Airlines are responsible for damaged and lost wheelchairs and must pay compensation.
December 3rd is the International Day of Persons with Disabilities, so we decided to see what a passenger's rights are if a wheelchair is damaged by an airline. Traveling while needing a wheelchair for mobility is not easy, yet some airline employees take this for granted and are not careful with wheelchairs. In the United States, airlines damage an average of 28 wheelchairs every day. While that might seem like a large number, the Department of Transport (DOT) says it amounts to less than 2% of all wheelchairs on airlines.
While it can be heartbreaking and a massive inconvenience if an airline damages or breaks your wheelchair, they are responsible for 100% of the cost to repair or replace the chair. They are also expected to offer you a loaner chair that you can keep until your chair is either fixed or until they purchase you a new chair. If an airline fails to honor its obligations, you can file a complaint with the United States Department of Transportation.
While regulations in the European Union and the United Kingdom are not as stringent as in the United States, passengers who have damaged wheelchairs are entitled to compensation. Based on accords agreed to at the 1999 Montreal Convention, passengers must be compensated for lost or damaged mobility devices.
While they are only responsible for paying up to €1,400 (£1,200) for repairs or replacements, many European airlines have paid the total amount when the cost exceeded Montreal Convention limits. If an airline refuses to pay your claim, you can file a complaint with the relevant aviation authority.
If, after your flight, your wheelchair is damaged in any way, no matter how slight it may be, report it to the airline right away. Declaring the damage immediately can lead to a quick resolution and not allow the airline to claim that they did not do the damage.
If you follow the tips we have outlined below, you will be more likely to arrive at your destination with the wheelchair working as it was before being loaded on the plane.
If you are traveling with a manual collapsible wheelchair, ask for it to be stowed in the cabin. Most planes have a large closet that is roomy enough to hold a collapsible wheelchair.
If your wheelchair has to go in the cargo hold with the luggage, remove any loose objects, so they do not come off and get lost. Examples are seat cushions, foot and armrests, cup holders, and bags.
Because the aisles on aircraft are very narrow, airlines need to transport you to the plane and back using special chairs that are narrower than usual. Before you get transferred to the onboard wheelchair, ask if you can speak to the person putting your wheelchair in the cargo hold. It helps if the person in charge of the chair can put a face with it and also allows you to explain how it should be lifted for loading
If you are traveling with an electrically operated wheelchair, attach instructions on how to use it, so the baggage handlers can move it correctly. Things to include would be the on/off power switch, the drive mode, how to set it in non-motor power free-wheel mode, and where it needs to be held when lifting. Some power-driven wheelchairs can weigh up to 200 pounds, yet you will see people trying to lift them by the plastic armrests.
Do you travel with a wheelchair? What's your experience of airlines handling your mobility device?
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Journalist - Mark is an experienced travel journalist having published work in the industry for more than seven years. His enthusiasm for aviation news and wealth of experience lends itself to some excellent insight, with his work cited in Forbes amongst other publications. Based in Alicante, Spain.