Tag: wheelchair

I’ve flown these two airlines the most in the last three years and wanted to post a comparison of my experiences with these airlines and how I’ve been handled as a wheelchair user. Of course by “I” I mean me as a passenger and my wheelchair as my cargo.

Delta Airlines

Checking in

In the last two years, I’ve noticed a large improvement in Delta’s process for dealing with me and my chair when I fly. The majority of the time I don’t feel like I am the first person in a chair to ever fly Delta. The check-in agents seem better versed in what to do, they don’t seem as perplexed by power chairs as they used to, and I feel like there’s more communication with the cargo and gate teams than there were in previous years. You will also get a more permanent “wheelchair tag” — a pink delta baggage tag that you can keep on your chair after you fly to use again on your return flight or future flights. This saves from having to ask for a tag every time.

Grade: A

Gate Experience

Sometimes the agent from the ticket counter ends up working the gate, at least at airports where Delta has a smaller presence. There’s a bit more attention and understanding when this is the case, but overall the gate agents for Delta seem more on top of things than they have been in the past. At larger airports, I’ve also noticed an increased presence of some type of “coordinating” employee who seems to be focused on the process of boarding me and taking my chair to cargo.

Grade: A-

Wheelchair Handling

This is a tossup for any airline. In general, I’m disappointed with all airlines in this department. It could be a lot better across the board. I have had a few damage incidents that didn’t make me happy and there was one time when the cargo team came on board to tell me they couldn’t fit my chair through the door without turning it on its side. At least they paid attention to my printed instructions I leave with my chair. Whether or not I get my chair at the gate is an issue of airport convenience. I seem to get it at the aircraft for domestic flights way more often than international ones.

Grade: D

Passenger Handling

This varies from airport to airport as Delta will contract with various companies to provide assistance in the terminals and with boarding/disembarking. For the most part, I have few complaints about the companies Delta uses for this. At NYC-Laguardia, however, I have been disappointed by the strength of the assistance staff. They have a really hard time moving me from chair to chair and seem to be poorly trained on lifts.

Grade: B

Overall Remarks

Delta seems to be focusing on making the process of flying with a disability easier. I get feedback requests every time I fly now and make sure to tell them what goes right/wrong every time.

Overall Grade: B

United Airlines

Checking In

Checking-in for my last two United flights made me nervous. I felt like I was the first one to ever fly them with a chair, which I know isn’t true since I’ve flown United myself before with a chair. But whenever the check-in agent makes a few phone calls and asks me repeatedly about what kind of battery I have and doesn’t assume I want to remain in my chair to the aircraft door, I get irritated. And I don’t know if it’s been bad luck or common that United employees don’t seem that happy. United does have an accessible seating request form which has proved useful. Don’t expect a first class upgrade because your butt is sensitive, but you can arrange for bulkhead or extra legroom.

Grade: C-

Gate Experience

I’ve had mixed experiences here with United, but most recently I was happy with the attention I got at the gate. In the past I’ve had to respond again to the same questions about my chair (weight, battery-type, etc) after just having done so at the check-in counter. Now United hangs this tag on the chair which details most of the necessary info. I haven’t noticed a special “coordinator” for boarding me like Delta seems to have.

Grade: B

Wheelchair Handling

I’ve had decent luck with United not breaking my chair (yet) but I have noticed longer wait times upon arrival to get my chair back, and less frequently is my chair brought to the aircraft door than on Delta.

Grade: C-

Passenger Handling

I’m not thrilled with United’s coverage of this area, particularly at Chicago O’Hare. In the International terminal, the staff is pretty much the same as Delta’s. But in the United terminals, I’ve had mixed-to-poor results with the assistance getting me on and off the planes. Even if I have requested 3 or 4 people to lift and transfer me, nobody can seem to get it right. I have been improperly lifted the last four segments I’ve flown on United and I feel like I’m training them every time this happens.

Grade: D

Overall Remarks

I’ll fly United if the prices is right. In my experience, I’ve been lucky with my chair not being damaged, but the overall experience as a disabled passenger on United is something that needs improvement.

Overall Grade: C