Do airlines prioritize accessibility?

When the Department of Transportation releases monthly data about air travel, Paste BN consumer travel reporter Zach Wichter scours the report for one specific number: How many mobility devices, such as wheelchairs or power chairs, were damaged by airlines?

These numbers matter to Wichter because they represent the real-life experiences of travelers with disabilities, a population often overlooked by industry stakeholders focused on making air travel as expedient and low-cost as possible. This efficiency mindset can make accessibility a lower priority, he said.

"We can see through this data there is a lot of damage to tens of thousands of mobility devices," Wichter said. According to the DOT report, airlines "mishandle" on average about 1.5% of the mobility devices they transport. In 2022, airlines carried 741,582 wheelchairs and scooters, and there were 11,389 incidents reported to the DOT. That's an increase from 2021, when carriers transported 553,969 mobility devices and 7,239 incidents were reported.

"It's nuts," he said "That's a huge number."

👋 Nicole Fallert here, and welcome to Your Week, our newsletter exclusively for Paste BN subscribers (that's you!). This week, we talk with Wichter about his series for Paste BN covering the experience of travel for people with disabilities.

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'When they tell you that number, they leave out a lot'

Wichter has been covering the airline industry for years, but recently he has focused on the number of mobility devices "mishandled" by airlines − specifically the spectrum of severity involving these incidents, from slight damage to total destruction of an essential device. His findings have resulted in an ongoing series for Paste BN featuring what these experiences mean for travelers with disabilities.

"The idea for the series is really to put a human face on a big number," Wichter said. "If a non-disabled person had a 1.5% chance of getting a leg broken on an airplane, we'd be doing a lot more to make air travel safe."

The series is personal for Wichter. Before he joined Paste BN, he traveled internationally with a cousin who has cerebral palsy. The airline forgot to put his relative's wheelchair on the plane. By the time they landed, they realized the situation, and the incident severely altered their trip as they navigated renting a mobility device in a foreign country.

"I've seen firsthand how much mobility aids mean," he said. "This is a known issue within the community but not outside the community. Bringing it to life does put pressure on regulators and the airlines to do more about it."

While Wichter says progress has been slow, one opportunity this year for change is the reauthorization of the Federal Aviation Administration. Some amendments would target legislation for disabled travelers. Though these efforts won't solve the issue right away, Wichter highlights small wins, such as a concept for a new airplane seat design for power wheelchair users that allows them to remain on their own devices while flying.

Something he said is "hard to wrap his mind around" is how varied the resolution experience is for people whose devices have been damaged. Some receive replacements quickly while others wait months − or don't even file a claim because the process is too strenuous.

"While we have data for how often it happens," he said, "It seems like there's not really a standard formal process to get a replacement."

Those who get a replacement say they feel "lucky," a common reaction that surprised Wichter and has influenced his reporting. Even when faced with a devastating outcome about a device, they're truly resilient.

"They could be home bound for weeks and months," he said. "As a reporter it always jumps out to me how those folks have still managed to find the silver lining."

Zach's tips for accessible and inclusive travel:

• If you use a mobility device: "Be your own best advocate. Talk to customer service agents at the airport and lay out what your specific device requires. Many airlines are inconsistent in their protocols, and even with a system in place, the baggage handlers can still fail to do what's necessary. Voice what you need."
• If you don't use a mobility device: "Advocate, but always ask for someone's permission before you jump in. If there's someone on your flight having an issue, don't just be a silent bystander if it seems that you could be helpful."

If your own mobility device was damaged or lost by an airline this year, please share your story with using the form linked here.

Read more from Paste BN's mobility and travel series:

• Airlines need to stop treating mobility equipment as luggage, a disabled traveler says.
• Traveling with a wheelchair is ''different for every single person and every single device.''
• 'At the airlines' mercy': Travelers say carriers must treat mobility devices more carefully.
• This traveler is considering amputation after her wheelchair was redamaged.
• 'Priceless' loss of dignity: Traveler Emily Voorde said she lost independence when an airline damaged her wheelchair.

Thank you

I will keep Wichter's reporting in mind as I head on upcoming travels. Thank you for supporting our journalism with your subscription. Journalism like this wouldn't be possible without you. 

Best wishes, 

Nicole