Jo Winter thought her A$3,536 travel wheelchair would be her ticket to independence after months of being housebound due to multiple sclerosis treatment. Instead, it became the centre of one of the most humiliating experiences of her life when airline staff at Birmingham Airport told her to 'hurry up' as she was forced to walk across the tarmac without her mobility aid.
The 50-year-old mother from Moseley was looking forward to exploring Copenhagen with her daughter Sally, after undergoing chemotherapy treatment for MS in January that left her unable to leave home for four months.
What Jo didn't know is that her experience reflects a widespread problem: airlines damage, delay or lose 1 out of every 100 wheelchairs transported, with over 11,000 reported incidents annually.
A Holiday Becomes a Nightmare
The trouble began on July 7 as Jo and Sally prepared to board their Scandinavian Airlines System (SAS) flight. Jo had carefully researched and purchased a lightweight, flight-safe travel wheelchair with a lithium battery, specifically designed for air travel. She can walk but struggles with fatigue—the most debilitating symptom of her MS.
After a staff member initially tagged her wheelchair for transport, another employee removed the tag, claiming the chair wouldn't be permitted on the 'full' plane. What followed was a scene that other passengers witnessed from the boarding stairs:
Jo crying on the floor before being forced to drag her luggage across the tarmac and up the aircraft steps while being told to 'hurry up.'
'It was one of the most humiliating experiences of my life'
When her 18-year-old daughter tried to advocate for her mother, explaining that Jo was protected by equality legislation and that her wheelchair met all airline requirements, staff dismissed her concerns.
The Bigger Picture: A Systemic Problem
Jo's experience isn't isolated. Research shows one in ten people with disabilities avoid flying due to fear of bodily harm, wheelchair damage, or aircraft inaccessibility. An estimated 5.5 million Americans use wheelchairs, and data shows airlines damage, delay or lose 1 out of every 100 wheelchairs transported on domestic flights.
The issue has become so serious that in October 2024, the US Department of Transportation issued a landmark $50 million penalty against American Airlines for serious violations protecting passengers with disabilities, including unsafe physical assistance that resulted in injuries and undignified treatment of wheelchair users.
What's Changing for Travellers
Help is on the way. New US regulations took effect on January 16, 2025, requiring airlines to meet more rigorous standards for accommodating passengers with disabilities. The changes include:
- Annual hands-on training for airline staff who assist passengers with disabilities or handle wheelchairs, with competency assessments required by June 17, 2026
- Requirements for 'safe and dignified' assistance that doesn't increase risk of injury and respects passengers' independence and privacy
- Airlines must return delayed wheelchairs within 24 hours for domestic flights and 30 hours for international flights, providing loaner equipment while repairs are completed
Australian Travellers: Know Your Rights
While these US regulations primarily affect flights to, from, or within America, Australian travellers have their own protections and resources.
Australian Resources for Travellers with Disabilities
Smartraveller.gov.au provides comprehensive disability travel advice
Civil Aviation Safety Authority (CASA) offers specific guidance for flying with disabilities
Travel insurance must cover declared disabilities—insurers cannot deny coverage based on disability alone
Airlines cannot charge extra for mobility aids as baggage
Australian travellers must declare their disability to travel insurers, even if they don't think it will affect their trip. Failure to declare can result in claim denial, but insurers cannot deny coverage based on disability.
Before booking, Australian travellers should ask airlines about airport accessibility, whether they use aerobridges, moveable armrests, and what support services are available. Services may include customer assistance at kerbside, help with check-in and baggage, and wheelchair assistance.
Understanding MS and Travel Challenges
Multiple sclerosis affects everyone differently, but travel poses particular challenges. Sitting in vehicles or being confined to airplane seats for hours may not work well for people with MS, as the condition can leave people with less energy and limited mobility.
Jennifer Digmann, who has used a wheelchair for 15 years due to MS, offers a different perspective on mobility aids: 'Without my wheelchair, I never would have had the independence to live in my own home, earn my graduate degree, travel throughout the United States, and marry Dan, the man of my dreams... he sees me, not my wheelchair. It's just what I need to move around better and live a quality life.'
MS Travel Tips from Medical Experts and the Community
- Contact airlines weeks before travel to arrange wheelchair assistance and coordinate with the Transportation Security Administration
- Pad your travel schedule with extra time for breaks and rest; take advantage of wheelchair assistance to decrease physical demands
- Consider giving yourself a day to rest when you arrive at your destination and when you return home
- Bring enough medication to last the trip plus extra days; you may need a doctor's letter for pharmacy and insurance approval
- Even if you don't usually need walking help, consider requesting wheelchair assistance to save energy and move more quickly through airports
Preventing Similar Incidents
Travel experts recommend several strategies to avoid situations like Jo's:
Before booking: Research airline accessibility policies and track records. Provide advance notice when travelling with a personal wheelchair, confirm it will fit in cargo holds for smaller planes, and share information about size, weight, and battery type. Some airlines have wheelchair information forms available online.
At the airport: Arrive one hour prior to normal check-in time if travelling with battery-powered wheelchairs. Attach clear assembly and disassembly instructions to wheelchairs to assist airline personnel. Document your wheelchair's condition with photos before boarding and report any damage immediately upon arrival.
Did you know?
Know Your Rights
Airlines must check and return assistive devices in the same condition as received. You can request that wheelchairs be returned at the jetway rather than baggage claim, as close as possible to the aircraft door.
A Tale of Two Experiences
The contrast in Jo's treatment was stark. While Birmingham staff humiliated her, the SAS crew and Copenhagen staff were 'absolutely fantastic,' she said. The Copenhagen manager immediately apologised, arranged for her wheelchair to be flown over, and it arrived at her hotel on the second day of their trip.
This inconsistency highlights the importance of proper staff training. Current US regulations direct the Department of Transportation to ensure airline personnel receive annual training including hands-on instruction and proper equipment use.
SAS has since apologised, acknowledging the situation 'was not handled as it should have been' and noting they've contacted station managers in both cities to provide feedback and training improvements.
The airline noted the wheelchair wasn't pre-registered at booking but recognised this shouldn't excuse how the situation was experienced.
The Path Forward
Jo and her family hope sharing their story raises awareness about the need for proper disability training in the travel industry. 'Every passenger deserves safe, dignified travel when they fly,' said US Transportation Secretary Pete Buttigieg, announcing the new protections.
'We're establishing a new standard for air travel with clear guidelines for airlines to ensure passengers using wheelchairs can travel safely and with dignity.'
For Australian travellers, the message is clear: know your rights, plan ahead, and don't hesitate to speak up when those rights aren't respected. While international regulations are improving, the responsibility remains with each traveller to advocate for themselves and others in the disability community.
What This Means For You
Travel should be about exploration, connection, and joy—not enduring humiliation simply because you need a mobility aid. Jo's experience, while deeply distressing, has contributed to a growing movement demanding better treatment for all travellers with disabilities.
Have you or someone you know experienced similar treatment when travelling with a mobility aid? What resources have you found most helpful when planning accessible travel? Share your experiences and tips with our community in the comments below—your insights could help fellow travellers avoid similar situations and know their rights.
Original Article
https://www.dailymail.co.uk/news/ar...tml?ns_mchannel=rss&ns_campaign=1490&ito=1490
Federal Register :: Ensuring Safe Accommodations for Air Travelers With Disabilities Using Wheelchairs
Cited text: [10] The FAA Reauthorization Act of 2024 [11] (“2024 FAA Act”) contains multiple accessibility measures to improve travel for passengers who use wheel...
Excerpt: What Jo didn't know is that her experience reflects a widespread problem: airlines damage, delay or lose 1 out of every 100 wheelchairs transported, with over 11,000 reported incidents annually
https://www.federalregister.gov/doc...travelers-with-disabilities-using-wheelchairs
Federal Register :: Ensuring Safe Accommodations for Air Travelers With Disabilities Using Wheelchairs
Cited text: Third, we proposed that any mishandling of passengers' wheelchairs or other assistive devices is a per se violation of the ACAA, subjecting an airline...
Excerpt: What Jo didn't know is that her experience reflects a widespread problem: airlines damage, delay or lose 1 out of every 100 wheelchairs transported, with over 11,000 reported incidents annually
https://www.federalregister.gov/doc...travelers-with-disabilities-using-wheelchairs
Secretary Buttigieg Announces Sweeping Protections for Airline Passengers with Disabilities | US Department of Transportation
Cited text: The rule sets new standards for assistance, mandates hands-on training for airline employees and contractors who physically assist passengers with dis...
Excerpt: What Jo didn't know is that her experience reflects a widespread problem: airlines damage, delay or lose 1 out of every 100 wheelchairs transported, with over 11,000 reported incidents annually
https://www.transportation.gov/brie...g-protections-airline-passengers-disabilities
Secretary Buttigieg Announces Sweeping Protections for Airline Passengers with Disabilities | US Department of Transportation
Cited text: One public survey found that one in ten people with a disability do not fly due to fear of bodily harm, damage to their wheelchair, or aircraft inacce...
Excerpt: Jo's experience isn't isolated. Research shows one in ten people with disabilities avoid flying due to fear of bodily harm, wheelchair damage, or aircraft inaccessibility
https://www.transportation.gov/brie...g-protections-airline-passengers-disabilities
Advice for travellers with a disability | Smartraveller
Cited text: Research your travel provider and the airport or seaport where you will depart and arrive.
Excerpt: Jo's experience isn't isolated. Research shows one in ten people with disabilities avoid flying due to fear of bodily harm, wheelchair damage, or aircraft inaccessibility
https://www.smartraveller.gov.au/before-you-go/who-you-are/disability
Passengers with disability and reduced mobility | Civil Aviation Safety Authority
Cited text: Advice to help you fly safely with a wheelchair or other mobility aid, before, during and after your flight. ...
Excerpt: An estimated 5.5 million Americans use wheelchairs, and data shows airlines damage, delay or lose 1 out of every 100 wheelchairs transported on domestic flights
https://www.casa.gov.au/operations-...ce/passengers-disability-and-reduced-mobility
New Protections Announced for Airline Passengers with Disabilities—Disability Rights
Cited text: · In October 2024, DOT issued a landmark $50 million penalty against American Airlines for serious violations of the laws protecting airline passenger...
Excerpt: in October 2024, the US Department of Transportation issued a landmark $50 million penalty against American Airlines for serious violations protecting passengers with disabilities, including unsafe physical assistance that resulted in…
https://www.disabilityrightstn.org/new-airline-protections-2024/
Secretary Buttigieg Announces Sweeping Protections for Airline Passengers with Disabilities | US Department of Transportation
Cited text: · In October 2024, DOT issued a landmark $50 million penalty against American Airlines for serious violations of the laws protecting airline passenger...
Excerpt: in October 2024, the US Department of Transportation issued a landmark $50 million penalty against American Airlines for serious violations protecting passengers with disabilities, including unsafe physical assistance that resulted in…
https://www.transportation.gov/brie...g-protections-airline-passengers-disabilities
New Protections Announced for Airline Passengers with Disabilities—Disability Rights
Cited text: The final rule will be effective on January 16, 2025 and can be found at https://www.transportation.gov/airconsumer/latest-news.
Excerpt: New US regulations took effect on January 16, 2025, requiring airlines to meet more rigorous standards for accommodating passengers with disabilities
https://www.disabilityrightstn.org/new-airline-protections-2024/
Secretary Buttigieg Announces Sweeping Protections for Airline Passengers with Disabilities | US Department of Transportation
Cited text: The final rule will be effective on January 16, 2025 and can be found at https://www.transportation.gov/airconsumer/latest-news.
Excerpt: New US regulations took effect on January 16, 2025, requiring airlines to meet more rigorous standards for accommodating passengers with disabilities
https://www.transportation.gov/brie...g-protections-airline-passengers-disabilities
New Protections Announced for Airline Passengers with Disabilities—Disability Rights
Cited text: Enhanced Training for Airline Personnel and Contractors: The rule requires annual training, including hands-on training, for airline employees and con...
Excerpt: - Annual hands-on training for airline staff who assist passengers with disabilities or handle wheelchairs, with competency assessments required by June 17, 2026
https://www.disabilityrightstn.org/new-airline-protections-2024/
Passengers with disability and reduced mobility | Civil Aviation Safety Authority
Cited text: Advice for flying safely if you or someone you are travelling with has a disability or reduced mobility.
Excerpt: - Requirements for 'safe and dignified' assistance that doesn't increase risk of injury and respects passengers' independence and privacy
https://www.casa.gov.au/operations-...ce/passengers-disability-and-reduced-mobility
Traveling with a Disability | US Department of Transportation
Cited text:
Excerpt: - Airlines must return delayed wheelchairs within 24 hours for domestic flights and 30 hours for international flights, providing loaner equipment while repairs are completed
https://www.transportation.gov/individuals/aviation-consumer-protection/traveling-disability
Planning for travel with a disability | Civil Aviation Safety Authority
Cited text: If you activate the security system when screening, you will need to go through extra screening.
Excerpt: Australian travellers must declare their disability to travel insurers, even if they don't think it will affect their trip.
https://www.casa.gov.au/operations-...d-reduced-mobility/planning-travel-disability
Planning for travel with a disability | Civil Aviation Safety Authority
Cited text: If this is not available or you're still ...If you're travelling and have a disability, know your needs and plan carefully.
Excerpt: Australian travellers must declare their disability to travel insurers, even if they don't think it will affect their trip.
https://www.casa.gov.au/operations-...d-reduced-mobility/planning-travel-disability
New Rule Expands Disability Rights In Air Travel—Disability Scoop
Cited text: The Transportation Department notes that an estimated 5.5 million Americans use wheelchairs.
Excerpt: Before booking, Australian travellers should ask airlines about airport accessibility, whether they use aerobridges, moveable armrests, and what support services are available.
https://www.disabilityscoop.com/2024/12/17/new-rule-expands-disability-rights-in-air-travel/31221/
New Rule Expands Disability Rights In Air Travel—Disability Scoop
Cited text: The final rule will take effect Jan. 16, 2025, though some provisions will not be implemented immediately. This page is available to subscribers.
Excerpt: Before booking, Australian travellers should ask airlines about airport accessibility, whether they use aerobridges, moveable armrests, and what support services are available.
https://www.disabilityscoop.com/2024/12/17/new-rule-expands-disability-rights-in-air-travel/31221/
2025 MS Global—Can Do Multiple Sclerosis
Cited text:
Excerpt: Sitting in vehicles or being confined to airplane seats for hours may not work well for people with MS, as the condition can leave people with less energy and limited mobility
https://support.cando-ms.org/site/TR?fr_id=1370&pg=entry
Power Wheelchairs for Multiple Sclerosis | Quantum Rehab®
Cited text:
Excerpt: 'Without my wheelchair, I never would have had the independence to live in my own home, earn my graduate degree, travel throughout the United States, and marry Dan, the man of my dreams... he sees me, not my wheelchair.
https://www.quantumrehab.com/resources/consumer-article-power-wheelchairs-for-multiple-sclerosis.asp
Using a Wheelchair for MS: One Woman's Story
Cited text: Despite her fears and worries, here's how her devices have helped her.Multiple sclerosis (MS) can be a very isolating disease.
Excerpt: Pad your travel schedule with extra time for breaks and rest; take advantage of wheelchair assistance to decrease physical demands
https://www.healthline.com/health/multiple-sclerosis/embracing-mobility-aid-for-ms
When Do People With Multiple Sclerosis Need A Wheelchair?
Cited text:
Excerpt: Consider giving yourself a day to rest when you arrive at your destination and when you return home
https://reyhee.com/blogs/news/when-do-people-with-multiple-sclerosis-need-a-wheelchair
Wheelchairs and Other Assistive Devices | US Department of Transportation
Cited text: Provide notice that you will be traveling with a personal wheelchair in advance whenever possible so that the airline can best accommodate you. Confir...
Excerpt: Provide advance notice when travelling with a personal wheelchair, confirm it will fit in cargo holds for smaller planes, and share information about size, weight, and battery type.
https://www.transportation.gov/indi...ction/wheelchairs-and-other-assistive-devices
Wheelchairs and Other Assistive Devices | US Department of Transportation
Cited text: If you travel with a battery-powered wheelchair, you must arrive at the airport 1 hour prior to the normal check-in time.
Excerpt: Arrive one hour prior to normal check-in time if travelling with battery-powered wheelchairs
https://www.transportation.gov/indi...ction/wheelchairs-and-other-assistive-devices
Wheelchairs and Other Assistive Devices | US Department of Transportation
Cited text: Attach clear assembly and disassembly instructions to your wheelchair before you head to the airport. Having written instructions will assist airline ...
Excerpt: Attach clear assembly and disassembly instructions to wheelchairs to assist airline personnel
https://www.transportation.gov/indi...ction/wheelchairs-and-other-assistive-devices
2025 Flying with a Wheelchair: Expert Tips + Airport Policies—WheelchairTraveling.com
Cited text: Here’s how to handle it: Document Beforehand: Take photos of your wheelchair’s condition before boarding. File a Report Immediately: Report any damage...
Excerpt: Document your wheelchair's condition with photos before boarding and report any damage immediately upon arrival
https://wheelchairtraveling.com/2024-flying-with-a-wheelchair-expert-tips-airport-policies/
Wheelchairs and Other Assistive Devices | US Department of Transportation
Cited text: Airlines must check and return your assistive device in the same condition as it was received.
Excerpt: Airlines must check and return assistive devices in the same condition as received
https://www.transportation.gov/indi...ction/wheelchairs-and-other-assistive-devices
Wheelchairs and Other Assistive Devices | US Department of Transportation
Cited text: You can request that your wheelchair or walker be returned to you on the jet way at your destination airport and not the baggage claim area. Airlines ...
Excerpt: You can request that wheelchairs be returned at the jetway rather than baggage claim, as close as possible to the aircraft door
https://www.transportation.gov/indi...ction/wheelchairs-and-other-assistive-devices
Federal Register :: Ensuring Safe Accommodations for Air Travelers With Disabilities Using Wheelchairs
Cited text: It also directs the Department to ensure that airline personnel who provide physical assistance to passengers with disabilities receive annual trainin...
Excerpt: Current US regulations direct the Department of Transportation to ensure airline personnel receive annual training including hands-on instruction and proper equipment use
https://www.federalregister.gov/doc...travelers-with-disabilities-using-wheelchairs
Federal Register :: Ensuring Safe Accommodations for Air Travelers With Disabilities Using Wheelchairs
Cited text: Section 542 of the 2024 FAA Act directs the Department to issue a rulemaking to develop requirements for minimum training standards for airline person...
Excerpt: Current US regulations direct the Department of Transportation to ensure airline personnel receive annual training including hands-on instruction and proper equipment use
https://www.federalregister.gov/doc...travelers-with-disabilities-using-wheelchairs
New Protections Announced for Airline Passengers with Disabilities—Disability Rights
Cited text: · “Every passenger deserves safe, dignified travel when they fly—and we’ve taken unprecedented actions to hold airlines accountable when they do not p...
Excerpt: 'Every passenger deserves safe, dignified travel when they fly,' said US Transportation Secretary Pete Buttigieg, announcing the new protections.
https://www.disabilityrightstn.org/new-airline-protections-2024/
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