What can we do to help?

Traveling by air can be stressful at the best of times. The queues at the airport and delays, in general, can make it downright unpleasant. The Bureau of Transportation Statistics states that 25.5 million people in the US have travel-limiting abilities, and some may just rather not travel at all. The airlines have had their fair share of bad press recently regarding the treatment of passengers who need to use wheelchairs. But just what assistance is available onboard?

Firstly, the most important thing to do is give the airline as much notice as necessary. There may be extra information they need, such as the weight and size of the wheelchair, to check that it can be safely transported without risk of damage. If the wheelchair has a battery, the type of battery needs to be checked in case it is classified as dangerous goods. There may also be extra paperwork required for the arrangements to be made. Always request 'special assistance' at least 48 hours before and check the airline's website for specific information.

To help a wheelchair user the most they can, the airlines will identify the person in the following categories:

WCHR - The passenger can climb the steps to the aircraft (if no jet bridge), and move by themselves in the cabin but requires a wheelchair at the airport.

WCHS - The passenger cannot climb the steps and needs a wheelchair to the aircraft (via jet bridge or stair lift or hi-lift.) They are able to make their own way from the aircraft door to their seat.

WCHC - The passenger is immobile and needs help throughout the airport and onto and off the aircraft.

The crew onboard will be aware of the passenger and their classification as it will be stated on the passenger information list. The information will also be shared during the crew inflight briefing prior to the flight. In some cases, a passenger may use their own wheelchair until the aircraft door and have it loaded by the ground staff into the hold. From there, they can either transfer into an 'aisle chair' or use their own collapsible chair, providing it meets the requirements of the airline. Ground staff will help the passenger board the aircraft and into their seat before any other passengers can board. A crew member working in the designated area on the aircraft will introduce themselves. They will show the passenger where the safety features are and show them where the call button is if they need anything. The passenger can ask any questions they may have regarding safety or service.

Some aircraft types have a folding wheelchair onboard, but it is not always the case. Aircraft under 50 seats do not have this facility. However, on larger types with notice and if there is a stowage space, one can be loaded. Due to safety regulations, the passenger may be designated certain seats. For example, exit rows cannot be used. Some seats are easier to access than others and have movable armrests. The US Department of Transport now states that all wide-bodied aircraft (twin-aisle) must have one wheelchair-accessible lavatory. This is usually to the rear of the aircraft and is actually two lavatories together with a folding wall that can be removed by the flight attendants. Narrow-bodied aircraft do not have this type of lavatory. Virgin Atlantic offers a mock aircraft facility for any wheelchair user who may be in doubt of travel. It offers them a chance to see how accessible their travel plan might be.

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The flight attendant can assist the passenger via a wheelchair from their seat to the lavatory door and back again. They are not allowed to help with any personal care but can wait outside the door. A flight attendant is not allowed to lift a passenger into a wheelchair. Therefore, if the passenger can not move themselves, a companion should travel with them. If the passenger has crutches or a walking stick, or other mobility device, the flight attendant will stow it for take-off and landing and retrieve items as required. A flight attendant can help explain meals and open any difficult packaging and provide extra pillows and blankets for comfort purposes. They are not allowed to feed passengers or dispense personal medication. They can offer extra time and attention to a wheelchair user and make them as comfortable as possible during the flight but with limitations.

Writer - Patricia joins Simple Flying with over 20 years of experience in aviation. She has served as cabin crew on flights from economy-class to private jets. Patricia has a master's level postgraduate diploma in Human Factors in Aviation and has written about aviation since 2010. Based in Dubai