Airline Obligations to Passengers with Disabilities — What the Law Really Requires

Air travel can be stressful for anyone — long lines, cramped seats, and tight connections. But for travelers with disabilities, those challenges can multiply if airlines or airports aren’t equipped (or willing) to provide the right assistance.

That’s where federal law steps in. The Air Carrier Access Act (ACAA) sets clear rules for how airlines must accommodate passengers with disabilities. Whether you use a wheelchair, travel with a service animal, or need extra time to board, the law protects your right to fly safely, comfortably, and with dignity.

Let’s break down what airlines are actually required to do — no guesswork, no fine print.

What Is the Air Carrier Access Act (ACAA)?

Passed in 1986, the ACAA prohibits U.S. and foreign airlines from discriminating against passengers with physical or mental disabilities on flights to, from, or within the United States.

Think of it as the foundation of disability rights in air travel. It covers every step of your journey — from booking your ticket to boarding, in-flight service, and deplaning.

Unlike the Americans with Disabilities Act (ADA), which applies to most public spaces, the ACAA specifically governs air travel and is enforced by the U.S. Department of Transportation (DOT).

What Airlines Are Required to Do

Airlines must provide a range of accommodations designed to ensure equal access. Here are the major ones:

1. Assistance at the Airport

Airlines must offer help with:

• Getting to and from gates

• Boarding and deplaning

• Making connections between flights

• Retrieving baggage and mobility aids

Trained airline personnel or contracted assistants must be available to help — at no extra charge.

2. Wheelchairs and Mobility Devices

If you use a wheelchair or scooter:

• Airlines must transport it for free.

• They must return it as close as possible to the aircraft door upon arrival.

• If it’s lost or damaged, the airline must repair or replace it — not just pay a capped compensation.

3. Seating Accommodations

Passengers with disabilities can request specific seating arrangements, such as:

• A seat with extra legroom for mobility devices or braces

• A spot near the front for easier boarding and deplaning

• Placement next to a personal care assistant or companion

Airlines are required to make reasonable seating adjustments without charging extra.

4. Boarding and Deplaning

If a jet bridge isn’t available, airlines must provide boarding chairs or lifts to help passengers with mobility impairments board safely.

They also must allow early boarding if you need additional time or assistance.

5. Service Animals

Service animals are permitted in the cabin if they are trained to perform specific tasks related to a passenger’s disability. Emotional support animals are no longer covered under the ACAA.

Airlines can require documentation confirming the animal’s training and health, but they cannot charge a fee for the animal or restrict travel solely because of its breed or size — unless it poses a direct safety risk.

6. Communication and Information Access

Airlines must ensure that passengers who are deaf, hard of hearing, blind, or have low vision receive the same information provided to other passengers — like boarding announcements, flight changes, and safety instructions.

This can include providing printed or digital materials, captioning, or personal briefings.

How to Request Assistance

You can (and should) request assistance in advance — ideally when you book your ticket or at least 48 hours before your flight.

At the airport, check in at the ticket counter or gate to confirm your needs with airline staff. Every airline must also have a Complaint Resolution Official (CRO) on site or available by phone during operating hours. This person’s job is to resolve disability-related issues on the spot.

What If an Airline Doesn’t Comply?

If you believe your rights under the ACAA were violated, you have several options:

• Ask to speak with the airline’s Complaint Resolution Official immediately.

• File a written complaint directly with the airline within 45 days.

• File a complaint with the U.S. Department of Transportation online or by mail.

The DOT investigates these complaints and can require airlines to take corrective action.

Why It Matters

For travelers with disabilities, flying shouldn’t mean sacrificing independence or dignity. The ACAA guarantees that you have the same access to air travel as any other passenger — and that airlines have real, enforceable obligations to make that possible.

Knowing your rights helps ensure you get the assistance, equipment handling, and respect you deserve — not as a favor, but as the law requires.

Bottom Line — Accessibility Isn’t Optional

Every passenger deserves to travel safely and comfortably, regardless of ability. The Air Carrier Access Act ensures that airlines uphold that standard — from accessible boarding to properly handling wheelchairs and service animals.

If you’re traveling with a disability, plan ahead, know your rights, and don’t hesitate to speak up if something isn’t right. The sky should be open to everyone — equally.

Need help holding an airline accountable?
At Airclaim Legal Services, we help travelers use the law to fight back when airlines fail to deliver. From denied refunds to lost bags and beyond, we make sure your rights don’t get left on the runway.

Know Your Rights. Know Whats Right. Fly Fair.

Everyone deserves to be treated equally, especially during travel.