Understanding the DOT’s New Rules for Disabled Travellers: A Step Toward Accessible Air Travel

For decades, the disability community has faced significant barriers when it comes to air travel. If you have been following me for a while, you may remember my terrifying flight experience to Costa Rica, where I had to be carried off an airplane in a broken aisle chair. This experience was not the first inequitable one that I had, but my social media post (which generated over 76 million views on Instagram and 17 million views on TikTok) sparked a larger conversation about the systemic issue of inaccessibility in air travel for people with disabilities around the globe. My story was picked up by countless news outlets—including BBC, USA Today and City News, among others—and I even had the opportunity to talk about these realities on CBC Metro Morning Radio with David Common.

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It’s Global Accessibility Awareness Day, so it seems like a fitting day to share what happened on my flight to Costa Rica last week. This is me, being carried down a flight of stairs in a broken aisle chair — no armrests, straps that wouldn’t tighten enough to keep my body in, and front wheels that were busted off. You can see from my face how distraught and absolutely terrified I was. The individuals that were sent to help me disembark this plane likely had very little training on how to do so; they kept having to place the chair down from not having the correct grip, and they were holding the chair completely sideways (hence my dad trying his best to hold my head so it didn’t completely fall over). We didn’t speak the same language so they continued along without understanding my repeated “no’s”. Never in my life have I felt so out of control and so disconnected from my body. I was never informed that this would be how I would have to disembark the plane, and it never crossed my mind given that this airport DOES use jet bridges. In fact, all of the other planes around us were pulled up to them. I love sharing my travels as a wheelchair user because I truly believe that there is so much in this world is accessible and I want to inspire people to experience that. But, this is one of those instances where traveling with a disability is, unfortunately, not so glamorous. It’s 2024, disabled people deserve a more dignified and safe way to fly. #rightsonflights @Air Canada

♬ original sound – Tori Hunter | Disabled Travel

During all of these conversations, what I came to realize is that most people are starkly unaware of the realities that people with disabilities have to face when it comes to getting on an airplane. From mishandled mobility devices to inadequate assistance during boarding, the experience, for most, has been one of frustration and inequity. The U.S. Department of Transportation’s (DOT) new rules for disabled travellers, which take effect in January 2025, represent an important step toward recognizing that disabled travellers are valuable participants in the travel industry—and that we are entitled to the same dignity and respect as every other passenger on an airplane.

Here’s why these changes are so significant and how they reflect a shift in the travel industry’s approach to accessibility.

New Standards for Air Travel Accessibility – A Quick Look at the DOT’s New Protections

The DOT’s updated rules cover several critical areas:

Safe and Dignified Assistance

The DOT’s new rule sets standards for safe and dignified assistance for passengers with disabilities. Airlines must ensure their assistance does not risk injury, employing trained personnel to handle wheelchair users with care and respect. This rule aims to alleviate fears of injury or undignified treatment.

Enhanced Training for Airline Staff

Comprehensive training for airline staff and contractors will ensure they have the skills to assist passengers with disabilities. Required by June 17, 2026, this training includes hands-on components and competency assessments. This approach builds respect and understanding, giving wheelchair users a more dependable and courteous experience.

Prompt Assistance for Passengers

Airlines must provide timely assistance during enplaning, deplaning, and connecting flights, ensuring no unnecessary waits. This entails providing the passenger with an aisle chair immediately after all other passengers have disembarked from the aircraft.

Protections for Wheelchair Users

Presumption of Violation for Mishandlings

If an airline returns a wheelchair damaged, a presumption of violation is enforced, placing accountability on the airline unless they prove otherwise. This provides protection and assurance to guarantee proper handling.

Reimbursement and Repair Protocols

Airlines must quickly resolve issues with damaged wheelchairs by covering all repair or replacement costs, reinforcing accountability in handling mobility devices. Under new regulations, airlines must return devices in their original condition, and if damage occurs, they are presumed responsible unless proven otherwise. They must also provide temporary loaner devices and reimburse for alternative transportation. This accountability is a major win for travelers like me who rely on these devices, providing peace of mind and support.

Ensuring Passenger Rights and Notifications

Passenger Information Requirements

Airlines must provide written notifications regarding passengers’ rights and device status. Regular updates reduce stress and empower passengers to assert their rights.

Rebooking and Fare Reimbursement Policies

If a wheelchair isn’t loaded on the flight, or if it can’t fit on the aircraft, airlines must rebook passengers at no additional cost and reimburse fare differences when necessary.

Improved On-Board Wheelchair Standards

The revised standards for on-board wheelchairs are set to significantly enhance functionality and safety, thereby improving in-flight accessibility and comfort. These upgraded standards will apply to new purchases by 2026 and extend to all existing equipment by 2031.

Recognizing the Value of Disabled Travellers

These regulations go beyond addressing specific challenges; they send a broader message about the value of disabled travellers. The disability community is a significant part of the travel industry, contributing billions of dollars annually. Yet, for too long, our needs have been overlooked or treated as an afterthought. These changes signify a pivotal recognition that we are entitled to full participation in the travel experience and that our rights and safety hold the same importance as those of any other passenger.

Airlines are beginning to see the importance of fostering trust and building systems that respect our autonomy and dignity. The accountability measures for mishandling mobility devices, for example, acknowledge that wheelchairs and scooters are not just equipment—they are essential extensions of our bodies and our independence. The mandate for prompt and courteous assistance reflects a dedication to ensuring that all passengers are treated fairly.

Clear communication, enhanced training, and better onboard standards all point to an industry that is starting to understand that accessibility is not a luxury but a fundamental right. These changes affirm that disabled people have the right to fly safely, comfortably, and with dignity—just like anyone else.

Looking Ahead

The DOT’s updated regulations are a big step forward, but there’s still work to be done. The ultimate goal is seamless, fully accessible air travel for all passengers with disabilities. These protections lay a strong foundation for that vision.

For me, this progress feels deeply personal. Air travel has often felt like a test of endurance—not just physically, but emotionally, too. The fear of losing my independence, the uncertainty about whether my wheelchair will be handled with care, and the frustration of navigating systems that weren’t built with my needs in mind have been constant companions on every trip. These changes tell me that my experiences matter, that my dignity matters, and that the system is starting to recognize that.

I’m encouraged by this progress, but I’m also reminded that advocacy never stops. Real change happens when we share our stories and demand better. If you’re a traveller with a disability, I encourage you to stay informed about these new DOT rules for disabled travellers and use your voice to push for even more accessibility. Together, we can create a future where air travel is safe, respectful, and welcoming for everyone.