On Monday, the U.S. Department of Transportation (DOT) unveiled new regulations aimed at improving the travel experience for passengers with disabilities. These new rules, designed to protect individuals who use wheelchairs and other assistive devices, will hold airlines accountable for ensuring safer, more dignified treatment of travelers. The guidelines also outline comprehensive measures for training airline employees, handling mobility devices, and addressing service failures that negatively impact passengers with disabilities.
The regulations, set to go into effect between January 16, 2025, and June 17, 2026, depending on the specific rule, come after the DOT reported that for every 100 wheelchairs or scooters transported on domestic flights, at least one is either delayed, damaged, or lost. This statistic has raised concerns among advocacy groups and prompted the government to take action.
Transportation Secretary Pete Buttigieg emphasized that the new rules are an effort to ensure all passengers, regardless of ability, experience safe and respectful air travel. “Every passenger deserves safe, dignified travel when they fly,” Buttigieg said in a statement. “With these new protections, we are setting a new standard for air travel one that provides clear and thorough guidelines for airlines to ensure passengers using wheelchairs can travel safely and with dignity.”
Among the key provisions, airlines are now required to offer assistance that protects passengers with disabilities from injury and respects their privacy and autonomy. This includes requiring hands-on training for all employees who assist passengers with mobility issues or handle wheelchairs and scooters. The DOT has emphasized that this training must be conducted annually, ensuring that airline staff are equipped to handle various needs with competence and care.
Another major aspect of the new rules is the stringent requirements for handling assistive devices. Airlines will be held responsible for ensuring that any checked wheelchairs or scooters are returned in the condition they were received. If a device is damaged, delayed, or lost, airlines will face presumptions of mishandling under the Air Carrier Access Act (ACAA). This rule aims to prevent the frustration and inconvenience faced by many passengers with disabilities when their equipment is not handled properly.
Furthermore, if a wheelchair or scooter is delayed, the new regulations stipulate that airlines must ensure the device reaches its owner within 24 hours for domestic or short international flights and within 30 hours for longer international flights. The DOT has also mandated that airlines provide clear notifications to passengers when their assistive devices are offloaded from the plane.
The DOT’s initiative goes beyond passenger assistance and touches on the quality of equipment itself. By October 2, 2031, all airlines must ensure that the onboard wheelchairs available for use on planes with over 60 seats meet new standards for safety and accessibility.
Some airlines, including United Airlines, have already made strides in improving services for passengers with disabilities. For instance, United recently launched a feature allowing customers to easily identify flights that can accommodate their mobility needs. These proactive changes set an example for other carriers to follow as they prepare to implement the new DOT regulations.
This push for greater accountability and support for passengers with disabilities is part of the DOT’s broader effort to expand airline passenger rights. The department has recently rolled out policies aimed at improving transparency around airline refund rules, family seating, and a comprehensive bill of rights for passengers with disabilities. As the industry adapts to these changes, the hope is that air travel will become more accessible and equitable for everyone, ensuring a better flying experience for all passengers, regardless of their abilities.
