Airports And Wheelchairs: Ensuring Smooth Travel For All

If you need a wheelchair at the airport, you can usually request one when booking your flight or by calling the airline directly. Airlines are required to provide assistance to passengers with disabilities as they move through the airport, including from the terminal entrance to the gate, and from the gate to the aircraft seat. It is recommended that you request wheelchair assistance in advance, but you can also inform a team member at the airport about your needs on the day of travel. If you are travelling with your own wheelchair, you should check sizing requirements before you fly and be aware that there is usually only room for one wheelchair on the plane, which is assigned on a first-come, first-served basis.

Requesting wheelchair assistance when booking your flight

If you or someone you know has mobility issues, it can be challenging to navigate an airport. Fortunately, most airlines and airports offer wheelchair assistance to ensure that people with disabilities or limited mobility can travel comfortably and safely. Knowing how to request wheelchair assistance can make your journey much smoother. Here's what you need to do:

When Booking Your Flight:

During the reservation process, inform your airline about your mobility needs. Most airlines have a section in the booking form where you can request special assistance. Look for an "Add special assistance" or "Special Services" section on the passenger details page. Here, you can specify your need for wheelchair assistance and any other relevant details.

It is recommended to request wheelchair assistance as early as possible, preferably when booking your flight. Most airlines ask that you make your request at least 48 hours before your flight. This advance notice allows them to prepare and ensure that the necessary accommodations are in place.

If you've already booked your flight and forgot to request wheelchair assistance, don't worry. You can call the airline's customer service line or make changes to your booking online, if available. Inform them about your assistance needs, and they will add the request to your flight details.

Some airlines may also have a specific special assistance form on their website, which you can use to provide additional information about your needs. This is especially helpful if you require assistance with an FDA-approved device.

When booking, be sure to specify if you will require a wheelchair or cart upon arrival at the airport, as well as during the flight. After your request, it should be added to your passenger record, and the necessary arrangements will be made.

On the Day of Travel:

Even if you have requested wheelchair assistance in advance, it is important to self-identify as a passenger with a disability who needs assistance when you arrive at the airport. Inform an airline representative at the check-in desk or a dedicated help desk about your wheelchair needs. They will arrange for a wheelchair and staff to escort you through the airport.

If you have not arranged for assistance in advance, you can still request it at the airport. Notify a TSA officer at the security checkpoint, and they can help you arrange assistance. Airport personnel are trained to provide support and guide you through the screening process.

Benefits of Wheelchair Assistance:

Wheelchair assistance at airports offers several benefits:

• Easier navigation: Airports often have long distances between check-in counters, gates, and security areas. Wheelchair assistance allows passengers with limited mobility to navigate more easily.
• Reduced stress: Travelling can be stressful, especially for those with difficulty walking or standing for extended periods. Wheelchair assistance ensures a more comfortable and less stressful journey.
• Better security process: Wheelchair assistance staff can guide passengers through security, assist with screening, and provide support during boarding.

By planning ahead and clearly communicating your needs, you can ensure that your travel experience is as smooth and stress-free as possible.

Informing the check-in desk or a TSA officer at the airport

When you arrive at the airport, it is important that you inform a check-in desk agent or a TSA officer that you require wheelchair assistance. Although the airline may have noted in your reservation that you need assistance, the airline will not know that you are the person who requested that assistance if you do not self-identify.

If you have not already requested wheelchair assistance, you can inform a team member at the airport about your wheelchair needs on the day of travel. Go to the ticketing counter and ask the check-in attendants for wheelchair assistance. They can help you reserve a wheelchair if you stow your personal chair, and they can also help arrange boarding assistance, such as the use of ramps or slide boards.

If you are travelling with a non-collapsible wheelchair, scooter, or other battery-powered wheelchair, you can check it at the ticket counter. If you are travelling with a power chair, be sure to ask your airline about this when making your reservation.

You can say something like, "Hello Melissa, I would love to use a wheelchair to get to Gate D." Or, "Hi there, I am flying with my battery-operated wheelchair today. Is there another one I can use to get on the plane?"

It is recommended that you arrive at the airport at least one to two hours earlier than you normally would. This will ensure that you can receive your requested assistance promptly.

The types of assistance available

Airports provide different types of wheelchair assistance based on your unique needs. It is important to communicate any specific requirements when requesting assistance. Here are some of the common types of assistance available:

• Standard Wheelchair Assistance: This is the most common type of service. A staff member provides a manual wheelchair and helps you navigate through the airport, security, and boarding. This includes assistance from the terminal entrance or vehicle drop-off point to the gate, through security, and onto the aircraft to your seat.
• Aisle Chair Assistance: For passengers with more severe mobility impairments, aisle chairs are available. These are smaller wheelchairs that can be used to board the plane. Airport staff will transfer you from your regular wheelchair to an aisle chair and escort you onto the plane.
• Transport for Long Distances: In larger airports, electric wheelchairs or scooters may be provided for passengers who need to travel long distances between gates or terminals.
• Assistance with Luggage: Airlines are required to assist passengers with disabilities in carrying their gate-checked or carry-on luggage if they are unable to do so themselves.
• Assistance with Service Animals: If you are travelling with a service animal, make sure to inform the airline in advance. They will be able to guide you and your service animal to the relief area.
• Cognitive and Developmental Assistance: Some airlines offer assistance to customers with cognitive or developmental disabilities, including help with boarding, deplaning, and connecting flights.
• Extra Space During Travel: If you require extra space during your flight, you may need to book an additional seat. Contact the airline directly to discuss your seating needs and make the necessary arrangements.
• Seat Belt Extensions: If needed, you can request a seat belt extension from a flight attendant or gate agent.

It is important to remember that each airline may have specific procedures and services for wheelchair assistance. Be sure to communicate your needs as early as possible and confirm your accessibility requirements with all airlines involved in your journey.

Boarding and disembarking the plane

Before you fly

To ensure that wheelchair assistance is available, it is recommended that you request it when booking your flight. Most airlines have a section in the booking form where you can request special assistance. If you have already booked your flight and forgot to request wheelchair assistance, you can call the airline's customer service line. Alternatively, some airports and airlines have a specific special assistance form on their website, which you can use to request assistance services.

At the airport

If you did not pre-arrange wheelchair assistance, you can still request it on the day of travel. When you arrive at the airport, go to your airline's check-in desk and inform the airline representative that you need wheelchair assistance. Many airports also have dedicated help desks or special assistance desks located near check-in counters, where you can request assistance.

Boarding

Once you have requested wheelchair assistance, an attendant will help you from the check-in counter to security, and a staff member will assist you in navigating through security screenings. After clearing security, the wheelchair assistant will escort you through the terminal to your departure gate. They will help you navigate crowded areas, guide you to your gate, and ensure you get to the waiting area without stress or strain.

For boarding, airport staff will guide you to the boarding area and ensure you’re ready for the process. If you are flying on a larger plane, you may need to use an aisle wheelchair to board the plane. Staff will help transfer you from the regular wheelchair to the aisle chair and escort you onto the plane.

Disembarking

Once you’ve landed, wheelchair assistance will also be available to help you disembark the plane. They will assist with getting off the aircraft and escort you to baggage claim or your transportation options.

The rights of travellers with disabilities

When it comes to air travel, travellers with disabilities have a set of rights that are designed to ensure they can travel safely and with dignity. These rights are outlined in the Air Carrier Access Act (ACAA) in the US and in EU regulations for travellers across air, train, bus, coach, and boat travel. Here is an overview of the rights of travellers with disabilities:

Right to Information and Accessible Information Format:

Travellers with disabilities have the right to receive information about their journey, including details of facilities available at the airport, on the aircraft, or on board other vehicles. This information must be provided in an accessible format, such as Braille or audio-described versions.

Right to Accessible Airport Facilities:

Airlines and airport operators are responsible for ensuring that airport facilities are accessible and usable by passengers with disabilities. This includes providing an accessible route between the gate and the aircraft, as well as ensuring that ramps or mechanical lifts are available when level-entry boarding is not available.

Right to Assistance at Airports and on Aircraft:

Passengers with disabilities are entitled to prompt and timely assistance at the airport and when boarding and deplaning. This includes assistance with luggage, navigating the airport, and accessing key areas like the ticket counter or baggage claim. On aircraft, passengers with disabilities have the right to assistance with seating, stowing assistive devices, and accessing the lavatory.

Right to Travel with Assistive Devices and Service Animals:

Travellers with disabilities have the right to bring assistive devices, such as wheelchairs or medical equipment, and service animals on board aircraft without additional charges. Airlines must provide priority stowage for wheelchairs and ensure that assistive devices are properly handled and returned to passengers.

Right to Receive Seating Accommodations:

Airlines must provide specific seating accommodations for passengers with disabilities, such as movable aisle armrests, bulkhead seats for service animals, greater legroom for immobilized legs, and adjoining seats for companions or assistants.

Right to Accessible Aircraft Features:

Newer aircraft are required to have accessible features, including movable aisle armrests, priority stowage space for wheelchairs, accessible lavatories, and on-board wheelchairs.

Right to Resolution of Disability-Related Issues:

Airlines must make available a Complaint Resolution Official (CRO) to address any disability-related issues that may arise. Passengers with disabilities who are not satisfied with the airline's response can file a complaint with the airline or the appropriate regulatory body, such as the US Department of Transportation or the national enforcement body in the case of EU travel.

It is important to note that travellers with disabilities should, whenever possible, contact the airline, ticket seller, or tour operator in advance (usually recommended at least 48 hours before the trip) to explain their specific assistance needs and provide any relevant information about their disability or equipment. This helps ensure that the necessary accommodations can be made in a timely and efficient manner.

Frequently asked questions