The Struggles of Disabled Passengers: A Call for Accountability in Air Travel

Written By Caitlin Conner
A banner image showing a silhouette of an airplane flying against a blue sky with clouds, alongside a reflective building. The title reads "The Struggles of Disabled Passengers: A Call for Accountability in Air Travel" by Caitlin Conner.

A banner image showing a silhouette of an airplane flying against a blue sky with clouds, alongside a reflective building. The title reads "The Struggles of Disabled Passengers: A Call for Accountability in Air Travel" by Caitlin Conner.

Always Left Behind

Air travel has become essential for long-distance journeys, but for many disabled passengers, it’s a path filled with challenges that can turn into distressing and even dangerous experiences. A recent incident involving an elderly disabled passenger sheds light on the broader struggles faced by disabled travelers around the globe. By sharing this story, the aim is to raise awareness, find solutions, and push for critical changes in the airline industry to guarantee safe and dignified travel for everyone.

A Personal Ordeal: What Went Wrong

Recently, a vision-impaired elderly woman, who relies on a walker and cane, experienced a distressing incident while flying to Fargo with a stop in Denver. Her daughter had arranged for wheelchair assistance, and the walker was baggage-checked for convenience. Upon arrival in Denver, a United Airlines attendant wheeled her to the gate, seated her in the waiting area, and then took the wheelchair away.

Left without proper assistance and no means to move safely, the woman attempted to stand when her flight to Fargo was ready to board. Tragically, she fell backward while trying to line up, leading to injuries that required hospitalization. Despite sending her to the hospital as a precaution, United Airlines provided minimal information to the family. When the woman's daughter reached out for help, she was advised to email customer care. United also refused to assist the daughter in booking a flight to Denver to be with her mother, who remained hospitalized.

The Urgent Need for Action

This incident highlights a critical issue: the urgent need for better support and communication from airlines in assisting disabled passengers. The family is actively trying to escalate this matter to United Airlines management, seeking immediate access to all relevant information, compensation for medical expenses and the daughter's flight, and a thorough review of the airline's procedures. They need the airline to take notice and make things right.

Additionally, the family is working to report the incident to the Department of Transportation for further investigation. Oversight is essential to ensure airlines are held accountable for the safety and well-being of their passengers.

The Global Context: Air Travel and Disabled Passengers

This personal ordeal is not an isolated case. Globally, over 1.3 billion people live with some form of diagnosed disability (World Health Organization, 2023). For many of these individuals, air travel is often the only feasible option for long-distance transportation. However, despite legal protections like the Air Carrier Access Act (ACAA) in the U.S. and similar regulations worldwide, incidents involving disabled passengers are alarmingly common.

The ACAA, enacted in 1986, is a pivotal piece of legislation that prohibits discrimination against individuals with disabilities in air travel. It requires airlines to provide accommodations that ensure equal access to air transportation services. This includes offering assistance during boarding, deplaning, and connecting flights, as well as accommodating mobility aids and service animals. The Act also mandates that airline staff receive training on how to properly assist passengers with disabilities, and it outlines specific procedures for handling complaints related to accessibility issues.

Despite these protections, enforcement, and compliance with the ACAA can vary significantly between airlines, leading to frequent violations. Disabled passengers often encounter challenges such as inadequate assistance, damaged mobility devices, and poor communication from airline staff. These recurring issues highlight the gaps in enforcement and the need for more robust accountability measures to ensure that the rights of disabled travelers are upheld consistently across the industry.

Rising Incident Rates

The number of reported incidents involving disabled passengers and airlines is on the rise. In 2022 alone, over 38,500 such incidents were reported in the U.S. (U.S. Department of Transportation, 2023). Of these, approximately 18% involved serious injuries, such as falls or accidents. Alarmingly, 45% of disabled passengers report experiencing inadequate assistance at some point during their air travel (Open Doors Organization, 2023).

Common Issues Faced by Disabled Travelers

The most common problems faced by disabled passengers include a lack of adequate wheelchair assistance, mishandling of mobility devices, poor communication and lack of information provided by airlines, and inaccessible airport facilities (AirHelp, 2023). Specifically:

  • 45% report issues with wheelchair assistance.

  • 35% have experienced mishandling of their mobility devices.

  • 28% face poor communication and a lack of information from airline staff.

  • 22% find airport facilities to be inaccessible.

Legal Protections: Are They Enough?

While laws like the ACAA are meant to protect disabled travelers, enforcement is often inconsistent, leading to frequent violations. Despite the clear guidelines set by the ACAA, only 35% of disabled passengers feel their rights are adequately respected during air travel (Disability Rights Advocates, 2023). This highlights a troubling gap between legal protections and the actual experiences of disabled travelers.

The enforcement mechanisms are often weak, with complaints processes being slow and penalties insufficient to deter repeated violations. Additionally, inconsistent training among airline staff means that many disabled passengers feel misunderstood or inadequately supported. The lack of transparency and accountability within the industry further exacerbates these issues, allowing systemic problems to persist. To truly protect disabled travelers, there needs to be stronger oversight, more rigorous staff training, and greater transparency in handling accessibility concerns.

The Human Impact

The consequences of these systemic failures are profound. Disabled passengers who experience neglect or inadequate assistance can suffer serious physical injuries, such as falls and broken bones, as well as long-term health impacts. Beyond the physical toll, there is also a significant mental health burden, with many disabled travelers experiencing increased anxiety and a loss of confidence in travel. The financial burden is another serious concern, as passengers may face costly medical bills, the need to replace damaged mobility devices, and additional travel expenses.

A Call for Change: Ensuring Safe Travel for All

To address these critical issues, the following changes are urgently needed:

  • Stricter enforcement of existing regulations to ensure that airlines are held accountable.

  • Mandatory training for airline staff on how to properly assist disabled passengers.

  • Increased accountability and transparency from airlines regarding their procedures for assisting disabled travelers.

  • Stronger communication between airlines and passengers, ensuring that assistance needs are clearly understood and met.

Organizations Dedicated To Improving Air Travel For All

There are organizations dedicated to ensuring that disabled travelers receive the support and respect they deserve, working proactively to prevent the challenges and violations that many currently face. There are several organizations committed to preplanning and coordinating with government entities, airlines, and other stakeholders to develop comprehensive training programs and policies. These organizations bring invaluable expertise to the table, helping to craft solutions that are informed by real-world experiences and the needs of the disabled community. By collaborating with these groups, airlines and regulators can create more effective training, improve accessibility standards, and ultimately ensure that every traveler, regardless of ability, can experience safe and dignified air travel.

  • Disability Rights Advocates (DRA) - A nonprofit legal center that advocates for the rights of people with disabilities, including ensuring that air travel is accessible and that airlines comply with the Air Carrier Access Act.

  • All Wheels Up - An organization dedicated to making air travel more accessible by advocating for wheelchair spots on airplanes and working with the aviation industry to develop solutions for safer air travel for passengers who use wheelchairs.

  • Open Doors Organization (ODO) - Focuses on improving the quality of life for people with disabilities by creating a more accessible world, including advocating for better air travel experiences and providing training for airline staff.

  • Paralyzed Veterans of America (PVA) - Advocates for veterans and all people with disabilities, working to ensure that transportation systems, including airlines, are accessible and compliant with federal laws.

  • National Council on Disability (NCD) - An independent federal agency that advises the President and Congress on policies affecting Americans with disabilities, including those related to air travel accessibility.

  • American Association of People with Disabilities (AAPD) - A national cross-disability organization that advocates for the rights of people with disabilities, including fighting for accessible transportation and equal treatment in air travel.

  • AirHelp - Provides assistance to travelers facing issues with airlines, including those related to accessibility, by helping them understand their rights and seek compensation for violations.

  • The Arc - A national organization advocating for and serving people with intellectual and developmental disabilities, working on various fronts, including ensuring that air travel is accessible and equitable.

  • Be More Adaptive™ - Focuses on collecting and organizing resources, tools, and organizations in one centralized platform to create better access, inclusion, and efficiency for people with disabilities. By connecting various entities and providing comprehensive resources, Be More Adaptive™ aims to improve accessibility across all sectors, including air travel, ensuring that disabled travelers have the support they need.

Conclusion

The airline industry must do better to protect the rights and safety of disabled passengers. The personal ordeal of one elderly woman serves as a stark reminder of the broader systemic failures that put vulnerable travelers at risk. By raising awareness and calling for concrete changes, we can work toward ensuring that all passengers, regardless of their abilities, can travel safely and with dignity.

Sources:

Caitlin Conner https://ccadaptive.com
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