Air Carrier Access Act of 1986

The Air Carrier Access Act of 1986, also known as the ACAA, was enacted to prohibit commercial airlines from discriminating against travelers with disabilities. Governed by the US Department of Transportation (USDOT), the ACAA mandates rules and regulations for airlines operating in the United States to follow. A few rules under the ACAA specify airlines:

• Cannot require travelers with disabilities to accept special services that the travelers do not request unless there are concerns for safety.
• Cannot take adverse action against someone asserting the rights on their own or on behalf of a traveler with a disability.
• Cannot limit number of passengers with disabilities on a flight.
• Cannot charge for accommodations.

Airline Passengers with Disabilities Bill of Rights

opens in a new windowtransportation.gov/airconsumer/disabilitybillofrights

The Right to Be Treated with Dignity and Respect.
The Right to Receive Information About Services and Aircraft Capabilities and Limitations.
The Right to Receive Information in an Accessible Format.
The Right to Accessible Airport Facilities.
The Right to Assistance at Airports.
The Right to Assistance on the Aircraft.
The Right to Travel with an Assistive Device or Service Animal.
The Right to Receive Seating Accommodations.
The Right to Accessible Aircraft Features.
The Right to Resolution of a Disability-Related Issue.

Continued Advocacy…

There is still a long way to go ensure that air travel is equitable and fair to all. There are many working groups, along with United Spinal Association’s Government Relations and Advocacy and Policy teams, that serve to advocate for actions to enhance accessibility in air travel. Some of these continuing efforts have led to the passing of the Air Carrier Access Amendments Act of 2017, included in the Federal Aviation Administration Act of 2018, which resulted in incorporating accountability measures regarding accessible air travel such as the formation of the opens in a new windowAir Carrier Access Act Advisory Committee and ensuring damaged, destroyed or lost wheelchairs, scooters and mobility devices are counted and listed separately from damaged baggage.

STEP 1:  Research the Airlines

Review the policies of various airlines regarding travelers with disabilities and choose the airline that best meets your needs. See “List of Contact Info” section for a list of contacts for major US airlines.

STEP 2: Find a Flight

If able, try to find nonstop or direct flights to your destination. If no direct flights are available, consider the time required for things like deplaning and traveling to a new gate at your layover airport. Once you’ve factored in all the time needed to meet your needs between flights, find the flight route that works best for you.

If you’re traveling to a far destination, consider breaking up the travel into more than one day to allow your body to rest.

When selecting a flight, research your airline’s accessibility page and information about what wheelchair dimensions can fit in their cargo or in their onboard closet/s.

STEP 3: Request Accommodations

Most airlines will prompt you to self-identify any accommodations you need when booking online. If, for any reason, a prompt does not appear, contact the airline directly to provide advance notice of any accommodations you need.

Call your airline about your accommodation needs and request they add them to the flight notes. At this time, you can also request that you and your companions/family member(s) are seated together at no extra charge and that you are in a seat that best works for you, also at no extra charge. Note: a high-level quad may want a companion or family member seated behind them to allow for upper body straps to go around the seat for greater securement.

Pro Tip!
It is always best practice to request pre-boarding accommodations

STEP 4: Choose your seat (if able)

If you can, choose your aisle, middle or window seat while booking, consider your in-flight needs and select accordingly. If pre-selecting your seat is not an option, contact the airline in advance to notify them of any seating accommodations you’ll need.

Types of opens in a new windowseating accommodations:

Seats with Moveable Aisle Armrests. There are designated aisle seats on an aircraft with removeable armrests. These types of seats provide ease in the transfer process to and from an aisle chair.
Bulkhead Seats. Bulkhead seats are usually the first row of seats in each class cabin. They offer more legroom, but they do not have moveable armrests. These types of seats are favorable for those traveling with a service animal.
Adjoined Seats. An adjoining seat must be provided for personal care attendants traveling with an individual with a disability.
Extra Leg Room. This may be medically necessary for you to assist with transfers and to avoid possible pressure points on your knees.

Connecting, Direct, Nonstop Flights?

Connecting flights Flights with scheduled stops that require you to change planes at connecting airports. If you choose this type of flight, make sure there is enough time between connections for things like deplaning and wheelchair assistance.

Direct flights Flights with a scheduled stop, typically for refueling or dropping-off/picking-up travelers, before reaching your destination. Direct flights do not require a plane change, but you may need to deplane with your belongings during the break.

Nonstop flights Flights that take you directly to your destination without any stops. If able, choose nonstop flights when booking your trip.

Direct or nonstop flights are recommended due to less risk for personal injury or damage to your mobility/assistive devices.

Traveling with a Companion

Travelers with disabilities can choose to travel independently or with a companion. However, a opens in a new windowsafety assistant may be required if airline personnel determine that an assistant is necessary for safety to:

• Provide assistance to a traveler with severe mobility impairments in exiting the aircraft in case of an emergency.
• Provide assistance in establishing communication means necessary for required safety briefings.
• Provide assistance for individuals traveling in a stretcher or incubator.

• Familiarize yourself with your rights as a traveler with a disability under the opens in a new windowACAA.
• Do your research! Ask someone who has traveled before.
• Learn how to protect your assistive device while traveling.

In preparation for your upcoming flight, plan to do the following steps at least one week before traveling:

• Provide advance notice or confirm your requested accommodations with your airline. Call your airline’s accessibility services line.
• Familiarize yourself with the security screening process. See page 18 for more information.
• If traveling with a service animal, complete the opens in a new windowUSDOT Service Animal Air Transportation Formopens PDF file to present to the airline on travel day(s).
• Plan out your bowel and bladder management routine around your travel day(s).
• Bathrooms on single-aisle aircraft are not accessible to wheelchair users. Aircraft with double aisles vary in types of accessible bathrooms available.
• Pack all medications, essential medical supplies, removable seat cushion, and equipment in your carry-on bag in case your checked bags get lost or delayed.

Advance Notice & Medical Certificates

The ACAA does not require travelers with disabilities to provide opens in a new windowadvance notice or opens in a new windowmedical certificates regarding their disability to obtain services or accommodations. However, airlines can request travelers with disabilities to provide a 48-hour advance notice (72 hours for international flights) and to check-in one hour before the departure time for specific accommodations such as:

• Accommodations to transport a service animal.
• Accommodations to use an onboard chair on the aircraft.
• Accommodations to transport a power wheelchair on an aircraft with fewer than 60 seats.
• Accommodations to package batteries for assistive devices for stowage.
• Accommodations to transport 10 or more travelers with disabilities who make reservations as a group

If a traveler forgets to provide the requested advance notice or early check-in, airlines are still obligated to provide accommodations requiring reasonable efforts, without delaying the flight.

United Spinal Association offers many ways to connect with others who may be able to provide advice on air travel:

opens in a new windowUnited Spinal Resource Center Help Desk
opens in a new windowUnited Spinal Social Hour Groups (Twice every Thursday at 1pm and 8pm EST)

According to the USDOT, an opens in a new windowassistive device is any durable medical equipment (DME) that enables users to perform activities of daily living with greater independence. Assistive devices include but are not limited to wheelchairs, crutches, canes, walkers or braces/prosthetics. Listed below are some tips to help you protect your equipment while traveling.

Prior to your travel day, make sure you…

Familiarize yourself with the specifics of your assistive device, including weight, dimensions, battery type, etc.

• Use your device’s manual for reference.

Notify your DME supplier that you will be traveling by plane. This is important to do in case something happens to your mobility/assistive device while traveling. Before your trip, ask your DME supplier for a representative and contact number close to your travel destination for any potential repair and service needs.

Ask DME suppliers in the area that you are traveling to if you can rent the same or a similar device as yours in case something happens to your personal mobility/assistive device while traveling.

Learn the proper care instructions for your mobility/assistive device.

• Know how to disassemble and reassemble any removable or fragile parts for stowage, including locking and unlocking it. If you are traveling with a companion or aide, make sure they know how to do this as well.
• Consult with a specialized seating and mobility therapist for expert assistance.
• Stick warning labels on areas sensitive to breaking and on moving parts such as armrests and joysticks.

Prepare an information sheet for airline personnel with clear instructions on how to care for and store your assistive device. If possible, laminate the sheet or place it in a protective cover as you will place this directly on your assistive device when traveling.

• Many airlines provide their own forms for this. See “List of Contacts” section for more information.

PRO TIP!
Any mobility/assistive device or pieces of a mobility/assistive device stowed in the cabin do not count towards the carry-on baggage limit.

On your travel day, make sure you…

Obtain a gate check tag to attach to your mobility/assistive device if stowing it in the cargo compartment.

Visibly attach your mobility/assistive device information sheet directly on your device.

Disassemble any removeable or fragile parts for stowage. Store parts in a protective case and carry them on to the cabin with you.

If able, personally speak to the airline personnel handling your assistive device, at the gate, to instruct them on how to properly care for and store your equipment. (This creates a record of communication regarding your accommodation requests).

Take a photo or record a video of the condition of your assistive device before turning it over to airline personnel.

Upon arrival to your destination, inspect your mobility/assistive device when returned to you either at the gate or baggage claim.

If your mobility/assistive device was return to you damaged:

• Take a photo or record a video of your assistive device.
• File a complaint with the airline.

Checking-In

• Arrive to the airport 2-3 hours prior to boarding.
• Check-in at the airline’s ticket counter, kiosk, or mobile app.
• Obtain a gate check tag for any assistive device to be stowed in the cargo compartment.
• Obtain a gate check tag for any assistive device to be stowed in the cargo compartment.
• If you requested a guide to assist you through the airport, go to the designated area that the airline indicated.
• Go through security.

PRO TIP!
Confirm your accommodations with airline personnel upon arrival at the airport and at your departure gate.

Before You Board

Confirm your accommodations with the agents at your departure gate.

• If you are traveling with an airline that does not pre-assign seats, this is the time to let them know of the seating accommodations you’ll need.
• If you requested aisle chair assistance to board, confirm with the gate agents that the aircraft also has an onboard chair in case you need to use the lavatory during the flight.

Use the restroom before boarding if time permits.

Prepare your assistive device for stowage.

Priority pre-boarding if you require an aisle chair to board or deplane. S

TSA Security Screening

Every traveler is required to go through the Transportation Security Administration (TSA) checkpoint for screening. Fortunately, TSA has a helpline, TSA Cares, available to provide travelers with disabilities with assistance regarding the screening process. It is best to contact TSA 72 hours before traveling for any specific questions you may have. You may also fill out their online form to request assistance at the security checkpoint.

• TSA also advises travelers with disabilities to fill out a opens in a new windowDisability Notification Cardopens PDF file in advance to present to the TSA officers at the security checkpoint.The card notifies the officers that you may need alternative screening procedures.

.

During the screening process, you can ask for:

• A private screening with or without a companion.
• The screening to be completed in your wheelchair or scooter.

Airline Security Screening

Airlines may require additional screening beyond TSA measures, especially if there’s a concern of possible hazardous items concealed on your person or within your assistive device. This occurrence is uncommon, but if it happens, know that you can ask for a private screening.

TSA CARES
Phone number: 1-855-787-2227
Online form: opens in a new windowTSA Cares Assistance Form

Boarding

Proceed down the jet bridge on your own mobility/assistive device before transferring onto an aisle chair.

If able, transfer into the aisle chair on your own. If unable to transfer without assistance, make sure you clearly communicate to the team assisting you with specific details on how to best transfer you to your assigned seat.

Deplaning

When deplaning, make sure your wheelchair or other mobility/assistive device is waiting for you on the jet bridge before you transfer into an aisle chair.

As with the boarding process, it is important for you to communicate clearly with the team assisting you if you require transfer assistance.

If you experience any issues or feel that your rights as a traveler with disability were violated while traveling, follow the steps below:

1. Document any damages, injuries, or other issues caused by the airline.

• Obtain photo and video evidence.
• Obtain the names of all airline personnel involved in the incident.
• Obtain contact information of any witnesses, if able.

2. File a complaint with the airline’s Complaint Resolution Officer (CRO) immediately.

The CRO will provide you with a written statement on whether they agree or disagree if an ACAA violation occurred. All written statements should include a summary of the incident and planned action steps, if any.

Complaint Resolution Officer (CRO)

CROs serve as the airline’s specialist on disability related issues and have authority to resolve complaints on behalf of the airline. Each airline is required to have a CRO available during operating hours either by telephone or present at the airport.

3. VERY IMPORTANT! File a complaint with the USDOT within 6 months of the day of the incident.

• OPTION #1: Submit a complaint through the USDOT’s Air Travel Service Complaint of Comment Form.
• OPTION #2: Submit a complaint by sending a letter by mail to the USDOT.

Office of Aviation Consumer Protection
US Department of Transportation
1200 New Jersey Avenue, SE
Washington, DC 20590

4. Follow-up with both the airline and the USDOT.

Continue to follow-up with both the airline and the USDOT as needed.

Below is a summary of available accommodations for travelers with disabilities, particularly for those with mobility impairments. To review all accommodations and services available to all travelers with disabilities, please refer to the opens in a new windowACAA or contact the USDOT’s hotline for travelers with disabilities at 1-800-778-4838.

Airport Accessibility Features

• Designated animal relief areas.
• Accessible facilities in airline terminals that comply with opens in a new windowTitle III of the Americans with Disabilities Act, including accessible kiosks.
• Closed captioning with high contrast displays on all televisions and other audio-visual displays.

Aircraft Accessibility Features

• Designated opens in a new windowseats with moveable aisle armrests.
• Adjoined seats for personal care attendants accompanying travelers with disabilities.
• opens in a new windowAccessible lavatories for aircrafts with more than one aisle.
• opens in a new windowOnboard chairs equipped for aircrafts with more than 60 seats.
• Designated priority spaces for assistive and medical device stowage onboard.
• Closed captioning with high contrast displays on all televisions and other audio-visual displays.

Service Animals

The ACAA defines service animals as dogs (of any breed and size) trained to perform tasks for the benefit of disabled travelers.

• Airlines cannot charge travelers with disabilities for providing transportation for a service animal.
• Airlines must allow service animals to accompany their handler on the traveler’s lap or foot space, as long the service animal does not encroach on another traveler’s space and the service animal complies with safety regulations set by the Federal Aviation Administration.

Airport Services

• opens in a new windowWheelchair guide/assistance – a service provided by airlines to assist travelers with disabilities within the airport. This service includes assistance to and from varying locations in the airport such as the airport drop-off point, security, gates, baggage claim, restrooms, service animal relief areas, ground transportations, etc.
• Assistance to package batteries of assistive devices in preparation for stowage.
• Pre-boarding.
• Boarding and deplaning assistance, including use of personnel assistance, ground wheelchairs, accessible motorized carts, aisle chairs, lifts, ramps, etc.

Onboard Services

• Assistance with using an onboard chair.
• Assistance with moving to and from seats (e.g: seat strapping: https://www.transportation.gov/airconsumer/seat-strapping-wheelchairs-2013-word)
• Assistance with preparations for eating, such as opening packages and identifying food.
• Assistance with moving to and from the lavatory.
• Assistance with storing and retrieving carry-on items and mobility aids stowed in the cabin.

Onboard services NOT included:

• Assistance with eating.
• Assistance within the lavatory.
• Assistance with medical services (i.e., medication management).

Stowage of Assistive Devices: Aircraft Cabin
Assistive devices such as manual wheelchairs, canes, crutches, walkers can be stowed in the aircraft cabin in designated priority spaces, overhead compartments, and under seats.

• Assistive devices stowed in the aircraft cabin do not count towards carry-on baggage policies.

Stowage of Assistive Devices: Cargo
Assistive devices that cannot be stowed in the aircraft cabin have priority in the cargo compartment over other cargo and baggage.

• Assistive devices stowed in the cargo compartment should be among the first items to be retrieved for a timely return to owners.
• Assistive devices stowed in the cargo compartment are to be returned to owners at their request either at baggage claim or at the door of the aircraft.

Below lists contact information for major US passenger airlines certificated by the Federal Aviation Administration. Within the table also includes links to airline specific accommodation request forms and airline specific assistive device information forms, if applicable.

Note: Click on the ‘X’ to access airline specific accommodation request forms and airline specific assistive device information forms.