Sunday, July 22, 2018

Traveling With Those Less Able

by The Savvy Passenger (writer), Lehi, UT, October 01, 2011

While most of us are tolerant of a physically-challenged passenger’s need for extra time, there appears to be a growing tide of backlash and discrimination by fellow passengers.

I was witness to an increasingly unfortunate situation as I commuted home the other day – one that hits closer to home than most people may realize.

As I waited in the gate area of my flight home, the gate agent made the announcement that boarding would begin shortly, as soon as the less able passengers who were ticketed on this flight were accommodated onboard and situated. On this particular flight, there were nine wheelchairs waiting for boarding, one that was an electric wheelchair, which clearly meant that a little more time would be necessary to board this individual using the airline's aisle chair on the plane.

While waiting in the boarding area, and quietly listening in on various conversations going on around me, I overheard a couple near me vocally protesting the extra accommodation by the airline and they were clearly upset that the extra time needed would cause them to arrive late to catch a connecting flight down the line. As they continued, a few people within earshot chimed in as well, all offering their own opinions about how the disabled and physically challenged passengers should be handled, one even going so far as to suggest that they should be restricted to certain aircraft types or even find themselves another method of travel. I was silently shocked at this conversation and began to wonder if these people were just unsympathetic idiots, or if this opinion was beginning to find traction among airline passengers in general.

Clearly, most of us are tolerant of the special needs of those less fortunate in physical abilities – in virtually every aspect of our daily interactions. We gladly make way for them, and are glad to be of service when they ask. While there are some cultural anomalies in this world that look down upon the disabled and handicapped, in the United States we seem to have evolved far enough to warrant added patience and we find ourselves wanting to help those who require a bit more human touch than most. But as I observed here, there was definitely a different feeling brewing in this gate area.

In 1986, the United States Congress passed the "Air Carrier Access Act" which spelled out specific requirements the airlines must follow regarding the handling of disabled passengers, which in many ways mirrors the "Americans with Disabilities Act" to protect these passengers from blatant negligence or unintentional neglect from the airline carriers. Over the years, there have been many changes to this law, many of which went into effect in May 2009. You can find a complete list of these changes, along with the requirements for special accommodation by the airlines at the U.S. Department of Transportation's "Civil Rights" page regarding passengers with disabilities.[1]

A recent survey by the Scope Foundation, a charity that supports disabled people and their families, revealed that over 47% of disabled people faced some sort of discrimination while traveling. Of that number, 15% claimed they faced "high-level" abuse. And the Commission on Equality and Human Rights (CEHR), who later this fall, will be publishing a report on violence towards those with disabilities while traveling, says that travel is one of the "hot spots for violence and harassment targeted at disabled people.”[2]

The airlines have had their share of mishaps regarding physically and mentally challenged travelers, and have paid huge penalties for not being proactive enough. In Feb. 2011, Delta Airlines was slapped with a $2 million fine by the DOT for violating 14CFR, especially after it had been investigated four years earlier for similar violations and no improvements had been determined.[3] The DOT also fined Atlantic Southeast Airlines $200,000 in June 2011 for similar violations.[4]

Thankfully, with the assistance of watchdog groups such as Scope and CEHR, airlines have been forced to devote some of their resources to make sure this sector of the public is not only seen, but also treated with respect and dignity when they travel. As much as it excites me that progress has been made in this area, it’s frustrating to see the backlash (especially first hand) from the public at large when it comes to the handicapped.

With more people flying than ever before, and airlines facing huge push-back from travelers who feel they are being gouged with additional fees, but seemingly very little improvement in the airline travel experience, it's not surprising that people in general have begun to transfer their frustrations on any small thing that causes them even a minute's worth of delay. The problem seems to be growing, but is there a solution? Can we, as a society, condone a growing outrage towards those who have additional physical and mental challenges who need the additional time and resources of airline personnel to travel?

I said at the beginning of this topic that this hits close to home for me. My sister has been a paraplegic since she was three years old. Today, at 26, she is happily married with three children, and is quite able to get around (especially with three kids!). While she was growing up, she would crawl around on the floor using her arms to propel her from place to place. She may have been physically disabled, but she never quite seemed physically limited.

Hearing these people in the boarding area of my flight publicly voicing these kinds of ignorant remarks makes my blood boil, but traveling in an airline uniform limits my ability to speak my mind. Believe me; had I been an ordinary passenger in that boarding area, they would not have gotten off so easily!

Most customer service oriented positions, especially in the airline industry, require training in sensitivity and the proper protocol for dealing with passengers with disabilities. While not perfect by any stretch of the imagination, it tends to improve the quality of service that the disabled need just to get from one place to another. Even if I weren’t in the position I hold, I would still never think to discriminate, especially against those less physically or mentally able than I. I don’t park in handicapped spaces in parking lots, and I go out of my way to open doors, or assist when I see someone struggling, handicapped or not.

It’s pretty sad to think that the public in general is increasingly less tolerant and I hope that by shedding light on this subject, that trend may be reversed.


[1] U.S. Department of Transportation, Aviation Consumer Protection and Enforcement, Rules Guidance & Enforcement Orders, 14CFR Part 382 “Nondiscrimination on the Basis of Disability in Air Travel,”

[2] The Telegraph, UK News, “Disabled passengers face 'rising level of abuse on public transport,'” Jun. 11, 2011,

[3], Money, “DOT Fines Delta $2M for Disability Violations,” Associated Press, Feb. 17, 2011,

[4] U.S. Department of Transportation, Releases and Speeches, “Atlantic Southeast Airlines Fined for Violating Rules Protecting Air Travelers with Disabilities,” July 11, 2011,

About the Writer

The Savvy Passenger is a writer for BrooWaha. For more information, visit the writer's website.
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2 comments on Traveling With Those Less Able

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By TonyBerkman on October 01, 2011 at 07:12 pm

The talk that you over-heard is disgusting and I hope it isn't the belief shared by the typical traveler. Your unique position and excellent writing is what makes the internet such an incredible resource. Where else, at anytime in history would we have access to such a thoughtful and well reasoned analysis?

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By Static on October 01, 2011 at 09:35 pm

Thank you for giving those travelers with a disability a voice. I think it's pretty callous of those people to single out the disabled individuals as being the problem, when in reality it's more the airline's responsibility to accomodate all it's passengers in a timely and efficient manner.

Too often I have also experienced similar treatment of the disabled and their transportation including the necessary accomodations that are required for their safe travel. I have made my living for the past six years as an EMT with private ambulance services which provide transport to persons with disabilities that range from temporary to permanent in nature.

Most of it is non-emergent care, such as inter-facility service, hospital discharges, long-term dialysis patient and psychiatric transport, etc.

Many other drivers on the road are rude, impatient, even wreckless - ignoring that there are rules of the road and etiquette to follow - not to mention someone's family member who may be 90+ years-old and not in good health riding in the back of our vehicles. This is someone's grandmother, mother, or sister. How would they feel if someone treated them or thier loved ones this way?

I also have persons close to me who have had various disabilities and experienced first-hand the discriminatory behavior of others. On one occasion an individual who was waiting to park next to our vehicle starting exclaiming that we didn't "look" disabled and therefore shouldn't be parking in the handicap space. Even though the person I was with has Multiple Sclerosis and was having a good day and could walk without any obvious signs of being physically impaired because it was a good day. Let me tell you I never felt so good in my life than to get in this guys face and set his ass straight. In the end he apologized but the audacity some people have to make their claims based upon assumptions and ignorance.

This behavior also extends to facilities such as hospitals and parking lots where people are trying to load and unload passengers. Many individuals are prone to lose their composure with the amount of time it takes for us to load our patients. It's shocking at how bold some folks are when it comes to their needs. They don't realize how unreasonable they are being half the time, and I think the other half they just don't give a damn.

It seems people always single out the weakest link to place blame upon. It's easy and convenient to pick on the weakest members of society because they figure that they cannot fight back. What a cowardly thing to do. So often you hear stories where people have blamed victims of violent crimes for example. And this treatment of the disabled would be no different.

I can only imagine what it must be like for commercial transportation with such a large volume of persons to handle on a daily basis. The pressure must get to be terribly difficult to handle some days.

Kudos for keeping your cool and reserving your ire and proactive approach by writing an article that seeks to inform and reflect on the inconsiderate ways people behave towards the disabled.

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