Navigating Airports: Requesting Wheelchair Assistance

Requesting a wheelchair at the airport is a straightforward process, and it's a service offered by all airlines and airports to assist individuals with mobility issues. The 1986 Air Carrier Access Act requires airlines to provide free wheelchair service to any traveller who asks for it, without requiring a description or documentation for that need. To arrange wheelchair assistance, notify your airline at least 48 hours in advance, and specify whether you will need a wheelchair or cart upon arrival at the airport and during the flight. When you arrive at the airport, inform the check-in staff about your wheelchair reservation, and they will assist you through security checkpoints and to your gate.

Requesting a wheelchair in advance

Check Your Airline's Website:

Firstly, visit your chosen airline's website and review their "accessibility" section. Here, you will find specific guidelines and policies regarding wheelchair assistance and any relevant forms that need to be filled out. Some airlines may require you to complete a wheelchair information form, which will ask for details such as your name, flight information, and the type of assistance you require.

Make a Reservation:

It is highly recommended to make a reservation for wheelchair assistance at least 48 hours in advance. You can do this by calling the airline directly or, in some cases, through their website or mobile app. When making the reservation, specify whether you need a wheelchair or an electric cart, and whether you will need assistance at the airport, on the aircraft, or both. This information will be added to your passenger record.

Arrive at the Airport Early:

On the day of your flight, arrive at the airport at least two hours before your scheduled departure time. This will allow ample time for check-in and ensure that you receive your requested assistance without any delays. Once you arrive, inform the check-in staff about your wheelchair reservation, and they will be able to assist you further.

During Check-In:

At the check-in counter, inform the attendants if you plan to travel with your own wheelchair, scooter, or battery-powered wheelchair. They will assist you in checking these items and arranging any necessary boarding assistance, such as the use of ramps or slide boards. If you are travelling with a non-collapsible wheelchair or scooter, you can check it in at the ticket counter free of charge.

Boarding and In-Flight:

Make your way to the gate at least an hour before departure. Here, you can request any final boarding assistance you may require, such as the use of an aisle chair or a ramp to board the plane. During the flight, flight attendants can assist you with moving from your wheelchair to your seat and accessing the bathroom with your wheelchair.

Connecting Flights:

If you have a connecting flight, inform the flight attendants or airport staff of your need for wheelchair assistance during the connection. They will be able to arrange assistance for you at your connecting gate and ensure a smooth transition to your next flight.

Asking for assistance at the airport

Before Your Flight:

Firstly, it is essential to notify your airline and the airport of your need for wheelchair assistance at least 48 hours in advance. This can be done by calling their customer service line or by filling out a wheelchair information form on the airline's website. When making the request, specify whether you require a wheelchair or an electric cart and at which points of your journey you will need assistance. For example, you may need help from the moment you arrive at the airport or only when boarding the aircraft. Making this request in advance ensures that the necessary arrangements are in place when you arrive.

Upon Arrival at the Airport:

When you arrive at the airport, proceed to the check-in counter and inform the staff that you have requested wheelchair assistance. It is important to self-identify as a person with a disability who requires assistance. The check-in staff should have a wheelchair ready for you, and they can also help you with the check-in process and arranging any further assistance you may need. If you have not made a prior request, you can still ask for assistance at the ticketing counter, but it is better to arrange it in advance to avoid any delays.

During Your Time at the Airport:

After checking in, you can make your way through the airport with the assistance of a wheelchair or electric cart. You are entitled to stay in your own wheelchair until you reach the gate. If you require help navigating through security checkpoints and the terminal, the assistant will accompany you. It is recommended to arrive at the airport at least two hours before your flight's scheduled departure to ensure a smooth and stress-free experience.

Boarding and In-Flight Assistance:

Once you reach your gate, inform the gate agents of your particular needs, such as pre-boarding, assistance with carry-on luggage, or moving within the aircraft. You should also mention if you have any connecting flights, as you will need assistance in transferring between flights. Flight attendants are also available to assist you during the flight, such as moving from your wheelchair to your seat or accessing the bathroom.

At Your Destination:

Upon arrival at your destination, flight attendants and airport staff can assist you in disembarking the aircraft and making your way through the airport to the baggage claim area, terminal entrance, or vehicle pick-up location. If you require assistance at your connecting flight or final destination, be sure to notify the flight crew before landing so that they can make the necessary arrangements.

Remember, it is your right to receive assistance at the airport, and you should not hesitate to ask for help. By following these steps, you can ensure that your journey is comfortable and stress-free.

Boarding and alighting the plane

Before Your Flight

When booking your flight, request a wheelchair or cart if this option is available. If not, call the airline as early as possible, and at least 48 hours in advance, to make your request. You should also review your airline's wheelchair guidelines on their website. It is important to specify whether you will require a wheelchair or cart as soon as you arrive at the airport, as well as whether you will need it on the aircraft. If you are travelling with a battery-powered wheelchair, you must arrive at the airport 1 hour prior to the normal check-in time.

On Arrival at the Airport

When you arrive at the airport, let airport personnel know that you require wheelchair assistance. If you have made a reservation for a wheelchair or cart, the airline check-in desk should have one ready for you. Many airlines provide wheelchair assistants for travellers who require this service from the moment of arrival. They will help you through security checkpoints and to the gate. If your airport has skycaps at the departures curb, you can also request a wheelchair from them.

Boarding the Plane

Arrive at the gate at least 1 hour before departure and inform the attendants of your particular needs, such as requesting an aisle chair or using a ramp to board the plane. You can use lifts, ramps, aisle chairs, and slide boards to board the plane. If you are travelling with a personal wheelchair, you can request to bring a folding or collapsible wheelchair on board with you. There is usually space for one wheelchair on the plane, which is assigned on a first-come, first-served basis. If your wheelchair is not the first one, or does not meet sizing requirements, flight attendants will transport it to the cargo compartment, free of charge.

Alighting the Plane

If you need wheelchair assistance to get off the aircraft, be aware that airlines generally provide this service after all other passengers have disembarked. During the flight, notify the flight crew if you will need assistance at your destination or a connecting city. When you arrive, ask a flight attendant if you need help getting off the plane and into the airport.

Travelling with your own wheelchair

If you are travelling with your own wheelchair, it is important to be aware of the specific requirements and procedures that need to be followed. Firstly, review your airline's wheelchair guidelines on their website or by contacting their customer service team. This includes understanding the policies related to flying with a personal wheelchair, stowing a battery-powered chair, and using wheelchair equipment to board the plane. Some airlines may allow you to carry on detachable items such as seat cushions and footrests. If your wheelchair uses a lithium-ion battery, it will typically be removed, packaged, and stored in the cabin.

It is crucial to check the sizing requirements for your personal wheelchair to ensure it complies with the airline's restrictions. These restrictions vary across airlines, but the typical size requirement is around 33 inches by 34 inches (84 cm by 86 cm). If your wheelchair exceeds these dimensions, you may need to stow it in the cargo area and utilise the airport's wheelchairs for navigation. Checking your wheelchair at the ticket counter or gate is usually free of charge.

Some airlines may request a wheelchair information form to be completed in advance. This form can be found on the airline's website, typically in the "accessibility" section. The form will gather information such as your name, flight details, and the type of assistance you require. It is recommended to submit this form at least 48 hours before your flight to ensure timely assistance.

When travelling with your own wheelchair, it is advised to arrive at the airport earlier than usual, ideally two hours before your flight's departure. This will allow sufficient time for checking in your wheelchair, navigating security, and boarding the plane. You can check your wheelchair at the ticket counter or gate, depending on the type of wheelchair you have. If you are travelling with a non-collapsible wheelchair, scooter, or battery-powered wheelchair, you will need to check it at the ticket counter.

Additionally, it is important to self-identify as a passenger with a disability and request wheelchair assistance from the airline staff. They will be able to assist you in navigating through the airport, including checking your luggage, passing through security, and boarding the aircraft. You are entitled to stay in your own wheelchair until you reach the gate, where it will be taken from you and returned upon arrival at your destination.

When checking in, inform the staff about your wheelchair and any other assistance you may require. This includes requesting an aisle chair or using a ramp to board the plane. If you are travelling with a personal wheelchair, you can request to bring a folding or collapsible wheelchair on board, as there is typically a designated space for one wheelchair on a first-come, first-served basis. If your wheelchair does not meet the sizing requirements or is not the first one, flight attendants will transport it to the cargo compartment free of charge.

Knowing your rights

The Right to Assistance:

The Air Carrier Access Act (ACAA) grants individuals with disabilities the right to assistance at airports and on aircraft. This includes the provision of wheelchairs, guides, and other necessary support to navigate through the airport and board the plane. Anyone who self-identifies as disabled to airport personnel is entitled to this assistance.

The Right to Be Treated with Dignity and Respect:

The ACAA prohibits discrimination against individuals with disabilities. Airlines and their employees must provide services to passengers with disabilities without subjecting them to restrictions that do not apply to other passengers. This includes the right to be treated with dignity and respect by all airline personnel, who should be trained to accommodate passengers with disabilities safely and respectfully.

The Right to Receive Information:

Passengers with disabilities have the right to receive information about the facilities and services available to them upon request. This includes information about aircraft capabilities, limitations, accessible features, and the availability of storage for assistive devices. Airlines are also required to make their primary websites accessible and provide accessible kiosks at airports.

The Right to Accessible Airport Facilities:

Airlines and airport operators share the responsibility for ensuring accessible airport facilities. This includes accessible terminal facilities, an accessible route between the gate and aircraft, and the provision of service animal relief areas. Airlines must also ensure that boarding and deplaning assistance is provided, such as ramps or mechanical lifts.

The Right to Travel with an Assistive Device:

Airlines must allow passengers with disabilities to travel with assistive devices, including medical devices and personal amounts of medication, as carry-ons in the cabin free of charge. Manual wheelchairs that cannot be accommodated in the cabin must be transported in the cargo compartment, and airlines are responsible for their safe handling and timely return.

The Right to Receive Seating Accommodations:

Airlines are obligated to provide specific seating accommodations to passengers with disabilities who request them. This includes movable aisle armrests, bulkhead seats for service animals, greater legroom for passengers with immobilized legs, and adjoining seats for companions providing assistance.

The Right to Resolution of Disability-Related Issues:

Airlines must make Complaint Resolution Officials (CROs) available to passengers with disabilities who have concerns or complaints about their rights. CROs are experts in resolving disability-related issues, and passengers can request to speak with them at any time. Additionally, passengers can file complaints with the airline or the Department of Transportation (DOT) if they believe their rights have been violated.

It is important to know and understand these rights to ensure that you receive the assistance and accommodations you need when travelling by air. By being aware of your rights, you can confidently request wheelchair assistance and navigate any issues that may arise during your journey.

Frequently asked questions