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Can I Store a Wheelchair in the Aircraft Cabin?

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I’m planning to fly from San Francisco to Miami to see my sister next year, and I use a manual wheelchair. I have heard such horror stories about wheelchairs being damaged in the baggage compartment, and I’m wondering if I can store a wheelchair in the aircraft cabin? Is this possible and if so, do I need to make advance arrangements to do this.

What the Law Says

Under the Air Carrier Access Act (ACAA), US aircraft with 100 or more passenger seats are required to have a priority stowage space for manual wheelchairs. This can be in the onboard closet or strapped to unused seats.

If the stowage space is in the closet, there must be room for one typical adult size folding chair. The dimensions of that space must be at least 13 inches by 36 inches by 42 inches. If the manual wheelchair does not fit in the prescribed area while it is fully assembled, the wheels or other components may be removed to make it fit. The removal must be done without any tools, and afterwards you can store the removed components with your carry-on luggage.

It should be noted that wheelchair stowage takes priority over all other items, including crew luggage; and it’s the crew’s responsibility to move their luggage and clear the space.

The airline can also opt to use the seat strapping method to stow a manual wheelchair in the aircraft cabin. If this method is used, there must be room for two manual wheelchairs.

At the Airport

There’s no advance notice required to store a wheelchair on the airplane, but it should be noted that priority wheelchair stowage space is only guaranteed if you preboard the aircraft. If you board during general boarding, you will have to compete with the other passengers for the onboard storage space, so it’s extremely important that you preboard.

Additionally, since there is only one wheelchair stowage space per aircraft in the onboard closet, it pays to be the first one to board the aircraft. So don’t wander away from the boarding area, and when boarding time approaches, make sure you are visible to the crew, so you won’t be forgotten.

It’s also important to note that wheelchairs or any other assistive devices are not counted as carry-on luggage.

If you encounter any problems when you ask to store a wheelchair in the aircraft cabin — such as the crew refusing to relocate their luggage — don’t hesitate to ask for the Complaints Resolution Official (CRO). These airline employees are trained to handle disability-related problems, and they will make sure that the ACAA rules are followed. For more information about the CRO, visit emerginghorizons.com/flying-with-a-wheelchair-remember-the-cro/.

And for more tips on flying with a wheelchair, visit emerginghorizons.com/flying-with-a-wheelchair-air-travel-tips-and-more/.

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Wheelchair-User Nabbed for Smuggling at ORD

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Last month Elaine Perez-Pena was arrested at O’Hare International Airport for smuggling cocaine. I guess that’s not big news by itself, but to add a little twist to the story, Perez-Pena is supposedly a wheelchair-user — or at least she had a wheelchair in her possession at the time of her arrest. She later admitted that she really didn’t physically require a wheelchair, and the only purpose of her assistive device was to conceal illegal drugs.

Cocaine in the Cushions

So here’s how the smuggling bust went down. Perez-Pena was selected for a secondary inspection after she deplaned in Chicago, not because she was a wheelchair-user, but because she was previously convicted of drug smuggling in 2022. So they gave her luggage a through once-over, and put her wheelchair through the x-ray machine. Although nothing was found in her luggage, there were some abnormalities in the wheelchair cushions X-rays. Subsequently a drug-sniffing dog alerted to the wheelchair, so the authorities tore it apart and found an impressive 14 kilograms of cocaine.

This incident was quite a step up from her last endeavor in 2021, when she concealed a mere three kilograms of cocaine in her luggage on her return from the Dominican Republic. She pleaded guilty to that offense and ended up with “time served” which was about nine months in jail. Perhaps she’ll be in custody a little longer for this offense.

Increased Scrutiny for Wheelchair-Users?

Of course since Perez-Pena used a wheelchair to smuggle her goods, many folks are wondering if wheelchair-users will now receive closer scrutiny when passing through airport security checkpoints in the US? I don’t really think so. Don’t get me wrong, I’m sure every TSA employee in the country is aware of this wheelchair-related bust, so they’ll be more aware of the possibility that assistive devices can be used to conceal drugs. That said, Perez-Pena isn’t the first person hide contraband in a wheelchair, so I think this incident will serve as a gentle reminder rather than a great revelation.

For example, in September 2024, a passenger’s power wheelchair was flagged for secondary screening at George Bush Intercontinental Airport, due to unusually large cushions. After an x-ray revealed a hidden metal compartment, the wheelchair was more closely examined and 12 kilos of cocaine were uncovered.

And then there was the traveler at JFK International Airport in New York, who tried to hide over $450,000 of cocaine in her wheelchair wheels. She was flagged for secondary screening when a TSA agent noticed that some of her wheelchair wheels were not turning. That was a big red flag!

So although wheelchair-users may receive a closer look from TSA agents, they probably won’t be flagged for a more intensive screening unless some anomalies are spotted. Or if the wheelchair-user happens to be a convicted smuggler.

What to Expect at Security Checkpoints

Security checkpoints are a necessary evil of modern airline travel, but on the plus side the TSA has specific guidelines about how to professionally and respectfully screen wheelchair-users.

And although TSA PreCheck can help streamline the process a bit, there are still some limitations of that program for wheelchair-users. The good news is that you don’t have to remove your shoes, belts, laptops or liquids when you go through the TSA PreCheck line. And that makes the whole screening process a lot easier for everyone.

That said if you cannot stand and walk through the metal detector — in any line — you will need to undergo a manual pat down. And if there is any sort of flag or alarm during the pat down, then your personal property, carry on and wheelchair may be subject to additional screening. So suffice it to say that if your cushion looks like an overstuffed chair, or the wheels on your wheelchair don’t turn, then it’s off to the x-ray machine for your equipment. And most likely a drug-sniffing dog will also be called in to check your personal property if you are suspected of smuggling.

But for the majority of wheelchair-users, the security checkpoint won’t present any problems. That said, it pays to be prepared, so check out these handy tips before you hit the security checkpoint on your next trip. (https://emerginghorizons.com/the-disabled-traveler-and-airport-security).

2025 Air Carrier Access Act Updates

2025 Air Carrier Access Act Updates

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Enacted in 1986, the Air Carrier Access Act, covers access-related travel issues on all US airlines, and on foreign airlines on flights to and from the US. And as with many regulations, it’s continually updated. The 2025 Air Carrier Act updates include minor wording changes and definitions, updated training requirements, and some specific changes in existing regulations. This update of the regulations focuses mainly on preventing and mitigating wheelchair damage, and providing timely and appropriate repairs when it does occur. Here are the highlights of what to expect in 2025. These 2025 Air Carrier Access Act Updates will take effect January 16, 2025 unless otherwise noted.

Notification upon Loading Wheelchair

As of December 17, 2025, airlines covered by the Air Carrier Access Act will be required to notify passengers when their assistive devices have been loaded and unloaded from the cargo hold.

Publication of Cargo Hold Dimensions

Airlines will be required to publish the dimensions of their cargo holds — and any limitations they may have — on their websites. This applies to all the aircraft in their fleet.

Prompt Return of Delayed Assistive Devices

As of June 6, 2025 airlines will be required to deliver delayed assistive devices within 24 hours for a domestic flight, 12 hours for an international flight, and 30 hours for a long international flight (more than 12 hours). The passenger will have the choice of picking up the delayed assistive device at the airport or having it delivered to a reasonable location.

Reimbursement For Accessible Ground Transportation

Passengers will be reimbursed for accessible ground transportation should they decide to pick up their delayed assistive device at the airport.

Prompt Repair or Replacement of Damaged Assistive Devices

As of March 17, 2025 carriers must offer passengers a choice in regards to repair or replacement of damaged assistive devices. Passengers can opt to have the carrier arrange for repair or replacement, or the passenger can arrange for repair or replacement at their chosen vendor. If the latter option is chosen, the carrier will transport the assistive device to the repair location and pay for the needed repairs.

It should be noted that the Montreal Convention still remains in effect for the liability limits for assistive devices damaged or lost on international flights. The carrier liability limit for this is $1731.

Appropriate Loaner Wheelchairs

If the airline provides a loaner assistive device because of loss or damage, and it does not meet the passenger’s needs, the passenger can find an appropriate substitute elsewhere. If this happens, the airline must reimburse the passenger for the rental within 30 days. The airline can require receipts, invoices or other documentation.

Rebooking Requirements for Service Failures

If a passenger’s assistive device will not fit into the cargo hold, the airline must book the passenger on the next available flight that can accommodate it. This will be done at no additional charge, even if a partner carrier is used.

New Onboard Wheelchair Standards

Finally, the 2025 Air Carrier Access Act updates include requirements for new safety standards and accessibility features for on-board wheelchairs. These include adequate padding, locking wheels, restraints and new size requirements. They go into effect for new aisle chairs purchased on twin aisle aircraft and aircraft with over 60 seats on October 2, 2026. And they go into effect for all other covered aircraft on October 2, 2031.

For more information about your rights under the Air Carrier Access Act, visit https://emerginghorizons.com/the-disabled-air-travelers-bill-of-rights/

 

How to Resolve a Wheelchair-Access Travel Complaint

How to Resolve a Wheelchair-Access Travel Complaint

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Ever wonder why some people end up with upgrades and refunds whenever they make a wheelchair-access travel complaint, while others walk away with zero compensation? Truth be told, it’s all in the details. Knowing when to complain, how to complain and who to complain to are the keys to not only resolving the issue at hand, but also to receiving adequate compensation for your inconvenience. So the next time you encounter an access-related problem on the road, follow this roadmap for prompt resolution and adequate compensation.

Save Your Trip

The first and foremost rule about making a wheelchair-access travel complaint is to address the problem at hand. If your wheelchair arrives damaged, request a suitable loaner from the airline. If that supposedly accessible bus arrives but has two steps, request an appropriate replacement. If you arrive at a hotel to find that they gave your accessible room away, have them find you one at another property. Try and remedy the access shortfall, so you can salvage your vacation and enjoy the rest of your trip.

Additionally, you should try to prevent further damage. In other words, don’t throw the baby out with the bathwater. For example, if you miss a connection because the airline didn’t have a wheelchair waiting at the gate for you, don’t just throw in the towel. Work with the airline to get on the next available flight, so you can at least enjoy part of your vacation.

Don’t be afraid to address your loss while you are trying to mitigate damages, but don’t put a dollar price tag on it. For example, in the case of the missed connection, if the next available flight isn’t until late at night, don’t be afraid to point out that you are missing a whole day of vacation because of their error. And then ask if perhaps an upgrade is available. Keep in mind, this doesn’t wipe the slate clean, but it will make your travels more comfortable.

It’s also a good idea to jot down a few notes about the incident while it’s fresh in your mind. Write down times, dates and names if you have them. Then, put the notebook away, and don’t dwell on the incident. Enjoy what’s left of your vacation, then address the matter when you return home.

When You Return Home

The time to file an official wheelchair-access travel complaint with a service provider is after you return from your trip. And although every situation is different, here are some tips to help you approach the official complaint process.

  • Although it’s easy to pick up the phone, your complaint will receive more attention if you put it in writing.
  • Address the appropriate person. Don’t start with the President or CEO, but instead begin at the bottom and work your way up. You want to be able to show that you followed the company’s complaint procedure in an effort to resolve your accessibility issue.
  • Keep your complaint letter short and to the point. It should be no longer than one page. Avoid superfluous details and get to the point quickly.
  • Keep it polite, professional and G-rated. Abstain from vulgarities and name-calling.
  • Have someone who isn’t emotionally invested in the incident proofread your letter for clarity.
  • Never threaten to sue or to file an Americans with Disabilities Act (ADA) complaint in your initial complaint. This just creates an adversarial situation and makes the matter harder to resolve.
  • If you are going to quote the law, make sure you know the law.
  • Make sure and enclose all documentation, including receipts and photos.
  • Most important, ask for some type of resolution. Don’t be afraid to ask for specific compensation, but be realistic. If you’re reasonable with your request, most companies will be generous in their response.

Make it Official

You should also file an official ADA or Air Carrier Access Act (ACAA) complaint when you return home. This can be done in addition to your complaint with the provider, and even if you received compensation from them. This type of a complaint won’t get you anything personally, but it may help effect change.

The Department of Justice (DOJ) and the Department of Transportation (DOT) look for patterns, and the number of complaints against individual companies. If they see a lot of a certain type of complaint, they can issue fines and directives to help avoid future access-related failures. And that in turn may lead to better compliance in the future.

Plus it’s pretty easy to file an official wheelchair-access travel complaint.

If your issue involves travel on a US airline anywhere in the world, or on a foreign airline on a flight to or from the US, then you can file an ACAA complaint. Details about the complaint process can be found at www.transportation.gov/airconsumer/complaints-alleging-discriminatory-treatment-against-disabled-travelers. And the complaint form is located at secure.dot.gov/air-travel-complaint. It’s also a good idea to check out this primer (emerginghorizons.com/the-disabled-air-travelers-bill-of-rights) on your basic rights under the ACAA before you file a complaint.

If your issue involves physical access at a hotel, attraction, restaurant, outdoor area or venue in the United States, then you can file an ADA complaint. Information about an ADA complaint can be found at www.ada.gov/file-a-complaint.  And the online form is located at civilrights.justice.gov/report.

Filing an official complaint is the final step in the process. And again, although it won’t benefit you personally, it can help to make the world a more accessible place.

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Flying With a Service Animal? Here’s What You Need to Know

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Under the Air Carrier Access Act (ACAA), US airlines are required to accept service animals on all their flights. Additionally, foreign air carriers are required to accept service animals on all flights to and from the US. Psychiatric service animals are treated the same as service animals under the ACAA. Additionally, after the ACAA update in 2021, airlines are no longer required to accommodate emotional support animals. They are now treated as pets and are subject to pet rules and additional charges. So here’s what you need to know about flying with a service animal.

What is a Service Animal?

Under the law, a service animal is defined as a dog that is trained to do a specific task or tasks for a person with a disability.  Miniature horses are no longer accepted under the ACAA. And under no circumstances are US airlines required to accept unusual species, such as snakes, other reptiles, ferrets, rodents and spiders. Foreign carriers, that fly to and from the US are also required to accept dogs as service animals.

Service animals must be at least four months old; and air carriers are not required to accept service animals in training. There are no breed or weight restrictions; and although most passengers only travel with one service animal, two are allowed if they perform different tasks for the passenger. Additionally, airlines cannot restrict the number of service animals on any flight.

What Documentation is Required?

Airlines can require passengers flying with a service animal to submit DOT designed forms that attest to the service animal’s health, behavior and training. Additionally they can require attestation that the service animal will not need to relieve itself, or can relieve itself in a sanitary manner, on flights over eight hours. This documentation must be submitted at least 48 hours prior to departure.

Although most airlines process these DOT forms seamlessly on their own websites, a few use  third-party vendors to accomplish this task. And although the same 48-hour advance notice is required, sometimes it’s difficult for third-party vendors to process the forms within this time frame. Check the airline website and allow yourself plenty of extra time if they use a third-party vendor.

Airline personnel are also allowed to seek credible verbal assurance from passengers that they have a disability and require a service animal. If the passenger’s disability is not apparent, airline personnel may question the passenger to determine their need for a service animal, even if the animal has a harness, tag or vest. And finally, if the airline refuses to accept an animal as a service animal, they must explain the reason, and provide written documentation of that decision within 10 days.

Additional Documentation Beginning August 1, 2024

Beginning August 1, 2024 any dog entering the US (including service animals) must also meet the new Centers for Disease Control and Prevention (CDC) requirements. All dogs must:

  • Be at least six months old
  • Be healthy and disease-free
  • Have an ISO-compatible microchip
  • Have a U.S.-Issued Rabies Vaccination form (completed by a USDA-accredited veterinarian) or USDA -endorsed export certificate
  • Have a completed CDC Import Form receipt

Dogs entering the US must receive the rabies vaccine at least 28 days before entry.  It’s recommended that handlers carry duplicate copies of all forms, in case border agents need to retain a copy. Additionally, if a dog is deemed to have a contagious disease by border agents, then additional testing, examination and isolation may be required at the owner’s expense.

These requirements are for animals that are visiting or returning from rabies-free countries. There are additional requirements for animals coming from high-risk rabies countries. For more information about the CDC requirements, visit https://www.cdc.gov/importation/dogs/enter-the-us.html.

In the Air

Passengers who fly with service animals are allowed to preboard the aircraft; and the service animal must remain tethered and under the passenger’s control for the entire flight.

Passengers who fly with a service animal are guaranteed bulkhead seating under the ACAA; however they are permitted to sit anywhere on the aircraft, except the emergency exit rows. The service animal must not obstruct the aisle or other areas that must remain clear under FAA safety rules. Additionally, the service animal must fit in the handler’s lap or in their foot space, and it must not encroach on another passengers space. If this is a problem, the airline must allow the handler and the service animal to move to another seat where the animal can be accommodated; however they are not required to upgrade the passenger.

Last but not least, service animals must behave appropriately aboard the aircraft, which is usually not an issue for properly trained service animals. And when the airplane lands, airlines are required to provide service animal relief areas for passengers with a service animal. For more information about the updated ACAA that went into effect in 2021, visit https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382

Other Considerations

Last but not least, it’s important to understand that most foreign countries also have  specific health requirements for all animals — including service animals — that enter the country. This is in addition to any DOT requirements for service animals. For example, even though the DOT forms require information about the animal’s rabies vaccination status, an additional health certificate may be required at the port of entry. Every country is different, and these requirements  change often.  For more information on specific country requirements, visit https://www.aphis.usda.gov/aphis/pet-travel/take-pet-to-foreign-country. Do your research and plan ahead to avoid disappointment.

 

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New Accessible Airline Lavatory Rule — When Will it Happen?

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New Accessible Airline Lavatory Rule — When Will it Happen?

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Nearly a year ago, on July 26, 2023, the Department of Transportation (DOT) announced a new accessible airline lavatory rule. Unfortunately it will still be many years before single aisle aircraft with more than 125 seat have accessible lavatories, but at least it’s a start. The rulemaking process has been going on for quite some time and the DOT took into consideration comments from consumers, airlines and disability organizations.

So here are the highlights of the final accessible airline lavatory rule, along with a timeline for when you can expect to see some changes.

Lavatory Interiors

Under the new rule, US single aisle aircraft with more than 125 seats must include the following features in their lavatories. These features will be required on new aircraft delivered three years after the effective date (2023) of the rule.

  • Grab bars
  • Accessible faucets
  • Accessible call button
  • Accessible door lock
  • Room for onboard wheelchair
  • Ample toe Clearance
  • Privacy screen if door is not able to be closed

So basically you can expect to see start seeing these features in 2026.

But there is a catch. The usual life of a commercial commuter aircraft is 25 years, so only 4 percent of the fleet is replaced annually. This figure is from the DOT. If they start replacing aircraft with ones that include accessible lavatories in 2026 (as required), the entire fleet will not be outfitted with them until 2051. And during that interim time, passengers will not know if they have an accessible lavatory until they board the aircraft.

Onboard Wheelchairs

The new accessible airline lavatory rule also includes a provision that the onboard wheelchair must be maneuverable into the lavatory, so that the wheelchair-user will be able to completely close the door. This also applies to single aisle aircraft with over 125 seats.

Again, aircraft are not required to be retrofitted, and the same timeline applies, so this would begin in 2026 and be fully implemented in 2051.

Accessible Lavatory Space

Perhaps the biggest change with the new accessible airline lavatory rule is the requirement for accessible lavatories to have ample space for a person with a disability and an attendant. More specifically the lavatory must have enough room for two males in the 95th percentile of height and weight (6 ft. 2 in., 246 pounds). That’s a pretty large space and it would make airline lavatories truly wheelchair-accessible. And as with the other regulations this applies to single aisle aircraft with more than 125 seats.

But there is a different implementation time frame for this requirement. Specifically, it’s for aircraft ordered 10 years or delivered 12 years from the effective date. That means this would start in 2036 and 2038, and would be fully implemented in 2061 and 2063. And in the interim you won’t know in advance if your aircraft has a lavatory with this extra space.

To be fair, the preliminary rule required implementation in aircraft ordered 18 years from the effective date or placed into service 20 years from the effective date. On that timeline the fleets would be fully outfitted with accessible lavatories in 2069 and 2071.

I addressed the timeline issue in my public comments to the DOT, as did other folks, so at least they listened a bit. But rulemaking is always a process of give and take.

So bottom line, we will start to see some minor accessibility changes in 2026, with full implementation of this rule in 2071. It’s definitely a step forward, but it’s really for future generations. But then again, so was the ADA. Justin Dart was a visionary but he certainly didn’t live to see the strides in accessibility we have made since the first days of his activism.

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 .

Great_Seal_of_the_United_States

Flying with a Wheelchair? Remember the CRO

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Flying with a wheelchair for the first time can seem pretty intimidating. That said, it doesn’t have to be. As they say, knowledge is power, and in this case that knowledge comes from the Air Carrier Access Act (ACAA). Not only does this legislation spell out the rules of accessible air travel in the US, but it also covers air travel for foreign airlines on direct flights to and from the US. Additionally it mandates an on-site problem solver for accessible air travel problems. This problem solver is called the Complaints Resolution Official, or the CRO for short. So before your next flight, it pays to learn about the ACAA and the CRO. Not only will this help you know what to expect when you fly, but it will also give you a valuable resource should things go wrong.

Learn the Law — The ACAA

Many people incorrectly believe that air travel in the US is covered by the Americans with Disabilities Act (ADA). It is not. It is covered under the ACAA, which actually predates the ADA. And it specifically lays out the rules for accessible air travel on US airlines, as well for foreign airlines on flights to and from the US.

And the good news is that this piece of legislation is written in a user-friendly format. In other words it’s not a jumble of legal terms and phrases, but instead it’s presented as a series of questions and answers about accessible air travel. It covers everything from airport assistance and boarding, to seating, wheelchair stowage and even wheelchair damage. And the best thing that you can do to prepare yourself for your flight is to read the ACAA in it’s entirety at www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382

Reading this legislation is especially important if it’s your first time flying with a wheelchair. Why? Because it will give you a good idea of what to expect when you get to the airport, board the airplane and even arrive at your destination. And once you know what to expect, you will also know when something is going wrong. That’s when the CRO comes into play.

Ask for the CRO — Your Problem Solver

The ACAA also mandates that covered airlines must have a CRO on duty during their operating hours. They can have the CRO available in person or by phone, but they do have to be available when someone requests one. These employees know the ACAA and they have the power to solve problems on the spot. They have the power to overrule every other airline employee — including third party contractors — except the captain of the aircraft.

Once you know the rules for accessible air travel, you will also know when something isn’t going according to the rules. And that’s when you need to speak up for yourself. For example, if an airline employee says that wheelchair-users are not allowed to have aisle seats, and instead insists that you have to sit by the window, then you need to ask for the CRO. In this case, it would first be a good idea to first tell the airline employee that under the ACAA, the only place a wheelchair-user can’t sit is the emergency exit row. And if you still get push back, ask to speak to the CRO.

Now if the airline employee doesn’t know who or what the CRO is, ask to speak to a supervisor. The supervisor definitely knows who the CRO is, and in fact they may even be a CRO. Sometimes inexperienced employees don’t know about the CRO, so don’t be afraid to work your way up the chain of command.

It’s also a good idea to bookmark the ACAA, so you will have easy access to it when you travel. Then if you run into something questionable, you can easily pull it up and show it to the airline employee. Sometimes that works, but in the end the CRO is your best source for immediate resolution.

File an Official Complaint

Although the CRO is the person that can help solve your access related problems on the spot, there are a few more things you should do if you encounter difficulties when you are flying with a wheelchair. Of course first and foremost, you need to address the issue at hand, and try to get it solved by the CRO. But there are also a few more things that you should do when you return home.

First off, file an official complaint with the airline, especially if there was some damage done to your wheelchair or other assistive device. Address the issue and ask for appropriate compensation. When an access-related complaint is filed directly with the airline, they are required to track the resolution and report back to the Department of Transportation (DOT). It should be noted this is the only way to receive monetary damages from an airline, short of going to court.

Finally, it’s also a good idea to file an official ACAA complaint with the DOT after you return. This will not help solve your problem, nor will it get you any monetary compensation, but it could result in airline fines by the DOT. The DOT looks at patterns and if it gets numerous complaints on the same airline about the same thing, it may issue fines to the airlines involved. And remedial training is usually also required when an airline is fined. Although an ACAA complaint won’t benefit you personally it may help effect change and make air travel more accessible for everyone. And it’s easy to do on this online form — secure.dot.gov/air-travel-complaint.

So the next time you encounter problems when flying with a disability, make sure you take all of these measures to remedy the problem.

Barrier-Free TravelCalifornia National ParkRoad Tripsfor Wheelchair-Users and Slow Walkers Buy the Book

Barrier-Free Travel
California National Park
Road Trips
for Wheelchair-Users and Slow Walkers

Buy the Book