Recently I flew to Los Angeles, and although the hotel I stayed at had a free airport shuttle, it was not wheelchair-accessible. I asked the driver and he said that they didn’t have any wheelchair-accessible airport shuttles, and that I should take a taxi or an Uber. It seemed a bit unfair for me to have to pay for transfers, while others got them for free. Are airport shuttles required to be wheelchair-accessible under the Americans with Disabilities Act (ADA)? If so, what can I do if I encounter one that lacks wheelchair access?
The ADA and Wheelchair-Accessible Airport Shuttles
In a word, yes. If a hotel provides free shuttle service it’s also required to provide an equivalent accessible service under Title III of the ADA (ada.gov/topics/title-iii/). Equivalent is the key word here, so for example if passengers routinely wait 20 minutes for an airport shuttle, then wheelchair-accessible airport shuttles must arrive in the same time frame.
That doesn’t mean that hotels have to own their own shuttles though. They just have to provide the equivalent service. For example, a small hotel can share an accessible shuttle with other properties, but they must offer equivalent service as detailed above. Properties can also opt to send accessible taxis to pick up passengers, instead of purchasing and maintaining wheelchair-accessible airport shuttles. And finally they can alternately opt to reimburse guests for their accessible taxi or Uber fares.
When Things Go Wrong
Although equivalent service means that disabled guests will get the same service as non-disabled guests, a little advance planning can go a long way to making this a reality. First and foremost, don’t wait until you arrive at the airport to inquire about the availability of wheelchair-accessible hotel shuttles. Call the hotel in advance of your trip to confirm that they have the appropriate vehicles — and that they are actually operational.
If the hotel employee you are talking with says that they don’t have any wheelchair-accessible airport shuttles, then ask to speak to the manager. Usually managers know the law, and after you point out that wheelchair-accessible shuttle service is required under the ADA, then they will start to work to find a solution. Of course this solution may be that the hotels provides an accessible taxi or pays for your Uber, but that’s an acceptable solution under the law.
On the other hand if the manager balks at your request, it’s best to find another property. You can’t strong arm someone into adhering to the law, and you don’t want to arrive at the airport only to find out that there’s no way to get to your hotel. Give your money to a property that does follow the law and will be able to accommodate you.
Of course, don’t forget the property that didn’t accommodate you. They broke the law and they deserve to be reported to the Department of Justice (DOJ). It’s easy to do too — just complete this simple online form (civilrights.justice.gov/report) to file an ADA complaint. You won’t receive any compensation as the result of filing an ADA complaint, but it will help effect change. And that helps make everything more accessible in the long run.
Barrier-Free Travel California National Park Road Trips for Wheelchair-Users and Slow Walkers
Thanks to modern technology it’s now possible to share your travel photos with friends and family with just a few swipes and a tap or two. And I absolutely love seeing those smiling faces enjoying cruises, beaches and luxury resorts. But lately I’ve also been seeing another kind of travel post – it usually features a photo of an obviously inaccessible room, with the caption “Really? This is a wheelchair-accessible hotel room?”
And the truth is, well, maybe it isn’t.
How Does This Happen?
I’ve looked at thousands of wheelchair-accessible hotel rooms over my career, and I’ve seen just about every kind of access faux-paus you can imagine; however I’ve also had more than a few managers take me to view a supposed “accessible room” only to discover that it wasn’t. So how does that happen? According to many a red-faced hotel manager, “Somehow the rooms type was entered into the computer incorrectly.”
And although this seems like a minor computer error it can wreck havoc on travelers who need a wheelchair-accessible hotel room. Think about it for a minute. You reserve an accessible room, and because the inaccessible room is coded wrong that’s the room you get. Even worse, when you open the door and discover the lack of access and report it to the front desk, the clerk continues to insist that you ARE in an accessible room. Why? Because the computer says so. And believe me, it’s darn near impossible to convince a rank-and-file employee that the computer is wrong.
Clues That You Aren’t in a Wheelchair-Accessible Hotel Room
Although access features can and do vary from property to property, there are a few clues that you may have been incorrectly assigned to a standard room, rather than a wheelchair-accessible hotel room (in the US). Here are a few tip-offs.
Check the bathroom. Although access features may vary in the shower or tub, check out the toilet area. Are there grab bars by the toilet? If not, you may well be in a standard room, as that’s one access feature that is seldom missed.
Is the roll-in shower really a low step shower? Many hotels have replaced their tub/shower combinations with low-step showers in their standard rooms. Look inside the shower – if the only access feature you see is a set of grab bars, then you may be in a standard room. In this day and age even standard rooms have shower grab bars for safety, so that by itself doesn’t really indicate you are in an accessible room. Look for a hand-held showerhead.
It’s also important to note that under the Americans with Disabilities Act, accessible rooms can have either a roll-in shower a tub/shower combination or a transfer-type shower. In fact properties with 50 or fewer rooms aren’t required to have an accessible room with a roll-in shower. That said, if your tub/shower combination only has grab bars, and does not include a hand-held showerhead and some type of shower bench, you may be in a standard room.
Next, look out in the hallway. Do you see any rooms marked with the wheelchair pictogram? Are there any that have lowered peepholes? These are sure signs of an accessible room. If some rooms have them, but your room lacks them, it may be a sign that you are in a standard room.
How to Remedy the Situation
Of course if your room is listed incorrectly in the inventory, you won’t get much satisfaction from the front desk. You will have to go higher. Ask to speak to the manager. Ask the manager what features their wheelchair-accessible rooms have. Tell him that you are supposedly in a wheelchair-accessible room, but your room does not have those features. Then show him photos of the room.
And then perhaps suggest that this room was entered into the inventory incorrectly.
Chances are if this is the case, the manager will find you another room – one that is truly accessible. Of course there’s always the chance that there won’t be any accessible rooms available; in which case you should ask to be accommodated at a nearby property. After all, you did book an accessible room, and the mistake wasn’t your fault.
Granted this is a time consuming – and somewhat frustrating — process, so go ahead and ask to be compensated for your time. You may get some free points or maybe even a free night. In the end, managers want happy customers, so don’t be afraid to ask for whatever you feel you deserve.
Whenever the word “travel” is mentioned, visions of luxury hotels, family vacations, road trips and maybe even cruises spring to mind. And for that type of travel adventure, advance planning and copious research is essential for anyone with access needs. But there is another type of travel — one that comes around somewhat unexpectedly — where it’s not so easy to make advance plans. It’s called emergency medical travel.
Emergency medical travel may be necessary in the blink of an eye, as you never know when unforeseen medical issues can arise. Where do you stay when a loved one is transported hundreds of miles away from home with a life threatening medical condition? Unfortunately that’s something most folks – myself included – don’t make plans for in advance. That said, it certainly deserves some forethought, especially if you’re a wheelchair-user or slow walker who requires accessible overnight accommodations. Think about it for a moment – what would you do if an unexpected medical emergency befell a loved one and you had to travel with them to seek medical attention?
It All Began With an Ambulance Ride
My story is a pretty typical emergency medical travel saga. My husband required treatment in our local emergency room, and before we knew it we were transported by ambulance to a hospital staffed with the specialists he required, over an hour away. I had the forethought to grab my phone charger, but other than that all I had were the clothes on my back.
The first night was a blur. I slept – or tried to sleep – in a chair beside my husband in the Intensive Care Unit. Suffice it to say, it was a very long night. The next morning a caring nurse asked if I had a place to stay, and I said no. She then referred me the hospital social worker, who connected me to Walden House (kh.org/family-support-services/hospitality-center/).
Walden House is part of the Ronald Mc Donald House Charities of the Inland Northwest; and they offer affordable overnight lodging to people who have loved ones undergoing treatment at Kootenai Health Center in Coeur d’Alene, Idaho. It’s just a half-mile from the main hospital building, with free shuttle service back and forth. And the guest rooms are large, comfortable and private; and they even have a closet filled with toiletries. Add in a community kitchen, a spacious great room with a fireplace, and a patio with a bbq and you have some very comfortable digs. All for just $65 per night.
Access-wise, there’s level access to the public areas, a lowered check-in desk, elevator access to the second floor and even an accessible shuttle. Some standard rooms have low step showers with grab bars, and toilet grab bars around the toilet; but they also have an accessible room that’s equipped with a roll-in shower. Truly they thought of everything.
Beyond Walden House
Of course, not everyone will find themselves undergoing emergency treatment in Coeur d’Alene; so as wonderful as Walden House is, you may have to find other options. And in that respect, the first place to look for emergency medical travel lodging options is on the hospital website. Many large hospitals list nearby choices, and although access isn’t mentioned, many times they do take that into consideration when choosing appropriate recommendations.
It’s also a good idea to search the Ronald McDonald House Programs website for a nearby chapter (rmhc.org/find-a-chapter). They generally provide housing for the immediate families of pediatric patients, but they also have adult housing in some locations. The social workers at the hospitals are also good resources. Not only can they direct you to on-campus housing options, but they usually also have a list of nearby hotels that offer discounts. And many of those hotels have their access information online.
And if you need temporary housing because of cancer treatments, Hope Lodge (cancer.org), and Joe’s House (https://www.joeshouse.org/) also have local referrals. Although they don’t list access details on the website, they do have photos.
Finally, a little advance preparation goes a long way. In retrospect I was ill prepared for my husband’s situation; in fact I was lucky I grabbed my phone charger as the EMTs carted him out the door. Ironically I have a detailed emergency fire evacuation list on my refrigerator, should we ever be evacuated (again). That said, I now have an emergency medical “bug-out kit”. It’s a gallon Ziploc bag filed with essential toiletries, meds, and some clean socks and underwear. It’s in my nightstand drawer, and although I hope I never have to use it, it’s there if I do. As they say — better safe than sorry.
Barrier-Free Travel Glacier, Yellowstone and Grand Teton National Parks for Wheelchair-Users and Slow Walkers
If you’re planning a trip to Greece, then check out the comprehensive list of wheelchair-accessible Greece tours and shore excursions and accessible services available from Athens-based Care Under the Sun (www.careundersun.com). Day tour offerings include everything from an Athens food tour and Santorini wine tour, to a Rhodes old town excursion and even a visit to Cape Sounion. These wheelchair-accessible Greece tours include transportation in lift-equipped vans and knowledgeable tour guides; and many can also be done as shore excursions with transportation to and from cruise ships. And if you’d like something a little more active, then try one of their accessible diving and snorkeling day tours.
Care Under the Sun can also arrange for accessible hotels, airport transfers and accessible van rentals. Additionally, they conduct several accessible Greece group tours throughout the year. They can also make arrangements for dialysis treatments and medical equipment rentals. And if you need assistance, they can provide a personal care assistant or nurse. For more information about their accessible Greece tours, contact Care under the Sun at +30 6944319506 or info@careundersun.com.
Whenever the word “travel” is mentioned, visions of luxury hotels, family vacations, road trips and maybe even cruises spring to mind. And for that type of travel adventure, advance planning and copious research is essential for anyone with access needs. But there is another type of travel — one that comes around somewhat unexpectedly — where it’s not so easy to make advance plans. It’s called emergency medical travel.
