Candy B. Harrington

About Candy B. Harrington

As a travel writer since 1977, Candy Harrington has been writing about accessible travel exclusively since 1996. She’s the founding editor of Emerging Horizons, and the author of the popular Barrier-Free Travel national park series. With thousands of bylines to her credit, Candy hits the road often, in search of new accessible travel finds. Candy and her travel photographer husband Charles Pannell reside in NE Washington, where they tend to their chicken flock and enjoy a rural lifestyle.

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Most Accessible Destination for Wheelchair-Users?

Most Accessible Destination for Wheelchair-Users?

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Grand Canyon National Park

I know you’ve visited a lot of places, and I wondering what you think the most accessible destination for wheelchair-users and slow walker is. And why.

I’ve been covering accessible travel for nearly 30 years, and I’ve certainly seen some great examples of accessibility; including many places which go above and beyond the letter of the law.

Las Vegas (www.lvcva.com) tops my most accessible destination for wheelchair-users and slow walkers list. They truly have made it accessible to everyone. You can easily hail an accessible taxi at the airport, the monorail is accessible, and many hotels have wheelchairs or scooters for loan. Many properties have more than the minimum number of accessible rooms, and some hotels even have ceiling track lifts, (which are not required under the law.)

San Diego Marina

I also love San Diego (www.sandiego.org). Not only does it have the perfect climate year round, but there are free loaner power beach wheelchairs at many beaches. This is important because standard beach wheelchairs are heavy and awkward to push, while the power beach wheelchairs offer wheelchair-users independent access to the beach.

Old Faithful in Yellowstone National Park

And of course I love the US National Parks; in fact I’ve written many books about them. People with a disability can get a lifetime pass that’s good for free admission to all the national parks, and most of them have accessible trails, lodging and facilities. A National Park road trip is a good choice as you can easily pack along all your medical equipment, and take things at your own pace.

Cruise ship in Curacao

Of course cruises are also a popular choice for wheelchair-users and slow walkers. That said, before you pick a cruise, make sure that accessible shore excursions are available at your ports of call. Additionally, check to see if any of the ports are tender ports, as most tenders cannot accommodate wheelchair-users.

Houses of Parliament, London, England

Overseas, I like London, as all London Black Cabs are required to be wheelchair-accessible. Visit London Taxi Tours (www.visitlondontaxitours.com) even offers a wide variety of wheelchair-accessible tours. The tours are conducted in new London Black Cabs that are equipped with ramps, and each tour includes a knowledgeable local driver and guide.

Hope that helps. Accessibility is really improving worldwide, and wheelchair-users and slow walkers have many more choices today than they did 20 years ago. And I can imagine it will be even better 20 years from now.

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Visit the Kings Canyon Sequoias This Spring

Visit the Kings Canyon Sequoias This Spring

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Entrance to King’s Canyon National Park

If a trip to the giant sequoias is on your spring travel agenda, then look no further than Kings Canyon National Park . Often overshadowed by the Giant Forest in nearby Sequoia National Park, the Kings Canyon section of the park offers an equally impressive stand of Giant Sequoias. And like its Sequoia National Park counterpart, the Kings Canyon grove boasts an accessible trail for wheelchair-users and slow walkers. So pack a picnic lunch, hit the road, and enjoy a visit to the Kings Canyon sequoias this spring.

Get Your Bearings

Known as the gateway to Kings Canyon National Park, Grant Grove is home to Giant Sequoia groves that were logged back in the 1800s, as well as stands of timber that were preserved for future generations. From Fresno, it’s just an hour drive on Highway 180 to the Big Stump Entrance of the park. From there it’s just a short drive to the Kings Canyon Visitor Center.

Accessible parking is located next to the Kings Canyon Visitor Center, with curb-cut access up to the sidewalk and level access over to the building. Inside, there’s plenty of room to maneuver a wheelchair around the ranger information desk, small book store and interpretive exhibits. There’s also level access to a small theater where a film about the park runs throughout the day.

From the visitor center, head over to Grant Grove Drive, which is located off Highway 180, across the street from the road to Crystal Springs Campground. This short but scenic route leads through a Giant Sequoia grove and terminates in the General Grant Tree parking lot. Even if you are unable to navigate any of the trails in the grove, this drive is a must-do, as it boasts several pullouts and offers some excellent windshield views of the grove. It’s a good way to get an up-close-and-personal look at the Giant Sequoias, even if you are unable to get out of your vehicle. The view from the General Grant Tree parking lot isn’t bad either.

Hike Around the Kings Canyon Sequoias

Trail to the General Grant Tree

One of the main attractions in this grove is the impressive General Grant Tree. This 1,700 year-old stately giant is 40 feet wide and towers 268 feet above the grove. And for a closer look, there’s a half-mile loop trail that leads out to the iconic tree.

The paved trail first passes a grove of young sequoias, then circles the gigantic Fallen Monarch sequoia, before it reaches the General Grant Tree midway along the route. Although the trail isn’t entirely level, it’s generally doable for most folks, with plenty of benches to sit and take a rest along the way. That said, the trail that leads around the back of the General Grant Tree is steep and not accessible, but you can still get a nice view from in front of the tree.

After the trail passes the General Grant Tree, it winds around the Gamlin Cabin, which was built in 1872 by a pair of brothers who grazed sheep in the area. The trail then edges by the Centennial Stump (a 16-foot section of this tree was displayed at the 1876 Centennial Exhibition in Philadelphia), and passes by the other end of the Fallen Monarch, before it returns to the parking area. As an added bonus, the grove is shaded, so it makes for a nice stroll even in the midday sun. And it’s the perfect way to top off a springtime visit to the Kings Canyon sequoias.

 

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Wheelchair-Accessible Transportation in Guam

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If you’re looking for wheelchair-accessible transportation in Guam, then look no further than Accessible Van Transportation Services (www.avtsguam.com). They serve all 19 villages in Guam and can provide transfers in a wheelchair-accessible van to all the airports, seaports, and hotels on the island. They also offer customized tours of the island, based on the interests and preferences of their clients. For more information about their services call (671) 898-8695 or e-mail avtsguam@gmail.com.

Spend the Night in Red Canyon Village

Spend the Night in Red Canyon Village

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Cabin 12 at Red Canyon Village

Located about 1.5 miles from the entrance to Red Canyon along Scenic highway 12, Red Canyon Village (www.redcanyonvillage.com) makes a great home base for a Utah national park road trip. It’s just a 20 minute drive to Bryce Canyon National Park so you don’t have to get a 4 AM start to beat the rush. Plus, you can easily wander over to Red Canyon to enjoy the sunset at the end of the day. And since it’s a small complex with some RV spaces and cabins, Red Canyon village is a peaceful and secluded spot to spend the night. Even better — they also have a nice wheelchair-accessible log cabin.

Red Canyon Village

Although there’s a small step up to the front office in Red Canyon Village, just call (435) 676-2243 and the clerk will gladly bring out your key. Log Cabin 12 — the accessible unit — is located a short walk from the office. And although there aren’t any paved parking spaces in the complex, there’s plenty of room to park parallel next to the accessible cabin.

There’s level access to the cabin, which boasts open beams and a wood interior. Access features include wide doorways, laminate floors, lever handles, a lowered clothing rod and good pathway access. The main room is divided into two areas; with the bedroom and living area on one side and a small kitchenette on the other side.

Living area in Cabin 12 at Red Canyon Village

The living area is furnished with a 26-inch high open-frame king-sized bed, which can be moved to allow wheelchair access on either side. Other furnishings include, a nightstand, a mirror, a luggage rack and a loveseat. The kitchenette is furnished with a table, two chairs, a microwave, a refrigerator and a coffee maker. It has everything you need for a snack, a quick meal, or a morning coffee break.

Kitchenette in Cabin 12 at Red Canyon Village

There’s barrier-free access to the bathroom, which is equipped with a roll-in shower with grab bars, a hand-held showerhead and a portable shower bench. It also includes a roll-under sink, and a toilet with a grab bar on the left wall (as seated).

Bathroom in Cabin 12 at Red Canyon Village

Top things off with a roomy paved front porch with plenty of room for a wheelchair, and you’re good to go. There’s also a standard picnic table on a cement pad next to the porch, with room for a wheelchair on the end. And if you forget anything, there’s level access to the The Red Canyon Indian Store and Rock Shop next door.

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New Disney Disability Access System Criteria

New Disney Disability Access System Criteria

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Sleeping Beauty Castle

Changes are coming to the Disney Disability Access System (DAS) hat may affect some wheelchair-users and slow walkers. These changes will go into effect on May 20, 2024 at Walt Disney World, and on June 18, 2024 at Disneyland.

The DAS pass allows guests who cannot wait in long lines to go to the ride and schedule a return time. The biggest change in this system is the criteria for qualification. Previously, all “guests who have difficulty tolerating extended waits in a conventional queue environment due to a disability” qualified for the DAS pass. Under the new system, the qualifications have been narrowed to “guests who, due to a developmental disability such as autism or similar, are unable to wait in a conventional queue for a long period of time.” And although some guests who qualify under the new criteria may also have a physical disability, they must also have a developmental disability that renders them unable to wait in long lines.

How the Program Works

Under the old program, guests could meet with a Cast Member at the Disney parks, have a short interview and then get their DAS. Under the new program, all DAS interviews will be done virtually, and they can be done two to 30 days in advance. In-person registration will no longer be an option. Additionally, professionals from Health Alliance will assist Cast Members to determine a guest’s eligibility for a DAS pass.

After you get your DAS pass, you can reserve a return time on rides through the My Disney Experience Mobile app. Guests can only reserve one wait time; and although they won’t have to stand in line, the return time will be comparable to the current waiting time for that ride or attraction. The DAS pass is good for the length of your ticket or 120 days, whichever is shorter. And it’s only good for a total of four people, unless they are immediate family.

The DAS may not be used for guests with a service animal, unless they meet the eligibility criteria for a developmental disability. Instead, guests with a service animal can use the Rider Switch Program. This program allows guests to split their party, and have half of their party board the ride, then have the rest of the party take the ride when they are done. This program is available to guests who have a service animal that cannot board the attraction or who do not want to use the provided kennel.

Why Did the Disney Disability Access System Criteria Change?

So why the big changes to the Disney Disability Access System? There are basically two reasons for this. Improved access and abuse of the previous system.

Years ago wheelchair-users got front-of-line privileges, usually because the entrances were not accessible. They had to go in the exit or an alternate entrance, and since there wasn’t a line at the exit, well they skipped the queue. Today many theme parks have worked hard to make their rides accessible to as many people as possible, so a separate entrance is not necessary.

And that leads to the second reason. Abuse. There’s no shortage of stories about folks who “faked” a disability in order to get a DAS pass. Basically if you rolled into guest services in a wheelchair — your own or not — you got one. Of course that ruined things for folks who really needed the access.

Once such “incident” involved some Manhattan moms who booked an accessible VIP Disney tour through a Florida tour company, even though nobody in the party was disabled. And they saw absolutely nothing wrong with booking an accessible tour to get what they considered concierge access to the front of the line. As one mom told the New York Post, “This is how the 1% does Disney.”

And after that went public, Disney cut their front-of-line policy for wheelchair-users and went to a more stringent evaluation for the DAS. But the latest change to their plan is just an attempt to fine tune it, and to meet the needs of guests with developmental disabilities who just cannot physically wait in long lines.

And with the entrances to most modern rides now being accessible, it makes for a more inclusive environment at Disney parks. So plan ahead for your next Disney visit so you know what to expect.

 

Five Filming Locations in Arches National Park

Five Filming Locations in Arches National Park

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Skyline Arch viewed from the Devil’s Garden campground in Arches National Park

Arches National Park is filled to the brim with red rocks, arches and scenic beauty. So it comes as no surprise that it’s a top pick as a Hollywood filming location. The results are some stunning backdrops and jaw-dropping views added to the big screen. And the good news is, many of these sites are pretty easy to find. So take some time to scout out these Hollywood filming locations in Arches National Park on your next visit.

A Little Primer

Moab Museum of Film and Western Heritage

Before you visit the park, plan a stop at the Moab Museum of Film and Western Heritage (moabmfwh.com), which is just a short scenic drive down Highway 128 at Red Cliffs Lodge. Not only will it help you appreciate the complexities of filming on location, but it will also give you some fun inside stories on the productions filmed in the area.

There’s accessible parking in front of the lodge, and although the museum is located down a flight of stairs, there’s an alternate accessible entrance. From the accessible parking space, follow the sidewalk on the left, down around the building to the level back entrance. Inside you’ll find a hallway lined with movie posters, with the museum at the end of the hall on the right. There’s level access to the museum, with good pathway access to all the exhibits.

Take some time to watch the introductory video that details the history of filming in the area and includes some fun facts, stories and recollections about the flicks. The museum is jam packed with memorabilia from the over 120 movies shot in the area, including City Slickers II, Back to the Future III, Thelma and Louise and Indiana Jones and the Last Crusade. Don’t miss the Geena Davis stunt dummy that survived the final crash in Thelma and Louise, or the license plate from the Shaguar in Austin Powers Goldmember. Add in a large collection of photographs, movie posters and memorabilia and you have a complete picture of the filming history in the area. And the best part is – there’s no admission charge to this fun and funky museum.

Filming Locations in Arches

Park Avenue Viewpoint

Park Avenue Viewpoint in Arches National Park

Located about two miles from the park entrance, Park Avenue Viewpoint is the first stop on this filming locations in Arches scenic drive. The opening scenes of Indiana Jones and the Last Crusade were filmed here. Just picture a group of boy scouts — including a youthful Indy –riding their horses through the desert against this magnificent backdrop. There’s accessible parking near the paved 200-foot trail out to the upper viewpoint, where you’ll get a good view of the towering formations that resemble the skyscrapers of Manhattan.

Courthouse Towers

Courthouse Towers in Arches National Park

Just down the road you’ll find Courthouse Towers, the next stop on this Arches filming locations tour. A memorable scene from Thelma & Louse was filmed nearby. It begins as the pair is stopped by a police officer in the middle of nowhere, and concludes when the gals get the officer’s gun and later lock him in the trunk of his car. Just look down the road and try to imagine it all unfolding. There’s accessible parking in the small lot with level access to viewpoints on both sides, so you’ll have a variety of vantage points for a good view.

Balanced Rock

Balanced Rock in Arches National Park

Balanced Rock, which is located just south of the intersection of Arches National Park Road and The Windows Road, is one of the most popular stops in the park. It was also a filming site for Rio Conchos starring Stuart Whitman and Richard Boone in 1964. The infamous rock can be seen in the background in several scenes, but is most prominent in the camping scene. There’s accessible parking in the small lot near Balanced Rock, with curb-cut access up to the interpretive plaque. From there you’ll get an excellent view of this Arches favorite.

Double Arch

Double Arch in Arches National Park

Located in the Windows Section of the park, Double Arch was another filming site for Indiana Jones and the Last Crusade. Again in the beginning of the movie, River Phoenix runs down the hill in front of the arch, after encountering some grave robbers. There’s accessible parking near the trailhead, and the .3-mile trail leads out to this unique arch. It may be doable for some slow walkers and power wheelchair-users, but manual wheelchair-users may require assistance with the first steep grade. And even if you can’t do the trail, you’ll still get a good view of Double Arch from the trailhead.

Devils Garden Trail

Devil’s Garden Trail in Arches National Park

Last but no least on our list of filming locations in Arches is the Devils Garden Trail, which is located at the end of the Arches National Park Road. Although the entire length of this tail is not accessible, the first 100 yards offers some dramatic views for wheelchair-users and slow walkers. It was also the filming site for Taza Son of Cochise. More specifically the scene where the US Calvary was ambushed by the Indians was shot here. Just imagine the troops advancing through the fin, only to be cut down in the attack. The first part of this trail is a must-see, as you don’t often find wheelchair-accessible canyon walks.

Insider Tip

In an effort to better manage the crowds at Arches National Park, entrance reservations are required during the peak visitation season. These reservations are not available for purchase at the park entrance. They must be purchased in advance at www.recreation.gov. And even if you have a national park pass you still need an entrance reservation to enter the park between 7AM and 4PM.

That said, the park is absolutely gorgeous in the early morning hours; so if you don’t happen to score an entrance reservation get there before 7AM. As an added bonus, you’re find fewer people there at that hour, and you won’t have to search in vain for parking at the popular stops. For more information about the required entrance reservations, visit emerginghorizons.com/national-park-entrance-reservations-required-in-2024/.

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Power Beach Wheelchairs on Alabama Beaches

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If you’ve always dreamed of enjoying some fun and sun on the beach, but thought it was impossible because you use a wheelchair, then think again. Thanks to an enterprising man on the Gulf Coast, power beach wheelchairs on Alabama beaches are a reality for wheelchair-users and slow walkers..

A Man With a Plan

After retiring to the Gulf Coast, Jerry Nasello was diagnosed with ALS. A diehard beachgoer, Nasello was devastated, but he was also determined to find a way to navigate over the sand without walking. He remembered a power beach wheelchair that he once saw in California, and his analytical mind went to work and he created his own version. And over the years he improved it, so he and other wheelchair users could hit the beach.

His first model used PVC pipe, but subsequent models incorporated lightweight metal frames and non-corrosive alloys into the design. He then added an upholstered seat and a joystick for steering for the perfect beach access solution for wheelchair-users and slow walkers. And shortly thereafter he started a company and began renting his fleet of power beach wheelchair to others.

New Owners Continue The Dream

Sadly Jerry is no longer with us, however his power beach wheelchairs on Alabama beaches are still a reality. Today Stacy and Tim Collings own Beach Power Rentals (www.BeachPowerRentals.com) which offers rental power beach wheelchair in Gulf Shores, Fort Morgan and Orange Beach. You can rent them by the day, week or month, and delivery is available for an extra charge. It’s the perfect solution for folks who have level or ramped access to a beach near their accommodations. And if you also need a beach umbrella, manual beach wheelchair, a scooter or a shower chair, they can deliver those too.

Additionally, they can make adjustments to the power beach wheelchairs based on individual needs. They can mount the joystick on either side, or take it off to allow a companion to steer it. They can also adjust the length, height, width and rotation of the footrests. And if there are other adjustments that you need, just let the folks at Beach Power Rentals know, and they will do their best to make it happen.

So get ready to hit the beach in a power wheelchair on your next Gulf Shores visit.

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Escape to the Monterey Peninsula

Escape to the Monterey Peninsula

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Located on the Monterey Peninsula, Asilomar Conference Center (visitasilomar.com) dates back to 1913, when it opened its doors as a YWCA leadership camp. Over the years the 107-acre beachfront campus morphed into a full service conference facility. That said, remnants from the past remain, as 11 of the original Julia Morgan buildings dot this refuge by the sea. And although the venue is an excellent choice for a conference, reunion or retreat, Asilomar is also a good pick for a leisurely seaside getaway. As an added bonus, since Asilomar Conference Center is located on a state beach (www.parks.ca.gov/?page_id=566), a good deal of attention has been paid to access, so it’s also a great option for wheelchair-users and slow walkers.

Spend the Night

The “Stuck-Up” Inn at Asilomar Conference Center

Built in 1913, the Phoebe Apperson Hearst Social Hall originally housed a classroom, the library and a gift shop. Today this Julia Morgan building serves as a lobby, front desk and information center for this favorite Monterey Peninsula lodging choice.

There’s accessible parking in the adjacent lot with barrier-free access to the building. Inside there’s plenty of room to roll around the thick redwood floor to the front desk. Although the building serves a utilitarian purpose, take some time to admire the architecture; from the massive stone fireplace to the exposed redwood beams.

Although Asilomar has added some modern rooms over the years, two of the accessible rooms are located in a historic building, close to the social hall. Nicknamed the Stuck-Up Inn, this building was once home to a group of college women who thought the menial work they were hired to do was beneath them. Accessible parking is located near the front entrance and there is ramped access up to the front door. The large common area features plenty of room to wheel around, and it has an accessible public restroom.

Accessible rooms 401 and 413 both feature good pathway access, and hardwood floors for easy rolling. One room is furnished with a full bed, while the other offers two twin beds. And both bathrooms are nicely equipped with a roll-in shower with a hand-held showerhead, grab bars and a fold-down shower bench. Other access features include plenty of room to maneuver a wheelchair, and toilet grab bars. A plastic shower bench, and a toilet seat riser with attached grab bars can also be added to these — or any other — rooms upon request.

Inside the Stuck-Up Inn

Explore the Area

Asilomar is definitely the place to reflect and commune with nature; in fact it’s not unusual to look out your window and see deer grazing in the surrounding woodlands. That said, take some time to get out and discover what the conference center itself has to offer.

Although the property is hilly in places, an accessible shuttle service is available. This ramp-equipped van is available 24 hours a day to transport guests and their luggage anywhere on the property. Just Dial 0 on any house phone or call the front desk (831-372-8016) from your cell phone.

Merrill Hall at Asilomar Conference Center

Several of the historic Julia Morgan buildings now boast modern access features. These include Merrill Hall, the Crocker Dining Complex and the Chapel. And if you work up an appetite while exploring the grounds, Phoebe’s Cafe in the social hall offers a selection of sandwiches, salads, beverages and sweet treats. There’s also an accessible picnic and campfire area, as well as a lift-equipped pool on the grounds.

Dune boardwalk at Asilomar Conference Center

Of course the best thing to do at Asilomar is to enjoy the natural surroundings. The accessible Dunes Boardwalk begins near the Crocker Dining Complex and travels over the dunes for a quarter-mile to the rocky ocean shore. And if you’d like a longer hike, the Coast Trail begins just north of the conference center. This accessible one-mile trail runs along the coast and offers some gorgeous ocean views. If, on the other hand, you’d like to explore the beach, a beach wheelchair is available for loan at the front desk. In the end, there’s no shortage of ways to enjoy this accessible slice of the Monterey Peninsula.

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A Wheelchair-Accessible Portugal Villa

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If a trip to Portugal is on your travel wish-list, then check out this wheelchair-accessible villa in the Algarve. The four-bedroom unit can accommodate up to seven adults and two toddlers. It’s equipped with an accessible bathroom that’s outfitted with a with a roll-in shower with grab bars and a hand-held showerhead. A shower-commode chair and a toilet-riser are also available; and the bathroom also has an accessible vanity area as well as a lowered mirror. There’s good access to all the public spaces including the fully equipped kitchen and the patio and BBQ area. And the swimming pool is even equipped with a battery-powered lift.

Airport transfers from the Faro airport are also included with this wheelchair-accessible Portugal villa rental. They are available in a wheelchair-accessible Renault Kangoo. There are two of these vehicles, and one can accommodate four passengers and a wheelchair, while the other can take three passengers and a wheelchair. Both vehicles have ramps and tie-downs. And although they do not rent the vehicles, they are available for use with the rental of the villa.

There is also a variety of medical equipment available for rent. The list includes, power wheelchairs, manual wheelchairs, scooters, walkers, an alternating pressure mattress, a bath lift, an electric hoist and oxygen equipment. And if you need nursing care, that can also be arranged. It’s a very accessible and inclusive rental package.

For more information about this wheelchair-accessible Portugal villa, call (+351) 919 032 377, e-mail info@algarve-vacations.com or visit www.algarve-vacations.com/.

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new united wheelchair sizing tool unveiled

New United Airlines Wheelchair Sizer Tool Unveiled

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A new United Airlines wheelchair sizer tool was recently unveiled. This digital tool enables wheelchair-users to select flights that can accommodate their specific assistive devices. Why is this important? Well, some larger wheelchairs will not fit through certain aircraft cargo doors without being titled to the side or back. And in some cases, tilting those wheelchairs could seriously damage them.

The Wheelchair Sizer Tool

So how does this new United Airlines wheelchair sizer tool work? Well basically you enter your flight criteria on the United Airlines website or app, then all the flights that meet your criteria are returned. Next you click on the “wheelchair” tab in the top right, and enter the dimensions and battery type of your wheelchair. Finally, click on “check size” and the tool will return all the flights that can accommodate your wheelchair.

And here’s the great part. If you aren’t able to take your preferred flight because your wheelchair won’t fit through the cargo door, and there are other more expensive flights that can accommodate your wheelchair, you can get a refund of the fare difference.

New United Airlines Wheelchair Sizer Tool Result of ACAA Complaint

So why did United Airlines develop this new wheelchair sizer tool? Well, it was all the result of an Air Carrier Access Act (ACAA) Complaint, and a subsequent settlement agreement between the Department of Transportation (DOT) and United Airlines.

The original ACAA complaint that triggered the DOT investigation was filed by Engracia Figueroa. Unfortunately United Airlines damaged her customized wheelchair and left her sitting in an airport wheelchair for five hours. And perhaps if she knew that she had other flight options, she would have taken an alternate flight, where her wheelchair didn’t have to be twisted, turned and tilted to fit through the cargo door. And all that manhandling was what damaged her $30,000 assistive device.

Sadly Ms. Figueroa’s story had a tragic ending. United initially refused to replace her wheelchair, and although Ms. Figueroa fought this decision, it took a toll on her. She subsequently developed a pressure sore as the direct result of improper seating, and by the time United Airlines finally agreed to replace her wheelchair, it was too late. Ms. Figueroa died from a subsequent infection on October 31, 2021.

Trial Program at IAH

Another provision of the DOT settlement agreement requires United Airlines to implement a six-month pilot program at George Bush Intercontinental Airport (IAH). This trial program will explore additional equipment and service options that can be used to accommodate passengers who have had their customized wheelchairs damaged or delayed.

Specifically, this program focuses on the time frame between a customer’s arrival at the airport and the time that United returns their wheelchair or provides an appropriate loaner. The goal is to make extended waits — like Ms. Figueroa had — safer and more comfortable. To that end, United is equipping their IAH loaner wheelchairs with Permobil cushions, in order to improve comfort and stability. Additionally, the airline is also reimbursing customers for transportation expenses, should there be an extended wait for the return of their assistive service. That way they can opt to wait in a more comfortable setting, such as a hotel or their own home.

The DOT has agreed to close its investigation of the ACAA complaint filed by Ms. Figueroa, in  return for the implementation of these new wheelchair policies. An although it’s great to see these improvements, they wouldn’t be in place had it not for Ms. Figueroa’s ACAA complaint. So remember that the next time you encounter access problems while flying. Filing an ACAA complaint won’t personally help you, but it could help effect change. You can file a ACAA complaint at https://secure.dot.gov/air-travel-complaint.

And lest you think that it’s no big deal, remember that the ACAA has been in effect since 1986. We shouldn’t still be having these problems today. File that complaint if you encounter access-related issues .

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