Having Your Wheelchair and Medical Equipment Survive the Airlines
- Feb 3
- 5 min read
Kass James is an assistive technology specialist with a master’s in management of information systems from the University of Houston’s Bauer College of Business. Fully licensed in ADA compliance and environmental access, he’s a partner at The Spoonie Advocate Associates.
Anyone who is disabled encounters this issue regularly when traveling, and the videos online are legendary. People have checked their wheelchairs only to arrive at their destination to find pieces missing, damage beyond repair, or the chair lost completely. One of our clients was handed their electric wheelchair's armrest with nothing else attached at the end of their journey.
Over the years, we’ve consulted with professional disabled travelers and ADA airline specialists to ensure your equipment is more likely to survive and that you're fully compensated if it gets damaged.
Planning & booking
Anyone who lives with a disability or chronic illness knows that preparation is key to having an easy time.
Know your rights
In the United States, the Air Carrier Access Act (ACAA) of 1986, and in the European Union, EC 1107/2006, guarantee certain rights to passengers with disabilities. These laws prohibit discrimination and require that modern aircraft provide accessible facilities. Specifically, in the USA, any plane that seats over 60 people must have an onboard wheelchair and an accessible lavatory. If it seats more than 100 people, it must have in-cabin storage for your manual folding wheelchair.
There are also specific requirements for airports, including assistance with baggage and transportation within the facility. This is especially important for travelers making connecting flights or going through customs.
Contact your airline in advance about any assistance or equipment concerns
Every major airline has a department that specializes in medical assistance and ADA compliance. You should always contact your airline as soon as possible when traveling with medical devices or when you have a medical condition that requires attention. Some medical devices, especially when traveling internationally, require approval, which can take up to two weeks.
You may also be required to provide proof of a prescription for certain devices, such as oxygen, especially when traveling internationally. Always bring a copy of this with you on your trip, as customs and TSA security may request it.
Know your SSR codes before and after contacting your airline
Special Service Request Codes serve as a secret language at airports, with many used to manage ADA-related needs. Knowing how to communicate with airline staff and interpret these codes helps you navigate their bureaucracy effectively. It also helps you understand why airlines must classify equipment under regulations involving items like batteries and oxygen. If you’ve reported a piece of equipment or a medical need, you should see a code on your boarding pass. Looking it up online can help you accurately inform your airline if they’ve misclassified your needs and figure out how to address them.
Planning your travel day
Get there early with your documentation ready
Bring your necessary documentation for special equipment or service animals. If you have a medical implant, have your card ready when going through security. Many items, such as oxygen and other devices, require you to bring your prescriptions when traveling, so have them printed to speed through security.
Document your equipment every time it leaves your hands
It’s not rude to demand to take photos of your devices when they’re leaving your possession. This helps you make claims later if something is damaged.
Remove anything that’s loose and attach instructions to your chair
Ground crews often accidentally damage equipment because they don’t understand how it works. Attaching a tag to your chair that explains how to operate, lock, and remove the battery is crucial for returning it to its original condition. Also, remove any loose pouches, cushions, or dangling items, as these can be torn off or lost during transit.
What to do if and when they damage or lose your device
According to DOT statistics, only 2% of wheelchairs are damaged. However, this report may be inaccurate because many airlines adjust their reporting based on where the damage occurred or whether they classified it as luggage rather than a wheelchair. Most damage also occurs through third-party contractors who operate the ground crew, not the airline itself.
Document all damage upon receiving your equipment and file immediately
As you would when handing it over to the airline, take photos of any damage immediately. This helps you prove to the airline that the damage happened while it was in their care, not while you were on your trip. Always report all damages to the airline’s baggage office immediately after your flight. Delaying a report can lead to attempts to deny your claim and may require additional legal procedures to obtain compensation.
Airlines are 100% liable for damages
In the USA and the EU, airlines are required to repair or replace damaged wheelchairs and other medical equipment. Under the ACAA, they’re responsible for all costs, up to 100% of the original purchase price.
Unfortunately, any repair or replacement process can take weeks or months, but they are also required to provide you with a loaner.
File a complaint with the U.S. DOT Office of Aviation Consumer Protection
If you receive any pushback from an airline regarding the repair or replacement of your device, immediately report it to the Office of Aviation Consumer Protection. A report of this behavior can be useful if you need to go the legal route, and it proves that you attempted to work with the airline before taking them to court.
Remember that it’s never personal
Stay calm and work through the process. Most often, it’s the ground crew or movement in the cargo hold that has damaged your device. This is outside of the airline’s control, and they are also unhappy that your device was damaged. If the person assisting with the damage report doesn’t understand your needs, they may not be trained in ACAA or ADA. The typical baggage claim agent is only trained to handle lost or damaged luggage. Politely request to speak with a specialist in the airline’s ADA department who understands its obligations and can expedite the process.
Read more from Kass James
Kass James, Healthcare Business and Disability Specialist
Kass James is a forerunner in the field of disability rights, corporate responsibility, and healthcare business. Having been physically disabled for most of his life, Kass was acutely aware of the lack of accessibility in the workplace. His work focuses on restructuring healthcare to increase profitability while benefiting patients, as well as doing patient assessment for ADA compliance and assistive technology. He’s a partner with the Spoonie Advocate Associates, an organization pushing for increasing value and patient outcomes through common sense and responsible change.
