Assistance at airport security - wait lines

[elmoandzoey]

This just occurred to me while making business travel arrangements for the end of October. I won't be in need of a wheelchair but I will not be able to stand for long periods if time, meaning I will probably have a problem if I need to wait in a security line for more than 20 minutes or so. I am most concerned about immigration lines which sometimes can be several hours until you actually get through (I am flying out of country). Since there won't be any options to sit while waiting in line, I will be in need of assistance here.

Does anyone have idea what to do? Do I contact the airport and ask for wheelchair transport through security and immigration or do I contact the airline? I won't be needing a wheelchair at any other time during the trip so taking one just for the airport isn't really an option. I looked at the airline website and they are only talking about how things work if you bring your own wheelchair. Then I looked at the airport websites (departure and arrival) and are receiving conflicting information (go through airline/go through airport)... I'm a bit at a loss here.

 

[bookgirl]

Get the wheel chair once you're done with the lines then release the attendant. My step dad only needs the chair at certain airports but the place to mark it on the travel documents is a all or nothing choice. We just get the option of wheelchair and then decline it if the airport is small enough for him to walk without assistance.

 

[elmoandzoey]

But who do you tell you need a wheelchair upfront? The airport or the airline? I called the airline and was told they can only accommodate requests if I have a personal wheelchair tat I'm bringing myself and I should call the airport if I need a "rental" wheelchair at the airport. So I called the airport and the lady there told I need to go through the airline to arrange that kind of transportation at the airport. I am getting the runaround and I don't know where I need to be insistent to talk to the right person about this - airline or airport?

 

[bookgirl]

We always let the airline know. It's usually a question when you buy a ticket. However you should be able to let the attendant know before you land that you need a wheel chair and they will arrange to have one brought to you. Most American airlines have their own porters that wheel the chairs but some airports do have it through them. So call and have it noted on your travel documents and then remind your flight attendant that you will need a wheel chair at the gate.

 

[minnie mum]

OP, what airline are you flying with? Perhaps you got an agent who wasn't familiar with the procedures, or didn't understand the question. Whether the assistance is provided by the airport or the airline (most places where I have used the service, it was provided by the airport), the request for assistance to the gate is made to the airline.

And don't forget to tip the Porter who pushes you and your chair.

 

[elmoandzoey]

My airline is British Airways. The flight was booked before I had the accident so my travel needs are not noted on the itinerary. Online I could not add any special needs other than ordering special meals. So I called and was told I could only talk to the airline about making arrangements for my own wheelchair. Everything else needed to go through the airport itself. Of course they told me airline needs to request the service.

I guess I will call British Airways again until I get someone on the line that can actually help me. I am flying through London Heathrow which is a NIGHTMARE with security and immigration.

 

[nikkislaght]

I usually buy my tickets online.. and when picking what seat I want it will ask if there is any special assistance they can offer at that point I would ask for a wheelchair..
you can also ask on the day that you check in.. get there early and when checking in ask for wheelchair assistance.. they usually seat you in an area near the ticket counter and when a airport person is available will come along and take you through security and to your gate.

 

[elmoandzoey]

I called the airline again this morning and the 4th person actually knew what I wanted! I explained I needed wheelchair assistance at the airports but I am not bringing my own wheelchair. The airline guy was really helpful, also asked if I needed preboarding and special seat requirement. He assigned me an aisle seat so I can stretch my leg out into the aisle without charging a fee - online picking a seat more than 48hrs before flight costs extra. I just checked my itinerary online and lo and behold, it shows my seat assignment at no extra coast and there's a remark about wheelchair assistance. There's also a note that says if I need wheelchair assistance at the airport right at arrival, I need to call the airport 48hrs ahead of time to give them my estimated arrival time and where they are supposed to meet me with the wheelchair. Otherwise my request will show at check-in and then they will send for someone to meet me at the counter.

Much relieved now! Last time I flew through Heathrow in June, the whole process took about 2 hours without the possibity to sit anywhere. And then another 30 minutes just to get to the gate and onto the plane without any seating option available. I probably would have died about 20 minutes into that if I couldn't sit.....

 

[DisneyOma]

Another option would be to get a rollator?

 

[bookgirl]

I called the airline again this morning and the 4th person actually knew what I wanted! I explained I needed wheelchair assistance at the airports but I am not bringing my own wheelchair. The airline guy was really helpful, also asked if I needed preboarding and special seat requirement. He assigned me an aisle seat so I can stretch my leg out into the aisle without charging a fee - online picking a seat more than 48hrs before flight costs extra. I just checked my itinerary online and lo and behold, it shows my seat assignment at no extra coast and there's a remark about wheelchair assistance. There's also a note that says if I need wheelchair assistance at the airport right at arrival, I need to call the airport 48hrs ahead of time to give them my estimated arrival time and where they are supposed to meet me with the wheelchair. Otherwise my request will show at check-in and then they will send for someone to meet me at the counter.

Much relieved now! Last time I flew through Heathrow in June, the whole process took about 2 hours without the possibity to sit anywhere. And then another 30 minutes just to get to the gate and onto the plane without any seating option available. I probably would have died about 20 minutes into that if I couldn't sit.....

So glad you found someone who knew how to do what you needed. Hope this helps you have a stress free trip.

 

[Starwind]

For future reference: In the US and Canada, by regulation, it is the airline who is responsible for arranging in-airport wheelchair assistance. In the US: The 1986 Air Carrier Access Act requires airlines to provide free wheelchair service to anyone who requests it. Who actually provides the service in terms of the helping humans depends on the airport -- often it is Skycap personnel or airport personnel, but sometimes it will be an airline employee. Regardless, once notified it is the airline's responsibility to provide and co-ordinate the provision.

Per British Airways website, BA is bound to comply with the same law when arriving/departing a US airport (presumably also canadian, but they do not address that on the website): http://www.britishairways.com/en-us/information/special-assistance/disabilityassistance

Also, BA notes: "
Airport authority responsibility within the EU
It is now the responsibility of the airport operators, within the EU to assist anyone with a disability during their time at the airport. This includes intellectual disability or impairment, age or any other cause of disability.


Airlines should provide the airport operator with advance information so that the appropriate service can be offered. To enable us to pass your request to them, please contact us 48 hours in advance."


Note still, the airline is providing the airport operator with the advance information of the need.

 

[TheRustyScupper]

But who do you tell you need a wheelchair upfront?

1) Simply ask the Red Cap at the Airline Curb Check-In when you get to the airport.
2) They will supply a wheelchair and someone to push you.

 

[tinkerpea]

My airline is British Airways. The flight was booked before I had the accident so my travel needs are not noted on the itinerary. Online I could not add any special needs other than ordering special meals. So I called and was told I could only talk to the airline about making arrangements for my own wheelchair. Everything else needed to go through the airport itself. Of course they told me airline needs to request the service.

I guess I will call British Airways again until I get someone on the line that can actually help me. I am flying through London Heathrow which is a NIGHTMARE with security and immigration.

I'm a brit, and have used special assistance a few times.
You let them know through a special number, and they will ask if you need a certain seat on the plane etc.
When you arrive at the airport to sort your luggage,you let them know, they will then put a special assistance tag on your luggage and sort you out with a card that says you need assistance.
Then you go to a collection point in the duty free area, they will assist you getting to the plane, I'd you can not get through security without help,they will bring a chair to you at the check in counter.
Either by wheelchair or a buggy car they will take you to your gate,
When you get to the plane they will board you first,
When you land you wait and they send assistance to you, you then get in a wheelchair and they escort you right through a special assistance line and through immigration.
They will collect your luggage and take you right to the transport your getting on.
If you truly don't need a wheelchair, you can still ask for assistance and help with luggage and they will still stamp you for special assistance quick que. We have done this every trip with BA and virgin since they all enter the same immigration procedures area whole process is far far quicker then waiting in the normal que by normally an hour!.
Hope this helps.

 

[elmoandzoey]

Just reporting back! Thanks for all the info, especially tinkerpea, this has helped me a lot!

I told BA at check-in that I need special assistance and the lady said there was already a note. I was flying with a colleague but they wouldn't let him handle the wheelchair so I had special assistance all the way. I am glad they brought out the wheelchair because I would not have been able to make it through security (45 mins wait) or immigration (2 hrs wait) or around Heathrow (I underestimated the distances!) without a wheelchair. My wait time wasn't as long but my colleague's was - they wouldn't let him use the special assistance line with me because he's not family which is understandable.

I am having a much more positive outlook now for our upcoming WDW trip!