Family vacations

Toll Free Hotline for Air Travel for families coping with disabilities

The Toll Free Hotline for air travel with disabilities has been in operation since August 2002 and is available for callers from 7 a.m. to 11 p.m. Eastern Time, seven days a week. The Hotline serves two main purposes: (1) education and (2) assistance in resolving disability-related air travel problems.

Many families with disabilites are not aware of their air travelling rights and the Hotline, in part, exists as an educational service to inform air travelers with disabilities about their rights under the Air Carrier Access Act and the Department's implementing regulations 14 CFR Part 382 (Part 382). Hotline operators are well versed in the ACAA and Part 382 and can provide callers with on the spot general information about the rights of families with disabilities regarding air travel. The Hotline operators also respond to requests for printed consumer information about air travel rights of families with disabilities.

The Hotline can also assist air travelers with disabilities in resolving real time or upcoming issues with air carriers. The purpose of "real-time" assistance is to facilitate airline compliance with DOT's rules by suggesting to the passenger and the airline involved alternative customer-service solutions to the problem. The airline remains responsible for deciding what action will be taken to resolve the issue in accordance with the ACAA and Part 382. Generally, if a caller has a real time problem or an upcoming issue with an air carrier, a Hotline Duty Officer will contact that air carrier and attempt to resolve the issue. For example, there have been a number of incidents in which Hotline Duty Officers have contacted air carriers and convinced them to accept service animals and electric wheelchairs on board flights, to stow folding wheelchairs in the cabin, and to provide requested wheelchair assistance.

Air travelers who want information about the rights of families with disabilities in air travel or who experience disability-related air travel service problems may call the Hotline to obtain assistance at: 1-800-778-4838 (voice) or 1-800-455-9880 (TTY). Air travelers who want DOT to investigate a complaint about a disability-related issue still must submit their complaint in writing via
e-mail at airconsumer@ost.dot.gov or postal mail to:

Aviation Consumer Protection Division
U.S. Department of Transportation
400 7th Street, S.W.
Washington, D.C. 20590

Resource Files of related websites

Finding An Accessible Room by Candy B. Harrington

Even though the Americans With Disabilities Act (ADA) was passed over a decade ago, many wheelchair-users still have trouble finding an accessible hotel room. The key is knowing the right questions to ask. It would be an easy task if all accessible rooms had certain standard amenities, but that's not the way it works in real life. In reality, accessibility standards vary from property to property; and in fact are dependent on the construction or remodel date, the location, and the size of the property. Two properties located right next door to one another may have vastly different accessibility standards.

To add to the confusion, many reservation clerks assume that their "accessible rooms" are the one-size-fits-all solution for every traveler. The results are disastrous, and many novice travelers end up in "ADA compliant" rooms that don't meet their needs. So what's a traveler to do? Well, of course there are no 100% guarantees in life, but a little advance planning mixed with a healthy dose of self advocacy goes a long way towards finding the appropriate room. Here are a few tips to help you along in your quest.

Never just ask for an "accessible room". Accessibility standards vary throughout the US, resulting in a very broad definition of the term "ADA compliant room". Outside of the US it gets more complicated. For example in Europe, an "accessible room" features an accessible route of travel but offers no specific amenities; while an "adapted room" contains a bathroom, shower and toilet that are adapted to comply with access standards.

Always call the property directly, rather than calling the central reservation number. Sometimes access improvements at a local property are not entered in the central reservation database. Reservation agents at the property are usually able to give you more updated and detailed access information.

Ask the reservation agent to describe the access features of the room. Remember that the term "ADA complaint" means very little, so ask for specific information on access features. If there is a particular feature that is important to you, ask about that feature specifically.

Don't be afraid to ask for measurements. If door width is a concern, ask for that measurement. Don't forget about the door width of interior (bathroom) doors too.

Avoid yes or no questions. For example, ask the clerk to describe the bathroom, rather than asking if the bathroom is accessible. Be especially careful about asking yes or no questions in the Orient, as many customer service employees consider it rude to answer a question (any question) with a "no".

Ask the reservation agent to fax you a floor plan of the accessible room(s). This will give you the dimensions of the room, but remember that access can vary depending on the placement of furniture. More and more properties now have floor plans on hand, and many are willing to fax these to potential guests.

If you have difficulty determining if a room will suit your needs, ask to speak to somebody who has recently been in the room. Employees in the housekeeping or engineering departments usually have a good knowledge of access features of the individual rooms.

Remember to ask the reservation agent if the accessible room can be blocked for you. If the answer is "no" or "usually", then find another hotel. Many hotels do not block accessible rooms, but instead treat this item as a customer request (like a smoking room or an ocean view room). Remember, even the most accessible room in the world won't work for you, if that room isn't available when you arrive at the hotel.

Finally, always trust your instincts. If a reservation agent hems and haws, gives you ambiguous answers or sounds inept, call back and talk to another reservation agent or call a different property. When in doubt, always go with your instincts!

Candy Harrington is the editor of Emerging Horizons (www.EmergingHorizons.com), and the author of Barrier-Free Travel; A Nuts And Bolts Guide For Wheelers And Slow Walkers. She can be reached at horizons@EmergingHorizons.com

Air Travel Tips for Wheelers And Slow Walkers
by Candy Harrington

Travel by its very nature is an adventure. Factor a disability into that equation and things can get pretty scary. One of the biggest areas of concern for disabled travelers is air travel. People just don't know what to expect. But it doesn't have to be that way. In fact, a little consumer education can give you the confidence and knowledge to effectively deal with problems as they arise. With that in mind, here's some tips to help you along the way.

Before You Fly

Educate yourself on the Air Carriers Access Act (ACAA). Get the free publication, "Accessible Air Travel" from EPVA at 800-444-0120. Travel on a US based airline whenever possible, as the entire ACAA applies only to US carriers. If you must travel on a foreign carrier, learn the access laws of that country too.

Ask a lot of questions before you book your flight. Under the ACAA, US airlines are required to provide prospective passengers with basic information about the accessibility of their facilities, services, and aircraft. Such information can include facts like the location of seats with movable aisle armrests, the locations and dimensions of storage facilities for mobility aids, and the availability of an onboard accessible lavatory.

Inform the reservation clerk if you need boarding assistance, or the use of an aisle chair. The aisle chair is a narrow high backed chair used to board non-ambulatory passengers.

Consider your toilet options and plan ahead. Accessible lavatories on aircraft are quite small and generally speaking you need to be able to transfer independently in order to use them. Airline staff will not assist you in the lavatory. If you use a catheter, devise a system for emptying your leg bag while en route.

Consider switching to gel cell batteries. Gel cell batteries are merely disconnected for air transport, while other batteries are removed and packaged separately. If you already have gel cell batteries, make sure they are clearly marked, so they won't be inadvertently removed.

Reconfirm all arrangements directly with the airline at least 48 hours in advance. Make sure they have all your access needs noted.

At The Airport

In times of heightened security, curbside check-in may be discontinued. Check with your airline and airport to determine if this service is available. If curbside check-in has been discontinued, inform your airline that you need curbside assistance.

Advise the customer service agent at the check-in counter if you need to have a non-ticketed escort accompany you to the gate. Your escort will be asked for photo identification and then given a security checkpoint pass.

Allow plenty of extra time to get through security. All sharp objects, or anything that could be used as a weapon will be confiscated at security checkpoints. Carry your wheelchair repair tools in your checked baggage.

Advise the gate agent that you would like to preboard the aircraft. Your assistive device will only get priority space in the onboard closet if you preboard the aircraft.

Stay in your own wheelchair until you transfer to the airline aisle chair. Airline personnel may try to get you to transfer to an airline wheelchair at check-in or at curbside, but you are not required to do this unless you have batteries that need to be removed and packaged separately (spillable batteries). Gate-check your wheelchair, and have it brought directly to you at your arrival gate.

Attach clear assembly and disassembly instructions (in Spanish and English) to your wheelchair or scooter.

Remove any loose or protruding parts from your wheelchair or scooter. Protect your joystick with some type of hard covering. A plastic cup and packing tape works well.

Let a little bit of air out of your wheelchair tires. Carry-on all gel cushions. Baggage compartments are not pressurized.

During The Flight

Let the flight attendant know if you need to use the onboard wheelchair.

Remind the flight attendant 30 minutes before landing that your wheelchair needs to be delivered to you at the gate.

If Problems Arise

Ask to speak to the Complaints Resolution Officer (CRO). The CRO is trained and educated on travelers' rights and airline responsibilities under the ACAA. All US airlines are required to have a CRO on duty 24 hours a day.

Candy Harrington is the editor of Emerging Horizons (www.EmergingHorizons.com), and the author of Barrier-Free Travel; A Nuts And Bolts Guide For Wheelers And Slow Walkers. She can be reached at horizons@EmergingHorizons.com.