How long should mobility assistance take to arrive?

Typically within 20 minutes of request or gate arrival. Longer waits are ACAA violations under 14 CFR 382.91.

Can I claim compensation for delayed mobility assistance?

Yes. File an ACAA complaint via DOT at secure.dot.gov/air-travel-complaint, select Disability. Request CRO at the airport first when possible.

Can I refuse assistance and get the airline to pay for uber?

No, generally. Airlines provide escort services; if they fail, file the complaint. Self-provided replacement transport is documentable but not typically reimbursed directly.

What's the CRO's role?

Complaint Resolution Official. Every airline has one 24/7. Request immediately on disability-related failures. CRO has authority to resolve on the spot.

How long do I have to file an ACAA complaint?

No hard statute. Best response within 6 months of the incident.

Does the airline owe me money directly?

Apology and voucher are typical minimum. Cash for documented medical or device damage. DOT fines go to Treasury; passenger recovery comes via airline settlement.

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TipsApril 21, 2026•6 min read

Mobility Assistance Delayed: Compensation Path

Q: What if my wheelchair is damaged in transit?

Under 14 CFR 382.131, airlines must repair to original specification or replace with equivalent. Cash payout available if not feasible.

When airline-provided mobility assistance (wheelchair, aisle chair, escort) is delayed or not provided, the passenger has both ACAA and DOT compensation rights. Here is the exact path to recovery.

What Mobility Assistance Must Include

Mobility assistance delayed compensation covers failures of airline-provided services. Under 14 CFR Part 382.91, airlines must provide:

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Wheelchair assistance from curb through boarding and at arrival.
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Aisle chair for narrow-aisle boarding.
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Lift or boarding assistance for mobility-limited passengers.
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Escort through connections if requested.
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Enplaning and deplaning assistance in reasonable time.

Airlines must provide mobility assistance 'in a timely manner.' Typical interpretation: within 20 minutes of arrival at the gate. Longer waits are ACAA violations.

Common Failure Patterns

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No wheelchair at arrival: passenger stranded at gate.
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Unannounced contractor delay: airline blames third party.
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Aisle chair unavailable: delayed deplaning.
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Escort for connection fails: missed flight.
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Wheelchair damaged or lost in transit.
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Staff not trained for disability assistance.

Documented Damages

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Medical consequences: injury, pain, exhaustion.
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Missed connections: rebooking cost.
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Hotel and meal: if overnight result.
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Mobility device damage: repair or replacement.
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Emotional distress: relevant for formal complaint.
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Witness names: fellow passengers, airline staff.

Filing the ACAA Complaint

1
Request CRO immediately: every airline has one 24/7.
2
Document arrival time vs assistance arrival: note names.
3
Take photos of mobility device damage if applicable.
4
File DOT complaint within 6 months: at secure.dot.gov/air-travel-complaint, select Disability.
5
Include: medical records, receipts, CRO record.
6
Follow up with airline's accessibility office.

See emotional support animal rule changes 2026, disability and medical flight rights winter 2026 edition, and passenger with food allergy airline duty.

Expected Compensation

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Apology and voucher: typical minimum ($300 to $700).
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Cash for medical or device damage: documented.
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DOT fine to airline: up to $27,500 per violation (goes to Treasury).
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Corrective action: airline policy or training change.
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Consent Order: public resolution for severe repeat violators.

If Wheelchair Is Damaged

Under 14 CFR 382.131, airlines are liable for mobility device damage beyond Montreal Convention caps. Airlines must either repair to original specification or replace with equivalent functionality. Cash payout is available if repair is not feasible.

Pillar Link and Authority Sources

For the pillar see Disability and Medical Flight Rights. For primary sources see 14 CFR Part 382 (ACAA) and DOT Disability Resources.

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