Flying from one place to another can be challenging for anybody and particularly so for many deaf and disabled people. In most cases, with the correct preparation, the outcomes are successful and there are no major issues. However, when things go wrong, they can cause major problems and distress for all parties.
Recently we have had a discussion around airlines and airports and some of the experiences that have occurred. We would like to use the outcome of our discussions to raise awareness and suggest some ways forward. The synopsis below comes directly from the #SOS debate.
We started with an account of a passenger flying into Frankfurt from Nigeria who had her powered wheelchair confiscated and the battery removed at the airport. As a delegate for the 2025 Global Disability Summit in Berlin, she had to travel on to her venue. She was given a manual wheelchair which she could not use properly due to her lack of arm strength. After the Summit, she returned home through Frankfurt, and was given back her powered wheelchair, but found it was damaged. Back home, she is currently unable to use it. Later in the discussion a similar experience was shared by another power wheelchair user from South Africa.
The respondent from South Africa discussed the need to approach the airline directly and highlight the needs of the passenger, making sure the airline are aware of the details of the chair, and the passenger understands the flight companies’ access and inclusion policy. As a disability activist she also suggested that regular issues of reporting, feedback and, suggesting changes in policy and practice and, where necessary, campaigning for change maybe appropriate.
This was followed by a deaf person, also from South Africa, who spoke about a time when they travelled to Boston without their Sign Language interpreter. They highlighted the disbelief by the customs people that they could not hear, and a fellow passenger had to step in and say “Yes, the person is really deaf”.
Then we heard from a Kenyan #SOS participant who spoke about a time she had to remove her calliper’s because the authorities wanted to check them for drug trafficking. This was also echoed by someone from Zambia. These two stories brought a response of “Nonsense” what’s the use of having all the expensive checking devices.
A story from Ghana revealed how a business partner from Denmark had flown into Kotaka International Airport to continue their journey to Tamale. The person in question was advised they would have to board the plane without assistance which they could not do. Consequently, the host waiting for him in Tamale had to organise a 13-hour road trip up country.
This story from Ghana lead to a legal case which ended up with the court requiring the Ghana Civil Aviation Authority developing and issuing guidelines concerning assisting people with disabilities to pass through its airport and fly on to their next destination.
From Wales a wheelchair user, with over 30 years airline travel knowledge, shared their experience of airline and airport assistance for disabled people. He reported that solo travel has become increasingly difficult since 2000. Airlines have insisted that people need as little help as possible whilst in the air; for example using the toilet and eating or drinking. Another incident included an airline being unable to take his power wheelchair on the plane despite pre-booking it, followed by a public discussion as to whether he and his wife wanted to fly to their destination without the chair, or get off the plane.
Another Kenyan contributor highlighted the following questions to be asked.
1. What steps can be taken to ensure that assistive devices such as powered wheelchairs, hoists, or backup batteries are properly logged, transported, and prioritized as essential equipment, not optional luggage?
2. What improvements can be made to the booking process to ensure that passengers with disabilities can clearly communicate their equipment and support needs, and receive confirmations or clarifications in writing well before the flight?
3. Should there be an international standard operating procedure (SOP) across airlines for handling passengers with mobility devices, and how can this be enforced at all airports, not just major ones?
4. What collective actions e.g. coordinated campaigns, travel reviews, or airline scorecards can disable communities initiate to hold airlines accountable and push for global improvements in accessible travel?
These stories have come to light because of the discussions within #SOS. During the covid lockdown we heard stories of people being left on aeroplanes because of lack of staff to assist them. However, these incidents seem to have occurred in more normal times. Whilst acknowledging the role of litigation and the insurance companies need to cover the people concerned, there is a need for a more open discussion about the issues being raised if Deaf and Disabled people are going to continue traveling comfortably & safely.