You should also familiarise yourself with the disability services and policies of the specific airline you are travelling with, as they can vary.

On the day before your flight, call your airline and airport to verify your reservation, accessibility options, and address any concerns. It is recommended that you arrive at the airport at least one to two hours before your flight to ensure you have enough time to clear security and make your way around the airport. Some airports will require you to check your power wheelchair or scooter before clearing security, so be prepared to use a terminal wheelchair and an attendant to guide you through the airport.

When you reach the gate, speak to the airline representative about pre-boarding. Once pre-boarding begins, you will need to transfer to an aisle-sized wheelchair, so be sure to remove any sensitive electronics or modifications that might break during transport. Take your cushion with you and bring it on board to use during the flight.

Upon arrival at your destination, you will need to wait until the rest of the passengers have left the plane. With the assistance of airline attendants, you will be escorted off the plane and your personal wheelchair will be returned to you at baggage claim.

What to expect from wheelchair assistants

Wheelchair assistance at airports is available and free of charge. However, it is important to make a request for a wheelchair in advance. Here is what you can expect from wheelchair assistants at airports:

Before Your Flight

When booking your flight, look for a section called 'special assistance', 'special service request', or 'additional info'. Here, you can usually tick a box or fill out a form to request wheelchair assistance. Alternatively, you can request assistance after booking by logging into your booking reservation on the airline's website or by calling the airline's special assistance number. Most airlines ask that you make these requests at least 48 hours in advance. If you are travelling with a battery-powered wheelchair, it is recommended that you arrive at the airport one hour before the normal check-in time.

At the Airport

Upon arrival at the airport, proceed to an assistance point. These are usually located inside or outside the terminal and are identifiable by a disability-related logo. If the assistance point is unstaffed, there will typically be a buzzer or telephone to call for assistance. From there, you will be directed to the special assistance help desk, which will organise the wheelchair assistance for you.

Check-In and Security

Your wheelchair assistant will take you to the check-in counter and through security. They will also assist you with your luggage. Please note that they are not required to stop at shops or food and drink outlets, so it is advisable to bring your own food and drink.

Boarding

Your wheelchair assistant will accompany you to the departure gate and ensure that you have any necessary medications or medical supplies. They will also assist you with boarding, including helping you stow your carry-on luggage. If you are unable to walk, you will be transported to your seat using an aisle chair. Your wheelchair will be returned to you upon arrival at your destination.

During the Flight

If you require any assistance during the flight, notify the flight attendants, who will be trained to help passengers with disabilities. If you realise during the flight that you will need assistance at your destination or a connecting flight, be sure to notify the flight crew.

Deplaning

Wheelchair assistance is typically provided after all other passengers have deplaned. Once you arrive at your destination, your wheelchair assistant will meet you at the gate and help you with your luggage and customs, if applicable. They will then take you to the baggage claim area or vehicle pick-up location.

Tipping

Although wheelchair services are complementary at airports, it is customary to tip the attendants. A good rule of thumb is to tip at least $2, with additional tips for any extra assistance.

Tips for travelling with mobility issues

Travelling with mobility issues can be tricky, but with some planning and preparation, it is possible to navigate the challenges and have a safe and enjoyable trip. Here are some tips to help you prepare for and enjoy your travels:

• Research your options for public transport: Public transport can be hit or miss when it comes to accessibility. If you plan to take the bus, call ahead to check if they have ramp accessibility. If you plan to use a train or the subway, ask if there will be someone available on the platform to assist you in getting on and off.
• Book in advance and disclose your needs: Inform your travel agent, hotel, and transportation company about your accessibility needs in advance so they can make the necessary arrangements. Be specific about your needs, such as accessible toilets, roll-in showers, or shuttle services with wheelchair lifts.
• Know your limitations and plan rest days: Travelling can be tiring, especially with mobility issues. Plan your activities with rest days in between to ensure you don't overexert yourself. Listen to your body and take breaks as needed.
• Choose accessible destinations: Opt for destinations that are wheelchair or walker-friendly, with flat, even surfaces and accessible attractions, restaurants, and transportation options. Research the area beforehand to ensure it suits your mobility level.
• Get the right medication: Ensure you have the necessary medication for your trip and check if there are any restrictions on bringing medication into your destination country. Keep your medication in its original container, clearly labelled, and carry it with you rather than placing it in checked luggage.
• Take medical records and paperwork: In case of an accident or medical emergency, carry a list of your medications and a copy of important medical information with you. Consider getting travel insurance for any specialised equipment you may be bringing.
• Stay in accessible accommodation: When choosing a hotel, consider not just the accessibility of the hotel itself but also of the surrounding area. Check for the presence of hills, stairs, cobblestone streets, and accessible attractions and restaurants nearby.
• Have a back-up plan: Things may not always go according to plan, so it's important to have a contingency plan. For example, if an activity turns out to be less accessible than expected, have a list of alternative options ready.
• Follow travel advice and guidelines: Refer to official travel advice from organisations like the Foreign & Commonwealth Office (FCO) to ensure you are travelling to safe destinations and adhering to any specific guidelines or restrictions. Keep in mind that your travel insurance may not cover you if you travel to areas advised against by the FCO.
• Request assistance at the airport: Airports and airlines are required to provide free wheelchair assistance to travellers who request it. Contact your airline in advance to arrange for wheelchair assistance at the airport and during your flight if needed.

What to do if your flight is cancelled or delayed

Yes, airports provide wheelchair assistance for customers. According to the 1986 Air Carrier Access Act, airlines must provide free wheelchair service to any traveller who requests it. It is recommended to request a wheelchair or cart when booking your flight. If this is not possible, contact the airline at least 48 hours in advance.

Now, here is some information on what to do if your flight is cancelled or delayed:

What to do if your flight is cancelled:

• Check the airline's app to see if you can rebook your flight for free.
• Get in line to speak with an agent or call the airline.
• Call the airline's international numbers.
• Check if you need overnight accommodations.
• Refer to the DOT Cancellation and Delay Dashboard to see what compensations you are eligible for.

What to do if your flight is delayed:

• You are eligible for a refund if the departure or arrival times exceed three hours for domestic flights and six hours for international flights.
• Research other flights on the same airline that are headed to your destination and ask an agent if they can get you on one of them without charging change fees.
• Look into what's available on other airlines.
• Inquire about other compensation such as vouchers for meals or overnight accommodations.

Frequently asked questions