Mishandled Wheelchairs and Mobility Aids: What Travellers Need to Know
Being an air passenger is stressful enough at the best of times, but when your checked baggage is lost or damaged, it can feel like your entire trip will be ruined. So, imagine what it would feel like if your wheelchair was lost or damaged.
In a story by NPR, Senator Tammy Duckworth, an Iraq veteran who lost both of her legs said,
People don’t realise that this is a part of my body. If this is broken, you’ve broken my legs.
In the same story, disability rights activist Emily Ladau said,
I can’t tell you how many times I have sat on the plane waiting for sometimes close to an hour, if not more, just to have my wheelchair returned to me, and occasionally have found that my wheelchair was not returned to me promptly because it was damaged.
In this guide, we explore the regulations designed to protect passengers with reduced mobility, look at some of the factors leading to loss and damage, and explain what you can do as a passenger if it ever happens to you.
The Reality of Traveling with a Mobility Aid
According to the U.S. Department of Transportation’s December 2024 Air Travel Consumer Report, U.S. airlines mishandled 925 wheelchairs and scooters out of 76,630 checked mobility devices, which is a rate of 1.21%, compared to 1.39% in December 2023. While the decline is slight, it shows that mobility aid mishandling remains a persistent and under-addressed issue in air travel.
Why Is There So Much Damage
As with most issues, it’s difficult to pinpoint just one cause even though, in this case, the lack of training for airline and airport staff seems to be pervasive.
- Improper lifting: Airline and airport staff lift wheelchairs and scooters that can weigh 400 pounds in some cases. Lifts and other technology is available, but not all airports have this equipment. Even when they do, mobility aids may still be lifted physically just to save time, which can lead to the items being dropped or damaged from improper lifting techniques.
- Limited size of cargo hold doors: Some power wheelchairs won’t fit through the opening of the cargo hold door when they’re upright, so to make them fit, they are turned onto the side which can lead to damage.
- Damage from the elements: In the course of loading them, wheelchairs can be exposed to rain or snow if not covered or otherwise protected, which can lead to damage, especially to electrical components.
- Not being adequately secured in the cargo hold: Straps and hooks used to secure mobility aids are not always utilised, which can lead to significant damage during take off, turbulence, or as a result of other sudden movements that can happen during a flight. When mobility equipment shifts or slams into the walls or other cargo, it can be damaged or totally destroyed.
What Happens When Airlines Damage Wheelchairs
Wheelchairs and scooters are usually counted as baggage when it comes to regulations and compensation, but a lost suitcase and a lost wheelchair have very different results for passengers.
Many passengers, whose scooters or wheelchairs have been damaged, have to wait for hours to get loaner. When they finally do get a loaner, it usually doesn’t meet their specific needs because mobility equipment can be highly customised.
Sometimes, while waiting for a loaner device, disabled passengers can face hours of not being able to use the washroom. When it comes to having their equipment repaired or replaced, it can take anywhere between 9-15 months. Also, while waiting for their wheelchair or scooter to be replaced, passengers can incur many additional expenses like having to take taxis rather than public transportation.
Best and Worst Airlines for Wheelchair Handling
So, which US airlines have a bad reputation for wheelchair handling? According to data from Wheelchair Travel, Spirit Airlines ranks high with a mishandling rate of 5.88% in 2023. This is an increase of 5.60% from 2022.
American Airlines has also faced heavy criticism by mishandling 226 wheelchairs and scooters in August 2023 alone, according to data reported by ABC7.
On the other end of the spectrum, some airlines have developed a better reputation. Allegiant recorded one of the lowest mishandling rates at just 0.06% during the first eight months of 2023, while Delta reported a comparatively low rate of 0.68% in the same period (Wheelchair Travel).
Global Regulations for Wheelchair Mishandling
Unfortunately, there are no widespread regulations or conventions for how airlines treat persons with disabilities, and as such, there are no laws pertaining to how mobility equipment is transported or how much airlines are liable for compensating disabled passengers.
The only treaty that comes close to addressing the needs of passengers with limited mobility and mishandling of their mobility equipment is the Montreal Convention that establishes airline liability for baggage and cargo. To date, it has been ratified by 133 countries, but it limits compensation for both stowed luggage and mobility equipment at 1,288 SDR (or roughly $2,080).
The cost of replacing or repairing a wheelchair or scooter far exceeds the liability limits of the Montreal Convention. In fact, standard power wheelchairs can cost anywhere from $2,000 - $6,000 USD and between $12,000 and $50,000 for fully customized ones.
The International Air Transport Association (IATA) has recognized the need for harmonised disability legislation to protect air passengers around the globe and have said,
We recognize the need to do more. One concern is the varying disability legislation across the globe, causing confusion for passengers with disabilities, difficulties for airlines, and potential safety issues. There is no universal definition of a passenger with disabilities or a consensus on minimum service levels they should expect when flying.
Existing US Regulations for Transporting Mobility Aids
In the United States, the Air Carriers Access Act (ACAA) of 1986 was created to protect disabled persons during flights and allow them to travel easily, free from discrimination. The rules of the Act state, among other things, that collapsible wheelchairs and other mobility equipment will have priority over other passengers’ carry-on items in cabin storage as well as in the hold compartment. It also requires airlines to provide specifically trained “complaints resolution officials” to handle passenger issues.
In 2021, the Airline Passengers with Disabilities Bill of Rights was created. With regard to carriage of wheelchairs and assistive devices. It states that:
- Carriers must allow assistive devices in the cabin without charge as long as they comply with safety regulations. They also will not be considered part of that passenger's carry-on limit.
- Priority cabin storage must be made available for a minimum of one “normal-sized collapsible manual wheelchair” in planes with at least 100 passenger seats.
- Carriers must check and return all assistive devices to passengers at the gate upon arrival in the same condition as it was when checked.
- If mobility equipment is lost, damaged, or destroyed, then the passenger must be compensated “up to the original purchase price” of the mobility aid”. More specifically, if the item is destroyed or lost, then the airlines must pay the original cost. If the item is damaged, the carrier has to pay up to the original price.
Damage and compensation
If mobility equipment is damaged or destroyed, the airline must do the following:
- Provide a temporary replacement that meets their needs
- Ensure that the temporary device or equipment will be able to be used until the passenger’s own model is returned or reimbursed by the carrier
- Reimburse the individual for any expenses that resulted from the damage and absence of the wheelchair
- The carrier must arrange for the repair or, if it is destroyed, they must replace it within 96 hours with the same make and model or a close equivalent or reimburse them for the full replacement cost.
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Steps to Take if Your Wheelchair is Damaged or Lost
We hope you never have to deal with having your wheelchair or scooter lost or damaged after a flight, but if you do, here are some steps to take so you can have the issue resolved as quickly as possible.
- Report the issue right away, and ideally while you’re still at the airport. You can also do this online for some airlines which can save you the trouble of having to make your way to the baggage reclaim area. Whatever you do, file a report first because compensation claim success can hinge on whether or not you submitted a report.
- Take photos of any damage and write down anything you noticed or the chain of events if it pertains to your experience. For example, you might want to take note of information or treatment given to you by the airline as well as time and dates for each. Also, remember to keep all your documents for your flight including bag tags, booking receipts, boarding passes, and anything else you can think of to bolster your case. All this information will make your compensation case stronger.
- Request a replacement wheelchair from the airline as it’s your right to have a replacement. It may also be beneficial to get as much information as you can from the airline about how long it will take to get a replacement, and when you can expect your own wheelchair to be repaired or replaced.
- File a claim with the airline. You can usually do this through a dedicated page on the airline’s site. Most times, you will have to write a letter that includes the basics of what the claim is about, so you’ll need to provide times and dates of your flight, flight number(s), booking information, and where you were travelling to and from. Before you submit your claim, you will be able to upload your supporting documents.
- Be persistent and follow up regularly. Carriers can take awhile to respond, but if you don’t get a satisfactory response, don’t hesitate to contact the aviation authority in the country where the carrier is registered or based. Another option is to lodge a complaint in the country where the mishandling happened if it happens to be different from where the airline is based.
- United States: File your complaint with the Department of Transportation
- European Union: In the EU, each member state has its own enforcement body that you can find here.
- Canada: You’ll need to contact the Canadian Transportation Agency.
- United Kingdom: Direct your complaint to the Civil Aviation Authority.
Summary
Air travel should never mean risking your independence, yet for too many passengers with disabilities, the mishandling of mobility aids has become a common and devastating reality.
While regulations in the U.S. offer some protections, they still fall short of fully safeguarding passengers or covering the true cost of damage.
Until stronger standards are enforced, travelers remain vulnerable to inconsistent practices and inadequate compensation. Knowing your rights, documenting everything, and holding airlines accountable are the most powerful tools passengers have today, while continuing to push for the systemic change that will make air travel accessible, dignified, and safe for everyone.
Author:
Joanna Teljeur
Job/Position: Senior Editor & Content Lead
Joanna Teljeur is a senior editor and writer with 15+ years of experience in editorial leadership, journalism, and content development with a focus on consumer rights, aviation law, and public-interest reporting. Her work centers on transforming complex regulatory and legal topics into clear, accurate, and accessible content for international audiences.
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