Barrier-Free Travel
A Nuts And Bolts Guide For Wheelers And Slow Walkers
Benjamin Franklin Award Finalist
On a Wing and a Prayer
Protecting Your Equipment
Getting to your holiday destination with a minimum of muss and fuss can sometimes be a challenge. Getting your wheelchair or scooter to that same destination, in one piece, can be an even greater chore. No matter how hard travel is on people, it can be even harder on assistive devices. Generally speaking, passengers aren’t stripped of their clothing and thrown into the cargo bin; a fate which many wheelchairs and scooters must routinely endure.
Unfortunately, equipment damage is still a top ranked problem for wheelers, but don’t throw in the towel yet, as it’s still possible to get your equipment to your final destination relatively unscathed. Of course, as with all aspects of travel, it takes a bit of planning and preparation. Although the whole process may seem rather daunting at first, after a few trips you’ll have it down to a science, and then you’ll be ready for just about anything.
Before we get into the nuts and bolts here (literally), I must share an anecdote with you. This unfortunate travel tale comes from a reader named Dan. It’s about his first air travel experience as a wheeler, and it definitely gets my vote as the ultimate in wheelchair damage stories.
Dan uses a power wheelchair with gel cell batteries, and even though he could have gate checked his wheelchair, he relented at check-in and transferred to an airport wheelchair. His plane was then delayed due to weather, and he ended up spending an extra hour in the uncomfortable airport wheelchair. But Dan saw past the pain, as he was really looking forward to his vacation. He remained optimistic.
To his delight, when boarding time came things went like clockwork. Dan was boarded first. He had no problems with the aisle chair and his reserved seat had a moveable armrest. Things couldn’t have gone any better. Dan sat back and stared out the window while the other passengers boarded. He was in a semi dream state when he noticed an unusual object out on the tarmac.
Upon closer examination, it appeared to be his wheelchair. Just as he was about to call the flight attendant he noticed another object approaching the wheelchair -- a 747 backing up out of the gate. He sat there speechless as he watched the jumbo jet crush his wheelchair. Ultimately he canceled his trip. On the positive side, this incident happened while he was at home rather than while he was on the road.
Fortunately Dan’s experience is not the norm, but it does illustrate the importance of staying in your own wheelchair as long as possible. In Dan’s case the cargo handlers forgot to move Dan’s wheelchair off the tarmac when his flight was delayed. In theory, if Dan had stayed in his own wheelchair up to the aircraft door, it would have been taken directly to the cargo bin instead of sitting on the tarmac. Today Dan always turns down the airport wheelchair, no matter how hard the check-in agent tries to convince him otherwise.
Dan’s story pretty much represents the worst case scenario. The only thing I can ever imagine being worse is actually being in your wheelchair when a 747 backs over it. So when you encounter equipment damage problems, think about Dan. You’ll be able to take some comfort in the fact that no matter how bad things are, at least a jumbo jet didn’t roll over your wheelchair.
Avoid The Cargo Bin
The best way to protect your assistive device from damage (short of staying home) is to keep it out of the cargo bin. Let’s look at things realistically. When you relinquish your wheelchair to the baggage handler it really is a crap shoot. Face it, nobody is going to take the same care with your wheelchair that you do; and most certainly not some baggage handler who has a schedule to keep. So where does that leave you? Well some people have a choice in these matters, so the first step is to learn what can be carried in the passenger compartment and what must go in the cargo bin.
You can take canes and crutches on board most aircraft. You have to stow these items for takeoff and landing (for safety reasons), but you can get a flight attendant to retrieve them after you are airborne. You should make it a point to get your assistive device back after takeoff, as you will most likely need it if you want to move about the cabin. Additionally, if there were an emergency, it would be a good idea to have it with you.
Walkers can sometimes be carried in the passenger compartment, depending on the dimensions of the walker and the availability of an onboard closet. Here’s where knowing the dimensions of the onboard closet comes in handy, as you will then be able to determine if your walker will fit. Frankly, walkers don’t fare very well in the cargo bin, so it’s a good idea to invest in a folding walker that fits in the onboard closet.
Some manual wheelchairs will also fit in the onboard closet, depending on the size of the wheelchair and the dimensions of the onboard closet. Remember to take advantage of the preboarding privilege, as your assistive device gets priority space in the onboard closet only if you preboard the aircraft. Additionally, remember that the onboard closet is not large enough for two wheelchairs, so if you travel with another wheeler one wheelchair will end up in the cargo bin.
Another solution is to invest in a folding power wheelchair or scooter. This is not really a good option for full time wheelchair- or scooter-users, as the products on the market today lack the pep that wheelers are used to. However, if you only need a wheelchair for distance, this may be a good solution.
Amigo Mobility manufactures a lightweight folding scooter, the TravelMate, which weighs only 58 pounds with the battery pack. Again, this travel scooter is best suited for slow walkers rather than full time wheelchair-users. Additionally, when you take any assistive device on board an aircraft, remember it is not counted as carry-on luggage.
Of course if you can’t keep your wheelchair out of the cargo bin, it’s a good idea to travel with an older wheelchair (if you have one). Some people travel with an old backup wheelchair. Another good solution is to rent a wheelchair or scooter at your destination. Obviously this option only works for people who use a wheelchair or scooter for distance, but it is something to consider.
Care Vacations and Scoot Around North America can arrange for the rental of assistive devices throughout the US and on most cruise ships. There is a premium fee charged for this type of rental because these companies act as agents. Alternatively, a more economical solution is to the make the rental arrangements directly with a medical supply company at your destination.
Onboard Wheelchair Storage
Although onboard storage of assistive devices is mandated under the Air Carrier Access Act (ACAA) under certain conditions, it should be noted that most airlines have been fined or at least warned for non compliance to this directive. Here are a few examples of violations the Department of Transportation (DOT) uncovered during a routine compliance review. These examples are not meant to single out certain airlines as violators, but merely to serve as examples of what happens in real life. They are also meant to show that the mandated onboard storage space is not always a closet.
- Southwest Airlines was found to be in violation of the ACAA for not providing space for the in-cabin storage of folding wheelchairs. Southwest claimed that storage space was available in the overhead bins, but agreed to retrofit their fleet of 737s to include a larger storage space. The DOT fined the airline $500,000 but gave them a $450,000 credit for the retrofit.
- America West Airlines was also found in violation of the wheelchair stowage provision of the ACAA. America West agreed to create storage space for one passenger wheelchair on the floor space between the last two rows of seats. They were fined $150,000 but given a $135,000 credit for costs associated with improving access.
- And finally, the DOT discovered that Jet Blue reservation agents were informing customers that folding wheelchairs could not be stored in the passenger compartment. Jet Blue subsequently admitted to the DOT that they did not have the required wheelchair storage space, but agreed to create such a space by stowing a wheelchair atop three passenger seats. The airline was fined $100,000 but granted a $90,000 credit to offset the cost of ACAA training.
As you can see, it’s very important to learn the rules of the ACAA as they apply to onboard wheelchair storage. Don’t be afraid to speak up when you feel your rights have been violated. Front line employees don’t always know or understand the rules under the ACAA, so sometimes you have to go up a few levels in order to get results.
Protection
Sometimes there is just no way to keep your assistive device out of the cargo bin, but a little preparation (and a few techniques) will help you protect your equipment. As I pointed out earlier, the best strategy is to stay in your own wheelchair as long as possible (remember Dan). If your chair has gel cell batteries this is pretty easy because gel cell batteries don’t have to be removed and packed separately. Gel cell batteries are merely disconnected and the terminals are wrapped, which is a fairly simple procedure.
On the other hand, if your wheelchair doesn’t have gel cell batteries the entire battery is removed and packed in a protective container. This can be a time consuming procedure. Under the ACAA you have to surrender your wheelchair to the airline at least one hour prior to departure if you have spillable batteries. This means you have to use an airport wheelchair for at least an hour. You might want to consider changing to gel cell batteries if they are compatible with your wheelchair. This simple change will save you a lot of time and trouble.
You will be asked about the specifics of your batteries when you check in for your flight. If you have gel cell batteries, make sure they are clearly marked so they won’t be inadvertently removed. If you don’t have any labeling on your batteries, check with a local medical supply house as they usually carry labels that are appropriate.
You should also learn how to reconnect your batteries. Although your assistive device is suppose to be returned to you with the batteries reconnected, sometimes this just doesn’t happen. Knowing how to reconnect your batteries will save you time and frustration.
Many wheelchairs can be transported in the cargo bin without being disassembled, but that of course also depends on the aircraft type. Here’s where knowing the dimensions of the aircraft, especially the width of the cargo door, comes in handy. For example let’s compare two aircraft; the EMB 145 which has 50 seats and the ATR 42-500 which has 46 seats.
Although both aircraft have approximately the same passenger capacity, the dimensions of their cargo doors vary drastically. The EMB 145 has a 39-inch cargo door while the ATR 42-500 has a 54-inch cargo door. So the EMB 145 might not be the ideal choice for a large wheelchair.
Even if your only choice was the EMB 145, it would help to know in advance that you wheelchair was going to be disassembled for transport. This knowledge also gives you the flexibility to shop around and perhaps find a larger aircraft. Sometimes this is the best bet, even if you have to drive to another gateway city.
One of the best things you can do to protect your assistive device is to attach assembly and disassembly directions to your wheelchair or scooter. This sounds like a fairly simple task; however many people overlook it because they assume their assistive device will not be disassembled for transport. True, it may not be required to be disassembled under ideal conditions, however it never hurts to have instructions attached.
You are not encouraging baggage handlers to disassemble your assistive device by attaching instructions; you are merely giving them the proper instructions should it become necessary. Actually most baggage handlers prefer not to disassemble assistive devices, as it’s just more work for them. But sometimes due to the volume of cargo, it is necessary, even on the most accessible aircraft.
Instructions should be written clearly and simply in both English and Spanish. If possible also use numbered illustrations or simple drawings to illustrate the assembly and disassembly procedure. Laminate the instructions and attach them securely to your assistive device. Of course it also helps to talk to the baggage handlers to tell them exactly how to handle your chair, however this is not always possible. Clear assembly and disassembly instructions will help protect your assistive device. Many people even leave these instructions attached to their wheelchair or scooter all the time, as it saves preparation time when it’s time to travel.
Remove any loose or protruding parts from your wheelchair or scooter. This includes items like mirrors, cushions and leg rests. Put them in a duffel bag and carry them on the aircraft. Do not check them! Wheelchair parts fall under the category of assistive devices and are not counted as carry-on luggage.
Remember, something may be piled on top of your wheelchair in the cargo bin. If your wheelchair or scooter becomes a projectile object, loose or protruding parts may break upon impact. Additionally, remember to let a bit of air out of your tires and to carry on all gel cushions. Most cargo bins are not pressurized. It’s also a good idea to carry a compact bicycle pump with you so you can reinflate your tires when you reach your destination.
You will also need to protect your joystick if it’s not possible to easily remove it. A plastic cup and packing tape works well for this purpose.
It’s equally important to protect your controller. Says one frequent traveler, “I discovered that the very sturdy cardboard tubes that carpets are rolled on makes a great controller protective device. I scrounged an empty tube (some places call them cores) from the carpet store, then used a hacksaw to cut off the right length to slide over my controller. It works great.”
Says another traveler, “My controller unplugs easily so I just take it off (along with the entire armrest), stuff it in a duffel bag and carry it on with me.”
And one veteran road warrior swears by his tried and true method. “I carry a spare joystick and controller when I travel,” he says. “This is easy to do with an Invacare chair because all of the parts swap out. I stick some Velcro to the bottom of the spare controller. If I break down I just peel and stick my spare controller to the top of the battery box, disconnect the wires from the busted one and connect them to my backup. I do the same thing with my joystick.”
Many people come up with creative ways to protect their wheelchairs during transit. My friend Karen devised the following cheap and easy technique. "I travel fairly often and use an electric wheelchair,” she says. “I carry on all removable parts and wrap the entire base of the chair with plastic cling wrap. This helps prevent scratches and dings. It also encapsulates the wires so nothing gets unplugged.” I like Karen’s method. It’s simple, and the only out-of-pocket expense is for a roll or two of plastic cling wrap.
Says frequent-flyer Mike, “I've found that bubble wrap (which you can buy at an office supply store) works well in protecting my wheelchair from damage. I just take some to the airport with me and then before I turn my wheelchair over to the airline I pad the areas most likely to sustain damage. I also take some tape with me so I can secure the bubble wrap. So far, it works pretty good.”
Other travelers go a bit farther (and spend a bit more money), in their quest to limit wheelchair damage. In fact Gloria even went as far as to build her own transport crate. “I was tired of the airlines damaging my son’s wheelchair, so I had a crate building company build a protective container for transport,” she says. “They built a crate that has four locking caster wheels, handles and a side door with a moveable ramp. All the major airlines have accepted the crate so far, although I do have to make advance arrangements for it. Now the crate comes back beat up but the wheelchair remains undamaged.”
Gloria is on the right track, in fact there is even a company that sells protective containers for wheelchair air transport. The Haseltine Corporation manufactures and sells such protective containers, which are constructed out of rigid molded plastic. There are two models of the Haseltine Flyer, one for folding manual wheelchairs and another for power wheelchairs and scooters.
Model 504-A is designed for folding wheelchairs and consists of a polyethylene container with foam padding and internal straps to hold accessories in place. It is also available with wheels. The larger 504-C model is designed for rigid motorized chairs and scooters. The Haseltine Flyers are priced from $325 to $675, depending on the model.
The down side is that you have to arrange for storage of the container at your destination. Contact your airline in advance for more information on this matter. The Haseltine containers have been tested by several airlines, but so far no airline has purchased any. On the other hand, travelers are starting to realize the advantages of the Haseltine Flyer and so far they are the primary market. We can only hope that the airlines will one day follow suit.
And finally, do remember to take a tool kit of basic tools with you when you travel. You will need these to prepare your assistive device for transport. Additionally, a tool kit will enable you to make quick repairs on the road, which will save you time and money. Your tool kit should include items such as a small screwdriver with interchangeable bits, a crescent wrench, a couple of Allen wrenches, a small roll of electrical tape, a few lengths of electrical wire, an assortment of electrical connectors and a variety of nuts, bolts and washers. Your own tool kit will of course depend on your particular equipment. Additionally, if you use a scooter don’t forget to pack a spare key in your emergency tool kit. You never know when you will need it.
When Protection Isn’t Enough
Sometimes no matter how hard you try, the inevitable happens. Your wheelchair is damaged in transit. Unfortunately it happens so you do need to be prepared for it. The first thing you should do is learn what the ACAA says about airline liability for damage to assistive devices.
The ACAA originally limited airline liability for damage to assistive devices to $2,500. Due to public pressure and the rising incidence of wheelchair damage by the airlines, the DOT eliminated this cap on August 2, 1999. The new rule governing airline damage to assistive devices became effective on September 1, 1999.
The new rule lifted the previous cap, established guidelines for valuation and permitted recovery for consequential damages. Under the new rule airlines are responsible for all repairs to damaged devices; however if the devices are lost or damaged beyond repair, the airlines are only responsible for the original purchase price. For example, if you paid $3,000 for your wheelchair 10 years ago, but it would cost $5,500 to replace it today, you can only expect to recover the original purchase price ($3,000) if your wheelchair is damaged beyond repair. You are responsible for the additional $2,500 it would cost to replace your wheelchair.
Travelers are cautioned to know both the purchase price and the replacement cost of their assistive devices, and to be aware of the difference between these two figures. If the difference is substantial you may want to carry additional insurance with a high deductible to cover this gap.
Airlines are also required to pay for consequential damages such as wheelchair rentals and unrefundable tickets, tours or deposits. Please be aware that these rules only apply to US based carriers. The current compensation cap for international flights is still $9.07/lb. (covered under the Warsaw Convention). Know your rights and the value of your equipment before you fly and make sure you have adequate insurance coverage to cover your assistive devices.
It’s also important to remember to report any damage to your wheelchair or scooter immediately. In most cases this means before you leave the airport. Admittedly some internal damage is hard to detect immediately, but it is important to report it as soon as you become aware of it. Even though you may be in the middle of a holiday, you need to take time out to file a claim with the airline if you expect to recover your damages. The airline may deny a claim if they feel it is not filed in a timely manner. Additionally, under the ACAA airlines are not required to respond to complaints that are more than 45 days old.
Again this seems like a very simple task, but it amazes me how many people don’t understand the importance of timeliness in this matter. For example one lady I talked to at a health fair last year told me about some damage done to her scooter on a recent airline flight. When I inquired as to her definition of recent, she matter-of-factly replied, “About eight months ago. Should I file a claim?” Unfortunately this is not an isolated incident. If you had an automobile accident and you waited eight months to report the damage, do you think your insurance company would pay the claim? Most likely they wouldn’t. And neither will the airlines. Report all damage, (no matter how small it seems) immediately.
Finally no matter how bad things seem, (even if your wheelchair is returned to you in pieces), don’t panic. I know this is easier said than done, but I would like to illustrate the importance of this point with a story about my friend John. John is a pretty well seasoned traveler, but every now and then life throws him a few curves.
On a recent trip to the Bahamas John’s wheelchair was literally returned to him in pieces. John relates his humbling experience, “First they brought out the frame, then they kept bringing out smaller and smaller pieces,” he says. “I didn’t even know my wheelchair had that many pieces. Actually I didn’t care about the wheelchair, as I travel with my old backup klunker; but I didn’t want to ruin my long-anticipated holiday. I just blew a fuse and started cussing and screaming. I was quite a sight right there in the middle of the airport.”
“The embarrassing thing was that the baggage handler had my wheelchair back together in about two minutes. Apparently this was standard procedure. I wheeled out with my tail tucked between my legs. On the positive side, I didn’t even think about renting a car there. I figured if they could assemble my wheelchair that quickly, they could do wonders stripping a car.”
Loaners
Although your tool kit will allow you to make quick repairs on the road, if you wheelchair is badly damaged you will have to relinquish it while it is being repaired. In the interim you will need an appropriate loaner. But what is an appropriate loaner? That depends on who you ask, as some airline personnel have an interesting definition of appropriate. It’s not that they are trying to pull a fast one on you, it’s just that they really don’t understand the difference between your Quickie and their E&J airport wheelchair.
So here’s where a little patience comes in. Again this is easier said than done, especially if you are tired and cranky. In order to advocate for yourself and to get what you define as an appropriate loaner wheelchair, you need to calmly explain the facts of life to the airline personnel assigned to help you. You may even have to do this more than once, as you’ll probably have to talk to a supervisor or another clerk. No matter how frustrating this is, it’s the only way to get a wheelchair that adequately suits your needs.
If you have a highly specialized chair, you might even do some advance research and find an appropriate rental outlet at your destination (just in case.) Whatever happens, keep your temper and remember that the airlines are responsible for providing you with an appropriate loaner chair. In other words, if their E&J won’t suit your needs, the airline has to foot the bill for an appropriate rental. Keep talking till they get it right.
Finally, if you don’t get satisfaction from talking with front line personnel, ask to speak to the Complaints Resolution Officer (CRO). The CRO will help you get the services you are entitled to, including an appropriate loaner chair.
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