Airline Breaks Wheelchair and What to Do

Traveling with a wheelchair can be daunting, especially when flying. One of the worst-case scenarios is finding out that your wheelchair has been damaged during the flight. Here’s a step-by-step guide on what to do if this happens to you.

1. Stay Calm and Assess the Damage

• Check the wheelchair immediately: As soon as you receive your wheelchair, inspect it thoroughly. Look for any visible damage or malfunction.
• Take pictures: Document the damage with photos from multiple angles. This will be crucial for reporting and claiming compensation.

2. Notify the Airline Staff

• Report the damage immediately: Before leaving the airport, notify the airline’s customer service or baggage claim desk. Explain the situation and show them the damage.
• File a damage report: The airline staff will typically provide a form to report the damage. Fill it out with as much detail as possible. Include your contact information, flight details, and a description of the damage.

3. Obtain a Written Acknowledgment

• Get a copy of the report: Ensure you receive a copy of the damage report for your records.
• Ask for written acknowledgment: Request a written acknowledgment from the airline confirming that the damage occurred during the flight. This can be an email, a signed form, or any official document.

4. Understand Your Rights

• Familiarize yourself with airline policies: Each airline has specific policies regarding damaged mobility equipment. Familiarize yourself with these policies to understand what compensation or assistance you are entitled to.
• Know the regulations: In the U.S., the Air Carrier Access Act (ACAA) protects the rights of passengers with disabilities. It mandates that airlines must repair or replace damaged wheelchairs at no cost to the passenger.

5. Seek Immediate Assistance

• Request a loaner wheelchair: If your wheelchair is unusable, ask the airline to provide a loaner wheelchair until your equipment is repaired or replaced.
• Arrange for repair: Some airlines have arrangements with local repair services. Inquire if the airline can arrange for immediate repair of your wheelchair.

6. Keep All Receipts and Documentation

• Document all expenses: If you incur any expenses due to the damage (e.g., repairs, rentals, transportation), keep all receipts. These may be reimbursable by the airline.
• Maintain a record of communication: Keep copies of all communications with the airline, including emails, letters, and notes from phone calls. This documentation will be important if you need to escalate the issue.

7. Follow Up on Your Claim

• Stay in contact with the airline: Follow up regularly on the status of your claim. If there are delays or issues, escalate the matter to higher management or customer service supervisors.
• Contact advocacy groups: If you encounter difficulties with the airline, consider reaching out to disability advocacy groups or legal advisors for assistance. Organizations like the Paralyzed Veterans of America (PVA) or the American Association of People with Disabilities (AAPD) can offer guidance.

8. Learn from the Experience

• Provide feedback: Share your experience with the airline to help improve their services. Constructive feedback can lead to better handling of similar situations in the future.
• Prepare for future travel: For future trips, consider taking extra precautions such as labeling your wheelchair with handling instructions, using protective covers, and familiarizing yourself with the policies of different airlines.

Traveling with a wheelchair requires careful planning and a proactive approach to ensure a smooth experience. By following these steps, you can effectively handle the situation if your wheelchair is damaged while flying and work towards a satisfactory resolution.