“Being ignored, dismissed, and treated badly is unacceptable. I wrote an email to the Airlines and filed a formal complaint for the way I was treated. The experience had left me feeling demoralized, helpless, scared, and desperate. But I also left determined to become even better equipped to advocate for myself and others.”

The Airline Lost my Wheelchair… Now What?!

By Diana Acosta-Bacon

Diana is a brain injury survivor, disability advocate, and author, as well as the founder of Accessible Creative Healing Exercises. Her mission in life is to help people express the broad range of human emotions through the power of art.

I’ve always loved to travel, but after becoming disabled, I was a bit apprehensive, to say the least. Travel is both thrilling and stressful for anyone, but as a wheelchair user, it can create a whole new level of fear and anxiety. Fear not mighty warriors, we can do hard things…but we must plan ahead.

I have been very fortunate to have traveled 24 times by plane, and twice by train as a new wheelchair user (since 2018). For the most part, my travels were without major problems; however in 2019, my first trip after my new diagnosis, we flew Allegiant Air to Las Vegas. It was a short, one-hour flight; what could go wrong? Oh, Naïve, little Diana! “They crushed Wildfire!” I remember exclaiming (I name my wheelchairs 😊). My custom built, pink titanium Quickie Q7 wheelchair. I was mortified.

Gratefully, the airline’s insurance, Global Repair, delivered a scooter for our stay, and contacted and submitted paperwork to my local Numotion to arrange repair. Once we were back in Tucson, another scooter was delivered and Wildfire was picked up for repairs. It took four months—not ideal, but all costs were covered and I was treated with kindness, dignity, and respect.   

Well, these last few months have become cringe worthy for many travelers, and I was unfortunate enough to experience such a moment of my own. In December 2022, my husband John and I flew back to Vegas via Frontier Airlines. This time, I flew with my new Jazzy Evo power wheelchair. After landing, my chair was waiting for me at the gate (which it is supposed to be), and after an hour of waiting and searching, we were sent to baggage claim. Still nothing. We were then sent to Frontier’s lost and found, where we were told the unthinkable— they lost my wheelchair! Another hour later, they found it in San Francisco, letting me know they would contact me when it arrived. I was not offered a loaner wheelchair, nor help with transportation to my hotel.

So, there I was, sitting in an airport wheelchair that I cannot operate, with my precious husband holding our bags. The airline staff physically turned their backs and dismissed me. And, well… I start to cry. I Literally had to BEG for help! They apologized and said they had nothing for me, so there we were, a little after midnight, and the staff simply walk away. After more pleading, they disappeared to their back room, and proceeded to offer me a broken rollator/walker with three legs and two wheels! “You can’t be serious?!” I gasped. I didn’t know whether to laugh or cry. They were dead serious! In that moment, I had to summon my inner self advocate! I tried to explain, to reason, stating Americans with Disabilities laws… And I continued to literally beg, asking:

“How am I supposed to cross the street for transportation?”

“How am I supposed to get into my hotel?”

“I am IN a wheelchair because I NEED one. “Pleeease, you need to help me.”

Well, they must have felt pity, because they disappeared for a few minutes and appeared with a bariatric child-sized transport wheelchair. Not my first choice, but I was grateful for anything useable! I’m five-feet tall, and still had to raise my knees to my ears to prevent being dragged. It fit me and our two bags in the seat, and my husband was able to push me. I cried and laughed thinking how we must have looked as we left the airport as quickly as possible. The truth is, this situation isn’t a one-off—events like this happen all the time to disabled people, and they shouldn’t.  

Being ignored, dismissed, and treated badly is unacceptable. I wrote an email to Frontier Airlines and filed a formal complaint for the way I was treated. The experience had left me feeling demoralized, helpless, scared, and desperate. But I also left there determined to become even better equipped to advocate for myself and others.   

“Speak your mind, even if your voice shakes”—Maggie Kuhn

I decided that, in spite of these events, I wasn’t going to stop traveling or living my best life. In fact, John and I are planning a trip to Greece, with extra-long layovers in Amsterdam and Munich in March to visit our son, and we are SO excited (pray for us)!  This time around, I feel better prepared in case I am confronted with any other mishandlings of my assistive transportation devices. Below I have composed some tips that I have learned and have helped me, and that I hope will help you as well, though I hope you’ll never need them.

None of us chose our disability, and we may have challenges, but we also have the right to experience this beautiful world and live the best and safest way we know how. 

TIPS BEFORE YOU FLY

• Investigate locations you want to travel to and find the available accessibility options. Plan, and then have a back-up plan to your plan.

• If you have connecting flights, select ones with a minimum of two hours in-between. If you are in a wheelchair, you will likely be first in the plane to be seated, and last out. I have waited up to an hour for an accessible ramp and wheelchair to arrive after the plane was deboarded. This is also your opportunity to use an accessible restroom and get a snack. Choose a longer connection to allow yourself the time you need to get to your next gate.

• Purchase travel insurance as a safety net if you’re able.

• After purchasing your airline ticket, connect to the airline website to request special services or assistance at the airport and on the flight. There are several options available for your needs and for a caretaker/companion or service dog, if you’re traveling with one.

• Pack noise cancelling headphones. If you do not have any, bring foam ear plugs. But bring something (I use both, and pack extra foam ear buds).

• If you registered and requested a wheelchair, upon arrival to airport, check with the ticket agent or with an agent outside and request a wheelchair. Wheelchair assistants work for the airport, not the airlines. They are required to get you to your gate and assist you with any needs.

  If you’re traveling with your own wheelchair, proceed to your gate.

• If you’re in a wheelchair, you are allowed to stay in your chair. A TSA agent will screen you from your chair. I communicate to them that I have a brain injury and therefore, I do not remove my head phones. They will swab and continue screening. This can be the hardest part for those with sensory issues.

• Check into your gate at least two hours before your flight, communicate your limitations to the gate attendants, and inform them if you’re traveling with a companion. Tag your wheelchair. You will be asked if you need an aisle chair to get seated on the plane or if you’re able to walk from the door with help.

• Take a picture of your chair and your flight ticket/tag connected to your chair prior to flight.

• Don’t be embarrassed or shy about asking for help. 

• Once you arrive to your location, you will need to wait for all passengers to exit the plane before you. Your wheelchair or airport wheelchair assistant should be waiting outside the plane door for you. Be patient with yourself and others.

• Check your wheelchair for any damage; hopefully there is none.

• If your personal wheelchair is damaged, the airlines are required to fix your chair, but once you exit the airport, they are no longer liable. In addition to filing a report with the specific airline, you could also file a complaint with the Department of Transportation if you feel you have been treated unfairly. It bears repeating that you must file a damage report or complaint with the airline as soon as you get off the plane. Once you exit the airport, they are no longer liable.

Keep in mind, not all staff / personnel have not been adequately trained to help or deal with passengers with disabilities when problems arise, and some people may lack empathy and compassion for your situation. Don’t lose heart; you’re heading out on your adventure, so GO and live your best life!

ABOUT BRAIN INJURY ALLIANCE OF ARIZONA

The Brain Injury Alliance of Arizona (BIAAZ) is the only statewide nonprofit organization dedicated to improving the lives of adults and children with all types of brain injuries through prevention, advocacy, awareness and education. BIAAZ also houses the Arizona Brain Health Resource Center, a collection of educational information and neuro-specific resources for brain injury survivors, caregivers, family members and professionals.

What began in 1983 as a grassroots effort has grown into a strong statewide presence, providing valuable life-long resources and community support for individuals with all types of brain trauma at no charge.

The Brain Injury Alliance of Arizona:

• Works with Congressional Brain Injury Task Force
• Houses Arizona Brain Health Resource Center
• Hosts virtual and in-person support groups for survivors and families
• Has Statewide Opioid Use Disorder & Cognitive Impairment Response team with peer support, training, and family wraparound services
• Facilitates Brain Health Advisory Council
• Manages statewide Help Line: 888-500-9165