Mobility in Airports

Bill our reporter is well travelled and shares his experience of mobility support in airports.

There are now lots of ads, on social media, for powered mobility aids to scoot you through airports without needing human assistance. It isn't a straightforward operation, a few problems are added on to your travel, up to and including that the plane you wish to travel on may NOT be able to carry your chosen machine.

I have had the pleasure of reading about the U.S airline, United, coming up with a new booking plan for people using powered wheelchairs. This allows users to easily plan for travel on planes which will accept their mobility aids. The plan allows for refunding of the difference in ticket price, should the cost be increased by the new routing.   

Having had my scooter lost in transit, by Air Canada, and wrecked by British Airways, for which they have denied responsibility (goodness knows who they think did the damage), United Airline's tracking of the equipment ON to the flight and signaling to the passenger that it is loaded ... sounds wonderful.

I have travelled a lot, with my mobility aid, and handing it over to the loaders in the knowledge that you may never see it again, isn't nice. At least I now know, due to being allowed to roll up to the aircraft door, that the machine has reached the aircraft. I, sometimes, see it loaded. What happens inside the hold is the next worry. I well remember the flight deck informing the plane that take-off, from Vancouver, was being delayed by a problem with loading and thinking, UH OH!! My Scooter!? After waiting a full twenty minutes at Heathrow for a machine that no longer worked was the next clue to the delay.

It is amazing to be told by a man in suit and tie, that he is a manager, then having another, "manager", tell me to have the scooter repaired and send the bill to BA .. only to have the airline deny that I had reported the damage. This may explain why I'm so impressed with what United Airlines are doing.

I still recommend travelling with your aid. Just make sure that the Airline knows that it is coming (you could be refused loading) and that you comply with their regulations. Try to get EVERYTHING in writing! I have been, initially, refused loading by Lufthansa. They said that I was supposed to liase with their Assistance Department. I showed the check-in agent two emails, sent in answer to my request for assistance, telling me that they would "get in touch". They didn't "get in touch" but I had proof that I, myself, had "got in touch".  I only wish that I had asked for proof of identity from a couple of British Airways "Managers"! 

Accessing special assistance at the airport | Civil Aviation Authority (caa.co.uk)