Wheelchair assistance failures in U.S. air travel have come under intense scrutiny, especially after several recent incidents that left elderly individuals and other passengers with disabilities stranded or without access to essential mobility equipment. As of July 19, 2025, the landscape for travelers needing wheelchair assistance has changed in important ways, with new rules, enforcement actions, and practical steps that affected passengers must know. This update explains what has changed, who is affected, the effective dates, what actions are required, and what these changes mean for anyone with pending travel or complaints.
Recent Incidents Highlight Ongoing Problems
In February 2025, a major incident at a U.S. airport brought national attention to the ongoing problems with wheelchair assistance. About 20 wheelchair users, including elderly individuals, were left overnight in the terminal after United Airlines failed to provide enough staff and equipment. Even though the airline had advance notice, only one aisle chair and two staff members were available to help with boarding and deplaning. This led to long delays, repeated boarding and deplaning, and even forced a 75-year-old helper to assist with transfers. Many passengers could not get to hotels because there was no accessible transportation, so they spent the night in the airport without their checked wheelchairs or scooters.
This is not an isolated case. In 2023, U.S. airlines mishandled 11,527 wheelchairs and scooters, and similar failures have continued into 2024 and 2025. These incidents show that, despite some progress, wheelchair assistance remains unreliable for many travelers, especially elderly individuals who may be more vulnerable during travel disruptions.
Key Regulatory and Enforcement Changes (2024–2025)
The U.S. Department of Transportation (DOT) has responded to these problems with new rules and stronger enforcement. Here’s what has changed:
DOT Enforcement Actions
- In October 2024, the DOT fined American Airlines $50 million for unsafe physical assistance and mishandling of wheelchairs between 2019 and 2023. Half of this fine ($25 million) must be used for system upgrades and customer compensation.
- The DOT is also investigating other airlines, and more fines or enforcement actions are expected by the end of 2025.
New DOT Final Rule: “Ensuring Safe Accommodations for Air Travelers with Disabilities Using Wheelchairs”
- Effective Date: January 16, 2025
- What’s New:
- Airlines must provide safe, dignified, and prompt assistance for wheelchair users, including help with boarding, deplaning, and moving through the terminal.
- All airline staff and contractors who help passengers with mobility disabilities or handle mobility devices must receive annual, hands-on training.
- If a wheelchair or assistive device is returned damaged, it is now presumed to be the airline’s fault unless they can prove otherwise.
- Airlines must provide prompt compensation and repair or replacement for damaged devices.
United Airlines Settlement
After a high-profile case where a passenger died following wheelchair damage, United Airlines agreed to new steps:
– By early 2025, United Airlines will add a website search tool to help travelers find flights that can fit their wheelchairs in the cargo hold.
– If a traveler must book a more expensive flight because of wheelchair size, United Airlines will refund the fare difference.
Who Is Affected by These Changes?
These changes affect all passengers with disabilities who need wheelchair assistance when flying in the United States 🇺🇸, especially elderly individuals who may rely more on this service. The rules apply to all U.S. airlines and any foreign airline operating flights to or from the United States 🇺🇸.
If you or a family member needs wheelchair assistance, these new rules are meant to protect your rights and make travel safer and more comfortable. However, as recent incidents show, problems can still happen, so it’s important to know your rights and what to do if things go wrong.
Current Rights and Procedures for Passengers (2025)
The DOT has published an Airline Passengers with Disabilities Bill of Rights that clearly explains what you can expect:
- Prompt and Timely Assistance: Airlines must help you board, leave the plane, and move through the terminal, including from the curb to the gate and back, and to restrooms and baggage claim if there’s enough time.
- No Unattended Passengers: Airlines cannot leave you alone in a wheelchair or other device for more than 30 minutes if you can’t move by yourself.
- Advance Requests: You can ask for wheelchair assistance ahead of time, but you must also tell airline staff when you arrive at the airport to get help.
- Complaint Resolution Official (CRO): Every airport must have a trained CRO available during operating hours to solve disability-related problems right away.
- Written Responses: Airlines must answer written disability complaints within 30 days.
- DOT Investigation: The DOT will investigate any disability-related complaint received within 6 months of the incident.
- DOT Disability Hotline: Call 1-800-778-4838 (Monday–Friday, 8:30am–5:00pm) for urgent help.
For more details, you can visit the official DOT Air Consumer Protection page.
What Passengers Must Do: Required Actions
If you need wheelchair assistance, here’s what you should do before, during, and after your trip:
Before Your Trip:
– Request wheelchair assistance when you book your ticket. Make sure to confirm your request with the airline a few days before your flight.
– Ask about the size and type of wheelchairs or scooters that can be carried on your flight, especially if you use a larger power chair.
– Check if the airline has a website tool (like the one United Airlines is adding) to help you find flights that can fit your wheelchair.
At the Airport:
– When you arrive, tell airline staff right away that you need wheelchair assistance.
– If you do not get help quickly, ask to speak with the Complaint Resolution Official (CRO).
– Keep records: Take photos, write down the names of staff, and note the time and details of any problems.
If Wheelchair Assistance Fails:
– Immediately request to speak with the CRO.
– Document everything: Take photos of any damage, record conversations, and get witness names if possible.
– Submit a written complaint to the airline within 45 days.
– If the airline does not resolve your complaint, file a complaint with the DOT within 6 months.
– For urgent help, call the DOT Disability Hotline at 1-800-778-4838.
After Your Trip:
– If your wheelchair or device is damaged, ask for compensation or repair right away. The airline must act quickly, and the burden is on them to prove they did not mishandle your device.
– Follow up with the airline and keep copies of all communication.
Implications for Pending Applications and Complaints
If you have a pending complaint or are waiting for compensation from an airline for a wheelchair assistance failure, these new rules and enforcement actions work in your favor:
- Airlines must now respond to written complaints within 30 days.
- The DOT will investigate any complaint received within 6 months of the incident.
- If your wheelchair or device was damaged after January 16, 2025, the new rule applies: the airline must prove they did not mishandle it, or they must compensate you.
- If you are waiting for a flight that requires special wheelchair accommodation, check if the airline has updated its website or booking process to help you find suitable flights.
Statements from Key Stakeholders
DOT Secretary Pete Buttigieg has made it clear that the government is raising the standard for how airlines treat passengers with disabilities. He said, “With this penalty, we are setting a new standard of accountability for airlines that violate the civil rights of passengers with disabilities… aiming to change how the industry behaves and prevent these kinds of abuses from happening in the first place.”
Advocacy groups like the National Disability Rights Network (NDRN) and the Service Employees International Union (SEIU) are pushing for even stronger protections, better training for airline staff, and more involvement from the disability community in shaping future rules.
Practical Implications for Passengers
While the new rules and fines are important steps, real-world problems still happen. Passengers—especially elderly individuals—should be prepared for possible delays or failures in wheelchair assistance, especially during busy travel times, weather disruptions, or equipment problems.
Key Takeaways:
– Expect better training and procedures from airline staff, but be ready to speak up if you do not get the help you need.
– Document all problems as soon as they happen. This is your best protection if you need to file a complaint or seek compensation.
– Know your rights: Airlines cannot leave you unattended for more than 30 minutes, and you are entitled to prompt help and compensation for damaged equipment.
– Use the DOT Disability Hotline and advocacy groups for support if you run into trouble.
Step-by-Step: What to Do If Wheelchair Assistance Fails
- At the Airport:
- Ask to speak with the airline’s Complaint Resolution Official (CRO) right away.
- Take photos and write down details of what happened, including staff names and times.
- File a Complaint:
- Send a written complaint to the airline within 45 days.
- If the airline does not fix the problem, file a complaint with the DOT within 6 months.
- Contact the DOT Disability Hotline: Call 1-800-778-4838 for urgent help.
- Get Support: Contact groups like the National Disability Rights Network (NDRN) for advice and legal help.
Future Developments and What to Watch For
The Federal Aviation Administration (FAA) is studying whether wheelchairs can be safely carried in aircraft cabins. A decision is expected by the end of 2025, which could lead to even more changes in how airlines handle wheelchair assistance.
The DOT is also investigating other airlines for similar problems, so more fines and new rules may be coming soon. Passengers should stay informed and check for updates before traveling.
Summary of Current Status (as of July 19, 2025)
- Wheelchair assistance failures are still a serious problem in U.S. air travel, even with new rules and big fines for airlines.
- Passengers, especially elderly individuals, continue to face hardships like being stranded overnight or losing access to their wheelchairs.
- The regulatory environment is getting stricter, with new rules in effect since January 2025 and more changes likely by the end of the year.
- Passengers now have clearer rights and complaint procedures, but getting real help still depends on how well airlines follow the rules.
If you or someone you know experiences a wheelchair assistance failure, act quickly: document everything, speak with the CRO, and file complaints as needed. This not only helps you get the help you deserve but also pushes airlines to improve for everyone.
For more information on your rights and how to file a complaint, visit the DOT Air Consumer Protection page.
As reported by VisaVerge.com, these changes mark a turning point in how airlines must treat passengers who need wheelchair assistance. However, ongoing problems show that travelers must remain alert and proactive to protect their rights and ensure safe, dignified travel.
Additional Contacts and Resources:
– DOT Disability Hotline: 1-800-778-4838
– National Disability Rights Network: [email protected], 202.408.9514 x122
By staying informed and prepared, passengers who need wheelchair assistance—especially elderly individuals—can better protect themselves and help drive continued improvements in airline accessibility and accountability.
Learn Today
Wheelchair Assistance → Services provided to help passengers with disabilities board, deplane, and navigate airports using mobility devices.
Complaint Resolution Official (CRO) → Airport staff trained to resolve disability-related issues immediately during operating hours.
DOT Disability Hotline → A phone service (1-800-778-4838) offering urgent help for passengers experiencing mobility assistance problems.
Presumption of Liability → Rule assuming the airline is at fault for damaged wheelchairs unless proven otherwise.
United Airlines Settlement → A legal agreement requiring United to improve wheelchair accommodations and refund fare differences.
This Article in a Nutshell
Wheelchair assistance in U.S. air travel faces new rules after incidents stranded elderly passengers. DOT fines demanded upgrades and prompt compensation. Travelers must request help early, document problems, and use complaint officials to ensure dignified, safe support. The landscape improves but challenges remain as airlines adapt to stricter enforcement and accountability.
— By VisaVerge.com
