The Wall Street Journal’s recent ranking of U.S. airlines has sparked a discussion about airline performance. However, their assessment doesn’t fully address the needs and concerns of handicapped travelers. This article aims to fill that gap, answering the crucial question: Which Airline Is Best For Handicapped Travelers? We present an alternative ranking, focusing on factors most relevant to passengers with disabilities.
This ranking considers data from the Department of Transportation (DOT) but emphasizes metrics directly impacting disabled travelers, using a weighted system for factors like wheelchair handling and disability-related complaints.
The metrics considered in the WheelchairTravel.org ranking of the best airlines for handicapped travelers in 2022 include:
- Mishandled Wheelchairs (20%)
- Disability Complaints (20%)
- On-time Arrivals (10%)
- Canceled Flights (10%)
- Extreme Delays (10%)
- 2-Hour Tarmac Delays (10%)
- Mishandled Baggage (10%)
- Passenger Complaints (10%)
We excluded involuntary bumping from the WSJ’s original list because while it does affect disabled passengers, it is so rare that including it does not provide significant value to the comparison.
This ranking uses data from the DOT’s Air Travel Consumer Reports, encompassing data from November 2021 through October 2022.
Top Airlines for Handicapped Travelers in 2022
Based on our analysis, the top three airlines for handicapped travelers are:
- Delta Air Lines: Earned the top spot, recognized as the best U.S. airline for wheelchair users.
- Southwest Airlines: A close second, offering a solid experience for passengers with disabilities.
- United Airlines: Rounding out the top three, demonstrating a commitment to accessibility.
JetBlue aircraft parked at airport gates, each with a different tail design.
The Worst Airline for Handicapped Travelers
JetBlue ranked as the worst carrier. This is largely due to a concerning pattern of mishandling wheelchairs. Their rate was over 5% which greatly exceeds the industry average of 1.55%. Furthermore, DOT data shows that passengers with disabilities filed complaints against the airline more than 5 times as frequently as those with Delta or Southwest.
Allegiant, American Airlines, and Frontier shared the 5th spot, but when analyzing only disability-specific metrics, Allegiant and Frontier (ultra low cost carriers) performed better than American Airlines.
The Importance of Proper Wheelchair Handling
While all the measurements are important, the treatment of personal mobility equipment is crucial. Mishandling a passenger’s wheelchair severely limits their ability to travel, live, and work. Improving how personal mobility equipment is handled presents the greatest opportunity, even among top-performing carriers. Delta’s average rate of damaged wheelchairs is low (0.83%), but this still translates to over 1,600 mobility devices impacted.
Philadelphia International Airport
Conclusion
Choosing the right airline can significantly impact the travel experience for handicapped individuals. By considering factors like wheelchair handling and disability-related complaints, this ranking provides valuable insights for making informed decisions. While Delta Air Lines leads the way, continuous improvement across the industry is essential to ensure all passengers can travel with dignity and ease. The disabled passengers who were left to pick up the pieces of their damaged, delayed or destroyed wheelchairs deserve better.
Notes on data and analysis
Wheelchair damage statistics are self-reported to the USDOT by carriers. For this ranking, we considered damage by reporting carriers and their branded codeshare partners (i.e. American Airlines mainline and American Eagle).
Disability complaint data is supplied by the DOT and is based upon the number of passenger complaints submitted directly to the DOT (not the airline) regarding disability assistance-related incidents. This data is reported by operating carrier and so, to determine frequency for the purposes of ranking, we divided the number of reported complaints by the number of wheelchairs transported by the operating carrier. This seemed to be a more valid comparison than total number of passengers enplaned (disabled and nondisabled).
