A glimpse into daily life: Navigating airports and flying as a wheelchair user

In May, Gabrielle deFiebre was traveling from New York to Phoenix on Delta flight 733 when her wheelchair was damaged by staff in an incident that became a viral sensation.

Watching deFiebre, a quadriplegic, tearfully explain that her broken wheelchair "is her life" is truly heart-wrenching. Such incidents are sadly frequent; in 2019 alone, airlines damaged over 10,000 wheelchairs, according to the Washington Post. This isn't merely about a broken suitcase — it's about a vital part of someone's existence. Repairs can take not just days, but weeks or even months.

Almost a month after the incident, when I interviewed deFiebre, she was still waiting for the necessary parts to repair her chair. TPG contributor Cory Lee faced a similar situation and is also in need of parts to regain use of his chair. (To learn more about Lee's experience, watch his interview with TPG's Benét Wilson.)

To better understand the passenger experience of someone like deFiebre, we spoke with her about the entire travel process from beginning to end.

Selecting a destination and accommodations

DeFiebre's journey begins well before she arrives at the airport. When planning her trips, she first verifies the accessibility of her destination, which includes checking the availability of accessible public transportation and taxis.

Hotels must also meet accessibility standards — not just on paper, but in practice. A common frustration for wheelchair users is that some "accessible bathrooms" have faucets located far from the shower bench, rendering them practically unusable. Despite these issues, deFiebre notes that hotels are generally more accessible than Airbnbs.

When it comes to booking flights, deFiebre mentions that some airlines are more accommodating than others, preferring those with "fewer horror stories," like Delta, United, and JetBlue. "Before I even arrive at the airport, I book my flights online and request assistance, so they know I need the aisle chair. (Editor's note: Since airplanes can't accommodate passengers in their own wheelchairs, they must be transferred into a narrower aisle chair provided by the airline.) I also call to confirm my requests. If I'm traveling with someone, I ask for them to sit beside me and for extra legroom to facilitate the transfer to the chair," she explains.

DeFiebre prefers to book the window seat to prevent others from having to climb over her during the flight.

DeFiebre prefers to use an accessible Uber or Lyft to reach the airport. "Public transportation can be quite a hassle, especially with a suitcase and when elevators are out of service," she remarks.

At the airport

She usually arrives two hours early for domestic flights and three hours for international ones.

Upon arriving at the airport, deFiebre handles "the usual tasks." Her home base is LaGuardia, and she notes that most airports follow similar accessibility standards due to ADA regulations.

When it comes to security, deFiebre swears by TSA PreCheck, even when there’s a dedicated line for those with disabilities. She explains that without PreCheck, wheelchair users must go through a full-body pat-down instead of the metal detectors, making PreCheck a faster and less intrusive option.

"Whenever I reach the disability line, I always end up waiting. The average traveler places their bag on the conveyor to be scanned and walks through the metal detector. I, however, have to wait for a female assistant to come over and conduct the pat-down. If they're particularly busy, it takes even longer. My belongings are either sitting on the conveyor or an agent will set them aside for me."

Typically, there's little time to visit the lounge since she boards first, arriving at the gate more than 30 minutes early.

"At the gate, I confirm that [the airline has] the aisle chair ready for me. They give me a tag for my wheelchair, and I usually request to speak with the person loading the chair onto the plane. It helps to associate a face with the chair. I explain how to lift it and remind them to handle it with care — this is my lifeline. Sometimes they’re in a rush and I can’t have this important conversation," deFiebre recalls from her trip to Phoenix.

It's worth mentioning that the individuals managing these wheelchairs are often not directly employed by the airline; they are usually contracted workers.

DeFiebre makes an effort to provide handlers with as much information as possible. "I place two signs on my chair: one features a photo of it and the other indicates how to lift it." This detail is crucial because her chair cannot be lifted by the wheels; it must be lifted by the sides. She also removes all detachable parts before travel.

"I'm always the first to board. I request two people to help lift me into the aisle chair and secure me in place. It feels almost like being in a straight jacket," deFiebre shares. "You have to trust that [the handlers] know what they're doing. I've had to show them how to strap me in correctly."

Throughout this process, deFiebre hopes they don't allow the other passengers onto the jetbridge until she's comfortably seated. "It's stressful to have 50 people watching you during such a personal moment," she explains.

"Then I just hope my chair makes it onto the plane and into the cargo hold," says deFiebre, who has experienced her chair being left on the jetbridge in the past.

On the aircraft

"Being pulled down the aisle and moved to an airplane seat is quite a challenge," deFiebre admits.

When I asked her about the possibility of sitting in first class, deFiebre mentioned it would certainly be easier due to the extra space, but the cost is prohibitive.

A frequent complaint among passengers during the pandemic has been the absence of food and beverage service on flights. However, for many wheelchair users, having a drink or snack on board is not feasible.

"I don’t eat or drink much because accessing the bathroom on the plane is a challenge," deFiebre explains. "I definitely can’t drink [alcohol]. I don’t want to take the risk of needing the bathroom."

On longer flights, aisle chairs can be used to access the restroom, but passengers must be able to transfer themselves into the chair (and then onto the toilet). For shorter flights, deFiebre simply assumes she won’t be able to use the bathroom and plans accordingly. "I literally have to dehydrate myself to manage an airplane ride. It’s been years since I last saw the inside of an airplane bathroom," she shares.

When the plane touches down, deFiebre must wait for all the other passengers to disembark before her.

"I feel anxious as I wait for my chair to arrive. I've seen it being unloaded and even witnessed it tumble off the conveyor belt," deFiebre shares. "Sometimes they pressure me to get off before my chair is brought out, but I refuse because the aisle chair is extremely small and I'm constrained by the straps."

Once her chair is unloaded and waiting on the jetbridge, the inspection process kicks off. "I examine the chair to ensure it’s in good condition, then I reassemble it and test everything to make sure it's functioning properly," says deFiebre.

Due to how long this process takes, deFiebre deliberately avoids booking connecting flights and opts to pay more for nonstop journeys.

Upon entering the airport, deFiebre immediately searches for a wheelchair-accessible restroom, which is usually easy to locate but often occupied.

Key Takeaway

In a typical year, deFiebre mentions she usually flies four to five times. "I prefer traveling by train more often since it's more accessible," she explains. "Amtrak does a decent job."

"Flying can be nerve-wracking for anyone. For wheelchair users, it’s an especially stressful journey from beginning to end. It requires significantly more planning and preparation. I constantly worry about the condition of my chair until I reach my destination," deFiebre states.

Organizations such as All Wheels Up are striving to ease travel for passengers like deFiebre by advocating for wheelchair users to remain in their own chairs during flights. For more details on their initiatives, check out their website.