Summary
- American Airlines is addressing concerns about the mistreatment of wheelchairs on flights by reviewing a video and taking steps to improve care for mobility devices.
- In August, 1.51 out of every 100 wheelchairs carried by airlines were mishandled, highlighting the need for better handling practices.
- Some airlines, like United, are implementing measures such as flight filters to accommodate different wheelchair dimensions.
The treatment of wheelchairs on commercial flights has been called into question again following a video of ground handlers appearing to let a wheelchair recklessly roll out onto the apron. This is the latest in a series of incidents worldwide that show room for improvement in how airlines treat mobility devices.
Taking care of the chair
US Carrier American Airlines has come under fire after a video posted to social media shows a concerning lack of care for passenger mobility devices. In response, the airline has rallied its Customer Accessibility team and Accessibility Council to focus on improving the travel experience for customers with disabilities.
Speaking to Simple Flying today, the airline confirmed its teams are reviewing the video. The spokesperson confirmed the carrier will take the necessary next steps to ensure continued improvement, including investments in wheelchair movers and lifts at various airports with high mobility device traffic, which will help lower the risk of damaging mobility devices and employee injury:
“We recognize how important it is to support the independence of customers with disabilities by ensuring the proper care of mobility devices throughout their journey with us. This visual is deeply concerning and we are gathering more details so that we can address them with our team. We will continue to work hard to improve our handling of assistive devices across our network.”
According to the latest Department of Transportation statistics, 1,104 wheelchairs and other assistive devices were mishandled by airlines in August. This represents 1.51 out of every 100 wheelchairs carried over the month, up from 1.41 in August 2022. The rate of mishandled checked bags for the year, in comparison, was 0.64%
Photo: Denver International Airport
In the United States, Allegiant Air was the most careful with wheelchair handling, reporting only one mishap for the month. At the other end of the chart was Spirit Airlines, which damaged more than one out of six wheelchairs and scooters flown in August.
Making flights more accessible.
Another issue for wheelchair travel is the fact the size of aircraft cargo hold doors varies. This leads to specific aircraft being better able than others to handle larger motorized wheelchairs, which must travel upright. Earlier this year, a Beyonce fan missed his concert after an airline could not fit his battery-powered wheelchair in the cargo compartment. The airline was deeply apologetic and sincere in its attempts to find alternative solutions, and Beyonce herself stepped in to provide him with floor seats for a later show in the tour.
There are airlines are stepping up to prevent problems like this in the future. United Airlines announced in September that it is rolling out a new flight filter that will enable customers to enter the unique dimensions of their personal wheelchair as part of the flight search. This allows customers to choose flights on aircraft with cargo hold doors large enough to accommodate the wheelchair dimensions. United confirmed at the time that customers would be able to refund any extra fare difference should the wheelchair not fit on their preferred flight.
Other carriers are investing in technology to allow passengers to sit in personal wheelchairs during the flight.