Airport Wheelchair Assistance: Requesting Smooth Travel Experience

Requesting wheelchair assistance at the airport is a service provided by most major airlines and airports to ensure that people with disabilities or limited mobility can travel comfortably and safely. This service is important as it helps with easier navigation, reduces stress, and provides a better security process. To request wheelchair assistance, it is advisable to do so when booking your flight or at least 48 hours before your trip begins. This can be done by calling the airline or marking your reservation with a requires special assistance note. It is also important to arrive at the airport early, allowing enough time for check-in, security, and boarding. When you arrive at the airport, inform the check-in agent that you have requested a wheelchair, and they will arrange for one to take you to your gate and even get you on the aircraft if needed.

Requesting assistance in advance

Inform Your Airline About Your Mobility Needs

When booking your flight, notify the airline about your need for wheelchair assistance. Most airlines have a section in the booking form where you can request special assistance. If not, contact their customer service team directly. It is recommended to make this request at least 48 hours before your flight, but the earlier, the better. This allows the airline enough time to make the necessary arrangements and accommodate any specific requirements you may have.

Complete a Special Assistance Form

Some airlines and airports provide specific special assistance forms on their websites. These forms allow you to provide detailed information about your needs, such as the type of assistance required, any medical equipment you will be travelling with, and any other relevant details. Completing this form ensures that the airport and airline have a clear understanding of your needs and can make the necessary arrangements.

Request Wheelchair Assistance for Each Flight

If you have multiple connecting flights, remember to request wheelchair assistance for each individual flight. This includes assistance during layovers and when transferring between gates. It is important to specify the type of assistance required at each stage of your journey, including check-in, security, boarding, and disembarking.

Provide Details About Your Wheelchair or Mobility Device

If you plan to travel with your own wheelchair or mobility device, provide details about it to the airline in advance. This includes information such as the type of wheelchair (manual or power), its dimensions, and any disassembly or stowing requirements. Different airlines and aircraft may have specific size restrictions or guidelines for travelling with wheelchairs, so it is important to review their policies beforehand.

Arrive at the Airport Early

Even if you have requested wheelchair assistance in advance, it is advisable to arrive at the airport earlier than you usually would. This buffer allows for any potential delays and ensures that you have enough time to check-in, go through security, and board your flight without feeling rushed. It also gives you the opportunity to familiarise yourself with the airport layout and locate any dedicated special assistance desks or services.

Be Prepared for Security Procedures

Wheelchair users may be subject to modified security screening processes. This could include pat-downs or other alternative screening methods. It is important to be prepared for these procedures and to understand your rights. You can contact the airport security department in advance to inquire about their specific policies and procedures for passengers with disabilities or mobility impairments.

By following these steps and requesting assistance in advance, you can ensure that your airport experience is as smooth and stress-free as possible. It empowers you to communicate your needs effectively and enables the airport and airline staff to provide the necessary support throughout your journey.

Informing the check-in staff

• Arrive at the check-in counter: When you arrive at the airport, make your way to the check-in desk of your airline. This is usually located near the entrance of the departure area.
• Disclose your need for assistance: Approach the check-in attendants and clearly state your requirement for wheelchair assistance. Be confident and direct in your request. You can say something like, "Hello, I would appreciate wheelchair assistance to get to Gate D." or "I am travelling with my battery-operated wheelchair. Could you please provide me with a standard wheelchair to navigate the airport?"
• Provide relevant information: Inform the check-in staff about any specific details pertaining to your request. For example, if you have already booked wheelchair assistance in advance, remind them of this arrangement. If you have a connecting flight, let them know so they can arrange assistance throughout your journey.
• Understand the process: Ask the check-in staff about the procedure for obtaining a wheelchair. In some cases, they may call for a wheelchair and an attendant to escort you. Alternatively, they may direct you to a dedicated help desk or special assistance desk within the airport to facilitate your request.
• Be mindful of timing: It is advisable to allow for ample time when requesting wheelchair assistance. There may be instances where you need to wait for the wheelchair and attendant to arrive. Therefore, arriving at the airport earlier than usual is generally recommended.
• Communicate your abilities: It is important to inform the check-in staff about your abilities and limitations. For instance, if you can walk short distances or have certain mobility aids, let them know. This information will help them tailor their assistance to your specific needs.
• Inquire about forms: Some airlines and airports have special assistance forms to request specific services. Ask the check-in staff if such forms are available and fill them out accordingly. These forms can help streamline the process and ensure your needs are communicated effectively.
• Be assertive but patient: While it is essential to be direct and clear in your request, remember to remain patient and courteous. Check-in staff may be busy or dealing with multiple requests simultaneously. Assertively expressing your needs while maintaining a calm demeanour can help ensure a positive experience for everyone involved.

Remember, the check-in staff are there to assist you and ensure your travel experience is as smooth as possible. Don't hesitate to ask for help and provide them with the necessary information to accommodate your needs.

Boarding procedures

When booking your flight, inform your airline about your mobility needs. Most airlines have a section in the booking form where you can request special assistance. If you've already booked your flight, you can call the airline's customer service line and inform them about your assistance needs.

Some airlines also have a specific special assistance form on their website, which you can use to request assistance services and inform them about your FDA-approved device. It is best to request wheelchair assistance as far in advance as possible. Most airlines ask that you make your request at least 48 hours before your flight.

If you did not pre-arrange wheelchair assistance, you can still get help on the day of travel. When you arrive at the airport, head to your airline's check-in desk and inform the airline representative that you need wheelchair assistance. They will assist you by arranging for a wheelchair and staff to escort you through the airport.

Many airports have dedicated help desks or special assistance desks located near check-in counters. If you have not pre-booked wheelchair assistance, you can visit these desks upon arrival to request assistance.

At the security checkpoint, notify a TSA officer, and they can help you arrange assistance. Airport personnel are trained to provide support and can guide you through the screening process.

Once you've requested wheelchair assistance, you will be helped from the check-in counter to security, where a staff member will assist you in navigating through security screenings. Security personnel will provide assistance, but you may be asked to undergo a pat-down or other screening. Staff members will also assist with any necessary screening of mobility devices or medical equipment.

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 assistance, inform the attendants of your particular needs, such as requesting an aisle chair or using a ramp to get your wheelchair on the plane. You can use lifts, ramps, aisle chairs, and slide boards to get on the plane. Show up early to your gate so you can secure your wheelchair assistance. If you are late to board, you may have to rebook your flight.

The flight attendants can also assist you with moving from your wheelchair to your seat, as well as help you get to the bathroom with your wheelchair. If you are travelling with a personal wheelchair, you can request to bring your folding or collapsible wheelchair on board with you. There is usually a designated space on the plane for one wheelchair, and this is assigned on a first-come, first-served basis.

Making a complaint

If you believe your rights under the Air Carrier Access Act are being or have been violated, you can file a complaint in several ways. Firstly, you can ask to speak with a Complaints Resolution Official (CRO) at the airport. A CRO is the airline's expert on disability accommodation issues, and airlines are required to make one available to you, at no cost, either in person or via telephone during their operating hours. Alternatively, you can submit a complaint online through the Aviation Consumer Protection website.

When filing a complaint, it is important to provide as much detail as possible about the incident, including the date, time, location, and any relevant information about the airline and its employees. You may also include any supporting documentation or evidence, such as photos, videos, or witness statements. It is also helpful to clearly state the outcome or resolution you are seeking.

If you are not satisfied with the response from the airline or the CRO, you can escalate your complaint to the US Department of Transportation (DOT). The DOT is responsible for enforcing the Air Carrier Access Act and can investigate complaints and take enforcement action against airlines that violate the Act. You can file a complaint with the DOT online, by mail, or by fax.

In addition to filing a formal complaint, you may also want to provide feedback to the airline directly. This can be done through their website or customer service channels. Sharing your experience can help the airline improve their services and ensure that similar incidents do not occur in the future.

It is important to note that you have rights as a passenger with a disability, and you should not hesitate to assert those rights and seek resolution if they are violated. The Air Carrier Access Act prohibits discrimination against individuals with disabilities and ensures their right to equal access to air travel. By making a complaint, you can help uphold these rights and improve the travel experience for yourself and others in the future.

Tips for a smooth journey

• Request wheelchair assistance as early as possible. While 48 hours before your flight is usually enough time, it's better to request assistance as far in advance as possible.
• Communicate your needs clearly and in detail. If you need extra time for boarding, have a seating preference, or require extra medical assistance, be sure to let the airline know so they can plan accordingly.
• Arrive at the airport early to allow plenty of time for check-in, security, and boarding. Wheelchair assistance can sometimes take longer than expected, especially during peak travel times, so give yourself a comfortable buffer.
• Research the airport you will be travelling from or arriving at to understand their specific processes and services available.
• Be patient and flexible. There may be unexpected delays in receiving assistance, as airports and airlines have limited staff serving many travellers.
• If you use a battery-powered wheelchair, be sure to arrive at the airport one hour earlier than the normal check-in time.
• If you are travelling with a personal wheelchair, check the sizing requirements before you fly. Your wheelchair will need to fit the sizing restrictions to be brought on the plane.
• 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 unable to walk, you will be transported to your aircraft seat in an aisle chair. Your wheelchair will be returned to you at the gate once you reach your destination.
• If you are travelling with a companion, they can request an escort pass from your airline. This will allow them to accompany you to your departure gate or meet you at your arrival gate.

Frequently asked questions