Real life: I had my mobility aid taken away at airport security
In the past, when I traveled with my family, I found it very stressful to navigate crowded airports. This extra stress always made my Ataxia symptoms worse. My balance challenges made me feel like I could fall at any minute. This is why, for the first time, I decided to get a wheelchair to take me to my gate. Traveling on my own has always been my goal so this was a test to see if wheelchair assistance could provide me the support I needed.
I reserved a wheelchair two days before my trip using the airline app. I even called the accessibility phone number. I felt confident that everything was going smoothly. When we arrived at the airport, we checked in at the ticketing counter and told them that I was waiting for a wheelchair. About 20 minutes later we asked them again. Soon after the second time we asked, a worker came over to us and told us that they called the wheelchair assistance twice but it went to voicemail and that they must be busy.
By now, it was getting too late, I had to get to my gate. We decided to walk since we were very delayed. It was disappointing because now I had to rush through security with my parents. At least I had my walking stick and sunflower lanyard. [Sunflowers are a sign for hidden disabilities. [Read more about wearing the sunflower here.]
After spending the weekend at the National Ataxia Foundation Annual Conference where I learned about new research and met another great group of people, I was excited to give the wheelchair another try for the trip home. Fingers crossed I used the app again to reserve a wheelchair at the Orlando airport and to my surprise it worked. A wheelchair was ready and available for me right at the ticket counter. My stress immediately disappeared as my mom and I headed towards security in the Fast Lane.
Image: Ellie is seated in a transport chair with her book bag hanging from the back. She is being pushed by a staff member toward airport security.
Here’s where the story takes an unexpected turn. As the wheelchair assistant was placing the carry on bags onto the conveyor belt for scanning, he placed my folded up walking stick on the belt too. A TSA agent took it off the belt and said that this was not allowed through security. I told him I had traveled many times with it and was never stopped at security. He replied that it could be used as a weapon to take down an airplane. He stated I could either bring it back to the ticket counter and check it with my bags, or he could throw it out.
We decided the wheelchair assistant would bring me to the gate and my mom would go back to ticketing and check in my walking stick. She would meet me at the gate. The ticketing agent reported that 5 other people had their canes taken away from them at the security check just that week. As you can imagine, people were very upset. The agent suggested filing a complaint with the TSA and so once we got home, we did. The best surprise at the end of our flight home was that a wheelchair was waiting for me right when I exited the plane and we got to the baggage claim area before anyone else!
Filing a complaint with TSA is not an easy process. It involves several phone calls, forms to fill out and emails confirming they are processing your complaint. So far, I have been notified that they are working on my complaint. I don’t know if I will hear if anything has been done. But, I did let them know that nowhere on their approved accessibilities webpage does it say that walking sticks are not approved on planes. [Read about traveling with wheelchairs or other assistive devices]
This is what I learned from this trip:
- Always arrive extra early in case anything goes wrong. Especially when reserving a wheelchair
- Be prepared for the unexpected
- Do your research and call the accessibility phone number to make sure your assistive devices are allowed
- Use apps for your airline to help with check in and updates
- Bring all your medical information just in case
Good luck with your travels! I hope some of these tips help you plan your next trip through an airport.
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Ellie is a member of the Day Undefined Team. She loves photography and cycling on her recumbent bike. She has reviewed a range of products and blogs about travel and self-care.
The same thing happened to me!!!!! I asked for a supervisor. The supervisor was not helpful. I did not file a written complaint because I knew I would not get a response.