Need for Power-Driven Wheelchairs in Airports
By Vanam Jwala Narasimha Rao
The Hans India
(30-11-2025)
{The wheelchair facility is a critical
service aimed at assisting passengers with mobility challenges, the elderly,
disabled, or those with temporary health issues. Its genesis dates back to the
mid-20th century when airlines and airports sought to accommodate passengers
with diverse needs. The service stemmed from a desire to make air travel more
inclusive}-Hans Editor’s Synoptic Message
The recent notification of Directorate
General of Civil Aviation (DGCA) revising norms for air travel, which included allowing
airlines to levy a fee for wheelchair use by travelers who have no disabilities,
is a genuine decision.
This ensures availability of the facility
to those who truly need it the most, and prevents misuse of wheelchairs by able
bodied passengers. Airports are also expected to ensure the facility of an ambulift
or provide a towable ramp, to help wheelchair passengers, embark and disembark
with ease.
At the age of 77+, I visited a year
ago with my 72+ wife, who had knee problems, traveling from Hyderabad to
Amsterdam via Frankfurt on Lufthansa Airlines with a Schengen Visa, to spend
few weeks with family members there. What it was to be Comfortable Business
Class Travel, turned uncomfortable experience, due to the ‘Inappropriate Wheelchair
Facility,’ not only in Hyderabad but also in Frankfurt and Amsterdam.
At Shamshabad Airport, blatant
negligence was shown by the concerned airline staff. My wife, unable to walk
from place to place due to her age and knee pain, suffered throughout the
process to board or change the craft.
Shockingly, in Hyderabad, we were made
to wait at the check-in counter, and finally none turned up until we decided to
move on our own, fearing last-minute running. Only at that stage, one
wheelchair was provided to my wife. I had to walk slowly alongside her. After
the security check, I got into a battery car till the boarding gate.
At the time of boarding, the
wheelchair attendant again did not turn up, and my daughter who accompanied us,
had to push it herself. In Frankfurt, the experience was slightly better. In
Amsterdam too, only one chair was available, which a lady attendant pushed with
my wife in it, till the vehicle. She also helped with luggage collection, and
we compensated her gesture.
On the return journey, incessant
persuasion by my son worked, and though a bit delayed, we both were initially
provided wheelchairs. But after the security check, instead of two persons, only
one person remained to push two chairs alternately. After reaching the boarding
counter, he left, promising to return at the time of boarding, but never turned
up. To our surprise, half an hour before departure, the boarding gate number
was changed.
We were panicky, as the distance to
walk to the new gate was about a kilometer. Despite my problem, I had to push
the wheelchair with my wife in it. Fortunately, at the eleventh hour, we
reached the counter and boarded.
On reaching Frankfurt, the story
turned more distressing. We were advised to be in our seats until the
wheelchairs arrived. After the entire flight became empty, the crew, while
leaving, assured us that we would be taken care of. None turned up, and we had
no alternative, except waiting with crossed fingers.
Eventually, we saw a small bus near the ladder.
With difficulty, we got down and entered it. We were dropped inside a gate
about which we had no clue. The stopover time was hardly two hours. We were alarmed.
However, at the last moment, we both were literally pushed in a namesake
wheelchair and left to our fate at the boarding gate.
On reaching Hyderabad Airport, no
wheelchair facility was available, and by then, with all the unpleasant experiences
we had, we decided to walk with great difficulty instead of waiting. The root
cause of the entire problem lies in it being a free service that many
opt for, whether genuinely needed or not.
Overenthusiastic airline authorities
cannot provide the service to all, and this approach is absolutely wrong. What
was the genesis of the wheelchair facility in airports worldwide? Which
airline started it first? How successful has it been? What are its significant
drawbacks? How is it being misused? Why not charge for it so that it may
improve? How can the service be better provided? These are pertinent questions
to ponder.
The wheelchair facility is a critical
service aimed at assisting passengers with mobility challenges, the elderly,
disabled, or those with temporary health issues. Its genesis dates back to the
mid-20th century when airlines and airports sought to accommodate passengers
with diverse needs.
The service stemmed from a desire to
make air travel more inclusive. Major international airlines like Pan Am and
American Airlines were among the first to offer wheelchair assistance, which
later became a standardized service across airlines worldwide.
Gradually, Wheelchair Assistance
has become an essential service at most airports, often mandated by aviation
authorities such as the International Civil Aviation Organization (ICAO), the US
Department of Transportation, and India’s DGCA.
It provides a vital lifeline for
passengers who cannot navigate large terminals, those with permanent
disabilities, the elderly, or individuals temporarily impaired due to injury or
illness, often traveling alone with no one to help.
However, drawbacks and issues have
been plenty, as reflected in our experience. Long wait times, lack of
personnel, and poor coordination, especially during layovers in large hubs like
Frankfurt, are common. The service often suffers from undertrained or
overburdened staff. Airport or Airline contractors usually handle it, leading
to variability in quality across airports.
Lack of wheelchairs or staff during
peak times is another issue. Increased demand, especially from passengers who
do not genuinely need assistance but use it to skip long lines, further strains
the system.
Charging for wheelchair service may
seem like a deterrent to misuse, but it risks making travel inaccessible for
those who genuinely need it. Air travel is already costly, and adding fees for
essential accessibility services could burden disabled or elderly passengers.
However, as part of genuine improvements and future enhancements, a
thought may be given to better staffing and training for efficient
handling of wheelchair assistance.
Technology integration, such as
real-time tracking systems, medical proof screening, and enhanced coordination
during layovers in large international hubs, could make transitions seamless.
Who should be held responsible for the
inability to comply with the request, having agreed to it and keeping aged
passengers tense until the last minute, and finally not turning up, as it
happened to us when I had to push my wife’s chair myself and walking long
distance with difficulty, despite my age of 77?
Undoubtedly, the responsibility for
failure to provide wheelchair assistance promptly lies with the airline,
airport ground-handling services, and airport management. They all together and
separately, must be held accountable for not delivering agreed services,
especially considering the physical and emotional strain faced by elderly
passengers.
Wheelchair assistance in airports
faces multidimensional challenges, from inconsistent service quality to
overuse, inadequate manpower, and poor coordination between airlines and
ground-handling agencies. Charging for the facility may not be the best
solution, as it risks restricting accessibility for passengers who truly need
it, particularly the elderly and those with medical conditions.
Instead, the focus must shift toward
structural and technological reform. Airlines and airport authorities should
invest in continuous training programs for attendants, coupled with real-time
digital tracking of wheelchair requests.
Dedicated ‘Mobility Support Units’
in airports, functioning round the clock under a single nodal authority, could
vastly improve service efficiency and passenger confidence. It seems that Singapore’s
Changi Airport, London’s Heathrow, Dubai International etc. have adopted
advanced models, ranging from automated electric wheelchairs to pre-bookable
smart mobility services managed through mobile apps.
India too, through DGCA’s proactive
approach, study them and can initiate a nationwide policy standardizing minimum
service levels, mandatory response times, and graded certification for
ground-handling agencies providing wheelchair assistance.
A thoughtful step in the direction of
incentivizing private innovation by encouraging partnerships with reputed
mobility technology companies to introduce power-driven wheelchairs and
robotic mobility aids within terminals, may ensure safety, dignity, and
autonomy for elderly and disabled travelers.










