Navigating Airports: Understanding Disability Access And Services

Airports and airlines are required to provide assistance to passengers with disabilities. This includes helping passengers navigate through different parts of the airport, such as from the terminal entrance to the gate location, and providing wheelchair or other guided assistance to board, deplane, or connect to another flight. However, some travellers with disabilities have reported experiences of ableism and discrimination from airport employees.

Airlines are required to provide assistance to passengers with disabilities

Passengers with disabilities have the right to be assisted with the loading and stowing of assistive devices. To ensure that airline employees and contractors understand their responsibilities, the DOT has developed disability-related training resources. The DOT has also created the Airline Passengers with Disabilities Bill of Rights to help passengers better understand their rights.

If a passenger with a disability feels that an airline has discriminated against them or has not provided the required accommodations, they can file a complaint with the DOT. Unfortunately, ableism is still prevalent among airport employees, and it is not uncommon for passengers with disabilities to face discrimination or ableism when travelling.

Assistance navigating the airport

Airlines are required to provide assistance to passengers with disabilities as they navigate through different portions of the airport. This includes helping you from the terminal entrance or vehicle drop-off point to the gate location, including the security checkpoint. Airlines must also provide assistance with boarding, deplaning, or connecting to another flight, as well as seating accommodation assistance that meets passengers' disability-related needs.

If you have a non-visible disability, you may face ableism from airport employees whose job it is to help people with disabilities. Unfortunately, this can sometimes include employees making judgements about whether or not your disability is 'real'. However, it is your right to receive assistance, and you can file a complaint with the Department of Transportation (DOT) if you feel that an airline has discriminated against you on the basis of your disability or has not provided you with the required accommodations.

To better assist passengers with disabilities, the DOT has developed resources such as the Airline Passengers with Disabilities Bill of Rights, which helps passengers understand their rights, and disability-related training for airline employees and contractors.

When travelling with a disability, it is important to be aware of your rights and to advocate for yourself if you feel that your needs are not being met.

Seating accommodation assistance

Airlines are required to provide passengers with disabilities with many types of assistance, including seating accommodation assistance that meets passengers' disability-related needs. This can include assistance with boarding, deplaning, or connecting to another flight.

Passengers with disabilities are usually boarded first, but ultimately, it is up to the airline employee's discretion. If you feel that an airline has discriminated against you on the basis of your disability, including not providing you with required accommodations, you may file a complaint with the DOT (US Department of Transportation).

The DOT has developed disability-related materials, such as the Airline Passengers with Disabilities Bill of Rights, to assist passengers with disabilities in better understanding their rights. In addition, the DOT has available disability-related training resources to ensure airline employees and contractors understand their responsibilities.

Service animals

Airlines are required to provide assistance to passengers with a disability as they navigate through different portions of the airport. This includes assistance with seating, wheelchairs or other guided assistance to board, deplane or connect to another flight, and assistance with the loading and stowing of assistive devices.

Airports must provide animal relief areas, and upon request, airlines must escort individuals travelling with service animals to these areas. Most animal and pet relief areas are located outside the airport terminals, but there are also indoor relief areas post-security.

Wheelchair assistance

Airlines are required to provide assistance to passengers with disabilities as they navigate through different portions of the airport. This includes wheelchair assistance from the terminal entrance (or vehicle drop-off point) to the gate location, including the security checkpoint, and onto the plane. Passengers with disabilities are usually boarded first, but ultimately it's up to the airline employee's discretion.

If you require a wheelchair or other guided assistance, it is recommended that you contact your airline at least 48 hours before your flight to request this service. This will ensure that the necessary arrangements can be made.

When you arrive at the airport, proceed to the designated meeting point for passengers with disabilities. This is usually located near the terminal entrance or vehicle drop-off point. An airline representative will meet you there and provide assistance with checking in, passing through security, and boarding your flight.

It is important to note that passengers with disabilities have certain rights, including the right to be treated with dignity and respect, and the right to receive reasonable accommodations. If you feel that you have been discriminated against or denied required accommodations, you may file a complaint with the relevant authorities, such as the US Department of Transportation (DOT). The DOT has developed resources such as the Airline Passengers with Disabilities Bill of Rights to help passengers better understand their rights and ensure that airline employees are properly trained to assist them.

Frequently asked questions