An airline executive just made some interesting comments about the “rampant abuse” of airport wheelchair services. Unlike him, I’m not sure there’s a solution, though…
In this post:
Some people play games with airport wheelchairs
The 1986 Air Carrier Access Act requires airlines to provide wheelchairs at the airport for all passengers with disabilities at no extra cost. This is of course an important service that many people legitimately need, and rely on in order to be able to travel.
However, over the years there has been an increasing issue whereby many people are believed to be “gaming” this important accessibility service, using wheelchairs when it’s not really necessary. There’s simply no denying that some people will request a wheelchair in order to get on the plane earlier than others.
You can also tell that people are playing “games” based on the different number of wheelchair passengers at airlines. For example, on average, Southwest seems to have a much higher percentage of passengers using wheelchairs, and I imagine that’s not unrelated to the carrier’s open seating policy.
You’ll often see a lot of people board an aircraft in a wheelchair, but then suddenly when they get to their destination, they no longer need it (presumably in part because passengers in wheelchairs are often told to stay seated until others have deplaned).
In fairness, there are also some legitimate situations where someone may only need a wheelchair at a certain airport — maybe they can’t walk long distances at a major airport hub, while they can walk a short distance at a regional airport.
Wheelchairs are expensive for airlines!
As reported by CNBC, Frontier Airlines CEO Barry Biffle has this week made some interesting comments about wheelchair use among passengers. As Biffle describes it:
“There is massive, rampant abuse of special services. There are people using wheelchair assistance who don’t need it at all. Everyone should be entitled to it who needs it, but you park in a handicapped space they will tow your car and fine you. There should be the same penalty for abusing these services.”
Biffle states that the abuse of wheelchair services causes delays for those who genuinely need wheelchairs. Here’s the most interesting part, though — Biffle claims that each time a passenger requests a wheelchair, it costs the airline $30-35.
That’s an absolutely massive amount of money, especially for an ultra low cost carrier, where the ticket might not cost much more than that.
As mentioned above, I think Southwest has the biggest issue in this regard, given the carrier’s open seating policy. We know the airline is considering introducing assigned seating, and I can’t help but wonder if cutting down on wheelchairs is part of that plan.
I’m not sure there’s a solution to the wheelchair problem
I’d like to think there’s some sort of a solution to most problems in the world, though I’m not sure there’s any easy solution here. I often see people throw around a few suggestions to address the issue:
- “If people use a wheelchair to board, force them to use it when they get off the plane”
- “Ban the people from the airline who abuse this”
- “Request proof that people need a wheelchair”
None of those ideas are actually realistic, in terms of logistics and/or legality. There’s no one who can “force” passengers to use a wheelchair on arrival. Banning people based on accusing them of faking medical conditions also won’t end well for any airline.
The only thing that airlines could really do is to make it less appealing to request a wheelchair, for those who don’t actually need it. Could airlines force those in wheelchairs to board last, once everyone else is onboard? While I think that might get people to stop faking the need for a wheelchair, that’s complicated for those who actually do need it:
- The logistics of getting people with limited mobility down the aisle in a full cabin is more complicated
- This would no doubt cause departure delays, given how rushed boarding can be
Bottom line
There’s definitely some number of travelers who abuse airport wheelchair services in order to secure early boarding. This is something that causes industry executives frustration, both in terms of the logistics, as well as the cost. Unfortunately I’m not convinced there’s a solution to this, though. I did learn something new, though, as I didn’t know just how expensive this was for airlines to provide.
What do you make about the airport wheelchair abuse situation?
I've seen people in wheelchairs that don't need them, then they also bring their family members to get better seats. Even today on a flight from Tampa to San Juan there were about 20 in wheelchairs, that by seeing them they looked very well, when they called in, the lady at the desk said, Section in A 1 to 60 will enter first unless you can walk to abord, only 4 where in wheelchairs, and their companion's had to wait for their ticket seat number. Very Good
The ableism in both this article and in the commenrs is just another level.
I think it would have been more valuable to get lived experience from people who require the accommodation. It's not just the airlines who are being impacted by this, which is kind of a weird and ableist angle to come from.
I wonder how they came up with this number of the cost of the wheelchairs. The airlines are generally not providing the service, but rather the airport. Furthermore, there are many other situations where people were taking advantage of the services and many complained at the start but then it quieted down later when the policies were enforced (emotional support animals). Apparently many are taking advantage given which airlines on average have more people in...
I wonder how they came up with this number of the cost of the wheelchairs. The airlines are generally not providing the service, but rather the airport. Furthermore, there are many other situations where people were taking advantage of the services and many complained at the start but then it quieted down later when the policies were enforced (emotional support animals). Apparently many are taking advantage given which airlines on average have more people in wheelchairs. The simple solution I guess is to have them board last. If they board first or last it does not matter because the important part is that the aisle is empty and it would take the same amount of time. Many of the other responses are good too. The golf cart option is actually a great one. While I think the fee or deposit idea is good, I suppose airlines do not want to deal with managing it.
I witnessed this first hand last week on a flight from Sydney to Johannesburg. These people must pay a wheelchair deposit upfront.
There is an easy solution which airlines seem to neglect. Lots of passengers asking for wheelchairs today have difficulty walking the long distances at modern airports but aren't really wheelchair bound.
All the airlines need to do is offer a "buggy" or golf cart option alongside the wheelchair tick box. Many passengers would opt for that one and relive the load off wheelchairs.
Airlines today offer golf carts on a more whimsical basis. Old...
There is an easy solution which airlines seem to neglect. Lots of passengers asking for wheelchairs today have difficulty walking the long distances at modern airports but aren't really wheelchair bound.
All the airlines need to do is offer a "buggy" or golf cart option alongside the wheelchair tick box. Many passengers would opt for that one and relive the load off wheelchairs.
Airlines today offer golf carts on a more whimsical basis. Old people are then afraid of not getting one in time and missing their flights. Wheelchairs are on the other hand a more certain outcome since they can be booked via the booking PNR.
Make the golf cart option a more formal one and I bet the pressure on wheelchairs reduces.
The problem is exacerbated by modern airport designs sometimes needing very long walks between gates.
We already require a pass or placard to allow folks with mobility issues to park in disabled parking spots. It seems to me this same system could be used by airlines.
@Lucky - there is a simple solution for this... For the comfort of these passengers, they board last!
Same for those needing "extra time", small children and pets/ESA's. For their comfort, they board last.
My guess is you would see wheelchair and 'extra assistance' drop by 70% - 90%.
Ohhhh…. Love it!
Recently flew either AF or LH and they loaded the very legit wheelchair passenger last. Worked out just fine.
I am old, I am extremely broken up inside, my blunt force trauma and cerebral ganglia, nerve damage is off the charts. Up until recently I needed oxygen about 18 hours a day. My energy level is limited, and walking distances and standing in line is not where I want to spend my limited 3 to 4 hours of energy per day. I always give my escort a big tip. I do see a lot of people, that I question their actual need.
Simple solutions: create two classes of wheelchair users: those with a verified disability or condition and those with last-minute requests. Create significant fraud penalties for falsified verification. Require checked carry-ons for class 2, unverified wheelchair requests.
This is complicated. I used a wheelchair when I was pregnant and it was extremely painful to walk the long distances through airport. I was perfectly able to leave it at the gate and board at the normal time but now I wonder if I’d count as “abusing” the system.
Easy fix:
1) Let the Jesus Jetways board after the 2nd or 3rd group.
2) Only allow one person to accompany the wheel chair person down the jetway. The rest of the party (aunts, uncles, 2nd cousin twice removed, etc), board as originally assigned.
The number of wheelchairs would drop dramatically!!
So if there’s a grandmother, mother and a two tweens, who goes with the grandmother and who stays at the gate?
Just deal with it. One day you may need it and you will be on the receiving end of the glare. I find it hilarious that people actually get so worked up about such small things.
The problem I have is the refusal by certain airlines to use the air bridges therefore involving stairs and walks across the tarmac.
One word ! Indians, there you go I said it!
Took a flight last month from Doha to Ord. Many Indians. On deplaning there must have been at least 50 wheelchairs waiting at ORD. You are not wrong.
If they need the wheelchair at deboarding than they really need the wheelchairs.
What’s the point? Not sure why using the wheel chair is a problem. I’ve been in plenty of flights with many requiring wheelchair assistance. Never been a problem.
My father needs a wheel chair because he suffers from a lungs problem regardless of short or long distances. Kinda offensive to start a sentence with “in fairness.” There are legitimate reasons why many could require wheel chairs, hiding internal health reasons.
Furthermore, other than a medical professional, I’m not required to divulge my medical condition to anyone - much less an airline associate who probably has no where near a medical degree to...
My father needs a wheel chair because he suffers from a lungs problem regardless of short or long distances. Kinda offensive to start a sentence with “in fairness.” There are legitimate reasons why many could require wheel chairs, hiding internal health reasons.
Furthermore, other than a medical professional, I’m not required to divulge my medical condition to anyone - much less an airline associate who probably has no where near a medical degree to decide anything.
The airlines should consider a systematic approach to boarding and limiting hand luggage to avoid misuse by those who are trying to game the system. Free seating is simply a bad idea and so lead to more such behaviour. Restricting wheel chairs isn’t getting to the root cause.
“In fairness, there are also some legitimate situations where someone may only need a wheelchair at a certain airport — maybe they can’t walk long distances at a major airport hub, while they can walk a short distance at a regional airport.”
"I’m not required to divulge my medical condition to anyone" - not true anymore. During Covid, it was required to divulge private medical information in many circumstances, especially for travel. So we don't have medical privacy anymore, it was destroyed.
Pandemics have different rules. It didn’t set a new precedent.
I'd rather the airlines have a dedicated section of the cabin for wheelchair users to bring their own equipment and secure it to the floor.
Take the issue in this article, and combine it with the rampant carelessness baggage handlers show for stowed wheelchairs, and solve both crises with a single solution.
Needing a wheelchair in a huge airport doesn’t mean you need one in your everyday life.
This all sounds like the abuse people have on so-called service animals so they don't have to pay for them. All this is mainly in America where airline service is so poor that passengers are taking advantage of the system.
A few comments:
Wheelchair assistance in the US is certainly not free! The pusher leans heavily on their chair-bound victim for a sizable tip, in the order of $5 or $1O typically. They will also helpfully wheel you to an ATM if you have arrived into the country with inadequate (for them) loose cash!
Not sure if the airlines approve of this shakedown. Anyone know?
Lastly, for those looking for a bit...
A few comments:
Wheelchair assistance in the US is certainly not free! The pusher leans heavily on their chair-bound victim for a sizable tip, in the order of $5 or $1O typically. They will also helpfully wheel you to an ATM if you have arrived into the country with inadequate (for them) loose cash!
Not sure if the airlines approve of this shakedown. Anyone know?
Lastly, for those looking for a bit of outrage, you will be agog at the fleet of wheelchairs lining the airbridge of any AirIndia arrival, anywhere!
Ever considered that a large segment of the passengers on board are very senior citizens who probably can’t walk the long distances and probably prefer the service to avoid confusion in foreign airports? Regardless, the system does not prevent other passengers from finding their signed seating or luggage storage. The problem described in this article has to do with people gaming the system for a clear advantage created by a dumb loophole in the system.
Wheelchair assistance should NOT accept or expect tips from wheelchairs users ever.
Genuine wheelchair users (I am one of them) are often on very low income due to their disability and the last thing we need is to be tipping for needing legitimate help.
I WISH I didn’t need to use a wheelchair at the airport. Pre-brain injury I never needed to and I hate that I do now. It is not a luxury to...
Wheelchair assistance should NOT accept or expect tips from wheelchairs users ever.
Genuine wheelchair users (I am one of them) are often on very low income due to their disability and the last thing we need is to be tipping for needing legitimate help.
I WISH I didn’t need to use a wheelchair at the airport. Pre-brain injury I never needed to and I hate that I do now. It is not a luxury to need a wheelchair, it’s a necessity.
You wouldn’t tip a nurse for helping you or a physical therapist…having wheelchair assistance should fall into the same category. That is helping someone that needs it.
Totally in agreement with @Holly. People who don’t need it should not be the ones defining the system. Accessibility is a basic human right.
Just charge $5 for the service. A large portion of this class of passengers would stop asking for wheelchairs.
It's customary to tip the wheelchair pusher at least $5 - $10.
It's very simple - pass the cost onto the passenger. Other enhanced services such as extra legroom seats are charged similarly. I don't see any problem with this.
You might not; however, the governor does.
So not fair to those who genuinely need it (my mother had MS and could not walk)
The problem is that it is against the law.
"The 1986 Air Carrier Access Act requires airlines to provide wheelchairs at the airport for all passengers with disabilities at no extra cost. "
Have seats in the front for disabled passengers. But instruct the crew that those in those seats are the last to offload for their security.
Solution #2, use social media. The only thing that makes people stop behaving badly is public shaming.
Sure, set aside the premium Y seats?! And how do you propose airlines use social media to shame? Airlines hire new staff to shame passengers? How would they be able to verify anything? Airlines get sued for defamation? Blatant punitive measure against mobility impaired passengers opening them up to DOT sanctions?
You make SOOO much (idiotic) sense...
It may be a crime to have intent to induce harassment by using electronic communication to publicly shame an identifiable or identified person. So consider the jurisdictions of relevance and what your actual intent is with such electronic communications.
Let’s pass on all costs to Henry Young instead.
You are confusing luxury services (extra leg room, bigger seat) with essential services (wheelchair to board and/or disembark the plane). Luxury services should be paid for since they aren’t essential to the passengers ability to travel. Essential services should not be paid for by the passenger.
That's discrimination against the handicapped. Probably illegal in US.
I have a handicapped placard as it's difficult me to walk distances over uneven pavement (like in a parking lot). I had to get a form that my doctor filled out and sent to the DMV and approved (they also have a 6-month one for temporary injuries). As my condition is permanent, I get the 2 year placard and they send me a hew one. every 2 years ... I would not mind a travel...
I have a handicapped placard as it's difficult me to walk distances over uneven pavement (like in a parking lot). I had to get a form that my doctor filled out and sent to the DMV and approved (they also have a 6-month one for temporary injuries). As my condition is permanent, I get the 2 year placard and they send me a hew one. every 2 years ... I would not mind a travel one under the same conditions. It's not different than applying for Pre/Int'l Pre ... my county provides a medical bus with wheelchair assistance if you need, again, it takes a doc note + approval but simple and something if you need it, no problem. I should note that I can walk the distance from the gate to the plane with a cane but in places like O'hare, I need a cart ride to the gate.
Handicapped placard is as easy to get as bogus prescriptions.
Imagine someone look like in their 20s in driving a Ferrari with a placard.
Can't even guess what disability that poor kid must have to be able to operate such a rough machine over a more comfortable car like any SUV.
That's LA LA Land to you.
The minimum that should happen is that their seat allocation should be at The rear of the plane, and they should be on first and off last.
surely no genuine wheelchair used would object to this.
If the wheelchair user paid for first they certainly would.
And stop calling me Shirley.
And what if they have a ticket for the premium cabins?
Premium cabins board first either way ...
I bang my carry on rolling through every few rows. How is that going to be like with a wheelchair and a person in said chair?
As a genuine wheelchair user at airports, that is a terrible idea. I am just one example out of hundreds why this is bad…I have a brain injury that affects my legs in a pressurised cabin. I can walk onto the plane (and don’t use a wheelchair pre-flight) but during/after the flight, my legs lock up and it feels like I have hot cement in them. It is very painful for me to walk off...
As a genuine wheelchair user at airports, that is a terrible idea. I am just one example out of hundreds why this is bad…I have a brain injury that affects my legs in a pressurised cabin. I can walk onto the plane (and don’t use a wheelchair pre-flight) but during/after the flight, my legs lock up and it feels like I have hot cement in them. It is very painful for me to walk off the plane and I need the wheelchair to get me through the terminal upon arrival. I always wait until all other passengers are off the plane but the physical pain of walking from a seat at the back of the plane vs one nearer the front would just make a bad/painful situation worse.
It might help if airports didn’t remove moving sidewalks all in the name of shopping.
Whhhy can't they institute a small charge, around $10, for the service? People always grab free stuff but are more thoughtful about what they pay for.
Because the law doesn't allow it. And the way Congress is you couldn't get a resolution passed in favor of motherhood.
The solution is to board wheelchair passengers in their regular boarding groups. Sure, it will slow things down but it will stop the unscrupulous people from being unscrupulous. That, or SWA has stop with the free range seating.
First on, last off may create a deterrent to abuse. Wheelchair passengers need to wear identifying necklaces, so they can be monitored since they may need assistance. They should board together, be seated together and deplane together after all other passengers.
Jeez…do you realize what you’re typing? Should they be tattood, have to wear a special prison type of uniform? Forced to sit together to maximize their inability to egress in case of emergency? Maybe have Guard towers towering over them to protect them from escaping their section?
This post is really bringing out the idiots in the crowd.
So if you need a wheelchair you shouldn't be allowed to buy first or extra legroom seating? Even if the reason they need a wheelchair also makes it painful to sit in regular seats?
I knew a person who always requested wheelchairs for both of their parents, even though only one of them had a legitimate need for assistance. Their rationale for that was that it was more convenient.
Honestly, the only place this is a problem is on southwest. If they go to assigned seating it'll fix that and so much more.
If people are scamming United or Delta out of $35 to get through security faster, I sympathize, but can't really get worked up about it.
I mean if they're scamming them, United and Delta will simply raise ticket prices for everyone to compensate for this added cost, so we all bear the burden.
I took my 96-y-o grandfather to Zurich last year on Swiss J. I was amazed at the VIP service. We flew through a private customs line, etc.
It was behind first class. I definitely thought, “hmmm, I wonder who does this who might not truly need it…”
The helpfulness you describe is primarily for the airline employee. They want to get the 'job' over quickly so they can move on to the next one.
There is a very obvious solution, aside from SWA needing to end their obnoxious open seating policy, and that is to charge $50 for the wheelchair service. Perhaps the charge can be waived if you have proof of handicap plates or some kind of official verification. Until then, terrible selfish people will continue to do terrible selfish things.
Charge the elderly more.
That doesn’t seem like a “solution “ to me.
I’d rather have them board last to reduce the temptation for abuse.
There are a lot of interesting comments and viewpoints here. As someone who has a disease that causes difficulty walking, sometimes flaring up into major issues, let me add my experience. I travel mostly on United, as a 1K member with preboarding. I can walk moderate distances, but not necessarily the distances in EWR or LHR for example. I commonly request a chair there, to get primarily to the club and then gate, or gate...
There are a lot of interesting comments and viewpoints here. As someone who has a disease that causes difficulty walking, sometimes flaring up into major issues, let me add my experience. I travel mostly on United, as a 1K member with preboarding. I can walk moderate distances, but not necessarily the distances in EWR or LHR for example. I commonly request a chair there, to get primarily to the club and then gate, or gate to outside kerb on return. I can walk onto the plane, although a steep downhill jet bridge (eg to a regional jet) is tough. When my legs are really flaring, I will wait in the gate area on return for a chair, and it can be a very long wait, but the alternative is massively slow and painful. I don’t expect “special treatment” nor to I ask fo any, beyond what I truly need. I don’t drive with a disabled badge, but I keep a cane in the car for when I park. I don’t carry “paperwork” to prove I have a personal medical condition and my legs hurt. I know few if anyone that does.
I have met a shocking amount of direct hateful comments and abuse. I have been knowed to the floor in the aisle of a BA flight, had my cane kicked away (accidentally) by people pushing past me, who have only once then stopped to help pick it up. And I have fallen flat on the floor twice on a NJ train journey, with most people (but not all) keeping their eyes away, and never offering me a seat (and I didn’t ask or expect one). This isn’t a sob story, it’s a reality for people who do struggle. We go out, and go about our life’s because we have to and want to, and we put up with the inconvenience of not being able to walk far or comfortably. I don’t use chairs to abuse any system, I use them on the days I really need to. Are there people who abuse the system? Sure. Can I use a chair to get on at EWR and walk out at a small arrival airport, sure. At ATL or ORD, nope. It varies. I’m not cured en route. The circumstances and my difficulties that day are what change and fluctuate. This has been the last year or so for me, and it has been a very eye opening experience to be in the position myself.
I'll like to share my personal experience using wheelchair access for some additional thoughts and considerations on what works and doesn't work.
I've used it only once, flying JFK-SEA post hip surgery. I was able to walk unassisted, but it was much slower than usual. You couldn't really tell that I was in a handicapped state, unless you had a bear chase me and saw I wasn't able to run away faster than my...
I'll like to share my personal experience using wheelchair access for some additional thoughts and considerations on what works and doesn't work.
I've used it only once, flying JFK-SEA post hip surgery. I was able to walk unassisted, but it was much slower than usual. You couldn't really tell that I was in a handicapped state, unless you had a bear chase me and saw I wasn't able to run away faster than my slow walk.
FWIW, I have Clear, TSA Precheck, Delta Plat status, Amex Plat card, and most frequently sit in Comfort+, so wheelchair access wasn't something that I requested in order to expedite any boarding process or get on much earlier. I also only requested assistance to the gate (delta asks you to which point you need assistance), so I did not choose to get assistance boarding or boarding earlier.
I used wheelchair service in JFK because I knew it was a massive airport, where there would be very extensive walking. Normally, it would take me 15+ min to get from security to the end of the concourse where JFK-SEA flights frequently depart from. I would guess that it would have taken me 30 min and a lot of pain that day to get there. I did not use wheelchair service in SEA because Delta usually lands near A concourse, which is right by landside exits. I wouldn't have been against using it, but did not think to use it as it was a significantly shorter walk.
I didn't have any accessibility placard because my recovery time was "only" 4 weeks and my doctor told me it takes up to 6-8 weeks of just processing time to get the placard.
I'm not sure what a good way to prevent abuse is - but I know I was very grateful to need to use it for the one flight I had to take needing accessibility services, and don't think visual assessment, walking ability, placard requirement, are necessarily the right solution.
Remove any of the "perks" associated with using a wheelchair and the problem is solved.
Okay, remove the "perks" of line cutting?
Result? Wheelchair attendants get delayed in the lines, also aggravating the other passengers in the line, As a result of the wheelchair attendants being delayed, the airlines/airports have to hire 2 or 3 times more attendants and invest in an equal # of new wheelchairs. The cost jumps from $35 per wheelchair passenger to $70-105+ per wheelchair passenger.
Does that still make sense to you?
I witnessed a miracle on a Qatar flight from DFW to Doha within the last year. There were 37 wheelchair passengers at boarding — 37! Each was accompanied by at least one other passenger. When we arrived in Doha, less than 10 needed assistance to deplane and get to their gate. I attributed it to the fact that we flew very near to the Holy Land.
I saw the same miracle on an EVA flight TPE-LAX last week, 25 wheelchairs at boarding, only 2 waiting at arrival at LAX. And the route was nowhere near the Holy Land.
Airline pilot here. Wheelchair Jesus cures 50% of pre-boarders. I Didn’t work for SWA but flew them enough to get to work (they treat fellow airline employees awesome). SWA announce for their pre- boarders “or anyone requiring extra time down the jet bridge” - probably trying to cut down on the actual number of wheelchair users. Either way (assigned or open) I don’t see a solution.
If people are caught walking off the plane, airlines should be free to break their legs.
Might we offer you a job in our customer relations department?
Bill, wait till you are one of those who needs a little help. Your legs will be constantly in a cast!
I think, the issue needs to be addressed on both ends: My mom had a fall last year and it was difficult for her to walk right before a flight. Many airports have such long walk requirements, plus long time standing in line, plus navigating to the correct location, especially when you don't speak the language. There needs to be improvement to this physical requirement.
On the other hand, if someone does not use...
I think, the issue needs to be addressed on both ends: My mom had a fall last year and it was difficult for her to walk right before a flight. Many airports have such long walk requirements, plus long time standing in line, plus navigating to the correct location, especially when you don't speak the language. There needs to be improvement to this physical requirement.
On the other hand, if someone does not use their own wheelchair, they were able to walk to the place of wheelchair assistance, therefore, they can walk on and off the plane by themselves. I don't see how preferred boarding is necessary. But letting people wait seated until boarding should be possible.
As someone with a visual disability, I could preboard but choose not to because I find it pointless for me in my circumstances.
I think it would be wise to establish a public-private partnership involving airports, the DOT, and air carriers to quickly validate passengers needing special services with proper medical documentation and prioritize airport staff for those passengers. Allowing these passengers to board first while having a marker on their boarding pass, similar to...
As someone with a visual disability, I could preboard but choose not to because I find it pointless for me in my circumstances.
I think it would be wise to establish a public-private partnership involving airports, the DOT, and air carriers to quickly validate passengers needing special services with proper medical documentation and prioritize airport staff for those passengers. Allowing these passengers to board first while having a marker on their boarding pass, similar to how TSA Pre or S is indicated, could go a long way in cracking down on abuse.
Any passenger who requested special services and does not have medical documentation would be required to board last.
The most rampant abuse I saw at DFW was for arriving international passengers who claimed to need a wheelchair, enabling them to jump to the front of the immigration queues. They would go past the CBP officer and then get out of the wheelchair to walk. We referred to them as "miracle" passengers.
Just because someone can walk apparently normally doesn’t mean they don’t have cardiovascular, pulmonary, orthopedic or other health problems that make it difficult or even inadvisable for them to gamble on whether or not they need wheelchair assistance when dealing with US DHS/CBP or TSA lines and other nonsense at US airports of entry.
Also, compared to wheelchair people on my flights back to the US, I
most commonly am done with US immigration/customs...
Just because someone can walk apparently normally doesn’t mean they don’t have cardiovascular, pulmonary, orthopedic or other health problems that make it difficult or even inadvisable for them to gamble on whether or not they need wheelchair assistance when dealing with US DHS/CBP or TSA lines and other nonsense at US airports of entry.
Also, compared to wheelchair people on my flights back to the US, I
most commonly am done with US immigration/customs and out in the public land-side area of the US airports of entry well before the wheelchair users from my flights.
Referred to as Lazarus passengers. They can suddenly walk normally without assistance as soon as they are in arrivals.
Frequent flyer who's stood waiting to board while pre-boarding for families and those needing extra time (wheelchairs or other impairment issues), and the fact is there are no shortcuts or solutions, just relax and stop getting so worked up, it doesn't do anything good for you to get frazzled.
Most of the suggestions in the comments are blatantly punitive and are therefore non-starters, or are just nonsensical.
The reason to pre-board is that there...
Frequent flyer who's stood waiting to board while pre-boarding for families and those needing extra time (wheelchairs or other impairment issues), and the fact is there are no shortcuts or solutions, just relax and stop getting so worked up, it doesn't do anything good for you to get frazzled.
Most of the suggestions in the comments are blatantly punitive and are therefore non-starters, or are just nonsensical.
The reason to pre-board is that there are no blockages in the aisle and it can be managed as efficiently as possible. Board them last? 1) that's punitive, 2) the cabin and aisles would be full, and it would increase the length of time to board mobility impaired passengers + departure delays, 3) ask passengers to clear the aisles for wheelchair passengers? that idea is a joke, many passengers take forever to get settled with their bags. Require they gate check their overhead baggage? 1) punitive, and 2) many mobility impaired passengers may have various underlying issues that require special equipment or medications that they carry in their overhead bags.
Ultimately, though the abusers drive us all nuts, the needs of the impaired, whether visual to the eyes or not, is the priority. We or loved ones may also eventually be in their shoes.
Yeah but the needs of the impaired is the thing that's being harmed by the abusers. Lots of places now have insufficient wheelchairs because of these abusers, so people with genuine need are being made to wait.
I am not able bodied and require assistance of a wheelchair at the airport. What is ironic is that most other non able bodied people I talk to SUPPORT the requirement for documentation to be provided for resources such as airport wheelchairs instead of it being a free for all 'oh no, you must not ask someone for evidence'. Why? Because we are sick and tired of having stressful experiences running late to the gate...
I am not able bodied and require assistance of a wheelchair at the airport. What is ironic is that most other non able bodied people I talk to SUPPORT the requirement for documentation to be provided for resources such as airport wheelchairs instead of it being a free for all 'oh no, you must not ask someone for evidence'. Why? Because we are sick and tired of having stressful experiences running late to the gate etc because demand is so high from people that don't need it.
I recently travelled from Bangalore to the UK and without exaggeration a third of the plane were 'wheelchair passengers'. We had a delay on arriving at LHR and most folks seemed to have an onward connection. When we were informed there would be a 30-40 minute wait for wheelchair assistance I have never seen so many people needing 'assistance' jump to their feet, grab their stuff from the overhead lockers and literally run. Honestly, 90% of the wheelchair passengers. A joke.
When I commented to one of the folks waiting for a wheelchair with me that the walk could be very long she responded 'oh its ok I only order the wheelchair so someone helps with my bags and guides me from one plane to the next'.
It is so wrong.
I flew JFK to AUH in January. There was at least 30 people lined up in wheelchairs for the flight and I was pretty darn positive their had to be some kind of perk they were abusing. Funny thing was I did not see any wheelchairs waiting to get anyone when we deplaned!
Like others I’ve witnessed countless times individuals being wheeled onto the aircraft then at destination they just get up and walk off even telling special assistance staff at the door with their wheelchair that they are OK!
On international flights quite the opposite. People start requesting a wheelchair towards the end of the flight, in order to be wheeled through immigration ....
What is the actual threshold for being entitled to wheelchair (or motorized card) assistance? From what I can tell, it seems like just being elderly is enough. With the ageing of America, the issue will be more prevalent going forward.
Every year, it seems like a higher percentage of the public is flying, resulting in more people that are uncomfortable with traversing airports, behaving on planes and in airports in a standard way, etc. I don't really know a solution
I worked in RES for a major US carrier for my first year with the company. It was so comical when I'd get a person who would say, "I need a wheelchair when I leave LA GWADIAH but I don't need one when I get to FWOWAHT Lawaherdale. I won't need one coming fwham FWOWAHT Lawaherdale but I will need one when I get back to LA GWADIAH" What I wanted to say was, "Do you get cured on the way down and sick on the way back?" But I couldn't.
My almost 90-year old grandmother needs a wheelchair to navigate the enormous United terminal at EWR, but doesn't need one to walk the much shorter distance when she arrives at PBI since the airport is so much smaller.
So while I generally agree with you, unfortunately there is no one size fits all solution.
Sometimes, what confused you is logical from my viewpoint (I do use wheelchairs at SOME AIRPORTS).
Basically, it depends on the layover time. Trying to successfully connect (as I always have to do) at my first stop in IAH to another flight is the deciding factor.
If I have 3-4 hours of layover, I tell the originating ticket agent that I will NOT need a wheelchair there in IAH. BUT, if, as is...
Sometimes, what confused you is logical from my viewpoint (I do use wheelchairs at SOME AIRPORTS).
Basically, it depends on the layover time. Trying to successfully connect (as I always have to do) at my first stop in IAH to another flight is the deciding factor.
If I have 3-4 hours of layover, I tell the originating ticket agent that I will NOT need a wheelchair there in IAH. BUT, if, as is often the case, I have 51 minutes to get from E-19 terminal-gate arriving to C-5 terminal-gate departing, I simply cannot make the connection without fearing a heart attack on the way.
90% of the time, I intentionally book at least 3 - 4 hours of layover in IAH, just so I am not rushed and therefore able to amble to another terminal at my leisure. In those case I never need or use a wheelchair arriving or departing. But there are cases where it is still necessary.
I always buy First or Business class seats in the first row, aisle, if possible, so I don't use the wheelchair to get on earlier than Group 1.
Many people who use wheelchairs can walk sometimes for some period of time, at some cost (pain, loss of very limited energy, etc). I cannot believe in 2024 you are still saying "if they can walk, they're cheating".
Solution - board passengers needing wheelchairs last.
And change the law allowing a charge
I’d say, board unaccompanied wheelchair users first and then accompanied ones last.
I used to work for an airline on the ground in YYZ, we trialed boarding customers who requested wheelchair to the aircraft door, last.
We only boarded customers who needed wheelchair access to their seat first.
This drastically cut down how many customers used the WCHR service, we would have 15 requests, and maybe only 1-2 would actually use it.
Though this did help eliminate that issue, and imo did not cause...
I used to work for an airline on the ground in YYZ, we trialed boarding customers who requested wheelchair to the aircraft door, last.
We only boarded customers who needed wheelchair access to their seat first.
This drastically cut down how many customers used the WCHR service, we would have 15 requests, and maybe only 1-2 would actually use it.
Though this did help eliminate that issue, and imo did not cause any delays due to boarding them last, it did cause PLENTY customer service complaints, though not many were actually related to accessibility issues, and were more people who were frustrated that they weren’t able to board first.
Eventually, we went back to boarding customers with wheelchair service requested first, as it just wasn’t worth the hastle of dealing with the complaints, and didn’t really help with any on time performance, as we’d always “pre-board” wheelchairs when the cabin crew were doing their security checks.
Fascinating test - differentiating those that need aisle help vs not.
Fact that they requested assistance, then refused it and boarded on their own when told told they'd be boarded last if given assistance.
Given the presence of guaranteed seat assignments there's no 'downside' to boarding last unless they were really concerned about luggage, and older folks tend to check luggage more often.
I don’t understand: so they didn’t find out the policy until they got to the gate? Won’t they just ask for assistance to the seat next time and then the distinction will disappear?
Easy solutions.
Assign seats (and stop charging extra for access to a stupid web page) and gate check all carryon baggage for wheel chair users and their companions (let them keep under seat personal items, but nothing that needs to be in overhead storage).
If they need the wheelchair, they're going to have to wait for it to deplane, anyway, so gate checking their bags isn't even an inconvenience.
Charging to select (or even change)...
Easy solutions.
Assign seats (and stop charging extra for access to a stupid web page) and gate check all carryon baggage for wheel chair users and their companions (let them keep under seat personal items, but nothing that needs to be in overhead storage).
If they need the wheelchair, they're going to have to wait for it to deplane, anyway, so gate checking their bags isn't even an inconvenience.
Charging to select (or even change) your seat 25 years after every airline automated this on the web anyway is just silly. If they want to charge more for window and aisle seats (which is really what they're doing) they should just do that. The only business model that would be significantly impacted here would be WN's stupid "cattle call boarding", which they've already basically torn up by assigning everyone a number, anyway.
Not a wheelchair user, but if you gate checked my bags you'd be gate checking a computer with a larger batter than is allowed in checked baggage. Likely some wheelchair users would have the same issues.
We use wheelchair service. Gate checking bags would be awful as we have all hubby’s meds and equipment in one carryon bag. No way are we parting with those and trusting the airline to get the bag there.
Charge for the service. And allow only one person to escort the wheelchair person. Too many times I see one person stand up and get in a wheelchair and then their party of 8 goes on with them.
Agree let them board last. And last off the plane. It they exit early then require that the wheelchair operators remain at the gate with the person in the wheelchair until all other passengers have left.
There might be legal issues restricting charging.
It’s even worse for deaf able-bodied travelers. Airlines always bring wheelchairs for those people even they don’t need one! So wasteful for airlines and humiliating experiences for deaf travelers.
The simple solution to all of this is that if you cannot physically walk to the plane then you have no business flying. If I have to put my bags in the overhead bin when I am in a bulkhead seat for "safety", then you should have to be able-bodied to fly.
There might be legal issues restricting charging..
As the parent of an autistic individual we travelled, albeit with extreme stress to avoid outbursts which might disturb others. Other times we drove 26 hours split over days. (The drive was actually very pleasant.)
I hope you never find yourself physically disabled, whether temporarily (e.g. broken ankle) or long-term. I'm unclear what stowing bags in a bulkhead seat has got to do with denying transport to disabled people.
Luckily, we have laws prohibiting this sort of idiotic ableism.
Why does everything have to be available to everyone? I don't think people with children should be able to fly either. Can't at least one thing remain fun and beautiful and not be ruined by overzealous "inclusion"?
Wow. That's certainly one perspective.
Abuse is an understatement. The easiest solution is that wheelchairs board last. A more complicated but fairer decision is a doctor's letter (albeit some will provide fake letters) that indicate a person isn't mobile enough to walk more than a few steps. This just represents how bad society has become and what happens when you get sub $200 airfares.
I encountered a young woman at the ticket counter who presented to the counter agent a Dr’s letter certifying she required an ESA. The Dr that signed the letter was also was her boyfriend traveling with her.
At a large airport, that isn’t a very good solution when there are a limited number of wheelchair assistants available. It takes time for the ones that are there to go between the gates as is. If they more often have to leave and return, it’s going to mess up more people and cost airlines more.
Why didn't we have this problem (at least not at this magnitude) before? Southwest has been in business for more than 50 years. What does this say about these airline passengers today? Is this just a reflection of a wider societal problem that we didn't have before?
compared to 50 years ago, airplanes are more packed. legroom is less. airlines made this bed by making flying worse. Of course people will then game the system to squeeze juice out of the rock
Correct. Passengers are playing the same "game" airlines started by charging for selecting seats or boarding early.
20 years ago, WN didn't assign numbers, just boarding groups, so even if you got group C there was still a good chance you'd be able to get your preferred seat type (window/aisle) by lining up early in the Group C area, and doing so made it nearly certain you wouldn't have to gate check you bag.
But...
Correct. Passengers are playing the same "game" airlines started by charging for selecting seats or boarding early.
20 years ago, WN didn't assign numbers, just boarding groups, so even if you got group C there was still a good chance you'd be able to get your preferred seat type (window/aisle) by lining up early in the Group C area, and doing so made it nearly certain you wouldn't have to gate check you bag.
But charging for "early/automatic checkin" or "upgraded boarding" has now become WN's primary profit center.
50 years ago — even 25 years ago — no boarding pass was required for the typical adult to get to the airport gates at most US airports. So passengers needing assistance could more easily get assistance from their own relatives on departure and even on arrival from a domestic flight.
Get rid of the TSA-mandated identity and boarding pass status checking to get to the gates at US airports and a bunch of this wheelchair stuff will go away.
It’s driven by increased passenger density and charges for checked baggage. The resulting competition for overhead space incentivizes early boarding. In Southwest’s case, early boarding gets you pick of your seats, so it’s even more important there.
The thing is the cat’s out of the bag now. Making checked bags free won’t change people’s mindsets now. Southwest has had free bags the entire time and yet it hasn’t changed the pressure to board early.
Drives me nuts on flights to places like Florida, Arizona and Vegas! 40 wheelchairs for boarding and then when the plane lands they all jump up and not a single person needs a wheelchair to exit the plane.
Regarding SWA... families board after Group A (the first 60 people) why not have the wheelchair people board then?
I like this idea - families and wheelchairs after the A group.
An absolute scam. Have you seen planes landing from India in London? Almost the entire plane needs wheelchairs and families follow them to save time at immigration. Saw a very funny video other day of a guy on a wheelchair asking for money at a traffic light in a Latam country. Suddenly someone fired a gun and people started running. The guy on the wheelchair suddenly was the one running faster. LOL!
The same solution as that used to get handicapped parking signs sounds great at first thought maybe, but a lot of people using our airports don’t have access to such signs and some people need wheelchair use rather unexpectedly and thus planning way in advance for wheelchair eligibility isn’t going to work unless it comes with a surcharge as the workaround.
People abuse it especially to /from or via the USA as disabilities are protected by the DOT. So many people use it simply to expedite channels such as immigration and customs. As soon as they are out in arrivals, they miraculously walk away.
They can then claim compensation if the assistance was delayed or didn’t materialise.
This is all at the expense of people who genuinely need it.
On flights from India...
People abuse it especially to /from or via the USA as disabilities are protected by the DOT. So many people use it simply to expedite channels such as immigration and customs. As soon as they are out in arrivals, they miraculously walk away.
They can then claim compensation if the assistance was delayed or didn’t materialise.
This is all at the expense of people who genuinely need it.
On flights from India it’s not unusual for there to dozens of wheelchair requests and it’s not because they are disabled.
In addition many Americans are simply overweight, lazy and can’t be bothered to walk , so they just demand a wheelchair.
There are various reasons why there are so many wheelchair requests for Indian passengers at US airports of entry and much of it is not a deliberate scam. India is probably the country with the most people with cardiovascular disease, diabetes and pulmonary disease. The horrible pollution, unhealthy diets and a too sedentary lifestyle combine together to create a massive health risk for a huge proportion of Indians above the age of 55 years. A...
There are various reasons why there are so many wheelchair requests for Indian passengers at US airports of entry and much of it is not a deliberate scam. India is probably the country with the most people with cardiovascular disease, diabetes and pulmonary disease. The horrible pollution, unhealthy diets and a too sedentary lifestyle combine together to create a massive health risk for a huge proportion of Indians above the age of 55 years. A lot of tickets booked in India for the elderly are booked by travel agents who think most or all elderly Indians need “assistance” at airports and so choose “wheelchair” “assistance” to try to help the customers/relatives traveling without their adult children being visited in the US or ticketed separately from their adult children.
Requiring medical documentation is not that high of a bar - getting handicapped tags for your car is very easy - but it does require some effort and probably a reasonable start and have it printed on your boarding pass (like Pre-check). Dont make it an unreasonable burden for those who really need it - but, like everything else, if you need it (like service dogs) then register for the service.
I know many...
Requiring medical documentation is not that high of a bar - getting handicapped tags for your car is very easy - but it does require some effort and probably a reasonable start and have it printed on your boarding pass (like Pre-check). Dont make it an unreasonable burden for those who really need it - but, like everything else, if you need it (like service dogs) then register for the service.
I know many elderly people who clearly would be eligible for assistance, but take pride in proving they are still able to get around on their own.
What about removing part of the incentive to begin with - board early if you need extra time, but only if you board by yourself. If you need help - then wait until the end or board with the boarding group that you paid for.
And there is no reason to be allowed to board with your entire entourage.
Maybe less of an issue for WN, but you need to take international travellers into account. Foreign countries may issue very different looking documents and not in English.
that might be true - but isnt the issue of the lack of assigned seating and access to overhead bin space the main issue that drives this? Are there any international flights on non-WN airlines that dont have assigned seating? And, since we are discussing abuse of ADA rights - which I fully support - since this Americans with Disabilities - why cant there be a different system for non-US travelers? I cant speak for...
that might be true - but isnt the issue of the lack of assigned seating and access to overhead bin space the main issue that drives this? Are there any international flights on non-WN airlines that dont have assigned seating? And, since we are discussing abuse of ADA rights - which I fully support - since this Americans with Disabilities - why cant there be a different system for non-US travelers? I cant speak for EU/UK or India
All the comments here seem to appropriately focus on eliminating the perk that comes from this - much like the issues with POS and Service Dogs, my sense is that those who truly need the service would not mind compromises to limit abuse.
Easy solution: Wheelchairs board first if you can show proof of handicap. Board last if no proof. Watch it drop by 95%
I can see how the service can cost $30-$35 per passenger, especially at airports where states have a minimum wage of $15/hr.
If wheelchairs are costing the airline $35 each, the solution seems simple: require a $35 deposit that is refunded when you use the wheelchair in your destination airport. That way, those who truly need the service still have free access, but those who are looking for early boarding are paying for the privilege.
That’s a very clever idea!
I think that asking disabled passenegsr to provide medical evidence of their need would be a start. I am disabled and use the airport mobility services every time I travel. My local airport (MAD) doesnt have enough agents to assist everyone and there are often lengthy waits. When a a group of people are told they may have to wait 30 minutes for assistance the majority of them get up and walk. It irritates the...
I think that asking disabled passenegsr to provide medical evidence of their need would be a start. I am disabled and use the airport mobility services every time I travel. My local airport (MAD) doesnt have enough agents to assist everyone and there are often lengthy waits. When a a group of people are told they may have to wait 30 minutes for assistance the majority of them get up and walk. It irritates the heck out of me and I can tell you, abuse is widespread. Much needs to be done in this area.
In the EU/UK it’s prohibited to ask why and provide documents and has to be voluntary.
Maybe less of an issue for WN, but you need to take international travellers into account. Foreign countries may issue very different looking documents and not in English.
The solution is easy…start charging $100+ for the service and you will see how people that really need it will use it. It sucks I know, but it is the only way that the lazy people will stop.
You’re punishing elderly people that actually need it.
Or maybe Southwest uses more wheelchairs because being disabled is very expensive AND laws about receiving disability benefits force people to live below the poverty line. And no, not all disabled people own their own wheelchairs because not all disabilities = paralysis. Maybe do a little research on ANYTHING before you write. This post is disgusting.
Joanne, I think that you should do a little research on Southwest's pricing, since you seem to think that they have lower prices than their competitors.
Completely wrong and rambling. Maybe this would be true if Southwest actually had lower prices than other airlines. Southwest’s prices are completely in line with the legacy big 3.
It is scammers, full stop.
So Joanne, how do you propose to stop the abuse? It's sickening to watch people who hoofed it past me in the concourse on the way to the terminal, sitting in wheelchairs boarding before 1st class
Yes, fix ADA.
Modernize it to prevent abuse.
Pets are not service animal.
Definitely agree on the pets - we never used to have so many on planes. As an asthmatic, I really disagree with someone with a dog getting on first, or at all - if the person is emotionally troubled w/o the dog, why is their medical issue more important than mine? I can die of an asthma attack; they just have suffer a bit with the flight. Yeah, I'm no doctor so I'm not diagnosing...
Definitely agree on the pets - we never used to have so many on planes. As an asthmatic, I really disagree with someone with a dog getting on first, or at all - if the person is emotionally troubled w/o the dog, why is their medical issue more important than mine? I can die of an asthma attack; they just have suffer a bit with the flight. Yeah, I'm no doctor so I'm not diagnosing what their emotional support issue is, but it's not a fair trade off for all the other passengers.