Disabled travelers face flying frustrations

By Thurston Hatcher
CNN

ATLANTA, Georgia (CNN) -- In these times of overcrowded terminals, cramped cabins and seemingly inevitable flight delays, almost every air traveler encounters obstacles. For some people, they can be a lot more imposing.

"People with disabilities are just impacted more strongly because they already have these special issues," said Laurel Van Horn, executive director of the Society for Accessible Travel & Hospitality.

Among the hassles: inaccessible airplane restrooms, wheelchairs damaged in a cargo hold, frustrating flight connections and expensive oxygen supplies. Some travelers have even been stranded on empty planes.

"I've heard horror stories of people being left a couple of hours on there," said Carol Randall, co-founder of Access-Able Travel Source, a Web site geared toward travelers with disabilities.

RESOURCE Read the DOT's information for disabled air travelers

COMPLAINTS If you feel an airline has violated federal requirements, you can contact the Transporation Department at the following address: Department of Transportation Aviation Consumer Protection Division, C-75 400 Seventh Street, S.W. Washington, D.C. 20590

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Law helps disabled fliers

The United States' Air Carrier Access Act prohibits discrimination against disabled air travelers and includes many provisions aimed at improving access and easing the journey.

"It used to be when you went to the airport, you didn't know whether you were going to go or not. Compared to the bad old days, things are definitely better," Van Horn said.

Still, there's no guarantee of a trouble-free flight.

"Different airlines to a better job than others," Randall said. "They all kind of know their laws, and the problems come in, I think, more with attitude and poor service."

In most cases, airlines can't require advance notice that people with disabilities will be traveling. But there's no point in tempting fate, Randall says, so you should do what you can to help the airline help you.

"Give them the opportunity to do it right," she said. "If you want special services, they've got to know you want it."

Transporting wheelchairs

One of the biggest challenges involves wheelchairs and scooters on the trip. They don't fit on planes, so they typically must be stored in a baggage compartment.

"The biggest fear of someone using a mobility device is they're going to destroy it, and they have done that," Randall said.

To help protect such equipment, Van Horn recommends removing any piece that could come loose beforehand. Short of that, label all pieces with your name and address.

Randall also suggests checking your equipment at the gate, then requesting it again during the layover, so it's not as likely to be handled roughly with other baggage.

Also, remember that collapsible wheelchairs often can be stored in the cabin closet on a first-come, first-served basis.

Suitable seats

On board, some disabled travelers prefer bulkhead seats, which offer more leg room and enable other passengers to get by and around them with minimal disruption.

But Van Horn finds that those same seats often don't have movable arm rests, which some disabled people need to shift into their seats from a mobile aisle chair. The law requires that planes with 30 or more seats have the movable arm rests on half the aisle seats for that reason.

Layovers also can be frustrating for travelers, given the extra time they need to get on and off a plane and get their equipment. Randall recommends booking longer layovers, when possible, to give travelers plenty of time between flights to eat, find a restroom and get to the next gate.

Problem solving

Airlines can require someone to travel with an attendant only under limited circumstances. If the airline and passenger disagree about the need for one, the airline can require an attendant but cannot charge for the ticket.

Whatever the problem, travelers can seek recourse by asking for the airline's complaints-resolution official, who typically will have more training in the law than the average ground personnel.

"If you have any problems in the course of your trip, any kind of dispute, you can request to speak to that person," Van Horn said. "You can get things straightened out pretty much right away."

Van Horn also recommends filing a complaint with the U.S. Department of Transportation, which compiles complaints and publishes the number it receives for each airline.

While U.S. law spells out rights for disabled travelers, those guarantees don't exist in some other parts of the world. Wherever you're flying, do some research and plan ahead so you'll have a better sense of what you're likely to encounter.

"What I try to teach people is take responsibility for yourself," Randall said. "You can raise the odds in your favor as far as equipment damage or service or whatever, but you've got to be realistic about what can be done."